Improving the User Experience of Information Technologies In Residential Settings
From Anita Borg Institute Wiki
Presenter: Erika S Poole (Georgia Institute of Technology)
Recently, a number of researchers in human-computer interaction have begun to examine user experience difficulties of networked computing in the home. Currently, we know little about the nature of these difficulties, nor how householders cope with overcoming them. For my dissertation work, I am conducting empirical studies and designing software that attempts to improve the user experience of setting up and maintaining information technologies at home.
Liz Kiewiet, GHC 2009 Live Notetaker. I also blog on the official Grace Hopper blog at http://ghcbloggers.blogspot.com
Advice sharing related to technology problems in the home. 44% of people had connectivity problems with home computing. 39% device failures.
Studies done:
- Instead of Prelim studies, listened to calls to a wireless support center.
- 4 years of online technical support posts
- Interview based study asking about practices regarding computer help at home. Interviewed 60 people- people who ask and people who give help.
- Asked people to draw what their topology looks like in the home. Varied widely based on the person.
In all of these studies:
- Asked for help most during holidays.
- Set of predicable computer problems during transition periods (divorce, death, marriage)
- User misconceptions regarding the technology
Questions asked:
- How can we configure things automatically
- Can we fix underlying architecture?
- How do we detect/correct errors?
Suggestions:
- help system usability
- Improve technical manuals
Erike is working on fixing user misconceptions. Developing a piece of software called Tech Clips. It allows people to ask their family and friends for help, in text, screenshot, video format. Idea behind it is whether it will help people with their computer problems. Can I help disambiguate misconceptions?
Liz Kiewiet, GHC 2009 Live Notetaker. I also blog on the official Grace Hopper blog at http://ghcbloggers.blogspot.com
