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CONTENTS Cover Series Page Title Page Copyright What's Inside Chapter 1: What is Interaction Design?

1.1 Introduction 1.2 Good and Poor Design 1.3 What Is Interaction Design? 1.4 The User Experience 1.5 The Process of Interaction Design 1.6 Interaction Design and the User Experience Interview with Harry Brignull

Chapter 2: Understanding and Conceptualizing Interaction 2.1 Introduction 2.2 Understanding the Problem Space and Conceptualizing Interaction 2.3 Conceptual Models 2.4 Interface Metaphors 2.5 Interaction Types 2.6 Paradigms, Visions, Theories, Models, and Frameworks Interview with Kees Dorst

Chapter 3: Cognitive Aspects 3.1 Introduction 3.2 What Is Cognition? 3.3 Cognitive Frameworks

Chapter 4: Social Interaction 4.1 Introduction 4.2 Being Social 4.3 Face-to-Face Conversations

4.4 Remote Conversations 4.5 Telepresence 4.6 Co-presence

Chapter 5: Emotional Interaction 5.1 Introduction 5.2 Emotions and the User Experience 5.3 Expressive Interfaces 5.4 Annoying Interfaces 5.5 Detecting Emotions and Emotional Technology 5.6 Persuasive Technologies and Behavioral Change 5.7 Anthropomorphism and Zoomorphism

Chapter 6: Interfaces 6.1 Introduction 6.2 Interface Types 6.3 Natural User Interfaces and Beyond 6.4 Which Interface? Interview with Leah Beuchley

Chapter 7: Data Gathering 7.1 Introduction 7.2 Five Key Issues 7.3 Data Recording 7.4 Interviews 7.5 Questionnaires 7.6 Observation 7.7 Choosing and Combining Techniques

Chapter 8: Data Analysis, Interpretation, and Presentation 8.1 Introduction 8.2 Qualitative and Quantitative 8.3 Simple Quantitative Analysis 8.4 Simple Qualitative Analysis 8.5 Tools to Support Data Analysis 8.6 Using Theoretical Frameworks 8.7 Presenting the Findings

Chapter 9: The Process of Interaction Design 9.1 Introduction 9.2 What Is Involved in Interaction Design? 9.3 Some Practical Issues Interview with Ellen Gottesdiener

Chapter 10: Establishing Requirements 10.1 Introduction 10.2 What, How, and Why? 10.3 What Are Requirements? 10.4 Data Gathering for Requirements 10.5 Data Analysis, Interpretation, and Presentation 10.6 Task Description 10.7 Task Analysis

Chapter 11: Design, Prototyping, and Construction 11.1 Introduction 11.2 Prototyping 11.3 Conceptual Design 11.4 Concrete Design 11.5 Using Scenarios 11.6 Generating Prototypes 11.7 Construction Interview with the Late Gary Marsden

Chapter 12: Interaction Design in Practice 12.1 Introduction 12.2 AgileUX 12.3 Design Patterns 12.4 Open Source Resources 12.5 Tools for Interaction Design

Chapter 13: Introducing Evaluation 13.1 Introduction 13.2 The Why, What, Where, and When of Evaluation 13.3 Types of Evaluation 13.4 Evaluation Case Studies

13.5 What Did We Learn from the Case Studies? 13.6 Other Issues to Consider when Doing Evaluation

Chapter 14: Evaluation Studies: From Controlled to Natural Settings 14.1 Introduction 14.2 Usability Testing 14.3 Conducting Experiments 14.4 Field Studies Interview with Danah Boyd

Chapter 15: Evaluation: Inspections, Analytics, and Models 15.1 Introduction 15.2 Inspections: Heuristic Evaluation and Walkthroughs 15.3 Analytics 15.4 Predictive Models

References Index End User License Agreement

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“Preece, Sharp & Rogers have become a recognized brand name trusted by students, researchers, developers, and design practitioners in an increasingly diverse field across user experience design, ubiquitous computing, urban informatics, and mobile applications. The 4th edition refreshes this foundational textbook that continues to provide a comprehensive, current, and compelling coverage of concepts, methods, and cases of interaction design. Informed by the combined wisdom and thought leadership of these three senior academics, the book is a trusted source of applied knowledge grounded and refined by years of experience.”

Professor Marcus Foth, Director, Urban Informatics Research Lab Interactive & Visual Design, School of Design, Queensland University of

Technology Brisbane, Australia “The authors of this book have succeeded! Again! This new edition reflects in full richness what constitutes modern interaction design. While being the most comprehensive and authoritative source in the field it is also amazingly accessible and a pleasure to read.”

Dr. Erik Stolterman, Professor in Informatics, School of Informatics and Computing, Indiana University, Bloomington, USA

“The speed of change in ICT is both the cause and the consequence of new ways to view, design and support human interactions with digital technology. Keeping a textbook up-to-date in HCI is therefore a major challenge. Thanks to the authors’ firm commitment to education and outstanding capacity to combine, in every new edition, an account of the deep foundations of the field with a broad selection of advanced topics, the complete set of all four editions of this book testifies to the remarkable evolution of HCI as a discipline. Interaction Design is thus not only a first-class textbook for HCI education but also an insightful depiction of how the discipline has grown and contributed to the pervasiveness of digital technology in everyday life.”

Clarisse Sieckenius de Souza, Departamento de Informática, PUC-Rio, Brazil

“I've loved Interaction Design in the past, as it provided a contemporary line of sight between theory and practice. Its style encouraged interaction, especially for readers where English is not their first language, by capturing the wisdom in engagingly readable ways. This 4th edition updates what is already wholesome and good, to deliver more, especially with the e-text version. I'd say this latest revision not only gives its readers the best chance to know where their learning journey ought to start, it takes them well down the track to understanding this important field with a much more critical lens.”

Patrick O'Brien, Managing Director, The Amanuenses Network Pte Ltd, Singapore

“Interaction Design has been my textbook of choice for generalist and introductory HCI courses ever since the first edition. It is well written, with great use of examples and supplementary resources. It is authoritative and has excellent coverage. The latest edition brings the material up-to-date. Importantly, it is also an engaging read.” Ann Blandford, Professor of Human-Computer Interaction, University College

London, UK “Interaction Design by Preece, Sharp and Rogers offers an engaging excursion through the world of interaction design. The new edition offers a view on a broad range of topics needed for students in the field of interaction design, human-computer interaction, information design, web design or ubiquitous computing. The book should be one of the things every student should have in their backpack. It guides one through the jungle of information in our digital age. The online resources are a great help to create good classes my students and remove some weight from my backpack.”

Johannes Schöning, Professor of Computer Science, Hasselt University, Belgium

“Interaction Design has been one of the textbooks of reference at the University of Castilla – La Mancha (Spain) for several years. It covers the main topics in Human Computer Interaction offering a comprehensive equilibrium between theoretical and practical approaches to the discipline. The new chapter about ‘Interaction Design in Practice’ and the remarkable updates in some chapters, with new case studies and examples, allow the user to explore the book from different perspectives and facilitate its use as a textbook in different subjects.”

Professor Manuel Ortega, CHICO Group (Computer Human Interaction and Collaboration), University of Castilla - La Mancha, Spain

“Interaction Design is an excellent textbook for general HCI courses that covers topics from the essential theoretical and methodological knowledge to the state-of-the-art practical knowledge in HCI and interaction design. The fourth edition again maintains this book's position as a must-have book for all HCI and interaction design students.”

Youn-kyung Lim, Department of Industrial Design, KAIST, Korea “For years this book has been my recommendation for a general introduction to Human–Computer Interaction. What I particularly admire is the

combination of theoretical content exploring human understanding and behaviour, along with practical content on designing, developing, and evaluating interaction systems – all with references to the literature. The new edition updates existing content, and adds important material on recent developments, for example touch-interaction on smartphones and tablets.”

Robert Biddle, Professor of Human–Computer Interaction, Carleton University, Ottawa, Canada

“This new edition provides another wonderful opportunity to reflect on the core issues of Interaction Design and their ongoing definition and redefinition in changing contexts. It's great to see the maker community welcomed into the new edition along with all the other updated material. I am confident I can continue to set this book as the basic text for my classes and for those wishing to learn more about Interaction design and related areas.”

Toni Robertson, Professor of Interaction Design, University of Technology, Sydney, Australia

“This book teaches interaction design by motivating and activating the student, and there really is no other way.”

Dr. Albert Ali Salah, Boğaziçi University, Turkey “I picked up the first edition of Interaction Design when I started learning about HCI and interaction design and haven't left it since. Now I use the latest edition to introduce the subject to both undergraduate and research students because the book provides a truly multidisciplinary overview of IxD, doing justice to the natures of the discipline. It offers an excellent balance: from general concepts, to design, prototyping and evaluation methodology and, importantly, to plenty of colourful and inspiring examples. The new section on IxD practice is a much needed addition, as the industry keeps growing and reaches maturity.”

Enrico Costanza, Electronics and Computer Science, The University of Southampton, UK

“This fourth edition is going to continue to be the Interaction Design reference book for academics and students. Our work in communication sciences and technologies will continue to find many enlightening pathways and references within the traditional human-centric approach but also deeper into social and emotional interaction issues. The updates to this edition are of utmost relevance and also underline very well the strategic relation with industry's use of HCI R&D methods and techniques nowadays.”

Oscar Mealha, Department of Communication and Art, University of Aveiro,

Portugal “I have used all editions of the book in my courses. I love how each new edition continues to be relevant, vibrant and central for educating interaction designers, and keeping them up to date with the changes in the field. Thumbs up for the fourth edition, too!”

Alma Leora Culén, Design of Information Systems, University of Oslo, Norway

“The book is great. Now, I have very good resources to support me teaching my undergraduate HCI course. I really liked how the information is presented in the book; an excellent blend of theories, concepts, examples, and case studies. Moreover, I would like to use the book as one of my resources in research on HCI education. I would highly recommend this book for HCI instructors and students.”

Dr. Harry B. Santoso, Instructor of Interaction System (HCI) course at Faculty of Computer Science, Universitas Indonesia, Indonesia

“For many years, Interaction Design: Beyond Human–Computer Interaction has been used as a major textbook or reference book for human–computer interaction (HCI) related courses for undergraduate and postgraduate students in computer science, design and industrial engineering in Chinese universities. I especially appreciate its focus on HCI design, instead of just focusing on those technological aspects of HCI. This gives students a basic but very important body of knowledge and skills in the user-centered design approach for developing usable and enjoyable products in industry settings or conducting HCI research in an academic context. The timely four revisions of the book in the past years have always kept it well updated to the newest developments in the field.”

Zhengjie Liu, Professor, Director, Sino-European Usability Center, Dalian Maritime University, P.R. China

INTERACTION DESIGN

beyond human–computer interaction

Fourth Edition

Copyright © 2015 John Wiley & Sons Ltd

Registered office

John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, United Kingdom

For details of our global editorial offices, for customer services and for information about how to apply for permission to reuse the copyright material in this book please see our website at www.wiley.com.

The right of Jenny Preece, Yvonne Rogers and Helen Sharp to be identified as the authors of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988.

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, except as permitted by the UK Copyright, Designs and Patents Act 1988, without the prior permission of the publisher.

Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on- demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

Designations used by companies to distinguish their products are often claimed as trademarks. All brand names and product names used in this book are trade names, service marks, trademarks or registered trademarks of their respective owners. The publisher is not associated with any product or vendor mentioned in this book. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold on the understanding that the publisher is not engaged in rendering professional services. If professional advice or other expert assistance is required, the services of a competent professional should be sought.

ISBN 978-1-119-02075-2 (pbk)

ISBN 978-1-119-06601-9 (ebk)

ISBN 978-1-119-08879-0 (ebk)

A catalogue record for this book is available from the British Library.

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WHAT'S INSIDE Welcome to the fourth edition of Interaction Design: Beyond Human– Computer Interaction, and our interactive website at www.id-book.com. Building on the success of the previous editions, we have substantially updated and streamlined the material to provide a comprehensive introduction to the fast-growing and multidisciplinary field of interaction design. But rather than let the book expand, we have again made a conscious effort to reduce its size – with a little help from our publisher. Our textbook is aimed primarily at undergraduate, masters, and doctoral students from a range of backgrounds studying introductory classes in human–computer interaction, interaction design, web design, software engineering, digital media, information systems, and information studies. It will also appeal to a wide range of professionals and technology users who can dip into it and learn about a specific approach, interface, or topic. It is called Interaction Design: Beyond Human–Computer Interaction because interaction design is concerned with a broader scope of issues, topics, and methods than was traditionally the scope of human–computer interaction (HCI), with a focus on the diversity of design and evaluation processes involved. We define interaction design as

designing interactive products to support the way people communicate and interact in their everyday and working lives.

This relies on an understanding of the capabilities and desires of people and on the kinds of technology available to interaction designers, together with a knowledge of how to identify requirements and develop them into a suitable design. Our textbook provides an introduction to all of these areas, teaching practical techniques to support development as well as discussing possible technologies and design alternatives. The number of different types of interface available to today's interaction designers continues to increase steadily so our textbook, likewise, has been expanded to cover this. For example, we discuss and provide examples of brain, mobile, robotic, wearable, shareable, mixed reality, and multimodel interfaces as well as more traditional desktop, multimedia, and web interfaces. The book has 15 chapters and includes discussion of the wide range of interfaces that are now available, how cognitive, social, and affective issues apply to interaction design, and how to gather, analyze, and present data for

http://www.id-book.com
interaction design. A central theme is that design and evaluation are interleaving, highly iterative processes, with some roots in theory but which rely strongly on good practice to create usable products. The book has a hands-on orientation and explains how to carry out a variety of techniques used to design and evaluate the wide range of applications coming onto the market. It also has a strong pedagogical design and includes many activities (with detailed comments), assignments, and the special pedagogic features discussed below.

Tasters

We address topics and questions about the what, why, and how of interaction design. These include:

Why some interfaces are good and others are poor Whether people can really multitask How technology is transforming the way people communicate with one another What users’ needs are and how we can design for them How interfaces can be designed to change people's behavior How to choose between the many different kinds of interactions that are now available (e.g. talking, touching, wearing) What it means to design truly accessible interfaces The pros and cons of carrying out studies in the lab versus in the wild When to use qualitative versus quantitative methods How to construct informed consent forms How the detail of interview questions affects the conclusions that can safely be drawn How to move from a set of scenarios, personas, and use cases to initial low-fidelity prototypes How to represent the results of data analysis clearly Why it is that what people say can be different from what they do The ethics of monitoring and recording people's activities What are Agile UX and Lean UX and how do they relate to interaction design?

The style of writing throughout the book is intended to be accessible to students, as well as professionals and general readers. It is largely conversational in nature and includes anecdotes, cartoons, and case studies. Many of the examples are intended to relate to readers’ own experiences. The book and the associated website are also intended to encourage readers to be active when reading and to think about seminal issues. For example, a popular feature that we have included throughout is the dilemma, where a controversial topic is aired. The aim is for readers to understand that much of interaction design needs consideration of the issues, and that they need to learn to weigh up the pros and cons and be prepared to make trade-offs. We particularly want readers to realize that there is rarely a right or wrong answer, although there is a world of difference between a good design and a poor design. This book is accompanied by a website (www.id- book.com), which provides a variety of resources, including slides for each chapter, comments on chapter activities, and a number of in-depth case studies written by researchers and designers. Pointers to respected blogs, online tutorials, and other useful materials are provided.

Changes from Previous Editions New to this edition is an e-text version. Publishing technology has matured considerably in recent years, to the extent that it is possible to create an interactive textbook. Our e-text version is in full color and supports note sharing, annotating, contextualized navigating, powerful search features, inserted videos, links, and quizzes. To reflect the dynamic nature of the field, the fourth edition has been thoroughly updated and new examples, images, case studies, dilemmas, and so on have been included to illustrate the changes. A brand new Chapter 12 has been included called ‘Interaction design in practice,’ which covers how practical UX methods, such as Agile UX and Lean UX, have become increasingly popularized and more widely used in the world of commerce and business. Old examples and methods no longer used in the field have been removed to make way for the new material (some of which can now be found on www.id-book.com). The former Chapter 12 has been removed (but is still available on the website), making the evaluation section three compact chapters. Some chapters have been completely rewritten whilst others have been extensively revised. For example, Chapters 4 and 5 have been substantially updated to reflect new developments in social media and emotional interaction, while also covering the new interaction design issues they raise, such as privacy and addiction. Many examples of new interfaces and technologies have been added to Chapter 6. Chapters 7 and 8 on data collection and analysis have also been

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substantially updated. We have updated our interviews with leading figures involved in innovative research, state-of-the-art design, and contemporary practice (with the exception of Gary Marsden who, we are sorry to report, died unexpectedly at the end of 2013).

Acknowledgments Many people have helped us over the years in writing the four editions. We have benefited from the advice and support of our many professional colleagues across the world, our students, friends, and families. We especially would like to thank everyone who generously contributed their ideas and time to help make all the editions successful. These include our colleagues and students at the College of Information Studies – ‘Maryland's iSchool’ – University of Maryland, and the Human– Computer Interaction Laboratory (HCIL) and Center for the Advanced Study of Communities and Information (CASCI), the Open University, University College London, and Indiana University. We would especially like to thank (in alphabetical first name order) all of the following who have helped us over the years: Alex Quinn, Alice Robbin, Alice Siempelkamp, Alina Goldman, Allison Druin, Anijo Mathew, Ann Blandford, Ann Jones, Anne Adams, Ben Bederson, Ben Shneiderman, Carol Boston, Connie Golsteijn, Dan Green, Dana Rotman, danah boyd, Debbie Stone, Derek Hansen, Duncan Brown, Edwin Blake, Eva Hornecker, Gill Clough, Harry Brignull, Janet van der Linden, Jennifer Ferreira, Jennifer Golbeck, Jeff Rick, Joh Hunt, Johannes Schöning, Jon Bird, Jonathan Lazar, Judith Segal, Julia Galliers, Kent Norman, Laura Plonka, Leeann Brumby, Mark Woodroffe, Michael Wood, Nadia Pantidi, Nick Dalton, Nicolai Marquardt, Paul Marshall, Philip ‘Fei’ Wu, Rachael Bradley, Rafael Cronin, Richard Morris, Richie Hazlewood, Rob Jacob, Rose Johnson, Stefan Kreitmayer, Stephanie Wilson, Tammy Toscos, Tina Fuchs, Tom Hume, Tom Ventsias, Toni Robertson and Youn-kyung Lim.

We are particularly grateful to Nadia Pantidi and Mara Balestrini for filming, editing, and compiling a series of on the spot ‘talking heads’ videos, where they posed probing questions to the diverse set of attendees at CHI'11 and CHI'14, including a variety of CHI people from across the globe. The questions included asking about the future of interaction design and whether HCI has gone too wild. There are about 50 of them – which can be viewed on our website. We are also indebted to danah boyd, Harry Brignull, Leah Beuchley, Kees Dorst, Ellen Gottesdiener, and the late Gary Marsden for generously contributing in-depth text-based interviews in the book. Finally, we would like to thank our editor and the production team at Wiley who once more have been very supportive and encouraging throughout the process of developing this fourth edition: Georgia King, Deborah Egleton and Juliet Booker.

About the Authors The authors are senior academics with a background in teaching, researching, and consulting in the UK, USA, Canada, Australia, and Europe. Having worked together on three previous editions of this book, and an earlier textbook on Human–Computer Interaction, they bring considerable experience in curriculum development, using a variety of media for distance learning as well as face-to-face teaching. They have considerable knowledge of creating learning texts and websites that motivate and support learning for a range of students. All three are specialists in interaction design and human–computer interaction (HCI). In addition they bring skills from other disciplines. Yvonne Rogers started off as a cognitive scientist, Helen Sharp is a software engineer, and Jenny Preece works in information systems. Their complementary knowledge and skills enable them to cover the breadth of concepts in interaction design and HCI to produce an interdisciplinary text and website. Jennifer Preece is Professor and Dean in the College of Information Studies – Maryland's iSchool – at the University of Maryland. Jenny's research focuses at the intersection of information, community, and technology. She is particularly interested in community participation on- and offline. She has researched ways to support empathy and social support online, patterns of online participation, reasons for not participating (i.e. lurking), strategies for supporting online communication, development of norms, and the attributes of successful technology-supported communities. Currently Jenny is researching how technology can be used to educate and motivate citizens to contribute quality data to citizen science projects. This research contributes

to the broader need for the collection of data about the world's flora and fauna at a time when many species are in rapid decline due to habitat loss, pollution, and climate change. She was author of one of the first books on online communities: Online Communities: Designing Usability, Supporting Sociability (2000) published by John Wiley & Sons Ltd. Jenny is widely published, a regular keynote speaker, and a member of the ACM's CHI Academy. Helen Sharp is Professor of Software Engineering and Associate Dean in the Faculty of Mathematics, Computing and Technology at the Open University. Originally trained as a software engineer, it was watching the frustration of users and the clever ‘work-arounds’ they developed that inspired her to investigate HCI, user-centered design, and the other related disciplines that now underpin the field of interaction design. Her research focuses on the study of professional software practice and the effect of human and social aspects on software development, leveraging her expertise in the intersection between interaction design and software engineering, and working closely with practitioners to support practical impact. She is very active in both the software engineering and CHI communities and has had a long association with practitioner-related conferences. Helen is on the editorial board of several software engineering journals including IEEE's Transactions on Software Engineering, and is a regular invited speaker at academic and practitioner venues. Yvonne Rogers is the Director of the Interaction Centre at University College London and a Professor of Interaction Design. She is internationally renowned for her work in HCI and ubiquitous computing and, in particular, for her pioneering approach to innovation and ubiquitous learning. She was awarded a prestigious EPSRC dream fellowship to rethink the relationship between ageing, computing, and creativity. Yvonne is widely published and the author of two recent books: The Secrets of Creative People (2014, Belmont Press) and HCI Theory: Classical, Modern and Contemporary (2012, Morgan Claypool). She is also a regular keynote speaker. Former positions include: Professor of Interaction Design at the Open University (2006–2011), Professor of Human-Computer Interaction at the School of Informatics and Computing at Indiana University (2003–2006), and Professor in the former School of Cognitive and Computing Sciences at Sussex University (1992–2003). She has also been a Visiting Professor at University of Cape Town, Melbourne University, Stanford, Apple, Queensland University, and UCSD. She is a Fellow of the British Computer Society and the ACM's CHI Academy.

Chapter 1 What is Interaction Design?

1.1 Introduction 1.2 Good and Poor Design 1.3 What Is Interaction Design? 1.4 The User Experience 1.5 The Process of Interaction Design 1.6 Interaction Design and the User Experience

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