Table Of ContentTHEORY OF USER
ENGINEERING
THEORY OF USER
ENGINEERING
Masaaki Kurosu
CRC Press
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Taylor & Francis Croup
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Library of Congress Cataloging‑in‑Publication Data
Names: Kurosu, Masaaki, 1948- author.
Title: Theory of user engineering / Masaaki Kurosu.
Description: Boca Raton : Taylor & Francis, CRC Press, 2017. | Includes
bibliographical references and index.
Identifiers: LCCN 2016032447| ISBN 9781482239027 (hardback : alk. paper) |
ISBN 9781482239034 (ebook)
Subjects: LCSH: Human engineering. | User-centered system design. | Product
design.
Classification: LCC T59.7 .K87 2017 | DDC 620.8/201--dc23
LC record available at https://lccn.loc.gov/2016032447
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Contents
Preface.......................................................................................................................xi
Chapter 1 What Is User Engineering? ..................................................................1
1.1 Who Are the Users? ...................................................................1
1.1.1 ISO/IEC 25010:2011 .....................................................1
1.1.2 Stakeholders and Users ................................................3
1.1.3 Users and Consumers ...................................................3
1.1.4 Intended Users ..............................................................4
1.2 Universal Design and Accessibility ...........................................4
1.3 Diversity of Users ......................................................................5
1.3.1 Characteristics ..............................................................5
1.3.1.1 Age ................................................................6
1.3.1.2 Sex and Gender .............................................7
1.3.1.3 Disability ......................................................7
1.3.1.4 Temporary Situation .....................................9
1.3.1.5 Physical Traits ...............................................9
1.3.1.6 Language ......................................................9
1.3.1.7 Knowledge and Skill ..................................10
1.3.2 Inclination...................................................................11
1.3.2.1 Taste ............................................................11
1.3.2.2 Innovativeness .............................................11
1.3.2.3 Religion .......................................................12
1.3.2.4 Culture ........................................................12
1.3.2.5 Attitude .......................................................13
1.3.3 Situation and Environment .........................................14
1.3.3.1 Emotional State ...........................................14
1.3.3.2 Arousal Level ..............................................14
1.3.3.3 Physical Environment .................................15
1.3.3.4 Geographic Environment ............................16
1.4 User-Centered Design ..............................................................16
1.4.1 User-Centered Design and Human-Centered Design ....17
1.4.2 UI/UX ........................................................................17
1.5 Core Concept of User Engineering..........................................17
Chapter 2 Usability and User Experiences in the Context of Quality
Characteristics ....................................................................................21
2.1 Concept of Usability ................................................................22
2.1.1 Shackel and Richardson (1991) ..................................22
2.1.2 Nielsen (1993) .............................................................23
2.1.3 ISO 9241-11:1998 ........................................................24
v
vi Contents
2.1.4 Kurosu (2005).............................................................25
2.1.5 ISO/IEC 9126-1:2001 .................................................25
2.1.6 ISO 9241-210:2010......................................................26
2.1.7 ISO/IEC 25010:2011 ...................................................26
2.1.8 A Note on ISO Standards in Terms of Usability ........27
2.2 Concept of User Experience (UX) ..........................................27
2.2.1 Temporal Aspect of UX .............................................28
2.2.2 Subjective Aspect of UX ............................................29
2.3 A Model of Quality Characteristics ........................................30
2.3.1 Quality in Design and Quality in Use ........................30
2.3.2 Model of Quality Characteristics ...............................31
2.3.3 Four Regions of Quality Characteristics ....................31
2.3.4 Objective Quality in Design .......................................32
2.3.5 Objective Quality in Use ............................................35
2.3.6 Subjective Quality in Design ......................................37
2.3.7 Subjective Quality in Use ...........................................38
2.4 Satisfaction ..............................................................................39
2.4.1 Kansei .........................................................................40
2.4.2 Jordan (1998) ..............................................................42
2.4.3 Hassenzahl (2004) ......................................................42
2.4.4 Satisfaction as the Ultimate Concept .........................42
2.4.5 Kano’s Theory of Attractive Quality (1984) ..............44
2.4.6 Satisfaction and Significance .....................................44
2.5 Final Remarks .........................................................................45
Chapter 3 Users and Artifacts .............................................................................47
3.1 Artifact Evolution ....................................................................48
3.2 Artifact Evolution Theory .......................................................50
3.2.1 Goal Achievement and Artifacts ................................51
3.2.2 Process of AET ..........................................................52
3.2.3 Diversities among Artifacts ........................................52
3.2.4 Spatial Diversity .........................................................53
3.2.5 Temporal Change .......................................................56
3.2.6 Artifact Evolution and Side Effects ............................57
3.2.7 Artifact Evolution in Terms of Functionality
and Usability ..............................................................58
3.2.8 Artifact Evolution in Terms of Subjective Aspects ....59
Chapter 4 Design Process of User Engineering ..................................................63
4.1 Business Process and Design Process .....................................63
4.1.1 Business Process ........................................................63
4.1.2 Design Process ...........................................................64
4.1.3 Innovation ...................................................................65
Contents vii
4.2 Business Process for a Better User Experience .......................65
4.2.1 Business Process for Products ....................................65
4.2.2 Business Process for Services ....................................67
Chapter 5 Understanding the User and the Context of Use ................................69
5.1 The User and the Context of Use .............................................69
5.2 Basic Approach to the User and the Context of Use ...............69
5.2.1 Focus ..........................................................................69
5.2.2 Sampling .....................................................................70
5.2.3 Recruiting ...................................................................71
5.2.4 Remuneration .............................................................72
5.2.5 Consent Form .............................................................72
5.2.6 Interview and Observation .........................................73
5.2.7 Research Questions ....................................................73
5.2.8 Semistructured Interview ...........................................74
5.2.9 Contextual Inquiry .....................................................74
5.2.10 Setting Up the Environment .......................................75
5.2.11 Remote Interview .......................................................75
5.2.12 Cultural Issues ............................................................76
5.2.13 Instructions .................................................................76
5.2.14 Attitude and Competence ...........................................76
5.2.15 Ice-Breaking ...............................................................77
5.2.16 Multitasking ...............................................................77
5.2.17 Recording the Session ................................................77
5.2.18 Wrap Up .....................................................................78
5.2.19 Data Analysis .............................................................78
5.2.20 Business Goal and Faithfulness .................................78
5.3 Understanding and Specifying the Context of Use .................79
5.3.1 Grounded Theory Approach ......................................79
5.3.2 Affinity Diagram ........................................................80
5.3.3 Work Models ..............................................................82
5.3.4 SCAT ..........................................................................85
Chapter 6 Specifying Requirements ...................................................................87
6.1 Plan for the Artifact .................................................................87
6.2 Information about the Evolutionary Process of the Artifact ...88
6.3 Information about the Actual User ..........................................88
6.4 Information about the Real Context of Use .............................89
6.5 General Scientific Facts on the Nature of Human Beings .......89
6.6 Information about State-of-the-Art Technology .....................90
6.7 Various Constraints .................................................................91
6.7.1 Time and Money ........................................................91
6.7.2 Sustainability and Ecology .........................................91
6.8 Consolidation ...........................................................................92
viii Contents
Chapter 7 Generating Ideas .................................................................................93
7.1 Design Thinking ......................................................................93
7.2 Osborn’s Checklist ...................................................................93
7.3 Power of Visualization ............................................................95
7.4 Jump from Reality ...................................................................95
Chapter 8 Creating the Design Solution .............................................................97
8.1 Designing Iteratively ...............................................................97
8.2 Prototyping the Product ...........................................................97
8.3 Prototyping the Service ...........................................................98
8.4 Design and Evaluation .............................................................98
Chapter 9 Evaluating Usability ...........................................................................99
9.1 Evaluating Designs against Requirements ..............................99
9.2 Methods for Usability Evaluation ............................................99
9.3 Inspection Method ...................................................................99
9.3.1 Heuristic Evaluation .................................................100
9.3.2 Expert Review ..........................................................101
9.4 Usability Test .........................................................................101
9.4.1 Preparation ...............................................................102
9.4.2 Testing ......................................................................103
9.4.3 Summarizing the Test ..............................................104
9.4.4 A/B Test ...................................................................104
Chapter 10 Evaluating User Experience .............................................................105
10.1 Evaluation of User Experience (UX) and User Research .....105
10.2 Methods for UX Evaluation...................................................105
10.2.1 Real-Time Methods ..................................................106
10.2.2 Memory-Based Methods ..........................................106
10.2.3 Time Frame Diary (TFD).........................................107
10.2.4 Experience Recollection Method (ERM).................107
10.3 Long-Term Monitoring ..........................................................114
Chapter 11 Advanced Technology and User Engineering ..................................117
11.1 Interaction Technology ..........................................................117
11.1.1 Current Trends in Interaction Technology ...............117
11.1.2 Technological Approach and User Engineering.......118
11.2 Artificial Intelligence, Internet of Things, and Robots .........119
11.2.1 Artificial Intelligence, Internet of Things,
and Human Beings ...................................................119
11.2.2 Robots and Human Beings .......................................119
Contents ix
Chapter 12 Toward the Future ............................................................................121
12.1 Innovative Prospect ...............................................................121
12.2 Conservative Prospect ...........................................................122
Bibliography .........................................................................................................125
Index ......................................................................................................................129
