Efficiency and Quality of Interaction In the efficiency achieved by digitisation, what is being lost in user experience?
Alexander Taylor Leeds Beckett University
Content Introduction
5-7
Background / Context
8-9
Definitions Overview of Topic
Electronic Products User Experience & Interface Efficiency in Design
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8 8-9 9
User Experience Being Lost
10 - 11
User Experience Being Lost
12 - 13
User Experience Being Gained
14 - 15
Personal Practice
16 - 17
Overview Case Study - Dial Knobs Case Study - E-Readers
Overview Case Study - Apple & Efficiency Case Study - UI Design
Overview Case Study - Apple’s New MacBook & Feedback Case Study - Gesturing on a Smart Device Analysis of the Discussion and my Design
10 10 - 11 11 12 12 - 13 13 14 14 - 15 15 16 - 17
Conclusion
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Bibliography
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Summary of the Topic
Sources and References
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Efficiency in Design
“utilising a particular commodity or product with the least waste of resources or effort (usually used in combination).”
Digitisation
“converting products for use with digital media and updating them with the latest technology advances.”
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Introduction The design world is evolving rapidly with new digital media across a variety of platforms. A task done by hand, which would usually take hours, can be done with a machine in seconds. Product designers can incorporate and use this to their advantage as these technological advances mean their products are increasingly efficient. These changes are more likely to attract the attention of a consumer, decrease the supply chain of companies and also makes manufacturing techniques combine in to one process. The drive for efficiency, specifically in electronic products, has driven competitors to increase their need for tasks to become simpler. The ability for the end consumer to be able to use their products has become increasingly significant with multinational companies, now reaching for new and further target markets. Transferring products such as phones from buttons to screens meant that the user had a change in their experience of these devices. This change in experience has led to some features of these electronic products becoming redundant. Physically pressing a button instead of tapping a screen has become lost in the adoption of digitisation, therefore does this create a product that is less desirable. This article will analyse how the drive for efficiency has affected the user’s experience of electronic products. Case studies including touchscreen phones, micro technology, traditional techniques and Apple’s Macbook will help create my claim. Similarly the discussion will analyse how products have reacted and developed to this claim. Key points throughout the article will be evaluated against my own design to see how it fits in to the argument and what it has done, if anything, to solve the problem of user experience. The discussion will end with a summation of the findings on how digitisation has effected efficiency and what companies have done to address the situation, while keeping the users experience at the forefront.
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Background / Context Consumer Electronic Products
The electronic market in the past 20 years has increased vastly and is growing exponentially with the rise of new technologies. To put this market into perspective the UK’s consumer electronics manufacturing (in 2014-15) is expected to generate a revenue close to £2bn, exports at £1.8bn and imports close to £6bn. The consumer electronic market will continue to grow as there are very dominant market leaders such as Apple & Microsoft. The IBM Simon was the first touchscreen phone released in 1992 (see figure 1) and was ahead of its time, there was no mention of the word smartphone in the early 90s. Figure 1 shows the progression of the electronic market in the past two decades and it shows how far the touchscreen has come since it was released almost 23 years ago. In 2014 a total of 1.75 billion people own a smartphone which means nearly 25% of the world own a touchscreen phone. The most significant increase in technology has been the use of touch screens in consumer electronics and how it has evolved on a multitude of platforms. In the late 90s to early 2000s there were specific products for different needs and now all the key aspects have been taken and arranged into a “smart device”.
1992
First Touchscreen Phone
1995 1996
Sony Playstation One 1996
HDTV Broadcasts 1997
Kodak DC-25 1997
DVD 2001
Original iMac 2002
Original iPod 2004
Original Xbox 2006
Nintendo DS 2007
Blu-ray 2010
iPhone 1 2013
iPad 1
iPhone 5
2015
2017.. iWatch
Figure 1: Electronic Time line (1995-2015)
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User Experience & Interface
User experience when using digital products and services has changed the way we interact and use even the smallest everyday commodities. These new technologies such as touchscreens have advanced the way we use products. When we used to have to push buttons to control such things as mobile phones (figure 1.1) we can now simply tap a screen which sends signals to the phone to tell it the exact command as “guidance
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Figure 1.1: Nokia 3310 & Lumia 635 (2015 & 2000)
and support in helping the user understand the system” Mendoza (2001). Similarly Mendoza describes the ‘mobile user experience’: “with mobile, you have to take into account the carrier, the type of device you are on, the operating system, and the screen size; these factors add up to what I call the “Mobile Equation. (figure 1.3)” (2013) These changes have only happened in the past 15 years due to multi-touch screens, however converting the experience of reading a book through to a digital format is more difficult. The e-reader was designed to do this exact function. Where the reader would have turned a page the e-reader can similarly replicate this experience.
Figure 1.2: E-Readers vs Books (n.d)
Figure 1.3: The Mobile Equation (2013)
Can such an experience (felt by touch) be replicated on screen or does the technology need to do more to confirm that, say, a button is in fact ‘pressed’.
Efficiency in Design New technology has always made products faster and therefore it has increased the efficiency of the task at hand. Efficiency also means utilising the waste product and handling how the resource effects the environment. An example of where efficiency has been drastically increased is manufacturing processes. What once used to take weeks of tooling and high setup costs can be done in a few hours by intelligent new technology. 3D printers such as figure 1.4 can be purchased for under £1000 in a ‘desktop size’ and these machines can manufacture very complex shapes for very little cost. Product designers use these printers to quickly test prototypes of designs without the need to find required manufacturers.
Figure 1.4: Desktop 3D Printer (2014)
Reveal Expand Reflect Engage Participate Evolve Figure 1.5: The Six Slow Design Principles
Slow design has emerged as a reaction against this fast design movement. The products created should include features such as: sustainability, adaptability, durability, non-toxicity, efficiency, elegance etc. The background content discussed help to put this article in perspective and the next section will explore how the user experience is being lost.
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User Experience Being Lost Touchscreen Technology + User Feedback This section studies how the use of touchscreen technology effects the users experience in the form of tactile feedback on devices and traditional vs digital values. Traditional techniques are becoming lost within technological advances at such a high rate that they have changed the way we do just the simplest of tasks. An example is how touchscreens have adopted a keyboard, and through this people who use smart phones tend to just type on the screen. These changes to just the simplest of tasks change how the user interacts with the device. The ability for the user to gain ‘tactile’ feedback from a touchscreen only comes in the form of “messages, prompts, animations ...or highlighting” Baumann (2001). The feel of the surface is always the same as it is screen based and no textures or movement can be displayed. This feedback “for more complex products is guidance and support helping novice users” Baumann (2001) and will only help the user reach their goal if fully understood. Apple developed simple animations (or stills), which helped the user understand whether or not something has been clicked. A main example is their trashcan graphic which is still used on all their computers to date (see figure 2.1). Simple animations or changes in icons give feedback to the user to show that their ‘waste’ has been removed from the computer. Similarly the McGurk effect which relates “speech comprehension to visual impact” (Hoober, 2012) suggests that the sound of waste being trashed eradicates the need for the actual animation. However by bringing the same example over to another discipline we can look at how heavy machinery is operated.
Figure 2: Apple Keyboard and iPhone Keyboard
Figure 2.1: Apple ‘Trashcan’ Icons
Figure 2.2: Traditional Dial Knob
Case Study - Dial Knobs The traditional knob dial (figure 2.2) is being replaced by the touchscreen replica in the form of a multi-touch display that you simply turn. The
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Figure 2.3: SenseSurface Knob
touch displays can sometimes emulate the “3 dimensional ‘look and feel’, and even the ‘click’ sound” however these are never the same as actually grabbing hold of the dial and twisting it by hand. SenseSurface was first built in 2008 and has the unique ability for traditional knob to be magnetically attached to a screen and used as the dial. This combines the feedback of the dials surface texture and the on screen display to create a product that develops the feedback instead of making it a hindrance to the user. The technology has been transferred over to many platforms and is famously known for its use on hobs with an LED display (figure 2.4). This enhances the user experience by combining the efficiency of new technologies with the traditional manual knobs.
Figure 2.4: Point & Twist Knob control
Case Study - E-Readers
More and more users are investing in e-readers rather than the traditional hardback book. This is because of their increased portability and ability to store multiple books at once, however what has been lost in this digitisation of reading? Naomi Baron, the author of (Words Onscreen: The Fate of Reading in a Digital World) has surveyed hundreds of university students from the US, Germany, Japan and Slovenia and their thoughts on e-readers. The finding show how the user love the “charm of turning a page” and the unique “smell of a new book” (2015) which attracts them to buy a paper copy rather than purchasing one online. Similarly there are arguments that suggest how other items are just a click away on these devices they just “dangle distractions” in front of the user (Naomi, 2015). She suggests that these distractions are only “a swipe away” and when monitoring many subjects, it was the found to be case.
Figure 2.5: Books vs E-Readers
Figure 2.6: Turning a page - e-reader vs hard copy
“92% of the survey concentrated better when reading a hard copy” (Naomi, 2015). These figures suggest, along with the constant contact with screens, that young adults want to get away from all technology when they want to concentrate. The efficiency achieved by touchscreen technology has had a huge effect on how the user interacts with their electronic products and subsequently the increasing use of touchscreen technology over traditional methods.
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User Experience Being Lost Over Efficiency in Technology “Technology continues its fantastic pace of accelerating complexity — offering efficiencies and benefits that previous generations could not have imagined — but with this increasing sophistication and interconnectedness come complicated and messy effects that we can’t always anticipate.” (Arbesman, 2014). The term “over efficiency” refers to when technology has become so advanced that there is nothing except a click of a button to do a complicated task, in short it makes technology easier to understand. Chamorro says “our life is now more efficient, cheaper, simpler and faster thanks to the rise of apps and 24-7 connectivity.” (2013) and he is right in all senses, however this rise in efficiency has its pitfalls. This over efficiency could have started from the fast food industry. McDonald’s uses a theory stating their workers only needing a certain amount of space to make their work more efficient and keeping the creation of fast food in an assembly line increasingly effective. For example consumer preference for custom drinks, for example, would shape the way kitchen space is allocated. These same ideas can be transferred over to electronic products, for example Apple’s iPhone 5 (figure 3) and its ability to launch the same product 3 times in different packagings.
September 21, 2012 iPhone 5, First released September 20, 2013 iPhone 5C, First released
September 20, 2013 iPhone 5s, First released Figure 3: iPhone 5 & Subsequent Versions Release Dates
Case Study - Apple & Efficiency
Apple first released the iPhone 1 in July 2007 and has subsequently released their 6th version in September 2014. The way they took this approach was to design as many versions for as many users. There were infact 11 designs of only 5 mobile devices (figure 3.2 shows 10) and this leads on to the idea of how the user experience is being lost in digitisation. The users experience is no doubt increased when the new technology comes forward and the device they are using becomes more efficient at the task it does. However through purchasing the latest new model of an iPhone there are only minor adjustments in the actual physical detail and the “inner workings”. The design may be packaged better and the
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June 29, 2007 iPhone 1, First released Figure 3.1: Original iPhone and iPhone 6
Figure 3.2: iPhone Evolution (2014)
September 19, 2014 iPhone 6, First released
components fit together in more perfect ways, making the design smaller, however it is the same experience on the outside as the feel size and weight are always similar (figure 3.3). This brings me on to my next case study which looks more at the UI (user interface) of an electronic product.
Figure 3.3: iPhone & iPhone 6 Shape Comparison
Case Study - UI Design UI Design is “The user interface, in the industrial design field of human–machine interaction, is the space where interactions between humans and machines occur. The goal of this interaction is to allow effective operation and control of the machine from the human end, whilst the machine simultaneously feeds back information that aids the operators decision making process. ” (Wiki, 2015). The user interface of screen based applications has become complex, the ability to open many screens and different windows creates confusion for some users and it is easy to get lost. The Apple computers can now all manage multiple applications (figure 3.4) open at once on 3 usable desktops called ‘spaces’. This allows the user to access all their applications efficiently therefore increasing productivity while on the computer. However looking at figure 3.4 and the complexity of the layout that could prove difficult as the user has an overload of information on the screen and does not have a focus, asking the question is the UI simple enough anymore?
Figure 3.4: MacBook Pro Spaces Feature
However with the advances in technology and ability to manipulate technology to work with, not against the user, the UI of newer applications and software (see figure 3.5) has become simpler and easier to understand. The simple bold colours and lines of iOS 8 mean that everyone can use their software intuitively. The user experience is truly enhanced when looking through recent multinational companies software.
Figure 3.5: Apple iOS 8
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User Experience Being Gained Responses to Loss of Experiences “For those of us old enough to remember a world before iPods, the computer we used when we were 15 years old looked very similar to the computer we were using when we were 35. There was a (generally boxy) console, a monitor for display, and a keyboard and mouse for input. Now, it seems we have a new class of devices every other year—smartphones, tablets, Google Glass, and now smartwatches (not to mention “phablets,” “two-in-ones,” and the various other hybrids).“ (Follett, 2014). Follett refers to the age of new technology and similarly goes on to refer to the many factors he thinks drive this rapid improvement “cheap (and plentiful) processing, new display technologies, and more efficient batteries, “to name a few.” (2014). The portability and convenience has made it possible to carry a computer in your pocket, as well as on your wrist. This in turn increases the users ability to access their devices and also having connectivity to the rest of the world, at the click of a button. Similarly with the rapid increase in touchscreen technology the user can now control the screen like they would in the real world. An example as referred to earlier in the discussion is when flicking through and turning a page on a Kindle, this is a similar action to holding and turning the page.
Case Study - Apple’s New Macbook & Feedback Portability and convenience has always been a part of Apple’s designs, creating components that not only do the impossible (becoming tiny) but also fit together in harmony. Their new MacBook (figure 4) takes impossible componentry to a new level and a s Follett describes micro manufacturing “the ability to manufacture at a smaller scale continues to develop” (2014). The components have to fit in to this 13mm thick laptop and the thickness of the screen is only 0.88mm glass.
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Figure 4: Apple New MacBook
The feedback experience when you click a mouse is never the same as when you push a button as you feel the weight and compression when you push it in. The Force Touch trackpad on the new MacBook (figure 4.1) “detects how much pressure you’re applying, and the new Taptic Engine provides a click sensation when you press anywhere on the surface” (Apple, 2015). This sensation when you press the button increases the users awareness of when they have done a certain task on screen, therefore this feedback enhances the users experience and increases their knowledge of when they have clicked. Similarly the increase in wearable technology has brought out a plethora of fitness bands and wrist watches that track performance and activity throughout the day. The Fitbit Charge (figure 4.2) also has a feature which is similar to the Force Touch trackpad whereby it senses when someone is calling on your phone and alerts you with subtle vibrations.
Figure 4.1: Force Touch trackpad
Figure 4.2: Fitbit - Activity Tracker (Caller Alert)
Case Study - Gesturing on a Smart Device.
Smart Gesturing can be defined as capturing movement usually in 3D form but on screen. This technology is being adopted by companies worldwide as it mimics gestures from the 3D world on to a touchscreen device. Hoober talks about “Extending the physicalsimulation concepts of the Tabs and Peel Away, other types of Simulated 3D Effects can be used to pretend the screen, or items on it, are dimensional, physical objects. The user can see the sides, rotate or flip, move them aside or look around, all by changing point of view or interacting with the objects directly.” (see figure 4.3). However this is relatively outdated as the source is 4 years old. Figure 4.4 shows the new touchscreen gestures that, as I said before, have been adopted in nearly all touchscreen platforms. These allow the user little prior knowledge to the interface yet still be able to learn and use it just as they would objects in the real world. This increases the user experience to the extent of near real life simulation.
Figure 4.3: Simulated 3D Effects (Hoober 2011)
Figure 4.4: Touchscreen Gestures
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Personal Practice
“We now have 3D printers, vast machinery to help construct tunnels and bridges, and even software that helps with the design of new products and infrastructure, such as sophisticated computeraided design (CAD) programs. One computational 4 realm, evolutionary programming, even allows software to ‘evolve’ solutions to problems, Fwhile being agnostic on what shape that final solution could take.” (Arbesman, 2014). The quote from Arbesman sums up how technology will advance in the coming years with 3D printers that are growing evidentially larger, E yet smaller for consumers. A desktop 3D printer valued at $20,000 in 2010 would commonly be priced at under $1000 in 2013, and this was only two years ago now. This drastic reduction in the cost of 3D printing means it can be commercialised. This is where my current project comes in. The project brief was to encourage D users to adopt 3D printing as the emerging technology in the design world. This, coupled with other aspects such as modular furniture, joinery and design for flexible living, sums up my whole design proposal. C This article really becomes appropriate for my design work as the digitisation and efficiency of 3D printing, coupled with it as a manufacturing method, had become widely adopted in a number of large industries. Similarly the users experience is one of the main factors in the project, with it being an object that is playful and held in the B hand.
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NAME
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Figure 5: SolidWorks Assembly of Handle
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UNLESS OTHERWISE SPECIFIED: DIMENSIONS ARE IN MILLIMETERS SURFACE FINISH: TOLERANCES: LINEAR: ANGULAR:
Through thoughtful testing, development and refining of the handle, I was able to produce upwards of 45 models to trial and use when advancing my ideas. Figure 5 shows one of the A developed models for the design which includes locking symbols, a coin screw mechanism and a lockable design. Similarly the figure below (figure4 5.1) shows how this would be printed at a low quality.
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DEBURR AND BREAK SHARP EDGES
FINISH:
DO NOT SCALE DRAWING
REVISION
Figure 5.1: Low Quality 3D Printed Handle SIGNATURE
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APPV'D MFG Q.A
The handle will be used to join furniture, much like a traditional joint (for example a finger and comb joint). However my design asks the user to think about 3D printing as the emerging technology and with a twist in playful design I hope to also encourage the consumer to learn this
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MATERIAL:
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Finished Assembly SCALE:1:1
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Figure 5.3: SolidWorks Assembly of Side Table
SHEET 1 OF 1
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manufacturing technique. Developments, user testing and design refinements have developed my handle further, to the point of being aesthetically pleasing while it is in the furniture (see figure 5.3). The older design (figure 5) had a kind of ‘childish’ look to it as the ‘figure 8’ shape is round and innocent in its design. The efficiency of being able to lock the pieces using a ‘key mechanism’ accompanied with the ‘screw in coin’ mechanism (figure 5.4) means the design can be used even by someone with little knowledge of constructing furniture. Through these two mechanisms the users experience is increased as their knowledge of using a key/coin comes naturally, making the product truly easy.
Figure 5.4: Mechanisms (Key & Coin)
Figure 5.5: Universal Locking Symbols
The universal locking symbols (figure 5.5) show, in a concise and simple manner, how to use the handle. Using a padlock as the symbol means that instead of letters (which could be lost in translation) the graphics are easily translatable in to any language. The design graphics can still be read by someoen overseas. The final handle design (figure 5.6) has all the aspects of the previous design, shown left, however with the improvements in shape and form it can sit ‘flush’ with the table when it is screwed in. The user may not want to see the joinery when they have assembled it and using similar colours for all components (see figure 5.7) creates a form that is not interrupted. The user experience is a crucial part of the final design, the ability for the design to not only work as a handle, but also as a feature, proved tough while considering the project as a whole. The ease of manufacture and digitisation of such fabrication methods means the design can be translated easily to a range of possible outlets: • Schools - teaching children about joinery & possibly manufacturing methods: • Domestic settings - a range of furniture with endless combinations and possibilities. • Industry - quickly and efficiently locking/ unlocking together material. (eg lighting rigs for stage sets) • Older generations - easy to grab a handle instead of using an Allen key etc.
Figure 5.6: Final Handle
Figure 5.7: Final Components
Figure 5.8: Final Handle - Lighting Rig & Educational
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Conclusion In conclusion the user experience has been affected very little by the digitisation of consumer electronics, and the efficiency achieved. The people who know about the older technology also refuse to learn newer techniques and some are living in the past and as Chamorro puts it “people who are able to keep up with technology will outsmart those who don’t (even more than they do now)” (2013). This statement is true as people who are now learning this newer technology are adopting the fast pace of the consumer electronics industry. Similarly those who have been used to the old fashioned way of doing things have been brought in to technology slowly and always have the option to choose not to have these advances so quickly. The example of the e-reader spoken earlier in this article really sums this up as, yes, people may not want to stare at screens all day and read. However these screens have a matte finish similar to a book and with user gestures to turn a page their experience is barely lost. This experience is even enhanced while keeping multiple books on one device. The focus on consumer electronics in the past decade has always been to compact as many features in one device as possible. The ‘compactability’ of new devices has truly improved and made the user experience easier than ever before. “UX continues to be a driver of this innovation (in consumer electronics) and granting designers increasingly central role in the product development process” (Follett, 2014). Follett sums up the emerging trends in this market and through this discussion I have addressed the advancements in the design process. The new Apple MacBook is an example of improving the user experience in a way that does not rule out how humans interact with real life objects. Capturing gestures on a screen has taken many years of sometimes failed attempts. Once these were perfected they became transferable over many devices and many platforms that use touchscreen technology. The gestures, however, were not the end of it as through touch screens the user can open up a new world of 3D drawing and design right at their finger tips. Applications
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on the computer, like Photoshop, are now nearly completely transferable to tablets and mobile devices, not to mention children’s experiences with these devices. This technology is becoming a powerful tool to which they can learn and interact with technology, that they once only dreamt about. “The rate at which emerging technologies are being developed and introduced to the market, the persistent demand for user experiences that are engaging yet intuitive, and “the synthesis of multiple elements to yield superior experiences - will challenge designers in unique ways in the coming years” (Follett, 2014). The quote speaks about the future of this market in a way that challenges designers of the future to further improve the user experience to “deliver ever more natural, intuitive, and immersive experiences” (2014). Consumer friendly technology has made people, who may not understand these experiences, able to learn about them as intuitively as possible. This achievement alone proves that the user experience has substantially improved electronic consumer technology.
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