基于用户研究和人物角色的ERP软件界面设计研究
摘要
本课题研究目的在于对软件界面的设计方法和研究过程进行改进。以用友软件股份有限公司ERP软件实际研发项目为例,将用户研究和人物角色应用于用户界面设计,获取真实用户需求,解决企业研发中的实际问题。
当前企业的软件界面设计和研发流程中主要存在以下问题:1)用户需求不是来自用户,以业务为出发点的需求不符合实际的用户需求;2)过分关注软件的功能和对任务的支持,忽略了用户体验和界面可用性;3)团队沟通问题带来的研究与设计脱节。这些问题根源在于设计的观念不是以用户为中心的。
针对上述问题,本文将用户中心设计作为指导思想,主要研究的内容包括:1)如何通过用户研究获得真实、全面的用户需求;2)如何将这些信息转化成可供团队共同使用的界面设计信息;3)以及如何以这些信息为指导,设计出人性化的界面。
基于上述研究重点,本课题完成的工作是:1)首先通过问题分析确定研究思路,建立了用户行为模式调查的因素框架。2)通过用户访谈、自然观察和基本信息问卷调查的方法收集用户信息。3)对信息进行分析,建立了基础文档。以此为基础,通过对用户行为模式的分析,创建了三个典型的人物角色。4)通过对人物角色的优先级分析,和具体的目标、活动、需求的提炼,确定了界面设计的目标、框架和具体界面形式和内容。最终进行了该软件典型界面的原型设计,方案得到了公司认可。设计过程和研究方法的应用对其他产品的设计研发具有参考价值。
The purpose of the paper is to improve the methodology and process in User interface design. It is based on the project which is from UFIDA ERP. By the way of doing user research and using Personas, get user requirements and solve the enterprises’real problems.
The issues in the software interface design are as below: 1) Design requirement is from the current service, rather than the user. 2) Focus on the functionality instead of the usage usability. 3) Little team-cross communication leads in the barging between the research and design.
The paper is centered on the topic: 1) How to obtain the real and complete user requirement; 2) How to interpret the research results into design guide for cross-team. 3) How to design the interface based on the guide.
The paper includes: 1) Establish the human factors script ; 2) Collect the data by contextual interview and survey; 3) Reveal the behavior pattern and create the personas based on foundation document; 4)Set design priority by personas' usage goal, activity and behavior. The design mock-up is accepted by company and leanings are revealed from the design process.
当前企业的软件界面设计和研发流程中主要存在以下问题:1)用户需求不是来自用户,以业务为出发点的需求不符合实际的用户需求;2)过分关注软件的功能和对任务的支持,忽略了用户体验和界面可用性;3)团队沟通问题带来的研究与设计脱节。这些问题根源在于设计的观念不是以用户为中心的。
针对上述问题,本文将用户中心设计作为指导思想,主要研究的内容包括:1)如何通过用户研究获得真实、全面的用户需求;2)如何将这些信息转化成可供团队共同使用的界面设计信息;3)以及如何以这些信息为指导,设计出人性化的界面。
基于上述研究重点,本课题完成的工作是:1)首先通过问题分析确定研究思路,建立了用户行为模式调查的因素框架。2)通过用户访谈、自然观察和基本信息问卷调查的方法收集用户信息。3)对信息进行分析,建立了基础文档。以此为基础,通过对用户行为模式的分析,创建了三个典型的人物角色。4)通过对人物角色的优先级分析,和具体的目标、活动、需求的提炼,确定了界面设计的目标、框架和具体界面形式和内容。最终进行了该软件典型界面的原型设计,方案得到了公司认可。设计过程和研究方法的应用对其他产品的设计研发具有参考价值。
The purpose of the paper is to improve the methodology and process in User interface design. It is based on the project which is from UFIDA ERP. By the way of doing user research and using Personas, get user requirements and solve the enterprises’real problems.
The issues in the software interface design are as below: 1) Design requirement is from the current service, rather than the user. 2) Focus on the functionality instead of the usage usability. 3) Little team-cross communication leads in the barging between the research and design.
The paper is centered on the topic: 1) How to obtain the real and complete user requirement; 2) How to interpret the research results into design guide for cross-team. 3) How to design the interface based on the guide.
The paper includes: 1) Establish the human factors script ; 2) Collect the data by contextual interview and survey; 3) Reveal the behavior pattern and create the personas based on foundation document; 4)Set design priority by personas' usage goal, activity and behavior. The design mock-up is accepted by company and leanings are revealed from the design process.
引文
[1] Donald A. Norman, Draper SW, User centered system design: New perspective on human-computer interaction, New Jersey: Hillsdale, 1986
[2]许为,人机交互作用研究和应用新思路的探讨,人类工效学,2005,11(4): 37~40
[3] Donald A. Norman, Affordance and design, http://www.ind.org/dn.mss/affordancesinteractions.html, 2002
[4]许为,以用户为中心设计:人机工效学的机遇和挑战,人类工效学,2003, 9 (4):8~11
[5] Steve Krug, Don't Make Me Think: A Common Sense Approach to Web Usability, New Riders Press, 2000
[6]王丹力,华庆一,戴国忠,以用户为中心的场景设计方法研究,计算机学报,2005,28(6):1043~1047
[7]李宗民,蔡小鲤,基于网络以用户为中心的交互式设计,机械工程师,2005,12:131~132
[8] Hackos, J., Redish, J., User and task analysis for interface design, John Wiley and Sons, New York, 1998
[9] Donald A. Norman, Human-Centered Design Considered Harmful, http://uigarden.net/english/human-centered-design-considered-harmful, 2005
[10] Donald A. Norman, HCD harmful? A Clarification, http://www.uigarden.net/english/hcd-harmful-a-clarification, 2006
[11] John Pruitt, Tamara Adlin, Persona Lifecycle: Keeping People throughout Product Design, Morgan Kaufmann, 2006
[12] Dishman E., Healthcare revolution: Technologies enable seniors to age gracefully at home, Intel Technology Magazine, 2004, 5(11): 1~11
[13]李雨明,尹强,吴风平等,ERP、CMM和OPM3在我国的应用研究,中国科技信息,2005,13
[14] Jakob Nielsen, Designing Web Usability: The Practice of Simplicity, New Riders Press, 1999
[15] John M Williams, Microsoft's Vista: Guarantees People with Special Needs Access to Computers, The Exceptional Parent, 2006, 36(8)
[16] Leffingwell, D., Widrig, D., Managing software requirements: A unified approach, Boston: Addison Wesley, 2000
[17] Vredenburg K., Mao J. Y., Smith P. W., A survey of user-centered design practice, Proceedings of ACM CHI 2002, 2002, 4(1): 471~478
[18] Benyon, D., Macauley, C., Scenarios and the HCI-SE design problem, Interacting with computers, 2002,14(4): 397~405
[19]佚名,什么是ERP(企业资源计划系统),http://www.enet.com.cn/article/2007/0404/A20070404523651.shtml,2007
[20]托马斯. H.达文波特,ERP必备指南,宋学军译,北京:机械工业出版社,2002,1~3
[21] Burns, J., Madey, G., A framework for effective user interface design for web-based electronic commerce applications, Informing Science, 2001, 4 (2): 67-75
[22]徐苏,林振荣,交互设计在电子商务网站中的应用研究,科技广场,2004,09 :12~14
[23] Ferre X., Juristo N., Windl H., Usability basics for software developers, IEEE Software, 2001, 17(1): 22~ 29
[24] Holtzblatt, K., Personas and contextual design, http://www.incent.com/community/design_corner/02_0913.html, 2002
[25]金纯,张乃仁,基于认知理论的人机界面标准化设计原则,人类工效学,2005,11(3):32~34
[26]李乐山,工业设计思想基础,北京:中国建筑工业出版社,2001,225~227
[27] Jennifer Merritt, TRX Previews ResX Upgrades, Including New User Interface, Business Travel News, 2006, 23(13)
[28] 9Alan Cooper,交互设计之路:让高科技产品回归人性,第二版,Chris Ding译,北京:电子工业出版社,2006,139~141
[29] Kurosu M., Interface technology and the meaningfulness of life, In: Proceedings of the APCHI 2002 User Interaction Technology in the 21st Century, Beijing, 2002, 47~51
[30] Scott Berku, The importance of simplicity:Create ease of use without losing power, http://msdn2.microsoft.com/en-us/library/ms993297.aspx, 1999
[31] Jakob Nielsen,可用性工程,刘正捷等译,北京:机械工业出版社,2004,77~81
[32] Carroll, J., Making use: Scenario-based design of human-computer interactions, MIT Press, 2000
[33] Jonathan Grudin, John Pruitt , Personas, participatory design, and product development: An infrastructure for engagement, Proc. PDC 2002, 144~161
[34] Nielsen, L., From user to character: an investigation into user-descriptions in scenarios, Proc. DIS 2002
[35] Earl Babbie,社会研究方法,第10版,邱泽奇译,北京:华夏出版社,2005,359~387
[36] Alan Cooper,Robert Reimann,软件观念革命——交互设计精髓,詹剑峰等译,北京:电子工业出版社,2005,70~83
[37] Kim Goodwin, Goal-directed methods for great design, CHI 2002 tutorial, http://www.acm.org/sigchi/chi2002/tut-sun.html#9, 2002
[38] Gary Randolph, Use-Cases and Personas: A Case Study in Light-Weight User Interaction Design for Small Development Projects, Informing science, 2004, 7
[39] DDF.UPA中国,角色设计简介,UF2006用户体验年会资料,2006
[40] Donald A. Norman, Ad-Hoc Personas and Empathetic Focus, www.patentist.info/patent-invention/43298.html, 2004
[41] Shneiderman B, Designing the user interface, Third Edition, Reading, MA: Addison-Wesley, 1998
[42] Barki, H., Hartwick, J., Measuring user participation, user involvement, and user attitude, MIS Quarterly, 1994, 18 (1): 59~82
[43] Freydenson, E., Bringing your Personas to life in real life, http://boxesandarrows.com/archives/002343.php, 2002
[44] Tina Calabria, An introduction to personas and how to create them, http://www.steptwo.com.au/papers/kmc_personas/pdf/KMC_Personas.pdf, 2004
[45]李乐山,人机界面设计,北京:科学出版社,2004,182
[46]张煜,基于用户调查的个人随身娱乐终端产品设计:[硕士学位论文],西安:西安交通大学,2005
[47] Carroll J. M., Scenarios and design cognition, In: Proceedings of the APCHI 2002 User Interaction Technology in the 21st Century, Beijing, 2002, 23~46
[48] Gavriel Salvendy,董建民,傅利民,人机交互:以用户为中心的设计和评估,北京:清华大学出版社,2003,134~135
[49] Kim Goodwin, Getting from research to personas:harnessing the power of data, http://www.uie.com/events/roadshow/know_your_users/articles/research_to_personas/, 2002
[50] Hugh Bayer, Karen Holtzblatt, Contextual Design: defining customer-centered systems, San Francisco: Morgan Kaufman Publisher, Inc, 1998
[51] John Pruitt, Jonathan Grudin, Personas Practice and Theory, http://research.microsoft.com/research/coet/Grudin/Personas/Pruitt-Grudin.pdf, 2003
[52] Kim Goodwin, Perfecting Your Personas, www. cooper.com, 2004
[53] Whitney Quesenbery, Personas: Bringing Users Alive, www.WQusability.com, 2003
[54]李乐山,工业设计心理学,北京:高等教育出版社,2004,115
[2]许为,人机交互作用研究和应用新思路的探讨,人类工效学,2005,11(4): 37~40
[3] Donald A. Norman, Affordance and design, http://www.ind.org/dn.mss/affordancesinteractions.html, 2002
[4]许为,以用户为中心设计:人机工效学的机遇和挑战,人类工效学,2003, 9 (4):8~11
[5] Steve Krug, Don't Make Me Think: A Common Sense Approach to Web Usability, New Riders Press, 2000
[6]王丹力,华庆一,戴国忠,以用户为中心的场景设计方法研究,计算机学报,2005,28(6):1043~1047
[7]李宗民,蔡小鲤,基于网络以用户为中心的交互式设计,机械工程师,2005,12:131~132
[8] Hackos, J., Redish, J., User and task analysis for interface design, John Wiley and Sons, New York, 1998
[9] Donald A. Norman, Human-Centered Design Considered Harmful, http://uigarden.net/english/human-centered-design-considered-harmful, 2005
[10] Donald A. Norman, HCD harmful? A Clarification, http://www.uigarden.net/english/hcd-harmful-a-clarification, 2006
[11] John Pruitt, Tamara Adlin, Persona Lifecycle: Keeping People throughout Product Design, Morgan Kaufmann, 2006
[12] Dishman E., Healthcare revolution: Technologies enable seniors to age gracefully at home, Intel Technology Magazine, 2004, 5(11): 1~11
[13]李雨明,尹强,吴风平等,ERP、CMM和OPM3在我国的应用研究,中国科技信息,2005,13
[14] Jakob Nielsen, Designing Web Usability: The Practice of Simplicity, New Riders Press, 1999
[15] John M Williams, Microsoft's Vista: Guarantees People with Special Needs Access to Computers, The Exceptional Parent, 2006, 36(8)
[16] Leffingwell, D., Widrig, D., Managing software requirements: A unified approach, Boston: Addison Wesley, 2000
[17] Vredenburg K., Mao J. Y., Smith P. W., A survey of user-centered design practice, Proceedings of ACM CHI 2002, 2002, 4(1): 471~478
[18] Benyon, D., Macauley, C., Scenarios and the HCI-SE design problem, Interacting with computers, 2002,14(4): 397~405
[19]佚名,什么是ERP(企业资源计划系统),http://www.enet.com.cn/article/2007/0404/A20070404523651.shtml,2007
[20]托马斯. H.达文波特,ERP必备指南,宋学军译,北京:机械工业出版社,2002,1~3
[21] Burns, J., Madey, G., A framework for effective user interface design for web-based electronic commerce applications, Informing Science, 2001, 4 (2): 67-75
[22]徐苏,林振荣,交互设计在电子商务网站中的应用研究,科技广场,2004,09 :12~14
[23] Ferre X., Juristo N., Windl H., Usability basics for software developers, IEEE Software, 2001, 17(1): 22~ 29
[24] Holtzblatt, K., Personas and contextual design, http://www.incent.com/community/design_corner/02_0913.html, 2002
[25]金纯,张乃仁,基于认知理论的人机界面标准化设计原则,人类工效学,2005,11(3):32~34
[26]李乐山,工业设计思想基础,北京:中国建筑工业出版社,2001,225~227
[27] Jennifer Merritt, TRX Previews ResX Upgrades, Including New User Interface, Business Travel News, 2006, 23(13)
[28] 9Alan Cooper,交互设计之路:让高科技产品回归人性,第二版,Chris Ding译,北京:电子工业出版社,2006,139~141
[29] Kurosu M., Interface technology and the meaningfulness of life, In: Proceedings of the APCHI 2002 User Interaction Technology in the 21st Century, Beijing, 2002, 47~51
[30] Scott Berku, The importance of simplicity:Create ease of use without losing power, http://msdn2.microsoft.com/en-us/library/ms993297.aspx, 1999
[31] Jakob Nielsen,可用性工程,刘正捷等译,北京:机械工业出版社,2004,77~81
[32] Carroll, J., Making use: Scenario-based design of human-computer interactions, MIT Press, 2000
[33] Jonathan Grudin, John Pruitt , Personas, participatory design, and product development: An infrastructure for engagement, Proc. PDC 2002, 144~161
[34] Nielsen, L., From user to character: an investigation into user-descriptions in scenarios, Proc. DIS 2002
[35] Earl Babbie,社会研究方法,第10版,邱泽奇译,北京:华夏出版社,2005,359~387
[36] Alan Cooper,Robert Reimann,软件观念革命——交互设计精髓,詹剑峰等译,北京:电子工业出版社,2005,70~83
[37] Kim Goodwin, Goal-directed methods for great design, CHI 2002 tutorial, http://www.acm.org/sigchi/chi2002/tut-sun.html#9, 2002
[38] Gary Randolph, Use-Cases and Personas: A Case Study in Light-Weight User Interaction Design for Small Development Projects, Informing science, 2004, 7
[39] DDF.UPA中国,角色设计简介,UF2006用户体验年会资料,2006
[40] Donald A. Norman, Ad-Hoc Personas and Empathetic Focus, www.patentist.info/patent-invention/43298.html, 2004
[41] Shneiderman B, Designing the user interface, Third Edition, Reading, MA: Addison-Wesley, 1998
[42] Barki, H., Hartwick, J., Measuring user participation, user involvement, and user attitude, MIS Quarterly, 1994, 18 (1): 59~82
[43] Freydenson, E., Bringing your Personas to life in real life, http://boxesandarrows.com/archives/002343.php, 2002
[44] Tina Calabria, An introduction to personas and how to create them, http://www.steptwo.com.au/papers/kmc_personas/pdf/KMC_Personas.pdf, 2004
[45]李乐山,人机界面设计,北京:科学出版社,2004,182
[46]张煜,基于用户调查的个人随身娱乐终端产品设计:[硕士学位论文],西安:西安交通大学,2005
[47] Carroll J. M., Scenarios and design cognition, In: Proceedings of the APCHI 2002 User Interaction Technology in the 21st Century, Beijing, 2002, 23~46
[48] Gavriel Salvendy,董建民,傅利民,人机交互:以用户为中心的设计和评估,北京:清华大学出版社,2003,134~135
[49] Kim Goodwin, Getting from research to personas:harnessing the power of data, http://www.uie.com/events/roadshow/know_your_users/articles/research_to_personas/, 2002
[50] Hugh Bayer, Karen Holtzblatt, Contextual Design: defining customer-centered systems, San Francisco: Morgan Kaufman Publisher, Inc, 1998
[51] John Pruitt, Jonathan Grudin, Personas Practice and Theory, http://research.microsoft.com/research/coet/Grudin/Personas/Pruitt-Grudin.pdf, 2003
[52] Kim Goodwin, Perfecting Your Personas, www. cooper.com, 2004
[53] Whitney Quesenbery, Personas: Bringing Users Alive, www.WQusability.com, 2003
[54]李乐山,工业设计心理学,北京:高等教育出版社,2004,115
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