No description available.

The aim of this thesis is to create an architectural design for youth that is informed by and in response to current trauma informed healthcare guidelines and research about wellness, with a focus on safety, trustworthiness, and empowerment. 70% of adults in the U.S. have experienced some type of traumatic event at least once in their lives, which stems into a larger risk factor public health group for substance abuse disorders and behavioral health issues (SAHMSA, 2014). “Individual trauma results from an event, series of events, or set of circumstances that is experienced by an individual as physically or emotionally harmful or life threatening and that has lasting adverse effects on the individual’s functioning and mental, physical, social, emotional, or spiritual well-being” (National Council for Behavioral Health, 2013). Understanding how trauma can affect humans and applying this information from a human centered approach helps architectural designers create spaces that cultivate wellbeing. These spaces acknowledge the needs of the user by integrating the knowledge of trauma into its design phase, from beginning to end. As a result, re-traumatization is avoided, and a user-focused space can be created. This paper will evaluate and combine research about how to care for traumatized patients in the healthcare setting with research about how spaces make us feel, to create a community center with a focus in mental health outreach in Easthampton, MA. This project addresses the idea that design and space do have an influence on healing in various settings.

This report examines usability shortcomings of a self-checkout (SCO) and subsequently explores improvement suggestions for these issues using the double diamond design process. Shortcomings are identified through a heuristic evaluation against Jakob Nielsen’s ten usability heuristics and through a user study conducted in a retail environment. After prioritizing the identified problems, two issues are addressed: members missing to input their membership information and the checkout process slowing down due to the bag selection and payment method screens. After studying how other SCOs operate and gathering user opinions on SCO experiences, improvement proposals are presented. A new step for inputting membership information is proposed and a redesign of the screens for bag selection and payment method is suggested. To verify if the new design contributes to increased usability, a test is conducted; however, the results are not significant enough to demonstrate an improvement.

Immersive analytics is an emerging field of data exploration and analysis in immersive environments. It is an active research area that explores human-centric approaches to data exploration and analysis based on the spatial arrangement and visualization of data elements in immersive 3D environments. The availability of immersive extended reality systems has increased tremendously recently, but it is still not as widely used as conventional 2D displays. In this dissertation, we described an immersive analysis system for spatiotemporal data and performed several user studies to measure the user performance in the developed system, and laid out design guidelines for an immersive analytics environment. In our first study, we compared the performance of users based on specific visual analytics tasks in an immersive environment and on a conventional 2D display. The approach was realized based on the coordinated multiple-views paradigm. We also designed an embodied interaction for the exploration of spatial time series data. The findings from the first user study showed that the developed system is more efficient in a real immersive environment than using it on a conventional 2D display. One of the important challenges we realized while designing an immersive analytics environment was to find the optimal placement and identification of various visual elements. In our second study, we explored the iterative design of the placement of visual elements and interaction with them based on frames of reference. Our iterative designs explored the impact of the visualization scale for three frames of reference and used the collected user feedback to compare the advantages and limitations of these three frames of reference. In our third study, we described an experiment that quantitatively and qualitatively investigated the use of sonification, i.e., conveying information through nonspeech audio, in an immersive environment that utilized empirical datasets obtained from a multi-dimensional geophysical system. We discovered that using event-based sonification in addition to the visual channel was extremely effective in identifying patterns and relationships in large, complex datasets. Our findings also imply that the inclusion of audio in an immersive analytics system may increase users’ level of confidence when performing analytics tasks like pattern recognition. We outlined the sound design principles for an immersive analytics environment using real-world geospace science datasets and assessed the benefits and drawbacks of using sonification in an immersive analytics setting. / Doctor of Philosophy / When it comes to exploring data, visualization is the norm. We make line charts, scatter plots, bar graphs, or heat maps to look for patterns in data using traditional desktop-based approaches. However, biologically humans are optimized to observe the world in three dimensions. This research is motivated by the idea that representing data in immersive 3D environments can provide a new perspective that may lead to the discovery of previously undetected data patterns. Experiencing the data in three dimensions, engaging multiple senses like sound and sight, and leveraging human embodiment, interaction capabilities, and sense of presence may lead to a unique understanding of the data that is not feasible using traditional visual analytics. In this research, we first compared the data analysis process in a mixed reality system, where real and virtual worlds co-exist, versus doing the same analytical tasks in a desktop-based environment. In our second study, we studied where different charts and data visualizations should be placed based on the scale of the environment, such as table-top versus room-sized. We studied the strengths and limitations of different scales based on the visual and interaction design of the developed system. In our third study, we used a real-world space science dataset to test the liabilities and advantages of using the immersive approach. We also used audio and explored what kinds of audio work for which analytical tasks and laid out design guidelines based on audio. Through this research, we studied how to do data analytics in emerging mixed reality environments and presented results and design guidelines for future developers, designers, and researchers in this field.

The world moves toward the era of a smart society that is human-centered, sustainable, and inclusive. Countries employed new information and communication technologies to deliver services and engage citizens in the decision-making process. These services are evolving and in the near future, we can expect a plethora of new services related to Smart Society 5.0 and Industry 4.0, in addition to more traditional services. The possibility of these new technologies to foster sustainable development can only be obtained when all target users have fair access to the offered services. In the e-government context, ensuring service quality is crucial for success. While many factors contribute to service quality, user experience is becoming increasingly important. Governments need to put citizens at the center of the design process of their services and ensure that all target users have an enhanced experience with the offered e-services. Moreover, e-government constantly changes over time and continues to drive opportunities and open new possibilities for potential developments. Therefore, it is highly recommended that government agencies regularly evaluate citizens' experience with the offered services and investigate the factors that significantly influence their adoption behavior. However, numerous research efforts investigated the user experience of e-government from the lens of specific government services in an individual or specific range of countries. There has been a lack of a global e-government adoption framework to evaluate users' adoption behaviors of e-government services. Despite successful efforts to formalize certain aspects of user experience, there remains a need for a comprehensive and systematic framework for user experience evaluation. Therefore, the main objective of this thesis is to conduct a comprehensive study of the state of the art in user experience evaluation and develop a unified framework that integrates existing knowledge on the topic. It provides a systematic approach for enhancing user experience by providing guidelines on how to evaluate users' adoption behaviors of e-government services efficiently as a reference for future investigations. The research approach was conducted through two main phases. The first phase aims to design the proposed conceptual framework to evaluate users' adoption behaviors of e-government services. Hence, we have conducted a systematic literature review on user experience towards e-government services and cover all different aspects to better understand target users and enhance their overall experience. This systematic review informed the design of a holistic conceptual framework by investigating factors that significantly affect users' adoption of e-government services globally. The proposed framework provides a standard overarching process for future research in the e-government domain by providing an established methodology for evaluating users' adoption behaviors of e-government services. This framework is global, it is used to evaluate users' adoption behaviors of e-government in any country to ensure that citizens have a good experience with e-government services in that country. The framework includes the most common significant factors influencing users' adoption behaviors of e-government that represent the necessary steps to enhance citizen experience and boost their adoption behavior. The second phase implies the utilization of the proposed framework to evaluate users' adoption behaviors of e-government by developing a reference implementation of e-government adoption based on the proposed framework. The quantitative research methodology was employed using a web-based questionnaire to evaluate the e-government adoption behavior. The questionnaire contains a set of measurement items pertaining to each factor that existed in the proposed framework to investigate their potential relationships. The questionnaire underwent an iterative process of testing and validation to ensure the reliability and credibility of the measurement items. Then, the multivariate statistics, including the structural equation modeling, have been adopted to analyze and examine the framework relationships. Preliminary results of this thesis include two user studies investigating user experience towards specific e-government services to support the development of the conceptual framework. Then, the proposed framework alongside the reference implementation were applied to evaluate the Saudi e-government adoption by evaluating the adoption behavior and developing an explanatory model for the adoption behaviors of Saudi citizens. The contributions of this thesis can be summarized by conducting a systematic literature review on user experience towards e-government services to inform the design of the proposed framework. Then, developing a global conceptual framework for evaluating users' adoption behaviors of e-government. Overall, this thesis provides valuable insights into enhancing citizen experience and increasing their adoption of e-government services, which supports government agencies, practitioners, and policymakers. / Doctor of Philosophy / Governments employed new technologies that are dynamic and smart to deliver services to citizens and ensure they are engaged while using these services. Nowadays, the phenomenon of 'smart society' refers to systems that are human-centered, sustainable, and accessed by all target users. Universal access to government services is the pillar to achieving sustainable development goals as expressions of a smart society. In the electronic government context, ensuring service quality is crucial for success. While many factors contribute to service quality, user experience is becoming increasingly important. Governments need to put citizens at the center of the design process of their services and ensure that all target users have an enhanced experience with the offered e-services. Moreover, e-government constantly changes over time and continues to drive opportunities and open new possibilities for potential developments. Therefore, it is highly recommended that government agencies regularly evaluate citizens' experience and investigate the factors that influence their adoption behavior. In the literature, there has been a lack of a comprehensive review of user experience towards e-government services globally. In addition, many research efforts focused on developing e-government adoption frameworks based on government services in a specific country or a limited range of countries. There has been a lack of a global e-government adoption framework to evaluate users' adoption behaviors of e-government services. Despite successful efforts to formalize certain aspects of user experience, there remains a need for a comprehensive and systematic framework for user experience evaluation. Therefore, the main objective of this thesis is to conduct a comprehensive study of the state of the art in user experience evaluation and develop a unified framework that integrates existing knowledge on the topic. It provides a systematic approach to enhance the user experience by providing guidelines on how to evaluate users' adoption behaviors of e-government services efficiently as a reference for future investigations. This comprehensive review informed the design of a holistic conceptual framework by investigating significant factors influencing users' adoption behaviors of e-government services globally. Hence, the proposed framework includes the most common significant factors influencing users' adoption behaviors of e-government imported from the comprehensive review's results. This framework provides a standard overarching process for future research in the e-government domain by providing an established methodology for evaluating users' adoption behaviors of e-government services. It is used to evaluate the e-government adoption behaviors in any country to ensure the efficiency of e-government services and enhance the citizen experience in that country. The quantitative research methodology was employed using a web-based questionnaire to evaluate the e-government adoption behavior based on the proposed framework. The questionnaire was tested and validated to ensure the reliability and credibility of the questionnaire items. After that, specific statistical techniques, including structural equation modeling, were used to examine and refine the framework relationships. Preliminary results of this thesis include two user studies investigating users' experience towards specific e-government services to support the development of the conceptual framework. Hence, the proposed framework alongside the developed questionnaire and implemented analysis techniques were applied to evaluate the Saudi e-government adoption by evaluating the adoption behavior and developing an explanatory model for the adoption behaviors of Saudi citizens. This thesis supports the e-government by providing valuable insights to government practitioners and policymakers on enhancing citizen experience and increasing their adoption of e-government services.

The Agile software development model is driven by "learning by doing" and rejects Big Design Up Front (BDUF) for that reason. User-Centered Design (UCD) on the other hand requires a more holistic view to be able to create a usable user interface and in the end create a good user experience. Finding a balance between the incremental development and the need for a more comprehensive view of the user interface is therefore the key to usability in Agile software development. The objective of this master thesis was to construct a framework on how to combine UCD and Agile development in general, and specifically for the web based tool, called Alo, at the IS/IT department of Com Hem AB, Sweden. The results of this thesis was that the process of integrating User-Centered Design in Agile software development first of all needs a familiar starting point for both usability experts and developers. This can be achieved with what Desirée Sy describes as “Cycle Zero”, to let usability experts perform initial research ahead of implementation. Designing one sprint ahead should later converge to a more synchronized process where requirements and sketches of the interface are put together, with the help of developers, just in time for the implementation. This does not only prevents waste in the form of documentation and miscommunication associated with hand-offs, but also makes the implementation more purposeful and fun for developers.Secondly, build prototypes early in the process to create a holistic vision of the finished product and to test concepts in usability tests early. Thirdly, create shared understanding (within the development team as well as with outside stakeholders) of user needs by involving the entire team in usability testing. Critical to the success of all the above is that all outside stakeholders understands the Agile process and respects that the team is a self-organizing unit that solves problems within a set of given boundaries, rather than a code factory that feeds on specification documents.

Augmented reality (AR) is an emerging technology with immense potential for enhancing human-to-human interaction tasks, particularly in high-risk environments such as mass casualty incident (MCI) tri-age. However, developing practical and effective AR tools for this purpose necessitates a meticulous user-centered design (UCD) process, thoughtfully crafted and validated through iterative testing with first responders in increasingly contextually relevant simulations. In academic circles, the perceived complexity and time requirements of such a process might discourage its adoption within the constraints of traditional publishing cycles. This is likely due, in part, to a lack of representative applied UCD examples. This work addresses this challenge by presenting a scholarly UCD framework tailored specifically for MCI triage, which progresses seamlessly from controlled, context-free laboratory settings to virtual patient simulations and finally to realistic patient (actor) scenarios. Moreover, MCIs and triage are under-served areas, likely due to their high intensity and risk. This means developers need to 'get it right' as quickly as possible. UCD and evaluation alone are not an efficient means to developing these complex and dangerous work domains. Thus, this research also delves into a cognitive work analysis, offering a comprehensive breakdown of the MCI triage domain and how those findings inform future AR sup-ports. This analysis serves to fortify the foundation for future UCD endeavors in this critical space. Finally, it is imperative to recognize that MCI triage fundamentally involves human-to-human interaction supported by AR technology. Therefore, UCD efforts must encompass a diverse array of study stimuli and participants to ensure that the technology functions as intended across all demographic groups. It is established that racial bias exists in emergency room triage, creating worse outcomes for patients of color. Consequently, this study also investigates the potential impact of racial biases on MCI triage efficacy. This entire body of work has implications for UCD evaluation methodology, the development of future AR support tools, and the potential to catch racially biased negative performance before responders ever hit the field. / Doctor of Philosophy / Augmented reality (AR) is uniquely situated to make work within high-risk work environments, like mass casualty incident (MCI) response, safer and more effective. This is because AR augments the user's reali-ty with context-relevant information, like by providing a temperature gauge for firefighters that is always in their visual field. Development of such AR tools for a sensitive arena like MCIs requires several rigor-ous steps before those tools can be deployed in the field. It is crucial to engage in a user-centered design (UCD) process in partnership with actual emergency responders so they can help us understand what help they need. We outline that UCD process in Chapter 2. Once we understand what responders say they need help with, we then need to evaluate those pinch points in the broader context of their work. This means that we evaluate how their job process creates the situation where responders need the kind of help they are asking for. Understanding this helps us create solutions that address the responder's needs while we minimize any new problems created with implementing a new tool into the job. What we learned from examining the work domain is described in Chapter 3. Once we have this firm foundational understanding of responder needs and work and we have designed an AR support tool, we need to evaluate that tool for effectiveness. It is too dangerous to put the AR tool straight into the field, so Chapter 4 explores how we can create simulations of an MCI scenario to study our AR support tool. Finally, after evaluating our AR tool within the scenarios and the scenarios themselves, we evaluate (in Chapter 5) other facets of the job that may be impacting MCI response. In our case, we explore how racial bias may be impacting patient care. It is important to study bias as it has implications for future MCI training and AR tool development. Perhaps future work can explore an AR tool that offsets bias-based performance, or a training that helps catch bias before responders ever get to the real field.

The current best practices of user-centered design (UCD) may not be optimal with respect to eliciting information from representative users from special populations. This research extended elicitation approaches traditional focus on user needs and context to include criteria describing obstacles users encounter. Military veterans were selected for this research effort as representative users for a use case in technology design that addresses the difficulties associated with community reintegration. This work provides several contributions to the UCD field. First, different elicitation methods were compared by the depth and breadth of design space criteria elicited. Guidelines were generated for designer use of phenomenology in practice. Obstacles were added as an important facet of design, with corresponding grammar rules for construction. Finally, an algorithm was applied as a method for generating personas. Additionally, this dissertation contributes to the field of veteran research. Some example contributions include a set of design space criteria for designers to consider when designing for veterans, and two veteran personas grounded in data procured from the analysis. This research effort was conducted in three phases: elicitation, first-cycle analysis, and second-cycle analysis. The elicitation process engaged 40 military veterans to complete an interview session and a design session. These sessions explored the lived experience of veterans as they reintegrate into communities, and gathered their ideas for technology to assist with veteran reintegration. The researchers who conducted first-cycle coding focused on categorizing the most important participant statements (meaning units) using a codebook. This analysis resulted in over 3,000 meaning units. Additionally, the meaning unit corpus was subjected to systematic second-cycle analyses, using standardized linguistic structures to generate design space criteria. In total, over 6,000 design space criteria were discovered, and these criteria were synthesized to create personas using a situated data mining (SDM) algorithm. Results suggest that the interview session was crucial to elicit higher quantity and broader coverage of design space criteria. It is recommended that designers conduct and analyze interviews that focus on understanding the lived experience of users (not on their technology ideas) as part of a UCD approach. / Ph. D. / User-centered design (UCD) is a design philosophy that emphasizes the needs and other considerations of the end user of a technology when creating that technology. Current UCD practices may not be optimal with respect to obtaining information from representative users from special populations. This research extended elicitation approaches traditional focus on user needs and context to include criteria describing obstacles users encounter. Military veterans were selected for this research effort as representative users for a use case in technology design that addresses the difficulties associated with adjusting to civilian life after service and reintegrating into the civilian community. This work provides several contributions to the UCD field. First, different elicitation methods were compared by the depth and breadth of design space criteria elicited. Guidelines were generated for designer use of phenomenology (study of the lived experience of a population with a phenomenon) in practice. Obstacles were added as an important facet of design, with corresponding grammar rules for construction. Finally, an algorithm was applied as a method for generating personas, which are user profiles created to help designers understand their users. Additionally, this dissertation contributes to the field of veteran research. Some example contributions include a set of design space criteria for designers to consider when designing for veterans, and two veteran personas grounded in data procured from the analysis. This research effort was conducted in three phases: elicitation, first-cycle analysis, and second-cycle analysis. The elicitation process engaged 40 military veterans to complete an interview session and a design session. These sessions explored the lived experience of veterans as they reintegrate into communities, and gathered their ideas for technology to assist with veteran reintegration. The researchers who conducted first-cycle coding focused on categorizing the most important participant statements (meaning units) using a codebook. This analysis resulted in over 3,000 meaning units. Additionally, each meaning unit was examined in second-cycle coding. Standardized linguistic structures and syntax were applied to generate design space criteria. In total, over 6,000 design space criteria were discovered, and these criteria were synthesized to create personas using a situated data mining (SDM) algorithm. Results suggest that the interview session was crucial to elicit higher quantity and broader coverage of design space criteria. It is recommended that designers conduct and analyze interviews that focus on understanding the lived experience of users (not on their technology ideas) as part of a UCD approach.

This study presents a case study that addresses a Customer Relationship Management (CRM) system as a key component in managing customer relations for companies. Due to these systems being very complex and needing a complete understanding of the user requirements to support their actions, this user experience can potentially be hindered. This study aims to highlight these challenges by identifying key usability challenges faced by users and suggesting targeted design improvements from a developer perspective.   This qualitative study explored usability challenges within an existing CRM system through a user-centered approach, gathering data from the users of the CRM-system. Empirical data was collected using interviews in a semi-structured form to delve into the user experience and what issues the users was facing. This methodology has facilitated a great understanding of areas that would need further development of the CRM-system. Applying Nielsen’s usability heuristics as an analytical framework, multiple critical enhancements were identified. These recommendations for enhancements are aimed with the goal of simplifying the user interface and the work conducted in it. The active involvement of the users in this study addressed multiple critical factors of improvements in the CRM-system, with the likes of the importance of integrating direct communication tools within the CRM-system to facilitate direct customer interaction. Additionally, there emerged a need for further development of the system’s performance and responsiveness, as well as enhancing its personal flexibility to adapt the CRM-system to each user's individual work process. This study contributes to the ongoing discourse on enhancing CRM-system effectiveness and user satisfaction through strategic design enhancements.

The Conservation Reserve Program (CRP) plays a vital role in restoring grasslands by removing highly erodible land from production; however, landscape-scale conservation success depends on participation. Fluctuating trends in participation suggest a need to better understand landowners' motivations for enrolling. Since participation hinges on agricultural producers' perceptions of programs, there is utility in understanding programs through their lens to ensure program design accounts for their needs. To understand what drives enrollment, I conducted immersive ethnographic fieldwork in farming and ranching communities of southwest Kansas and southeast Colorado. Through interviews and participant observation, I examined producers' reasons for participating, program perceptions, and the degree to which CRP fits with their lived experiences. I also explored challenges faced by field staff of the Farm Service Agency (FSA) and Natural Resources Conservation Service (NRCS) in working within the program structure. I used open coding to identify common themes and quotes to capture producers' and field staff's points of view. I identified several frames through which producers think about CRP and themes related to how CRP fit well or poorly with producers' and field staff's lives. Frames characterized producer perceptions of CRP as a financial savior, a way to maintain financial solvency, and to gain leverage for their operation. Additionally, CRP was framed as a retirement fund and a conservation program that provides a solution for erodible land. Lived experiences related to wind erosion and the Dust Bowl, perceived community impacts of CRP, and the cultural and economic history of the region, also influenced how producers make sense of and 'frame' the program. Guaranteed payments to maintain cover incentivize participation, especially for land which some producers believe should have never been farmed, or 'broke out', in the first place. Even so, the economic and cultural aspiration to farm may prompt program avoidance or re-cultivation of prior CRP land. In identifying program fit, many felt the program serves a noble purpose but is complicated by rules which lack 'common sense'. While producers valued the program's role in soil stabilization and increased wildlife habitat, CRP requirements during the grass establishment phase and mid-contract management do not always align with producer and field staff visions. Mixed opinions existed around suitable grass species and management practices such as disking, interseeding, and grazing. A dominant theme emerged from producers, echoed by field staff, in the benefits of grazing and need for CRP to increase flexibility to maximize grazing compatibility. Broader program concerns included a shifting program focus, inconsistent enforcement of rules, and one-size-fits-all management. Personal relationships between FSA, NRCS, and producers were generally regarded as positive, and staff members value their role in working with producers to harmonize program requirements with producer needs, within the bounds of the program. Juggling various programs with limited time and other procedural issues leave many field staff feeling overwhelmed and understaffed. Field staff expressed a desire for greater one-on-one time with producers to better communicate program requirements or amend management plans. Both producers and field staff felt CRP could be enhanced to achieve a greater conservation benefit, alleviate staff burdens, and improve overall satisfaction if program rules had both greater flexibility and regional tailoring to correlate with the variable climate and local conditions. In exploring CRP 'frames' and 'fit', this case study provides a window into the interplay of producers' lived experiences in the shadow of the Dust Bowl, and a ubiquitous conservation program's impact on the way land is used. / Master of Science / The Conservation Reserve Program (CRP) compensates farmers for removing sensitive lands from agricultural production. Since program participation has fluctuated over the years, there is a need to understand participation through the perspective of farmers and ranchers who enroll their land in CRP. The goal of CRP is to provide habitat, reduce soil erosion, and prevent runoff; however, understanding producers’ reasons for enrolling may paint a clearer picture of how to better match human needs with program objectives. To understand these motivations, I used a deep dive approach in communities of Southwest Kansas and Southeast Colorado to better learn about perspectives related to CRP from both producers and field staff of the Farm Service Agency (FSA) and Natural Resources Conservation Service (NRCS). I conducted face-to-face interviews and participated in a variety of activities with field staff and producers to understand why people enroll, and to what degree CRP fits with their needs and desires. Through my time in the field and analyzing interviews and fieldnotes, I found several frames or ways of thinking about CRP. These include CRP as a retirement fund, as financial solvency, and as a conservation program and answer to land blowing or wind erosion. Additionally, I found several themes related to program fit including concerns with one-size-fits-all management, changes in the program’s focus and rules over time, and the need for greater flexibility to match CRP requirements with local site conditions and producer needs such as grazing. Field staff expressed concern over program staffing and time constraints and echoed many of the program mismatches discussed by producers. The management implications in this thesis were inspired by ideas from producers and field staff who thought CRP could be adapted to take advantage of opportunities that make sense for the climate as well as agricultural and procedural needs. This case study provides a window into how lived experiences around farming and ranching in the Dust Bowl region interact with a widespread conservation program to impact the way land is used.