Christel Dehaes Kris Vanstappen
The Human Interface Group The Human Interface Group De Regenboog 11 De Regenboog 11 B-2800 Mechelen (Belgium) B-2800 Mechelen (Belgium) (+32) 15 40 01 38 (+32) 15 40 01 38 AppleLink: HIGROUP AppleLink: HIGROUP CompuServe 74462,2727 CompuServe 74462,2727
Abstract The Human Interface Group is a consulting firm specialising in software usability. Their services cover the complete software development cycle. The integration of user interface design (from conceptual design to usalibity testing) and user documentation (from documentation plan to localisation, DTP and packaging) makes them excellent partners for large international companies that develop software. Keywords HCI services; User interface design; User documentation The Human Interface Group The Human Interface Group was founded in December 1992 by the two authors. In September 1994, 7 consultants are working for them. The consultants are all human sciences university graduates (Communication Sciences, Psychology, Languages) with a thorough knowledge of the technical environment in which they have to work. The Human Interface Group mainly works for large companies that develop software for in-house use or as an additional service to their clients. We do not deliver programming services, but add our knowledge and expertise to the technical skills that are most often already present in large companies. HCI Services We strongly believe in the synergy between user interface design and technical communication. In fact, in our opinion, the user interface is the first layer of communication between the software and the user. User manuals and on-line help systems are supplementary layers. But we think software should be as self-explaining as possible. We are able to provide our clients with a fully integrated 'Human Interface' solution, which means we can deliver Human-Computer interaction services throughout the complete software development cycle. We deliver three categories of services: . user interface design . user documentation design . training. User interface design Regarding user interface design, we deliver the following services: . conceptualisation of user interfaces . metaphor design . style guide development and compliance check . user modelling . user interface architectures . dialog design . usability testing. We deliver these services on about any hardware and software platform and have experience with developing user interfaces for Windows, Macintosh, Motif, 3270 terminals, and VT-100 terminals. Graphical user interfaces are our main interest, since several large companies are just starting the conversion from their old mainframe-oriented environments to client/server environments with a graphical front-end. User Documentation Regarding user documentation design, we deliver the following services: . documentation and packaging design . writing . DTP and pre-press (illustrations included) . translation to about all European languages; we have already worked in Dutch, French, English, German, Italian and Spanish . printing and production. We develop off-line documentation and on-line documentation systems on different hardware and software platforms: Windows on-line help systems, Apple Balloon Help and AppleGuide systems, Motif Help, but also help systems running in plain ASCII. Training Finally, we deliver in-company and open training sessions in user interface design and user documentation design. Case study 1 This case study will show how The Human Interface Group integrated user interface design and technical writing services and what the client gained from an integrated software usability approach. ring the presentation, we will try to answer the following questions: . What distinguishes a user interface designer from a technical writer? . Are user interface designers (graphical) artists and technical writers clerks? . Are user interface designers graphically oriented and technical writers verbally? . Why do people choose to be user interface designers or technical writers? . Is it possible to integrate user interface design and technical writing services? . What do user interface designers and technical writers have in common? . To which degree does a common ground of expertise for user interface designers and technical writers exist? . How easily can you get user interface designers to be (good) technical writers ad vice versa? . What are the gains of integrating the roles of user interface designer and technical writers? . Is the common paradigm that "good software generates small manuals" correct? . Can you calculate the costs and benefits of an integrated software usability approach (integrating the roles of user interface designer and technical writer)? Case study 2 This case study will show how The Human Interface Group managed a complex internationalisation project with a large number of parties involved. During the presentation, we will try to answer the following questions: I. Management and coordination of the parties involved . How can you as a central controlling instance optimise the working relation between technical writing companies, translation agencies, DTP companies, production companies, and your client? . Which role(s) can/should the different parties play? - Can and should you encourage writers to think ahead to translation and DTP? - Should you force translators to deal with the tags in a Windows On-line Help document? . Can you guarantee adherence to timing, budget, and quality if so many parties are involved? - Which rules should you set at the start? - Which degrees of freedom do you have and are you able you grant your subcontractors? . Which are the main planning and coordination bottle-necks to be solved? - Can you write/develop and translate in parallel? - Can you translate software and documentation in parallel? - Should you wait until everything is translated to start the DTP phase? II. Translation and localisation: pitfalls and booby-traps . What distinguishes a good translation company from an excellent one? . Is localisation the main issue to consider regarding international communication? - Is the cultural issue really an issue? - What about illustrations, graphical representations, icons,...? . How can the danger of the 'culture shock' be minimised? - Is it necessary/feasible to integrate native people (= real Italians, not Italo-Americans) into your project? - Which type of "native people" do you need ? Marketing, technical writers, ...?