Systems Analysis and Design in a Changing World, Fourth Edition -Solutions 13

Systems Analysis and Design in a Changing World, Fourth Edition

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Chapter 13 – Designing the User Interface Solutions to End-of-Chapter Material Review Questions 1.

Why is interface design often referred to as dialog design? The user interface involves communication between the user and the computer, which is much like a dialog.

2.

What are the three aspects of the system that make up the user interface for a user? Physical, perceptual, and conceptual aspects.

3.

What is the term generally used to describe the study of end users and their interaction with computers? Human-computer interaction (HCI).

4.

What are some examples of physical aspects of the user interface? Keyboard, mouse, touch screen, reference manuals, documents, data entry forms.

5.

What are some examples of perceptual aspects of the user interface? Data on the screen, shapes, lines, numbers, words, beeps, clicks, menus, dialog boxes, icons, drawings.

6.

What are some examples of conceptual aspects of the user interface? Conceptual aspects of the user interface include everything the user knows about using the system, including all of the problem domain “things” in the system the user is manipulating, the operations that can be performed, and the procedures followed to carry out the operations.

7.

What collection of techniques places the user interface at the center of the development process? User-centered design.

8.

What are the three important principles emphasized by user-centered design? Focus early on users and their work, evaluate designs to ensure usability, use iterative development.

Systems Analysis and Design in a Changing World, Fourth Edition

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What term refers to the degree to which a system is easy to learn and use? Usability.

10.

What is it about the “human factor” that engineers find difficult? What is the solution to human factors problems? The human factor is hard to predict. The solution is to design the machine to accommodate the user, rather than trying to change the user to accommodate the machine.

11.

What are some of the fields that contribute to the field of human-computer interaction? See Figure 13-2 on page 537 for a list of fields.

12.

What research center significantly influenced the nature of the computers we use today? Xerox Palo Alto Research Center (Xerox PARC).

13.

What are the three metaphors used to describe human-computer interaction? Direct manipulation metaphor, document metaphor, dialog metaphor.

14.

A “desktop” on the screen is an example of which of the three metaphors used to describe human-computer interaction? Direct manipulation (of objects on the desktop).

15.

What type of document allows the user to click on a link and jump to another part of the document? Hypertext.

16.

What type of document allows the user to click on links to text, graphics, video, and audio in a document? Hypermedia.

17.

What is the name for general principles and specific rules that must always be followed when designing the interface of a system? Interface design standards.

18.

What two key principles are proposed by Norman that ensure good interaction between a person and a computer?

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Visibility (controls should be visible and provide feedback to indicate the control is responding) and affordance (the appearance of a control should suggest its functionality). 19.

List the eight golden rules proposed by Shneiderman. See the list of rules in Figure 13-7.

20.

What is the technique that shows a sequence of sketches of the display screen during a dialog? Storyboarding.

21.

What UML diagram can be used to show how the interface objects are plugged in between the actor and the problem domain classes during a dialog? Sequence diagram and collaboration diagram.

22.

What UML diagram can be used to show the interface objects that are contained in a window or form? Class diagram.

23.

What are the three basic types of windows and browser forms used in business systems? Input forms, output forms, input/output forms.

24.

What is the input control (interface object) used for typing in text? Textbox.

25.

What are some of the input controls that can be used for selecting an item from a list? Listboxes, combo boxes, spin boxes.

26.

What two types of input controls are included in groups? Checkboxes and radio buttons (option buttons).

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What are three requirements for usability of a direct customer access Web site beyond those of a windows interface used by employees? Provide even more information, be even more flexible, and be easier to learn and use.

28.

What is a popular analogy used for direct customer access with a Web site when customers shop online? Shopping cart analogy.

29.

What are three principles of Web design that guide designers? A Web design book by Joel Sklar suggests that the designer should focus on three broad aspects of Web design: designing for the computer medium, designing the whole site, and designing for the user.

30.

What are four of the 10 good deeds of Web design? See pages 509-510 for a list of Nielsen’s “Ten Good Deeds in Web Design.”

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Thinking Critically 1.

Think of all of the software you have used. What are some examples of ease of learning conflicting with ease of use? Answers will vary. Software that requires extensive navigation through many menus or questions and answers will be mentioned. Perhaps the best examples can be found on Web sites that are tedious to navigate, which can be particularly frustrating to users when the response is slow.

2.

Visit some Web sites and identify all of the controls used for navigation and input. Are they all obvious? Discuss some differences in visibility and affordance of the controls. Web sites include many clickable objects. It is hard to tell which objects can be clicked and which cannot. Many objects do not indicate that they have been clicked. In addition, it is not always easy to tell what the control does—does it go to another part of the current page, to another page at the site, or to another site altogether?

3.

Consider the human factor solution that states it is better to change the machine rather than try to change the human to accommodate the machine. Are there machines (or systems) that you use in your daily life that still have room for improvement? Are the current generations of Windows PC and Apple Mac as usable as they might be? If not, what improvements can you suggest? Is the World Wide Web as usable as it might be? If not, what improvements would help? Are we just beginning to see some breakthroughs in usability, or have most of the big improvements already been made? Answers will vary. Programmable consumer devices (for example, VCRs, car stereos, and microwaves) are still hard to use. One popular “problem interface” is the self-service scanner for credit cards at stores and supermarkets. Users argue that these scanners have too many buttons, unclear labels, and vague instructions. In regards to the Windows PC and Apple Mac operating systems, some will argue that no real improvements have been made since the mid-1980s with the exception of graphics. In regards to the World Wide Web, some users complain that recent “improvements” have made navigating the Web more complex and frustrating. Some people say that current trends in usability are as good as they will ever get. However, breakthroughs often come as a surprise. Without a doubt, these unplanned improvements are certainly in our future.

4.

Review the dialog between the user and computer shown for DownTown Videos. Create a table like Figure 13-6 that shows how the dialog can be converted to the user’s language and the computer’s language. Discuss how moving from the dialog to the table starts with a logical model and then creates a physical model. After the table is created, it becomes clear how the computer will implement the dialog. That is the physical model.

Systems Analysis and Design in a Changing World, Fourth Edition

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Refer again to the table shown in Figure 13-6. Create a storyboard for the e-mail system based on the information in the table. Answers will vary. Look for prompts that match what the computer asks and menus and buttons that match what the user does.

6.

Read through the following dialog, which shows a user trying to place an order with the system. Critique the dialog in terms of ease of learning and ease of use. User: System: User: System: User: System: User: System: User: System: User: System:

I want to order a product. Okay. Enter your name and address. My name is Timothy Mudd, 5139 North Center Street, Los Angeles, CA 98210. Oh, we have all of that information on file, but thank you for entering it in again. I want to order the Acme Drill Press with adjustable belt drive. Sure, continue with your request. I want the blue color and rubber feet but not the foot brake. Sure, anything else? I want it shipped priority with the special discount you offer. We hear you. Okay, that’s all. We are sorry but your transaction violated transaction code 312, and we must terminate the session.

In this dialog, the computer does nothing to help the user. It does not explain what to do, give options to choose from, give feedback about errors, nor explain what went wrong in the transaction. The user will find this system difficult to learn and difficult to use. 7.

Refer to the form shown in Figure 13-14, showing data entry controls. Draw a UML class diagram that represents the objects that make up the form. This will be similar to Figure 14-11 with class symbols and aggregation (diamond) symbols. Frame contains combo box, frame contains textbox, frame contains list box, frame contains radio button group, and frame contains checkbox group.

8.

Review all of the controls that come with Visual Basic that are visible when added to a form. Discuss how well each satisfies the visibility and affordance requirements. Answers will vary. Most VB controls that students use are visible, provide feedback on use, and clearly indicate what they do. Because controls that lack visibility and affordance don’t appear to be useful, students are less likely to use them.

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Experiential Exercises 1.

Review the sequential design concept and the order-centered design concept for the Rocky Mountain Outfitters Create new order dialog. Consider what information and navigation options are not needed by the mail-order clerks. Then design the forms that would be appropriate for clerks to use when entering in mail orders for RMO. Either sketch the forms or implement the forms using a tool such as Visual Basic. Use input controls that minimize data entry. Mail order clerks do not need much flexibility, so the sequential approach is probably the best approach to use. The sequence should reflect the design of the paper order form. Clerks do not need to look up information on product details because they do not talk to customers; however, they do need to confirm that the product numbers are correct. They also need to know about product availability. Because clerks use the system all day, they will appreciate shortcuts and fewer forms with dense information displays. Data entry could also be minimized by implementing scanners to automate the entry of product numbers and customer numbers.

2.

Evaluate the course registration system at your university. List the basic steps followed through a dialog with the system. What are some of the problems with the system from the perspective of ease of learning and ease of use? In what ways is the system inflexible? In what ways is needed information not available? Is too much information provided that distracts from the task at hand? Answers will vary based on the system being used.

3.

Evaluate the online catalog system at your university library (see some of the questions/issues in exercise 2). Write a dialog that shows the interaction between the user and the system. Rewrite the dialog to improve it. Create a storyboard to show how your design would look and feel. Answers will vary based on the system being used. Review the dialog to see how well it matches the actual system. Look to see how the student has improved the dialog. Make sure the storyboard follows the dialog. A dialog that is written well might not be supported by a series of well-defined screens that follow the golden rules.

Systems Analysis and Design in a Changing World, Fourth Edition

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Locate a system that users work with all day. Ask some of the users of the system what they like and dislike about it. Ask how they learned the system. Ask them what typical errors they make when using the system and how these errors are prevented or corrected. Observe the users working with the system. Does it appear that any of the interaction is “automatic”? Answers will vary. If possible, direct the students to a “green screen” mainframe system. Students will be surprised by how many users like this type of system as long as they know it well and it has shortcuts. Sometimes, users do not want a graphical user interface at all.

5.

Find a Web site with direct customer ordering. Browse through some product descriptions, and note the design of the dialog and the Web pages. What do you like and dislike about the design? Evaluate the Web site based on visibility and affordance and on the eight golden rules. Evaluate the design based on the 10 good deeds and three principles of Web design. Answers will vary. Look for unusual interface controls that provide questionable feedback. Other controls might not look like controls and be missed at first.

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Case Studies Case Study: The 21st Century University System Consider the dialog for a user interacting with the course registration system at 21 st Century University. The user is a student registering for classes at a university. 1.

Is this dialog a logical or a physical model? Could it be a phone registration system? Could a clerk at a desk handle it manually? Discuss. The dialog is a logical model because it does not indicate how it is implemented; instead, it shows the dialog that must occur between the user and the system. It could be a phone system. A clerk at a desk could also handle it manually.

2.

Discuss how well this dialog follows the eight golden rules. Phrasing and sequence are consistent. It is not clear if shortcuts are provided. Feedback identifies what was requested and what can be done next. Each sequence is complete and clearly ends. Options are provided that prevent errors from occurring. It is not clear if actions can be reversed. The user is always in control, and he or she does not have to remember much.

3.

Complete the dialog by adding likely exchanges between the student and the system as the student adds one more course. The student should request more details about a course and then decide to add the course. Include a request from the student to see final schedule details. Answers will vary. Information should be provided upon request. The user should request and receive the final schedule.

4.

Design and implement either a storyboard or prototype for this dialog using a tool such as Visual Basic and being as faithful to the dialog as possible. Make up some sample data to show in your design as needed. Answers will vary. Look to see how faithful the storyboard is to the dialog presented. Are the messages identical to those shown in the dialog?

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Case Study: DownTown Videos System This chapter includes an example of a storyboard for DownTown Videos, a case study first introduced in Chapter 7. The storyboard showed the Rent videos to customer dialog. Revisit the DownTown Videos case and complete the following: 1.

Implement the storyboard in this chapter as a prototype using a tool such as Visual Basic. The solution in VB should look similar to the sketches in the figure.

2.

Write a dialog, and then create a storyboard for the use case Return rented videos. Consider that one of more videos might be returned and that one or more of them might be late, requiring a late charge. Answers will vary. A loop should indicate where the system asks if there is another video to return.

3.

Implement the storyboard as a prototype using a tool such as Visual Basic, and ask several people to evaluate it. Discuss the suggestions made. Answers will vary. There should be a loop for more than one video returned and something about a late charge should be shown. The evaluation might involve asking specific questions about the storyboard or using open-ended questions.

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Case Study: The Waiters on Call System Review the Chapter 5 opening case study that describes Waiters on Call, the restaurant meal-delivery service. The analyst found at least 14 events for the system, which are listed in the case. 1.

Create a set of menu hierarchies for the system based on the events listed. Then add more menu hierarchies for system utilities based on controls, user preferences, and help. Answers will vary. One approach is to include main menu items for orders, drivers, restaurants, and reports (in addition to utilities, preferences, and help). Group activities in response to events involving taking orders, drivers checking in or turning in receipts, restaurants changing menus, new restaurants being added or removed, and reports being produced.

2.

The most important event listed in the case is Customer calls in to place an order. Write out a dialog between the user and the computer with a natural sequence and appropriate exchange of information. Answers will vary. The customer must provide personal information, choose a restaurant, specify any number of menu items and options, go back and change an item, and be given a rundown of the final details, the cost, and the estimated delivery time.

3.

Sketch a storyboard of the forms needed to implement the dialog. Answers will vary. The storyboard should match the dialog.

4.

Ask several people to evaluate the design, and discuss any suggested changes. Answers will vary.

5.

Implement a prototype of the final dialog design using a tool such as Visual Basic. Answers will vary. Improvements should have been made to the design using the feedback that was received. The prototype should match the storyboard sketch.

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Case Study: State Patrol Ticket Processing System Review the State Patrol ticket processing system introduced as a case study at the end of Chapter 5. 1.

Create a set of menu hierarchies for the system based on the events in the case. Then add more menu hierarchies for system utilities based on controls, user preferences, and help. Five events were identified. One menu for ticketing could contain Record New Ticket, Record Payment, and Record Trial Request. Another menu for court communications could contain Maintaining Verdicts and Warrant Requests.

2.

Write out a dialog between the user and the computer for the use case Record new ticket with a natural sequence and appropriate exchange of information. Answers will vary. Note that the user is not the officer. The user enters the driver’s license number, confirms the driver’s identity, and then enters the ticket number. Perhaps the ticket number pulls up the right officer automatically. Information about the driver should not have to be entered as it is already in the system. Details about the ticket do need to be entered. Date, time, type of ticket, location, and so on also need to be entered. The system could calculate the fine to confirm the right amount.

3.

Sketch a storyboard of the forms needed to implement the dialog. Be sure to use input controls that minimize data entry, such as list boxes, radio buttons, and check boxes. Answers will vary.

4.

Ask several people to evaluate the design and discuss any suggested changes Answers will vary

5.

Implement a prototype of the final dialog design using a tool such as Visual Basic. Answers will vary.

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Case Study: Rethinking Rocky Mountain Outfitters A few of the phone-order representatives at Rocky Mountain Outfitters were not completely satisfied with the order-centered dialog design presented in this chapter. They suggested that the design could be streamlined if only one form were displayed throughout the dialog —the order summary form. They thought the order summary form could expand to show additional information instead of requiring switching to separate forms for customer information, product information, or shipping information. When the additional information is not needed, the form could contract. They thought this approach would be easier on the eyes, requiring less effort to focus and refocus on multiple forms that pop up. They requested that a prototype of the one-form design concept be created for their review. The interface might include both options, allowing users to choose the one they prefer. 1.

Draw a storyboard to show how the one-form design concept might look as customer information, product information, and shipping information is added to the expanded form. The DownTown Videos dialog example used one form and added information to it during the dialog. This example could change size to display requested information.

2.

Implement a prototype of the storyboard using a tool such as Visual Basic. Answers will vary.

3.

Ask several people to evaluate the design, specifically comparing it to the ordercentered design in the text, and discuss the results. Answers will vary.

4.

Can you describe or implement yet another alternative? Answers will vary. Several versions of the one-form approach could be shown. For any of the design concepts, the arrangement of controls on the forms could be different. It is possible to come up with three or four design concepts and three or four form layout concepts, giving users more than a dozen choices to evaluate.

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Case Study: Focusing on Reliable Pharmaceutical Service The Reliable Pharmaceutical Service system has users who process orders in the Reliable offices and users who place orders and monitor order information in the nursing homes. Consider the events and use cases that apply to Reliable employees versus nursing home employees. 1.

Design two separate menu hierarchies, one for Reliable employees and one for nursing home employees. Answers will vary. One approach is to have main menu items for orders, patients, and health care units (as well as for utilities, preferences, and help). Group activities in response to events involving taking orders and prescriptions, adding patients, adding and removing new health care organizations, and producing reports. The use case diagram below shows the functionality for each type of employee.

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2. Write out the steps of the dialog between the user and the system for the use case Place new order for nursing home employees. Answers will vary. The following domain knowledge must be captured in the dialog.

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3. Create a storyboard for the dialog for Place new order by making a sketch of the sequence of interaction with Web pages. Implement a prototype for the Web pages using a Web development tool such as Dreamweaver or Frontpage. Answers will vary. The prototype should match the storyboard.