Abstract
As we mentioned in the first chapter, the concept of “quality” for a product (For the meaning of the term “product” used in this book, see Sect. 1.1.) or a system is, in this book, dealt with starting from the assumptions and perspective of Ergonomics, in particular, the HCD approach.
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Notes
- 1.
For the meaning of the term “product” used in this book, see Sect. 1.1.
- 2.
The assumptions of this analytical approach are contained in the main ergonomics texts regarding usability. These main texts include: Norman (1988), Wilson and Corlett (1990, 1995), Rubin (1994), McClelland (1995); Jordan et al. (1996), Jordan (1998), Stanton (1998), Green and Jordan (1999), Norman (2004), Rubin and Chisnell (2011), Wilson and Sharples (2015).
The idea of ergonomic quality as “quality of interaction” and “quality in terms of use” is also widely discussed in the texts of Buti (2001, 2008), Tosi (2001, 2005, 2008) and Anselmi (2003), which are cited in the bibliography.
- 3.
For the meaning of the terms interaction, system and product used in this volume, see Sects. 1.1 and notes 2, 3 and 4 in Chap. 1.
- 4.
For the meaning of the term “needs” used in this book, see Sect. 1.1.
- 5.
This is the case for industrial equipped or devices that are exclusively by specialised technicians, aircraft and racecar driving and steering equipment, or sports equipment for professional athletes and, finally, aids and equipment for the disabled. In these, and similar, cases, users are precisely pinpointed starting from their specific physical characteristics, skills or abilities.
- 6.
Daily use products are products (environments or equipment) that can be used by people who do not necessarily have specific skills or abilities. They include domestic appliances, furnishings and utensils for the home or office, but also complex products and environments, such as cars, computers or residential or public buildings that can potentially be used by the “entire population”.
- 7.
Attention to safety and ease of use of everyday products is a concern for an increasing number of potential purchasers. The choice of a system or a piece of furniture, as well as a domestic appliance, is increasingly based on assessments that concern not only its aesthetic appeal and the reliability of the manufacturing company, but also its safety and reliability over time, and the immediate identification and understanding of the usage and command mechanisms.
A similar evaluation is performed for the usability of what purchasers consider to be technologically innovative products. In particular as it relates to products equipped with control or adjustment mechanisms that are not immediately understandable (think of a mobile phone or video recorder, but also washing machines and dishwashers with different settings for pre-washing, washing, energy saving, drying, etc.), the judgment made by the potential purchaser concerns the compliance of the product with their needs, and the simplicity and comprehensibility of its command and programming systems. Their judgement, therefore, takes into account, with varying degrees of awareness, the accuracy and completeness with which the product achieves the objectives (for example, mechanical functionality or programming flexibility), the time and physical and mental effort that use of the product requires, as well as, of course, its price and its usefulness.
- 8.
See Buti (2008).
- 9.
The case of the Internet is of considerable interest in this respect, as its dissemination is causing a sort of cultural marginalisation which victimises anyone who does not have the ability to connect to the Internet. Internet access, and the potentially infinite amount of information and communication that it can provide, is a privilege reserved for those who, in addition to possessing or having the necessary equipment available, are also able to use it. The access and research procedures, and the logic with which one moves within the network, represent an incomprehensible and hostile universe to those who are unfamiliar with its language and its codes. The problem obviously concerns the social strata, who, for economic or cultural reasons, are unable to buy a PC and/or use one, but it also concerns, perhaps in a more serious and obvious way, the elderly, for whom learning new languages and dialogues (which are now used not only for computer systems, but also for the interfaces of mobile phones, appliances, public utility services, etc.) is objectively different from those that are learned and consolidated over time; this causes exclusion from social life and from the forms of communication that we consider “normal” today.
- 10.
On this subject, see: Jordan (1998).
- 11.
See Jordan (1999, p. 209).
- 12.
According to C. Freeman, a technological revolution is a profound transformation induced by far-reaching innovations (such as the introduction of electricity or the creation of railways) that not only favour the creation of a new range of products or services, but also involve innovation of processes (productive and economic) and affect every other sector of the economy (and social organisation), by modifying the structure of the production factor costs and the conditions of production and distribution for the whole system. The characteristics of a technological revolution can be summarised as:
-
“A drastic reduction in the costs of many products and services and a widespread perception of new profitable investment opportunities;
-
a considerable improvement in the technical characteristics of many products and processes, in terms of their reliability, precision, speed and other performance characteristics;
-
the political and social acceptability, particularly as it pertains to the spread of technological innovations outside the sector in which they arose and the legislative, educational and regulatory changes that may require;
-
environmental acceptability, as it pertains to the environmental costs that the dissemination of technological innovation may entail;
-
the general effects on the economic system, i.e. the ability of innovation to impact the conduct of the entire system and not only a specific social or economic sector. Based on these considerations, we can say that nuclear energy cannot be defined as a technological revolution, while this definition is entirely appropriate in the case of microelectronic and IT technologies”. See Freeman (1985, pp. 193–195).
-
- 13.
See Norman (2013, p. 25).
- 14.
- 15.
This refers, in particular, to the ISO 20282: 200, “Ease of operation of everyday products requirements for user characteristics” standard, and to the ISO/IEC 71: 2001 guidelines, “Guidelines for developers to address the needs of older persons and persons with disabilities” (today known as ISO/IEC 71: 2014 guidelines, “Guide for addressing accessibility in standards”, which adopts the usability definitions contained in ISO 9241/11, (transposed into ISO 9241/210: 2010) and interprets them within the framework of the design criteria for accessible and inclusive products. For this subject, see Chap. 9 “Ergonomics and Design for All: Design for inclusion”.
- 16.
By way of example: a smartphone’s interface may be “easy to use” for a young person who is accustomed to using computer programs and digital interfaces, and absolutely incomprehensible and impossible to use for an elderly person or for those who do not understand the language and the dialogue logic; the correct and complete use of an electrical appliance notoriously assumes the user will read instruction booklets, the language of which often appears understandable only to specialised technicians and, similarly, numerous furnishing elements are often accompanied by equally complex instructions for assembly and use.
- 17.
“Social inclusion” is a specification of “design for inclusion” as it pertains to the use of products, services and systems.
- 18.
On this theme, see the volume of: Tosi and Rinaldi (2015).
- 19.
The distinction between specialised use and daily use may not be easy to define in some cases, and the same product can be used by users with different skill levels (and/or physical or psycho-perceptive ability) with different objectives and in different contexts.
A personal computer and its programs can be used at home or in an office with a medium level of skill (which today is considered normal), without there being structured procedures that regulate their use nor controls on the correct execution of such procedures.
Regardless of the environment in which the computer is used (home or office), in this case, the user is a “generic user” and it is not possible to determine a priori their characteristics (for example the age, the anthropometric characteristics or the visual capacity) or specific needs and expectations.
On the other hand, the same personal computer can be used for the management of very extensive databases and require specific professional preparation. In this case, the user is an “operator”, who requires a high skill level in using the program, which follows procedures that are structured according to the objectives required by the management, and operates within an environmental context and controlled system.
- 20.
See Sect. 5.2 “Functionality, security, accessibility”.
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Tosi, F. (2020). Designing for People: Design References. In: Design for Ergonomics. Springer Series in Design and Innovation , vol 2. Springer, Cham. https://doi.org/10.1007/978-3-030-33562-5_4
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