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UX-related issues is one type of issue that customer support is facing. This thesis project investigates the possibility to look at support cases as a source of insight to how users interact with an information system application at an ERP company. It is also investigated if it is possible to use this gathered information when further developing the product. Support case data are gone through in order to map what type of problems the users are encountering and a category structure is developed based on this information. The categorization framework is evaluated by letting employees test the structure by categorizing incidents in to different categories. Further data collection are gathered by a questionnaire and follow-up interviews with the classification participants. To evaluate the value in the support case information, employees with product responsibility are also interviewed to get insight from their perspective. The result from the evaluation of the category structure indicated that it wasn’t easy to make a categorization of incidents. The incidents were placed in different categories and in order to apply a category structure it would need further evaluation before applying in large scale. The information in support cases are concluded to be valuable. The collection of information related to where users are encountering problem and also how many are experiencing the same issue could serve as a basis when prioritizing the product backlog. A mapping of issues could justify resources spent on usability by showing business value based on the presumed impact.

In an eLearning context, Adaptive Hypermedia Systems have been developed to improve learning success by increasing learner satisfaction, learning speed, and educational effectiveness. However, creating adaptive eLearning content and structures is still a time consuming and complicated task, in particular if individual lecturers are the intended authors. The way of thinking that is needed to create adaptive structures as well as the workflows is one that lecturers are unaccustomed to. The aim of this research project is to develop a concept that helps authors create adaptive eLearning content and structures, which focuses on its applicability for lecturers as intended authors. The research is targeted at the sequencing of content, which is one of the main aspects of adaptive eLearning. To achieve this aim the problem has been viewed from the author’s side. First, in terms of complexity of thoughts and threads, explanations about content structures have been found in storytelling theory. It also provides insights into how authors work, how story worlds are created, story lines intertwined, and how they are all merged together into one content. This helps us understand how non technical authors create content that is understandable and interesting for recipients. Second, the linear structure of learning content has been investigated to extract all the information that can be used for sequencing purposes. This investigation led to an approach that combines existing models to ease the authoring process for adaptive learning content by relating linear content from different authors and therefore defining interdependencies that delinearise the content structure. The technical feasibility of the authoring methods for adaptive learning content has been proven by the implementation of the essential parts in a research prototype and by authoring content from real life lectures with the prototype’s editor. The content and its adaptive structure obtained by using the concept of this research have been tested with the prototype’s player and monitor. Additionally, authoring aspects of the concept have been shown along with practical examples and workflows. Lastly, the interviewees who took part in expert interviews have agreed that the concept significantly reduces authoring complexity and potentially increases the amount of lecturers that are able to create adaptive content. The concept represents the common and traditional authoring process for linear content to a large extent. Compared to existing approaches the additional work needed is limited, and authors do not need to delve into adaptive structures or other authors’ content structures and didactic approaches.

Due to the availability of technology, there has been a shift from traditional assessment methods to e-assessment methods designed to support learning. With this development there is a need to address the suitability and effectiveness of the e-assessment interface. One development in the e-assessment interface has been the use of the multimodal metaphor. Unfortunately, the associated effectiveness of multimodality in terms of usability and its suitability in achieving assessment aims has not been fully addressed. Thus, there is a need to determine the impact of multimodality on the effectiveness of e-assessment and to reveal the benefits, primarily to the user. Moreover, those involved in the development and assessment should be aware of potential impacts and benefits. This thesis investigates the role and effectiveness of multimodal metaphors in e-assessment, specifically; the thesis assesses the effect of multimodal metaphors, alone or in combination, on usability in e-assessment. Usability includes efficiency, effectiveness and user satisfaction. The empirical research described in this study consisted of three experiments of 30 participants each to evaluate the effect of description text, avatars and images individually, avatars, description text and recorded speech in combination with images, and finally, the use of avatars with whole body gestures, earcons and auditory icons. The experimental stages were designed as a progression towards the main focus of the study, which was the effectiveness of full body gesture avatar, considered to be the latest development in multimodal metaphors. The experimentation also assessed the role that an avatar could play as a tutor in e-assessment interfaces. The results proved the positive effectiveness and applicability of metaphors to enhance e-assessment usability. This was achieved through a more effective interaction between the user and the assessment interface. A set of empirically derived guidelines for the design and use of these metaphors to enhance e-assessment is also used in order to generate more usable e-assessment interfaces.

Within society Information Technology (IT) is becoming pervasive. This is no more pronounced than in Higher Education where IT is almost ubiquitously used. Current developments have also seen Web 2.0 tools such as wikis being used in pedagogical contexts. Research in computer anxiety has identified that quality of initial experience may be important in the onset of anxiety towards IT. However the concept of computer anxiety is too vague to reflect likely reactions to specific IT scenarios especially in interactions with social technology such as wikis. Although wikis are growing in popularity little is known about users‟ emotional reaction towards contributing to them, how their experiences shape these emotions as well as the users‟ view of usability above that mentioned in qualitative research. Due to the interface, social and flexible nature of wikis users may be anxious towards editing. This research aims to offer causal insight into the influence of wiki site design characteristics on anxiety towards wiki editing and users usability evaluation of wiki editing experiences. Three experiment-based studies are presented addressing the effects of site characteristics such as in-built training spaces (i.e. tutorials and sandboxes commonly used on wikis), user editing identity as well as aspects inherent to wiki sites such as content flexibility, on anxiety felt by users in editing scenarios and users usability rating of their editing experiences. The research also aimed to identify whether initial experiences affected anxiety about further editing, as suggested by computer anxiety research, or whether emotions are only affected during editing experience. The findings of the initial study on in-built training spaces suggest that the concept of wiki anxiety measured in this research more accurately reflects anxiety experienced during interaction than computer anxiety. Additionally the in-built training spaces using tutorials were seen to lead to better first experiences for novice users in using the wiki markup interface than those without (such as when experiencing sandbox training spaces and no training). Similarly the presence of a tutorial reduced wiki anxiety during interaction but did not affect anxiety towards future editing. From these findings the work advanced to study the effect of identity salience on wiki anxiety during editing and wiki usability focusing on contributing content using a user group with experience editing wikis. This was so as to explore the effect of wiki characteristics on user experience variables above that from first exposure anxiety likely in novice users. The research found that participants were less anxious when editing the wiki anonymously than when editing using a pseudonym and full name identity. There was however no effect of identity salience on usability rating. Additionally the type of edit conducted by participants, in terms of addition or deletion and replacement of content, did not have a significant effect on either anxiety during editing or usability evaluation. Further research exploring the effect of flexibility and other user behaviour on user anxiety and usability evaluation when contributing subsequently found that there was no significant effect of flexibility on the wiki user experience variables. The work demonstrates successful empirical evaluation of the wiki user editing experience can be achieved and can lead to important causal insight into the effects of wiki site design on the users‟ experience. It also identifies aspects of the site that can lead to the reduction of anxiety towards editing during interaction and influence usability rating towards the system.

With the rising cost of health care, the debate about where each dollar is spent is putting increasing pressure on decision makers. Consequently, one of the biggest challenges of providing health care to rural populations, specifically, is determining which communities should receive funding to address access to services. Defining rurality in the context of health care is a challenge that governments and health care providers have struggled with for years. Each stakeholder in Canada’s health care system has developed different criteria for defining rurality to inform policy. Currently there is a gap in academic research exploring the benefits of applying Geographic Information Systems (GIS) in rural health care policy and program decision support. GIS can provide insight into rural health care accessibility by modeling and measuring the way patients seek medical treatment. This thesis seeks to explore usability mapping issues and identify how policy makers perceive rurality when presented with information displayed on a map. Usability in this study influenced the perceived usefulness of the mapping tool. Overall study participants felt that mapping tools should be used as a form of decision support in rural health policy issues. Mapping was seen as tool to obtain quicker consensus among decision makers, to provide more context to rural issues in the study scenario, and used as a platform which could potentially assist in the identification of new criteria used to define rural health policy. In terms of usability, system usability design principles play a key role in the success and adoption of mapping tools among rural health policy makers. The study found that Google Earth’s software design violated Nielsen’s usability design principles in the following categories: Help and Documentation, User Control and Freedom, and Navigation. Despite these usability issues, participants found the mapping tool to have three main advantages over the paper-based decision support, the tool allowed them to: 1) gain a more complete picture of the surrounding communities; 2) understand the proximity of health services; and 3) gain greater awareness of the geography of the area. / Graduate

<p>Sammanfattning: Det är minst lika många människor som besöker arrangemang och gudstjänster i kyrkor som besöker idrottsevenemang. Det behövs studiogudstjänster dock sänds det allt färre Tv-gudstjänster direkt från kyrkor och medlen för att göra detta är också på väg att minskas. Många som ser dessa gudstjänster har av olika orsaker inte möjlighet att besöka en kyrka. Detta kan t ex bero på funktionshinder och sjukdom men också att många äldre har svårt att förflytta sig och se gudstjänster live. Ett sätt för kyrkorna att nå ut på bredare front skulle kunna vara att använda sig av Internet som media.</p><p>Syftet med uppsatsen är att genom intervjuer, användningstestning och slutligen prototyptestning, ta fram en lösning för digital överföring av ljud och bild från ett ställe till ett annat via ett IP-nätverk och finna en avvägning mellan det tekniska och användbarheten då användaren har begränsad teknisk kunskap.</p><p>Vid datainsamlingen användes en kvalitativ forskningsprocess med intervjuer och observation som insamlingstekniker. Vid användningstesterna användes observation som metod och testpersonerna uppmanades att tänka högt. Analysen av testerna visade vikten av att minimera inblandning av för mycket teknik i lösningarna då områdeskunskapen hos användare varierar kraftigt.</p>

<p>Problem</p><p>Funktioner i tunga fordon går allt mer från att vara mekaniska till att styras med hjälp av elektroniska signaler. För att förstå hur komponenter och system fungerar och ska repareras har mekanikerna Verkstadshandboken till sin hjälp. Från tryckt media har Verkstadshandboken övergått till digital publicering i visningsprodukten Scania Multi.</p><p> </p><p>Scania Multi var inledningsvis ett program för reservdelsinformation och har en navigeringsstruktur som är anpassad efter komponenternas placering på fordonet. Det är inte logiskt att hitta information om hur system och komponenter fungerar och ska lagas när man följer en navigeringsstruktur som från början är avsedd för reservdelar, det märks. Mekanikerna som använder Verkstadshandboken i Scania Multi har klagat över att information för reparationer och funktionsbeskrivningar inte finns. Ofta visar det sig att informationen faktiskt finns där men har varit svår att hitta.</p><p>Metod</p><p>Vilka risker och hinder finns det som påverkar om man vill eller orkar ta del av information? Olika signaler från vår omgivning påverkar våra val och beteenden och avgör om ett budskap når fram eller inte. Signalerna inverkar alltså på de val vi gör när vi ställs inför en ny situation.</p><p> </p><p>För att budskapet ska nå ända fram måste signalen vara rätt, ren och stark. Inom området informationsarkitektur pratar man om hur olika sorters design påverkar våra val och handlingar när vi ska interagera med ett digitalt informationsmaterial. Här pratar man om grafisk, informations- och interaktionsdesign. Jag har kopplat de olika typerna av design med de tre olika signalerna.</p><p> </p><p>Utifrån resonemanget om att rätt, ren och stark signal kan jämställas med informationsarkitekturens olika sorters design, gjorde jag en prototyp. Prototypens informationsdesign bygger på att jag har använt och strukturerat informationen med hjälp av den del i ISO standarden STEP som kallas Product Life Cycle Support. När jag sorterade informationen inom de olika avdelningarna använde jag mig av Information Mapping metoden.</p><p> </p><p>Prototypen har en fysisk och en funktionell vy som ska stödja mekanikernas behov när de använder Verkstadshandboken. För att ta reda på hur signalerna i prototypen fungerade testade jag den på sju yrkesverksamma mekaniker. Användningstestet byggde på två scenarion med tillhörande uppgifter där syftet var att få återkoppling på prototypens design och hitta förbättringspunkter.</p><p>Slutsats</p><p>Användningstesterna fokuserade framförallt på prototypens informationsdesign men berörde även prototypens grafiska design och gav vägledning om interaktionsdesignen var på rätt väg. Med hjälp av användningstesterna kunde jag analysera resultatet för att se vad som borde förbättras.</p><p> </p><p>Eftersom mekaniker inte har fått vara med och kravställa designen fick de interagera med en produkt som inte var optimal för deras behov. Mekanikerna är vana vid strukturen i nuvarande Verkstadshandboken i Scania Multi. Den nya strukturen tar hänsyn till fordonets funktionalitet på ett sätt som inte presenteras i dagens system.</p><p> </p><p>Det var fyra avsnitt där mekanikernas återkoppling på prototypens design var extra tydlig:</p><p>-       Det var svårt att se knappar och klickbara länkar.</p><p>-       Designen uppfattades som rörig.</p><p>-       När man väl hade förstått informationsdesignen var det lätt att se att den skulle kunna vara till stor hjälp vid exempelvis felsökning.</p><p>-       Uppdelningen av informationen upplevdes positivt när man hade vant sig vid de olika vyerna.</p>

This PhD thesis looks at the meaning of website effectiveness and their influence on design decision-making. The research is focused within the context of designing by 16+ students and concerning sustainability. Design practice is explored within Advanced level General Certificate of Education (commonly referred to as AS/A2) Design and Technology, in order to define its particular characteristics. The study uses a theoretical position developed from the Assessment of Performance Unit s (APU) discussion document from 1982 as a framework to explore information retrieval within designing. The position of the study within designing and its place within research related to the use of knowledge, skills and values in designing is clarified. A literature review conducted conceived information retrieval as a characteristic of skill in the APU model. This study has established a consensus position on what is good practice in website development and design, and illustrates the structure of selected sustainable design websites, as well as assessing their navigation. The study indicates which types of information AS/A2 level student designers are seeking and how they use websites within their design work. The drivers behind sustainable design decision-making are identified. The understood consensus of sustainable development and sustainable design as an emerging area in designing is defined. The research is situated within the Sustainable Design Award (SDA) scheme that aimed to implement sustainable development into Design and Technology education and also outlines the content embodied in selected sustainable design websites. AS/A2 level Design and Technology education is used as the context for the main study. Action research was used to help develop the SDA website which was created as a primary assessment tool for the research study, concentrating on students aged 16 to 18. The usability of the selected websites was assessed by undergraduate designers from Loughborough University. A framework was developed and the effectiveness of the SDA website was measured before use, during use and after use . Quantitative and qualitative research methods were used to gather data from the students such as questionnaires, folio assessments and interviews. The results indicate a prominence of website use and sustainable design within AS/A2 level design work, however sustainable design is taught as a separate entity and is not fully integrated into design practice. Sustainable design websites were accessed by half of the 72 students questioned, but only 28% had used the SDA website. The information that the student designers sought fell into two categories: specific information and inspiration, supporting Lofthouse (2001a). The use of these decreased dramatically as projects progressed in AS/A2 level and undergraduate level design education, this pattern was consistent in website use, sustainable design and sustainable design website use. Cluster analysis was carried out on the sustainable design websites with the informative cluster identified as representing the appropriate strategy for effective higher level website design. This cluster included characteristics such as comprehensive content information on sustainability, inspirational images and product examples. Appropriate approaches to the detailed design and development of the SDA website are reported. Future recommended work includes a focus on before use, to investigate the affects of increasing awareness of the website. Relating wider sustainability issues to AS/A2 Design and Technology education is discussed, investigating further the use of eco-design tools as the discussion highlights conflicting opinions. An expansion to the cluster analysis to help define further the four website cluster groups. The development of a website that correlates the emerging patterns of website, sustainable design and sustainable design website use, with work on value judgements completed by Trimingham (2007).

In this thesis we look into usability in the context of smartphone applications. We selected three research areas to investigate, namely Wireless Personal Area Networks, Context-awareness, and Remote Information Access. These areas are investigated through a series of experiments, which focuses on important aspects of usability within software applications. Additionally, we mainly use smartphone devices in the experiments. In experiment 1, Multi-Platform Bluetooth Remote Control, we investigated Wireless Personal Area Networks. Specifically, we implemented a system consisting of two clients, which were created for Java ME and Windows Mobile, and integrated with a server application installed on a Bluetooth-enabled laptop. For experiments 2 and 3, Context-aware Meeting Room and PainDroid: an Android Application for Pain Management, we looked closely at the research area of Contextawareness. The Context-aware Meeting Room was created to automatically send meeting participants useful meeting notes during presentations. In experiment 3, we investigated the use of on-device sensors for the Android platform, providing an additional input mechanism for a pain management application, where the accelerometer and magnetometer were used. Finally, the last research area we investigated was Remote Information Access, where we conducted experiment 4, Customised Android Home Screen. We created a system that integrated both a cloud-based server application and a mobile client running on the Android platform. We used the cloud-computing platform to provide context management features, such as the ability to store the user configuration that was automatically pushed to the mobile devices.