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Research, Teaching, and Industry:

A Journey of Human Factors Sandboxes

Dr. Jamye M. Hickman

+A little about me

Industry

TeachingResearch

+Graduate Research

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Educational Background

Introduced to the concept of human factors as an undergraduate B.A. Psychology, minor in Computer Studies –

Meredith College in Raleigh, NC

The GA Tech Years… Human Factors and Aging Lab

Advisor Dr. Wendy A. Rogers Research Scientist and Lab Recruitment

Coordinator 2 NIH grants from the National Institute of Aging Research focused on developing training for

complex technological systems for older adults

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M.S. Thesis

M.S. Engineering Psychology – GA Tech Trained and supervised research assistants Developed novel training simulator using Visual

C++ Thesis: Age-related effects of action vs. concept

training on developing a system representation Published: Journals of Gerontology Psychological

Sciences Research Question: How does age and training

impact how the user develops an understanding of the system structure?

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Take Home Message

Performance during training does not equate to performance after training

Action training resulted in

Faster task completion times during training

Higher accuracy during training

Concept training resulted in

Faster task completion times at test

Higher accuracy at test

Better system navigation at test

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Dissertation

Ph.D. Engineering Psychology – GA Tech Trained and supervised 1 graduate research

assistant from CS and 3 undergraduate research assistants

Still interested in training on complex systems Dissertation: Understanding the role of

presentation pace in learning a time-sensitive task

Research Question: How does age and training impact the user knowing what to do and do it quickly?

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Take Home Message

Self-paced training consistently higher and faster performance

Static Fast consistently lower performance and slower

Static Slow and Sequential somewhere in the middle

When training for time-sensitive tasks

Self-paced

Emphasize learning goal of timing

Encourage memorization strategies

+Teaching

10+Southern Polytechnic State Univ. Spring 2009 began working as an adjunct

professor, was hired as a full-time employee later that semester

Fall 2009 – Spring 2013 Tenure-track assistant professor Faculty lead over the Engineering Psychology

concentration Advisor to 30+ undergraduate students Developed 8 new courses for the university Certified Distance Educator

Developed university’s first Intro Psychology course online

+ Industry

12+NCR

Project Role: UX Researcher

Goals: Assess UI, functionality, and ADA standards of FedEx Ship&Get solution and provide of list of prioritized improvements

Problem: The FedEx Ship&Get needed a quick and thorough usability analysis prior to the initial pilot launch. NCR’s global consulting team were hired to develop the testing protocol and conduct the research.

On-site testing of FedEx Ship&Get

FedEx Ship&Get self-service shipping solution

13+NCROn-site testing of FedEx Ship&Get – Dallas, TX

Brief Methodology:

Developed on-site research study with a portable lab set up and performed an task walkthrough and screen review using one Sr. UX researcher as the “participant”.Collected qualitative and quantitative data pertaining to user comments, errors, and task time.

Used Excel to analyze the data, co-wrote the final report, and co-presented the results to the client via WebEx

Solution:

A prioritized list of changes from high to low examining the UI, screen flow, hardware design, and ADA standards

14+NCR

Project Role: UX Researcher

Goals: Assess UI and functionality of FedEx self-service kiosks in 3 Chicago area stores and provide of list of prioritized improvements

Problem: The FedEx launched a new interface and hardware layout for the self-service kiosk. The already deployed kiosk was experiencing user frustration, long lines, employee assistance, and a confusing UI. NCR’s global consulting team were hired to develop the testing protocol and conduct the research.

Observational and Survey Research of FedEx Self-Service Kiosk – Chicago, IL

FedEx self-service shipping kiosk

15+NCRObservational and Survey Research of FedEx Self-Service Kiosk

Brief Methodology:

Developed on-site research study to observe actual users in the retail environment then ask questions on an exit interview survey.

Collected qualitative and quantitative data pertaining to user comments, errors, and task time.

Used Excel to analyze the data, co-wrote the final report, and co-presented the results to the client via WebEx

Solution:

A prioritized list of changes from high to low examining the UI, screen flow, and hardware design.

16+CDC NICPC (Injury Center)

Project Role: UX manager over team of UX designer and graphic designer

Goals: Assess UI and functionality of Story Builder portal and recommend a cost effective solution

Problem: The Story Builder portal was created as a way for funded community partners to submit project updates and create professional looking story summaries to share with stakeholders. The original portal had a poorly designed user task flow, confusing buttons, and a lengthy submission process that involved emailing submissions out of the portal then manually entering them back into the portal.

Redesign of Story Builder submission portal

Original Story Builder landing page

17+CDC NICPC (Injury Center)Redesign of Story Builder submission portal

Brief Methodology:

Performed a heuristic evaluation of the existing portal, making note of process flow and UI issues

Conducted a task analysis and function flow, resulting in a streamlined submission process that was turned into an infographic for better comprehension

Solution:

Simplified the UI and reduced the submission process by removing the login, highlighting the steps for an offline submission, and implementing a quick review process completed by the program officer which focused on community sharing not stakeholder interests

+CDC NICPC (Injury Center) Before Redesign After Redesign

19+CDC NCHHSTP (HIV/HIDS)

Project Role: Lead UX Researcher over multiphase usability study. Worked with large team of graphic designers, information architects, SMEs,

Goals: Assess usability of current website, recommend changes, develop and perform usability test of prototype site, and develop usability plan for post-launch

Problem: The existing CDC HIV website was difficult to navigate, hard to maintain, and community resources for HIV facts/testing were hard to locate on the website

Redesign of the CDC’s HIV/AIDS Website

Original HIV/AIDS landing page

20+CDC NCHHSTP (HIV/AIDS)Redesign of the CDC’s HIV/AIDS Website

Brief Methodology: Solution:

Planned and conducted a remote usability study of current website using UserZoom and targeting 4 user groups identified in a previous market research analysis. From this baseline study, formed a list of executable recommendations to the site.

A redesigned website with improved navigation and visibility of HIV/AIDS resources

Worked with graphic/web designers, information architects, and SMEs to develop prototype.

Conducted in-person usability study of clickable prototype using Morae and analyzed quantitative data (task completion time, errors, path) and qualitative data.

Developed experimental protocol for post-launch study to be conducted using UserZoom on the redesigned website

21+Pet Human Designs (PupCentric)

Project Role: Company Owner, Creative Director, and Lead UX Researcher

Goals: Design functional and stylish pet products

Background Story: As a new “pet parent” in 2005, I found myself needing stylish but usable pet products for my new puppy. I needed a stylish tote to carry all my dog’s belongings. There was not a solution on the market, so I created one on the sewing machine in my kitchen.

Building a product line and brand

PupCentric webpage

22+Pet Human Designs (PupCentric)Building a product line and brand

Brief Methodology:

Performed observational research in doggy daycares to determine what solutions would best fit the pet parent on-the-go

Conducted a task analysis to determine what tasks could be supported by a multifunctional travel bag

Solution:

A stylish, yet functional award-winning E.B.D. Carry-all…when you want to carry Every But the Dog. The bag included food and water bowls, integrated poop bag pocket, a blanket, and lots of pockets. The product was an “Everyday Fave” of Rachael Ray and Jamye & Zoe-Joe were on the Oprah Show

23+Deere & Co.

Project Role: Lead Graduate Research Assistant

Goals: Assess UI and functionality of Story Builder portal and recommend a cost effective solution

Problem: Traditionally, Deere & Co. tractor dealers trained and worked directly with farmers. For a growing company, the demands of keeping up with this tradition while centralizing training efforts proved ineffective and costly, in the long run. Although corporately trained, dealers were saddled with the difficult task of individualizing training for specific farmer needs, capabilities, and limitations.

Understanding Dealer needs to train farmers

GreeStar2 tractor system

24+Deere & Co.Understanding Dealer needs to train farmers

3-part Methodology: Solution:

Part 1: Performed a thorough literature review of the existing GS2 materials (i.e., manual, reference guides, marketing materials)

Part 1: Concluded that the current product literature has good system details, but lacks procedural knowledge

Part 2: Conducted a systematic evaluation of GS system structure and system tasks (i.e., function flow and task analysis)

Part 2: Identified system components, as well as major and minor tasks

Part 3: Developed and conducted on-site observational study and semi-structured interviews with dealers. This included a customer walkthrough beginning with the initial buying interest, tractor rides, final purchase and ending with training. The qualitative data analysis began with transcribing, segmenting and coding the recordings, then analyzing them using MaxQDA.

Part 3: The data from the dealer interviews identified dealers were the source of the procedural knowledge, but needed standardized training modules to guide farmers through tasks that focused on learning the system structure and individual differences

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MaxQDA