SANSekstra Fra usability-krav til brugergrænseflade IT-kontrakter for it-folk User support Kilder UID: Soren Lauesen: User interface design - A software.

Præsentationer af emnet: "SANSekstra Fra usability-krav til brugergrænseflade IT-kontrakter for it-folk User support Kilder UID: Soren Lauesen: User interface design - A software."— Præsentationens transcript:

1 SANSekstra Fra usability-krav til brugergrænseflade IT-kontrakter for it-folk User support Kilder UID: Soren Lauesen: User interface design - A software engineering perspective. Addison- Wesley, 2005. Fra kapitel 12. Kontrakter: Soren Lauesen: IT-kontrakter for it-folk. http://www.itu.dk/people/slauesen/Papers/Kontraktintro.pdf Ekstra: Nye slides som ikke har noget sidestykke i bøgerne. © 2005, Pearson Education retains the copyright to the slides from the books, but allows restricted copying for teaching purposes only. It is a condition that the source and copyright notice is preserved on all the material.

2 Basis for brugergrænseflade: Piagets objektkonstanslov: Når vi har set en ting, tror vi den eksisterer - også når vi ikke ser den 2. Ekstra: Fra usability-krav til brugergrænseflade Designprincip: Bevar illusionen Trin 1: Virtuelle vinduer - hvad brugeren skal tro Trin 2: Gå tasks igennem og tilføj knapper Trin 3: Prototype og usability test Trin 4: Konstruer og programmer

3 3. Trin 1: Virtuelle vinduer T1.1 Book T1.2 Check in... Stay Stay#: 714 Guest:John Simpson Address:456 Orange Grove Victoria 3745 Payment:Visa Itempersons 22/9Room 12, sgl160$ 23/9Breakf. rest14$ 23/9Room 11, dbl280$ 24/9Breakf. room212$ 24/9Room 11, dbl280$ Rooms Prices22/923/924/925/9 11DoubleBath8060OB 12SingleToil60OOBB 13DoubleToil6050BBB T1.1 Book, T1.2 Check in... Datapræsentation Ingen "knapper" Få vinduer Genbrug vinduer Ting ikke handlinger Overblik Skal støtte alle tasks Forståelsestest med brugere

4 4. Hotelsystem: Alle de virtuelle vinduer Service prices Breakf. rest.4 Breakf. room6... Stay Stay#: 714 Guest:John Simpson Address:456 Orange Grove Victoria 3745 Payment:Visa Itempersons 22/9Room 12, sgl160$ 23/9Breakf. rest14$ 23/9Room 11, dbl280$ 24/9Breakf. room212$ 24/9Room 11, dbl280$ T1.1 Book, T1.2 Check in..., T1.6 Price change T1.1 Book, T1.2 Check in... T1.6 Price change T1.5 Record breakfast list T1.1 Book, T1.2 Check in...

5 5. Trin 2: Gå tasks igennem og tilføj funktioner/knapper Service prices Breakf. rest.4 Breakf. room6... Stay Stay#: 714 Guest:John Simpson Address:456 Orange Grove Victoria 3745 Payment:Visa Itempersons 22/9Room 12, sgl160$ 23/9Breakf. rest14$ 23/9Room 11, dbl280$ 24/9Breakf. room212$ 24/9Room 11, dbl280$ T1.1 Book, T1.2 Check in..., T1.6 Price change T1.1 Book, T1.2 Check in... T1.6 Price change T1.5 Record breakfast list T1.1 Book, T1.2 Check in... (EditData) Book PrintConfirm. Find Guest Select Line NewStay NewGuest ResetSearch FindRooms ChooseRoom ResetSearch Book 11 funktioner til Book 30 for hele systemet Book PrintConfirm. Checkin Checkout AddServiceLine... Find Guest FindStay Select Line OpenStay NewStay NewGuest ResetSearch FindRooms ChooseRoom ResetSearch Book Checkin RepairRoom AddRoom... AddService DeleteService PrintServiceList (Update) PrintBreakfastList

6 vwServiceList 6. Tilføj navigeringsfunktioner via tilstandsdiagram FindGuest, FindStay NewStay, OpenStay... NewStay OpenStay Book, Checkin PrintConfirm Checkout AddService... Book Checkin DeleteStay vwFindGuest vwRooms FindRooms, Repair Book, Checkin vwStay(new) vwStay(rec) vwBreakfast AddService DelService... CloseS CloseR OpenRooms

7 7. Trin 3: Prototype (mockup) Find guest Search guest from NameStay No. PhoneRoom No. Date28-08-2002 Find guestF2 GuestPhoneArrivalRoom#Stay# John Simpson, 456 Orange9421370028-08-200212714 Lise Hansen, Dyssegaards3956174828-08-200212753 Yun Chen, Kirchgasse 628-08-200213, 14749 Find stayF3 ResetF4 New stayF5 New guestF6 Open stayF4 Hotel system Rooms Breakfast Services Undo Open service list Add service Delete service Print service list Mockup prototype Usability testes Når testen er OK har vi en design spec Mini spec: If Name empty Then... Traditionelle use cases og UML? Meste overflødigt for brugergrænsefladen

8 8. Trin 4: Konstruer det Black-box test cases

9 FindGuest... s = "SELECT qselStays.stayID, tblGuest.guestID, tblGuest.name, " s = s & "address1 & ', ' & address2 & ', ' & address3 AS addr, " s = s & "tblGuest.phone, qselStays.arrival, qselStays.rooms, qselStays.state AS qstate " s = s & "FROM qselStays RIGHT JOIN tblGuest ON qselStays.guestID = tblGuest.guestID " If val <> "" Then s = s & "WHERE (" & crit & ") " If equal Then s = s & "= " & val & " " Else: s = s & "Like ('*" & val & "*') " End If s = s & "ORDER BY iif(qselStays.arrival is null, #1-1-2040#, qselStays.arrival), tblGuest.name;" CurrentDb.QueryDefs!qselGuestStays.SQL = s 9. Og programmer det White-box test, Branch test... 2-3 gange så mange cases som i mini-spec

10 10. Virtual Window method - overview Data modelTask descriptions Virtual windows Mockup Programming Usability testing Understand- ability testing Search, New Check in, Print Functions needed on a giant screen Open, Close Goto, Back Navigation functions for a real screen

11 11. Vigtigst: Virtuelle vinduer. Eks: Traditional medication screen Classical forms and tables. Easy to develop for programmers. Hard for local designers. Much detail - little overview.

12 EHR - Department M126 Patients Ward Reminders Undo Medication details Drug:Pinex Start:22-06-09 End:01-07-09 Form:400 mg tablet Dose:3 * 400 mg Diagnoses Arthritis Infection Notes Surgery Ergo Home Medicine Ibumetin Picolon Pinex Lab PJuneJuly 111211910111213 D. Smith 010243-0999 Note:22-06-09 Auth:NCH Type:Surgery Pt complains that... 12. Avanceret visualisering: The patient's LifeLine

13 Data model - MyClinic (names: singular, no E4C, no caps, no "table") ClinicalData DrugTermination Course DrugDose History ClientDrug PrescriptionLine MedicalRecord LineLog MedicalRecord Line MedicalRecord Client ServiceClaim ClientDrug SideEffect Client Diagnosis ClientDiagnosis Log Clinical Measure ICPC ICD10 ClientDrug Log ICPChokus Edifact MessReceived Edifact MedDisSend ReferralReceived ClientObjective ClientVaccinationVaccine ClientOperation Code OperationCode Family Relation CompanyInfo (data area) Speciality Reminder Consultation Service ReferralReceived Diagnosis DrugSideEffect DrugText Heading DrugMedicament Dose DrugCave Relation InteractionText Inter- action DrugFormular Content DrugBlood Restriction PharmaCompany DrugPreparation DrugMedicament DrugPacking DrugCave State DrugCave Text DrugDose ATCcode FormularGroup DrugIndication DrugMedicament Indication DrugForm DrugDose Administration DrugConcen- trationUnit DrugSubsidy DrugGeneric Substitution ClientDiagnosis Group ICPCspec ClinicalData Container DocuType DocuRefDocu DocuValue DrugDelivery ? ? Relation Clinic Organisation Empl

14 14. Erfaringer med virtuel-vindue-metoden Projekter - Web og GUI Professionel lydmåling (B & K) Intensivafdeling (Daintel Hospital system) Lokalereservation (CBS) Støtte til avisproduktion Overvågning af mobilnetværk Hot-line support Call-center support Bygningsovervågning Kursusadministration Biludlejning - back-office Rengøringsadministration (med PDA) Barselsdagpenge - alle tre parter... Fordele Lettere at lære systemet Effektiv støtte af arbejdsopgaver Færre skærmbilleder - mindre programmering Mindre udviklingsdokumentation Programmering bliver atter sjovt (brugergrænsefladen kendt fra starten) Produktet sælger bedre Fiaskoer Vi skulle gøre som vi plejer Vores chef designede vinduerne på sin måde Usability test efter programmering Virtuelle vinduer - så trin-for-trin dialog

15 Aftalelov:Tilbud og accept forpligter parterne (rettigheder og pligter). Mundtlige og skriftlige aftaler lige gyldige. Kontrakt:Skriftlig aftale. Lettere at bevise hvad der er aftalt. 15. Kontrakter: Grundlæggende principper Købelov: Aftale om levering af en "ting" (formuegode) mod betaling. Misligholdelse: Aftalen overholdes ikke, fx: -Forsinkelse -Mangler ved det leverede (handelskøb: undersøgelsespligt) Tvister (man kan ikke blive enige): -Domstol -Voldgift -Mediation (mægling) Skabe win-win. Hurtigt og billigt. Ikke offentlig. En vinder (der har mistet penge) og en bitter taber. Dommen er offentlig. Lidt mere uformelt. Lidt dyrere. Bindende. Ikke offentlig. Handelskøb: Ved forsinkelse. Ved (for køberen) væsentlige mangler. Rettigheder ved misligholdelse (misligholdelsesbeføjelser): -Hæve købet (parterne giver ting og penge tilbage) -Udbedring af manglen -Afslag i pris -Erstatning hvis en part har lidt tab Praksis ved it-kontrakter også: -Bod (betale for forsinkelse / mangel) -Ændre aftalen Handelskøb: Sælger har afhjælpningsret indtil den aftalte leveringstid.

16 Omfattende kontrakter der regulerer (har regler for): -Behov og løsning (begge dele kan være krav) -Mangler -Underleverandører -Parternes forpligtelser -Rettigheder -Hvad skal ske hvornår -Afprøvning -Misligholdelsesbeføjelser -Ændringer af aftalen -Andre hændelser, fx strejke, konkurs -Forrang -Tvister -osv. 16. Kontrakter: IT-leverancer I forhold til det krævede - plus rimelige forventninger Analyse, driftsprøve, mv. Hvornår må man hæve? hvor stor bod? Kunden godkender løsningsbeskrivelsen, men det viser sig den ikke opfylder kravene? Fortolkningsrækkefølge ved domstole: -Ufravigelige regler i lovene -Specielle regler i kontrakten -Generelle regler i kontrakten -Sædvane og branchekutymer -Love på området -Tidligere domme Udbredte standard-kontrakter: K18, K33, K01, K02, PLS Købeloven siger fx at sædvane har forrang

17 17. Kontrakter: Eksempel 1 Et firma i oliebranchen fik leveret et ERP system som kunne regnskab, fakturering, mv. Det viste sig at systemet kun beregnede tønder olie med to decimaler, mens alle i oliebranchen regnede med tre decimaler. Kunden ville derfor hæve købet. Leverandøren henviste til at der intet stod om det i kravene og nægtede endda at rette manglen. Imidlertid havde leverandøren kaldt systemet en brancheløsning. Retten fandt at leverandøren kendte kundens forudsætning, hvorfor programmet var mangelfuldt. Men da kunden først havde gjort opmærksom på manglen 6 måneder efter leveringen, havde han forsømt sin undersøgelsespligt og kunne derfor ikke påberåbe sig manglen.

18 18. Kontrakter: Eksempel 2 En virksomhed havde købt et program, der over en længere periode ikke havde virket tilfredsstillende. Kunden hævede derfor handlen. Som reaktion sendte leverandøren en modificeret version som ikke blev anvendt af kunden, men ej heller returneret. Retten fandt ikke at køberen kunne hæve købet, da sælgeren havde en afhjælpningsret, som han ikke fik mulighed for at udnytte. Endvidere kunne det ikke afvises, at den modificerede version kunne have opfyldt kundens krav.

19 19. Kontrakter: Tidsforløb iflg. PLS-kontrakten Prækvalificering Udbud Tilbud Kontraktunderskrift Løsningsbeskrivelse godkendt Overtagelsesprøve godkendt Driftsprøve godkendt (svartider, mv.) Garantiperiode udløber Kontrakten udløber Kravspecifikation. Ofte med kontrakt vedlagt Overordnet løsningsbeskivelse. Ofte med kontraktforbehold "Analysefase". Detaljeret løsning / design. Kan indeholde prototyping. Hævebeføjelser med kompensation til leverandør. Hævebeføjelser ved væsentlig forsinkelse. Levering er sket - kunden skal forsikre systemet Hævebeføjelser ved væsentlig forsinkelse / mangel Kunden må anvende systemet Mangler udbedres via vedligeholdsaftalen Væsentlige mangler udbedres gratis EU begrænset udbud

20 1.En virksomhed (kunden) har indgået aftale om udvikling og implementering af et Content Management System, til interaktiv præsentation af virksomhedens kataloger overfor medarbejdere og kunder. 2.Man aftaler, at kunden selv skal konvertere historiske data fra et ældre eksisterende system. Det nye CMS skal iht. tidsplanen i kontrakten overtages 1. april. 3.I midten af februar bliver kunden klar over, at der er behov for at præsentere katalogerne på betydeligt flere måder end oprindeligt aftalt. Leverandøren accepterer at udvide projektet mod en merpris. 4.I midten af marts må kunden indse, at han ikke har ressourcer til at gennemføre konverteringen, hvorefter leverandøren overtager denne opgave mod en merpris. 5.Systemet er ikke klart til overtagelsesprøve den 1. april. Forsinkelsen skyldes yderligere tid forbrugt på de nye præsentationer, tid forbrugt på konvertering, samt sygdom hos kundens projektleder, der har medført udsættelse af vigtige projektmøder. 6.Overtagelsesprøven afholdes først 1. maj, hvor det konstateres, at systemet har den fornødne funktionalitet, men er meget langsomt pga. historiske data i formater, der ikke var forudset ved aftaleindgåelsen. Hvad skal kunden gøre nu? Hvad burde han have gjort? 20. Kontrakter, kilde: Søren Staugaard Nielsen

21 21. UID12.1 Support situations Getting started: IT-Reluctant user: “I never figure out about this”. IT-comfortable user: “Let me give it a try”. Super user: “I should be able to figure out without the manual”. (If not: Uses manual and/or on-line help.) Proficiency: Learning to work fast and master the system. Lookup - task-related: “How to pay the bill partly credit card, partly cash?” Lookup - system-related: “If I cancel a stay and then Undo, will the guest get the same room? Remember - task-related: “I handled a split pay once - where did I start?” Remember - system-related: “Which discount code - 03 or 05?” “What are the parameters to DLookup?”

22 Paper Book Card Computer On-line help Pop-up, drop-down lists On-screen guides Wizard Assistant Human Course Hot-line Super user Colleague Documentation & support method Potential use 22. UID12.2 Support methods vs. context Legend: SU=suited for super users. U=suited for other users. (U)=partly suited. ?=still experimental SUSUSUSU UUUU ?SUSUSUU (U)UUU ?U?UU UUUU UUUUUU Getting started Proficiency Task System Task System LookupRemember Support situation

23 Getting started Proficiency Task System Task System Paper Book Card Computer On-line help Pop-up, drop-down lists On-screen guides Wizard Assistant Human Course Hot-line Super user ColleagueSU UU(U)(U) (U)U(U)U U UUU UUUUUU Documentation & support method LookupRemember Support situation Hotel system 23. UID12.3 Support plan for hotel system Legend: SU=suited for super users. U=suited for other users. (U)=partly suited.

24 Hotel System - basic tasks Check in a guest who has booked Find the guest from name, street or phone Or find the guest from stay number (booking number) List of matching guests. The booking should be here. Select it. Use Show stay to tell the system that the guest has arrived. Use Find guest to see guests that match When the guest is in the list, but not his booking: Try Guest history to find his stay - he may have booked for another day. Check in without booking When the guest has not booked or you cannot find the booking: Try finding the guest from name, street or phone. (Always check to see whether it is a regular guest.) If the guest is there: Use New stay to check him in without a booking. If the guest is not there at all: Use New guest to record the guest and check him in. Finish check in Check details with the guest Check that the rooms are right. Delete wrong room lines with the menu Stays  Delete room line Add rooms with the Room Selection window. Use Check in to tell the system that the guest has arrived and uses the rooms Set the period that the guest stays Usually you want to see only free rooms Select the room for the guest. Use Book or Check in to give the room to the guest. Use Find room to see rooms that match Select rooms Selected free room Someone is checked in 22-10 Room booked from 24-10 Open the windows you need - main menu Open Find Guest window Open Room Selection window In case of mistakes: Undo the last change In case of mistakes: Undo the last change (see the main menu)

25 Work fast - use the keyboard - drop the mouse Tab from field to field Alt+L moves cursor here (because Last has underscore) Alt+F pushes this button (Find has underscore) F6 to enter list area.  to move up or down. Alt+  to unfold list. Enter or Tab to select. Esc to undo. Ctrl+F6 to enter next window. Ctrl+F4 to close window. Alt (without other keys) to enter menu area.   to move around. Enter to select. Esc to exit menus. Ctrl+Z to undo last change. Menu navigation Field navigation Booking a guest Use the Room Selection window to see whether there are free rooms, prices okay, etc. Use the Find Guest window to find the guest from name, street or phone. (Always check to see whether it is a regular guest.) If the guest is there: Use New stay to see a fresh booking for him. Select a room and Book it for the guest. If the guest is not there at all: Use New guest and record guest details. Select a room and Book it for the guest. The system files the booking as soon as you press Book. You don’t have to close the window. If the guest wants more than one room: Select the room from the Room Selection window. Use Book again to book this room too. If the guest wants a confirmation letter: Use Print confirm. Checking out a guest Use the Find Guest window to find the guest’s stay. Enter the room number and night (notice: night is not this morning, but yesterday). Use Show stay to open the stay window. Check with the guest that it is the right room or rooms, the right number of nights, etc. Check with the guest that all Services are recorded - also this morning’s breakfast and last night’s minibar in the room. Add any missing service in the star-marked line. You may use Draft invoice to print a draft for the guest to check. Make sure the pay form (Master, Visa, etc.) is correct. Then use Check out to print the real invoice. Receive payment. The system records that the guest has checked out as soon as you press Check out. You don’t have to close the window. Recording breakfast and services Breakfast list: When the printed breakfast list arrives from the bar, record all the servings: Use the main menu to open the Breakfast list window. Check that it is the list for the right date. Enter the number of servings room by room. A cross on the list indicates that nobody stayed in this room last night. There should be no servings for this room. As soon as you have entered a number, the system records the service on the guest’s stay. Other services: There will usually be a paper slip or voucher specifying what the guest has got, for instance drinks or sauna. Record such a service in this way: Use the Find Guest window to find the guest’s stay. Enter the room number and night. Use Show stay to open the stay window. On the Services tab, enter the service in the star-marked line.

26 Table of contents 1.Introduction? Installation? 2.Tutorial - getting started Part B. How the screens work 3.Breakfast list 4.Find Guest screen 5.Main menu 6.Room Selection screen 7.Service List 8.Stay screen Part C. Tasks in the hotel 9.Booking 10.Checking in 11.Checking out 12.Changing a stay 13.Breakfast and other services 14.Room repair 15.Price changes 16.Rebuilding the hotel Error codes and overviews? Glossary? Index 26. UID12.5C Structure of reference manual System-related lookups Task-related lookups Dubious Critical Maybe Dubious