Tienling_Case Studies_2018

TIENLING YEH

UX DESIGNER RESEARCHER

INTRODUCTION

MY PROFILE I am a UX researcher and designer with a diverse background that includes communication design, ergonomics, and human-computer interaction (HCI), encompassing both academia and the fast-path technology industry, while having worked in Taiwan, Australia, and Thailand. I value user research and logical thinking through statistics and psychological perspectives and designed products by combining rational and emotional aspects.

In my leisure time, I serve as a LTUX volunteer and is willing to contribute and share my stories in user experience communities; I like brand design, travel, aerial yoga, and daring to try new things.

If you need to get in touch or learn more about what I do, just drop in an email. tienling0303@gmail.com

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MY PROCESS

Task Analysis

Prioritization

Ideate Mixed Methods

New Ideas Hypothesis

RESEARCH

Empathize

Growth Channels

Target Customers

Test

Offer & Product Enhancement

Revise Hypothesis

Define

Competitive Analysis

Working Prototype

Experiment

EXPERIMENT

GROW

Prototypes

Wireframe (Software) Sketch/3D (Hardware)

Usability Testing

Marketing Strategies

Rapid Prototype

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CONTENT Introduction

Case Studies

01 My Profile

07 UsabilityTesting: Smart Voice Assistant

02 My Process

19 Qualitative Research: Educational Robot 29 Quantitative Research: Parent-child Interaction

USABILITYTESTING SMART VOICE ASSISTANT

SMART VOICE ASSISTANT BACKGROUND

When Amazon Echo/Google Home showed up on the market, the world has discussed how voice interaction works. Since Chunghwa Telecom cooperated with our robotics department in the hope of binding the voice function of IoT with KKBOX at home, we launched an initiative to develop hardware and software. While the Voice User Interface was not particularly popular, we had already managed, designed and validated coversational user interface (CUI/VUI).

A02: https://goo.gl/2jp6T3

GOALS

To identify software and hardware issues through usability testing that helped optimise the product.

KEY WORDS

Usability testing, Conversational/Voice user interface

ROLES Concept generation / App UX Design / Prototyping / User Testing

RESEARCH METHODS

Participants are observed and the time they require to complete each task is recorded (thinking aloud).

There are questionnaires and interviews after each task.

Xyz.ai semantic log record

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PARTICIPANTS

DEVICES

Internal recruitment via Email: Five iOS users, five Android users.

• Two A02s • One iOS mobile phone/Android mobile

phone with the A02 app installed • Video Recorder (Mobile Video*1) and Tripod*2 • Printed test process and task list • Google form questionnaire (including personal information and questions) https://goo.gl/forms/fmf5it1SpPb03KIl1

TEST PROCESS

Register/Login

Initial Setting

Start setting services

Voice task test • Ask A02 random questions • Task test (Test after providing voice commands)

Fill in the questionnaire • Interview • Questionnaire

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WIREFRAME

Initial Setting

Error Message Login

The email address is not valid.

Password is incorrect.

Account does not exist.

Password is empty.

Please fill in all fields.

Sign Up Please fill in all fields.

The email address is already in use.

The email address is not valid.

Use upper, lowercase letters, or numbers as your password.

Use 7~20 characters.

Passwords does not match. ** is empty.

Login page To enter Email address and password, or create a account

Signup To save pereference. To simply press xyzprinting button to and signup.

Setup To begin with tap A02 power button.

Setup Open WiFi setting to connect A02.

Setup To tap the name of the WiFi network that users want to join.

Light Definition

Setup To enter WiFi password.

Preparing Wait for a few minutes to make sure connecting failed or completed.

Connecting failed The connection is failed, will lead to WiFi connect page.

Compelete Compeleted the setting and automatically goes to homepage.

WiFi on

WiFi Setting

Voice Intergration Responding

Listening

Firmware update

Volume up/down

Connect Fail

Factory reset

Volume too high

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WIREFRAME Main pages 2

1

3

1 2 3 4 5 6 7

Voice Training Users read the sentence aloud.

Things to Try To show some example how to react with A02.

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Applictions There are 5 categories.

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Entertainment Show Enterainment as example. Turn APP on and enter a account to active the service.

IOT Easy to control and group your home system.

Menu bar There are three main sections: voice training, appictions and setting

Homepage Homepage is showed the history of voice coversation. To engage users to train AI.

Music Choose the third party to connect with A02 and enter a account.

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7

Personal Preferences As personal assistant and setting morning routine.

Setting To setup hardware and software and manage your account.

Help & Feedback Showed on each page, easy for users to call for help.

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TEST RESULTS Five iOS users, five Android users, and people who have never previously used a smart speaker.

Survey results with 10 participants

10% Satisfaction

20% Dissatisfaction

Overall Satisfaction (app + Semantic Test)

33%

66%

0%

Music satisfaction

Broadcast satisfaction

PChome satisfaction

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Did not understand the semantic rules and the voice feedback was incorrect

The screen content was misleading, making users think it failed to connect

They found the app setting and switching on the phone confusing

Did not know the connection method

Pressed the app button by accident

Pain points

Thought they needed to enter their account and password information directly and couldn’t find the button to create a new account

The mindset to just play with a new product

USER JOURNEY MAP

Touch Point 10

Users did not get the answers they expected

Users feel frustrated When setting up the app on an IOS phone, the switching could easily be confusing

Emotional experience 5

0

Phase of the journey Goal

Explain the experimental process

Create an account/Login

Initial Setting Start the connection mode

Mobile phone connecting to A02

A02 hot spot

Turn the service mode on End the connection mode

Semantic test

Enter the KKBOX account and password

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ACTIONS According to the test results, all open issues were included in the project management; additionally, I conducted transnational discussions about solutions with three units around the world and confirmed their feasibility, the priority of their issues, and a timetable.

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FINAL DESIGN Introducing a visal update of A02 Smart Voice Assistant

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THE FUTURE WORK

App optimisation Pre- and post-test: Comparing phases 1 and 2 optimisation results Voice experience optimisation Retrieving the participants’ dialogue logs (with a KKBOX account and seniors over 60 years old at home), and conducting weekly interviews.

Phase 1

Observation Designers are currently trying hard to introduce voice and AI-related products into our homes. We have started to enter into users’ homes, understand their living habits, and move in a direction that allows users to solidify many habits and thus develop dependence on the products.

Phase 2

Phase 3

Dashboard (Dialogflow Analytics) Voice experience optimisation Observation App optimisation

0

1 month

3months

6months 15

QUALITATIVE RESEARCH EDUCATIONAL ROBOT

EDUCATIONAL ROBOT BACKGROUND

KEY WORDS

New Era AI Robotic Inc. is one of the New Kinpo Group’s new self-developed brands. This was my first project after joining the robotics team. At the time, the diver robot was mass-produced on the market, but its sales were not as high as expected; thus, the top priority was to increase sales. In the absence of past user research and market research, the biggest challenge facing us was how the product could be redefined given that the hardware could not be modified.

Companionship, Human-computer Interaction, Educational robot

Diver: https://goo.gl/AfEGzG

GOALS (1) To improve our marketing strategies.

(2) The product paved the way for its next generation.

ROLES Research & Analysis / Concept Generation / Mobile App UX / Prototyping / User Testing

RESEARCH METHODS

Users Literature review to understand the growth characteristics of children aged 3–7.

Market Existing product analysis and stakeholder analysis to understand Taiwan’s current market environment.

Product Participant observation (children's home) and non-participant observation (cram school) to understand how children interact with the robot.

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Button Without any explanation of how the robot worked, the child looked for a button to trigger more functions. She tried to press the back of the battery case and the front of the logo mark and even tried to poke the eyes of the robot.

OBSERVATION FINDINGS

Matrix LED facial expression The child loved to change the facial expression of the robot. In the beginning, she tried to poke the eyes to change it; after teaching, she could control it via the app, and she paid attention to the robot’s reactions.

The child walked along the line with the robot. However, she thought that the robot was moving too slow.

The brother would try any buttons on the robot while the sister would go up to help or assemble it.

When the robot had no interaction with the brother, the brother would step on the robot.

Line tracking The child tried to draw a pattern by using black tape, but it was not easy to create any shapes she wanted.

Creativity and achievement The child loved to create the works by herself. When she completed a pattern on her own and the robot successfully moved along the line of that pattern, she felt a real sense of achievement and loved to continue to this task.

It was not easy for the child to hold a smart phone, and it was thus not easy for her to use the interface to control the robot’s directions.

The child did not know how to use the APP. She needed the help from an adult to make the connection with the robot.

When the robot was not controllable, the child would try to move it directly.

Curiosity While playing, the child learned the theory related to the sensor used for the line-tracking function.

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ANALYSIS AND STRATEGY Competitor Analysis: 2016 Worldwide

Price

350

We’re Here

20 4+

Age

10+

Easy

Level

Hard 21

STAKEHOLDER MAP

School These kinds of products are included in the 2019 course outline, despite the lack of qualified teachers.

On 16/12/2016, We visited the cram school "Smart Robot Technology Co. Ltd.". The consultativ e interview was conducted with 5 professors, who were expert in technology education, to learn more about how the education system works. The conclusions are summarised in the chart below.

Expert’s suggestions (1) Develop some short teaching materials for current products.

(2) Build a product display room for the current products of our brand.

(3) Co-develop new educational products such as assembled products or new robot cars.

School & Teacher Cram School

children

Product

Parents Parent Parents do not know anything about program editing or how to teach their children with related products.

Product This product may have a chance in the cram class and constructivism-based education markets. Ways to enter these markets include training for school teachers and government tenders.

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ACTION I Adding new app functions During the observation process, young children felt bored due to reduced external stimuli or became impatient with Diver due to its slow movement speed.

Thus, we reviewed and planned new functions in the app to allow more interaction between Diver and the children. In the first stage, there are three different modes of operation: sliding clicks, sounds, and a G-sensor. Regarding the details of the design, there are turbo mode, rich facial expressions, soundtracks, and voice interactions, which make the Diver the children’s playmate. Regarding the interface, each image is converted into an animation and the “time” parameter is added; as such, when the app is turned on at different times it will have backgrounds that attract young children to revisit it. In the second stage, memory games are planned that enable children to have fun while learning (this is currently still under development).

Tutorial

Slide & Select

Advanture

Obstacle On/off Talk & Feedback

Wave & Go Main Page

Patrol

Wifi Notifaction

Cancel

Failed

Save/ Cancel

Video Taking Sumo

Wifi on/off

Success

Patrol

Save

Confirmation Ok/Cancel

Saved

Cancel

Photo Taking 5 secs idling

Memory Game

Disconnect

BLT Setting

Disconnect Close

Edit

Disconnect/ Close

Cancel

Confirmation Ok/Cancel

OK

Disabled Main Page

Rename Robot

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如何玩? 教學動畫

Adventure 進入預設畫面

go,back,right, left, stop, turbo: 接收到command後，動作執行持續5秒 無法辨識:機器人發出i don’t understand

背景情境於晚上 6 點後切為夜間模式 魚，random於背景游來游去

Function +

前進加速 前進

0

靜止不動

-

後退

手後推

G-sensor 原地左轉 App

機器人

跳出視窗顯示"low battery"(一次)

電量低於 10%

-

發出" I'm hungry"

持續震動(振動頻率 1 秒停 0.5 秒)

-

結束點: 30 公分<距離或

後退不能加左 /右轉

-

App 模式

配樂

Adventure time

Electrodoodle

Patrol

Creepin

Sumo

Bumper_Tag

Music

bubble

Albums

Airport_Lounge_Disco_Ultralounge

Background

Bubble+Dog_and_pony_show

6 APP:6

距離<5 公分 0-5 公分

手前推不放 +左 /右轉

在所有模式下，拿掉 > < →I am hungry(下圖)，避免與電池沒電狀態混淆。

2.IR sensor 距離 30 公分

手機右邊傾斜

前進 +左 /右轉 備註

電量低於 30%(9V 以下)

手機左邊傾斜

G-sensor 原地右轉

1.低電量提醒

Behavior 手前推

I’m hungry.

發出"Oh~no"

(talk&feedback模式下，無配樂, 避免干擾收音)

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ACTION II Teaching plan development According to expert advice regarding product sales strategies, a complete lesson plan is needed for parents or teachersâ&#x20AC;&#x2122; reference that allows them to know how to use it and start teaching quickly. This course is in line with the 18-week course plan per semester that was announced by Ministry of Education.

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WHAT I LEARNED

Children's imagination Adults have a fixed picture due to previous usehabits, while children are full of curiosity about novel and interactive products. When children first use Diver, they are full of surprises, constantly ask questions, and use various sensory methods to explore and operate the robot.

User research introduction period When I joined the company's first project, I deeply realised that regardless of the company's size or resources, we should start from a small place and gradually establish that user research methods that different phases require, and I have managed to convey the importance of user experience through many cooperative projects and communication.

Academia–industry cooperation As a company that has specialised in technology research and production for many years, when it enters the education field, it should make good use of academic units’ resources and work with the academic field to develop products by combining experts’ theories and technology.

AWARD 8 of 20 best robot toys for kids you don’t want to miss by AVATAR GENERATION in 2017

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QUANTITATIVE RESEARCH PARENT-CHILD INTERACTION

CHILDREN’S TEMPERAMENT & READING ENVIRONMENT GENERAL BACKGROUND Taipei City Government and New Taipei City Government have been actively promoting the project of “one parent-child center per district” to provide parents and children different choices for parent-child reading.

GOALS Exploring the influences of children’s temperament and their parent-child reading environment on their preferences regarding parent-child reading

Literature Review

Questionnaire

SPSS

Exhibition

KEYWORDS HCI and children, Children’s Temperament, Parent-child Reading, Reading Environment

ROLES

Research / Concept generation

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LITERATURE REVIEW

The difference in temperament between early childhood and childhood wasn't significant. The trend was stable. However, individual maturity and interactions with external environments might also leads to changes in children's temperament.

(Chess & Thomas, 1989)

When reading, children can hardly sit upright in the same place for a long time. Thus, it is important that the furniture used for parent-child reading must be able to attract children. (Wan, 2013)

Childrenâ&#x20AC;&#x2122;s Temperament Based on Martinâ&#x20AC;&#x2122;s theory (1996), Wang (2006) modified the child temperament scale used abroad to develop a model for children aged 3 to 7 in Taiwan. Wang proposed 6 major types of temperament, including being concentrated, being quiet, being ordinary, being energetic, being social, and being free.

Read on the floor, some mats, soft cushions, and bolsters -> keep children feel safe.

Parent-Child Reading Environment Read in a place like a living room, a

study room, or a library -> sofa or a set of classroom table and chair can be considered based on the reading atmosphere.

Reading on the bed, a cozy bed and a pillow -> create warm and comfortable atmosphere and improve the interactions and intimacy between parents and children.

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QUESTIONNAIRE

Basic information

Participants and Survey Duration (1) Subjects: Caretakers with experiences with children aged 3 to 7 (pre-school age) (2) Number of questionnaires issued: 118 (3) Duration: August, 2013 (4) Sampling method: Convenience sampling

Child temperament scale

There are 48 items in total. They are categorized into 6 categories: activity level, adaptability, emotion intensity, distractibility, approach or withdrawal, and persistence. Each category contains both positively and negatively worded items. The assessments are based on the Likert 7-point scaling (Wang, 2006).

Parent-child reading contexts

According to the literature, this study made some assumptions regarding parent-child reading contexts with parents and children in different spaces with different relative positions (Figure 1 & table 1 ) and there are total of 34 parent-child reading contexts.

Table. 1. An example of a parent-child reading context

Fig. 1. The parent-child reading context assumptions

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EXPERIMENT RESULTS Children’s temperament did influence their preferences regarding parent-child reading.

METHODS Descriptive Statistics Basic information statistics One-Way ANOVA (1) Whether there is an influence of child temperament on children’s preferences regarding parent-child reading (2) Whether there is an influence of reading contexts on children’s preferences regarding parent-child reading

The preference test results regarding children’s temperament

Context code

Sum of squares

Degree of freedom

Sum of mean squares

F test

Significance

10 Room, bed, set next to parents

6.698

5

1.340

3.011

.015

14 Bedroom, floor, next to parent

6.581

5

1.316

2.455

.044

27 Subsidiary reading area, Chair, Opposite to parent

23.263

5

4.653

6.046

.000

33 Park, Chair, Next to parent

12.732

5

2.546

2.579

.049

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EXPERIMENT RESULTS The preference test results regarding reading contexts.

The preference test results regarding reading contexts

Context code

Sum of squares

Degree of freedom

Sum of mean squares

F test

Significance

17-24 Exclusive reading space (library or childcare center)

43.015

7

6.145

7.830

.000

25-30 Subsidiary reading space (bookstore or hypermarket)

28.946

5

5.789

6.604

.000

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CONCLUSIONS & DISCUSSION

Child Temperament Preferences According to the statistical analysis results, among the home spaces, the children of the 6 different types of temperament all preferred to read in a bedroom. They liked to sit on the floor or the bed with their parent. Among the public spaces, the children preferred the reading area in a bookstore or a hypermarket or a park. They liked to sit on a chair opposite to their parentâ&#x20AC;&#x2122;s seat. The descriptive statistics showed that the energetic childrenâ&#x20AC;&#x2122;s preference for parent-child reading environments was significant, while the preference of the children of all the other temperament was not.

Parent-Child Reading Space Preferences The most common parent-child reading space was a space at home, followed by an exclusive reading area in a library or a public childcare center. Similar to the findings of the two previously mentioned scholars (Lin, 2002; Yen, 2002), parent-child reading has become a common practice. Children prefer subsidiary reading areas in bookstores and hypermarkets.

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EXHIBITION P & B Taiwan, Taiwan Intâ&#x20AC;&#x2122;l Parent & Baby Industry Show, 2015 Taiwan External Trade Development Council, TAITRA

IMPACT Pubished at the Human-Computer Interaction International Conference 2016 Published by Lecture Notes in Computer Science, volume 9741. (EI Engineering Index)

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