Product Creation for All (Fall 2013): Mulit-Function Devices

In the Wellesley college libraries, there are multi-function devices (MFDs) that are both copiers and printers. This blog post is a detailed analysis of the MFDs. I worked on this project with Amy Feldman, so we have similar data/information, although our wording is different.

Analysis of the MFDs
The analysis was created using the 7 stages proposed by Donald Norman in The Design of Everyday Things.

Forming the goal

Print: The goal is to print a document from a library computer on an MFD.
Copy: The goal is to copy a physical document using an MFD.

Forming the intention

Print: The person intends to print a document.
Copy: The person intends to copy a document.

Specifying an action

Print:

Pressing the print button on the computer
Approving the print command
Walking over to the MFD
Logging into the MFD

Press username
Type username
Press enter
Press password
Type password
Press log in
Press ok

Approving the print command
Pressing the start button

Copy:

Walking over to the MFD
Logging into the MFD

Press username
Type username
Press enter
Press password
Type password
Press log in
Press ok

Lifting the top off of the copier section
Placing the document on the glass in the correct position
Closing the copier section
Pressing the start button
Remove document
Press access
Press log off
Lift top off of copier section
Remove original

Executing the action

Print: Execute the specified actions.
Copy: Execute the specified actions.

Perceiving the state of the world

Print: Seeing paper(s) come out with words and/or images.
Copy: Seeing paper(s) come out with words and/or images.

Interpreting the state of the world

Print: Noting that the paper(s) that came out are connected with the previous actions performed
Copy: Noting that the paper(s) that came out are connected with the previous actions performed

Evaluating the outcome

Print: Comparing the paper(s) that came out with the original electronic document.
Copy: Comparing the paper(s) that came out with the original paper document.

How easily can one:

Determine the function of the device?

Relatively easily if one is at all acquainted with printers or copiers.

Tell what actions are possible?

Not particularly easily, as the device is ambiguously covered in various trays, drawers, and buttons.

Determine mapping from intention to physical movement?

With difficulty, as the device’s screen and buttons do not afford clear understanding of the actions necessary to print or copy documents.

Perform the action?

Print: With relative difficulty if one is not acquainted with the device and the systems added by Wellesley College.
Copy: With relative difficulty if one is not acquainted with the device and the systems added by Wellesley College.

Tell what state the system is in?

With relative difficulty, as the process takes place completely within the MFD. The MFD does provide feedback in the form of certain sounds, but the user would have to be very, very well acquainted with the MFD in order to determine which sound goes with which state.

Determine mapping from system state to interpretation?

With difficulty, as the device does not provide good feedback regarding the system state itself, making interpretation difficult.

Tell if the system is in the desired state?

Somewhat easily, as paper(s) with the desired words and images only come out if the system is in the desired state. However, there is a time lag between achieving of the desired state (by pressing the “Start” button) and hearing the whirring noises that accompany the device’s document production.

Based on this analysis,

What is effective about the MFDs?

The MFDs provide clear feedback about whether or not an action was executed properly, but only after the action is complete. When one perceives the state of the world, interprets the state of the world, and evaluates the outcome, it is immediately obvious whether or not the action was successful.

What is problematic about the MFDs?

There are many steps that one must specify and execute in order to print or copy a document. Also, under "perceiving the state of the world," one is not able to sense if an action was executed properly until the paper does or does not come out of the MFD. This is poor feedback and thus problematic.

Needs Assessment

Observe (approximately 10-20 minutes of observation)

One girl pulled off one of the trays while trying to print
People would sometimes ask others how to use the MFDs
Some people found the task quite simple and completed it by apparent rote
One person got help from others

Ask

Methodology: Brief, individual interviews, because we feel that is the most straightforward way to gain personalized perspectives.

Questions:

What year are you in?
Have you used an MFD?
How often do you use the MFDs per week?
When did you first try to use an MFD?
How would you describe that experience?
How would you rate the ease of use of the MFDs the first time you used one? (scale of 1 to 10, 1 being brushing your teeth, 10 being climbing Mount Everest)
How about now?
How did you first learn how to use an MFD?
If you could change one thing about the MFDs, what would it be?

Data:

Person	Year	Q2	Q3	Q4	Q5	Q6	Q7	Q8	Q9
Whitney Fahnbulleh	2017	yes	3x per week	1st wk	got help, simple once explained	5	2	explanation	no obvious flaw
Kaitlin Bohon	2014	yes	4x	late July	slower than previous, mainly b/c of touchscreen typing	5	2	trial and error	they’re okay — the complications are worthwhile, more intuitive setup would be good, we need more!
Claire Schlenker	2016	yes	5x	1st wk	slightly confusing, overall successful	5	3	instruction booklet	revert the login system to a computer basis

*Our sample size is very small, so this data might not be representative of the entire Wellesley College community.

Try

Julie (printing): It took me a minute to figure out how to release my document from the queue, even with the instructions. I was not at all sure that I was doing the right things.

Amy (copying): It took me a while to figure out what the results would be — what size paper, what orientation, and so on. The default “auto” settings are a nice idea, but they don’t tell you what they’re planning, which seems like poor feedback.

Mind Map

Brainstorming Solutions (and eating cupcakes)

Prompt:

Find something to adjust or add to the MFDs that would alleviate their limitations.

Brainstormed Solutions:

Keyboard below screen for ease of use
Extremely attractive individual telling you how to use an MFD (so that you will pay attention)
Larger buttons on keyboards and touch screens
Simplified screens with removal/enlargement of unimportant/important options
Print and Copy buttons
Mandatory tutorials
Reward system of candy when you successfully use an MFD
Easily accessible bowl of candy for the calming of frustrated souls
Instruction manual with lots of pictures
Voice commands
Screens that are step-by-step instructions
Completely automated AI that does the whole process for you

Pugh Chart

We did not use all of our brainstormed solutions. We eliminated (most of) the crazy/highly unrealistic ones.

Criteria	Current MFD	Voice Commands	Simplified Screens / Buttons	Keyboard Below Screen	Step-by-Step Screens	Instruction Manual w/ Pictures	Mandatory Tutorials	Candy Reward System
Cost of physical materials	S	S	-	S	S	- -	S	- -
Human effort required to implement	S	- - -	- -	-	- - -	- -	-	- -
Ease of human adaptation	S	++	++	n/a	++	S	S	n/a
Likelihood of technology error	S	- - -	-	S	-	+	S	-
Time required to implement	S	- -	- -	-	- -	-	S	- -
Time required for use	S	++++	++	+	++	-	- -	S