Design Report
Contents
1. 20 DIMUS 24 19 AICTE EE E 25 ImprovemlifDts es RE ERE TRU daw EXON I Ee ROSA TUE 26 d User Support and Online Help eripe co ede re re eee BAe 21 Conclusion E 28 FREFQRENCES D M 29 Online RESOURCES et 20 Documentation and Books Auge De ut WR EH esl bu tss 20 Palm Banking Client 29 Design Report Marcel B chi Introduction The analysis of the Palm Banking client see analysis report is further devel oped in this second report and a redesigned system is proposed addressing most user interface problems discovered in the prototype Further suggestions from real Piloteers influenced the iterative design process The user interface UI design philosophy is to create a fast application as well as to match use frequency and accessibility which includes the ability to Execute key commands quickly Navigate to key screens quickly Find key data quickly The menu centric navigation is replaced by functional connections where the user first selects an object and then applies an appropriate action This proposal is in contrast to the previous behavior where certain operations required a list selection before the corresponding data was presented With the new approach less or equal stylus tabs are necessary to perform most functions resulting in a grand usability enhancement This paper discusses only the front end of the Palm Banking system I as2. Options Connection Options View according to Preferences is shown Accounts Portfolios Quote Lists Pending Orders Overview Overview Overview Overview Figure 4 1 Window chart for login process and preferences Executed Orders Overview ii Account View Accounts Navigation Accounts Overview Selection Disconnect Options Disconnect Account Transfer Disconnect Statement from Bank Transfer Selection Transactions Account Transfer Details Info Money Check Transfer Figure 4 2 Window chart for account functionality End Session Account Balances 16 29 Design Report Marcel B chi iii Portfolio Navigation View Portfolios Portfolios Overview Selection Disconnect Options Disconnect Portfolio Statement Selection Position Details Buy Sell Quote Sell X Disconnect from UBS End Session Buy Service Service Info Buy Securities Sell Securities Buy Sell Portfolio Securities Securities Evaluation Quote Quote Check Order e Lookup Security Options Lookup Security Set From To Date Figure 4 3 Window chart for portfolio functionality iv Quotes Portfolio Info Navigation View Quote Lists Quote Lists Overview Show Quote Selection Quote List Disconnect Options Disconnect Disconnect from Bank Service Beam Quote List
3. Transfer Money Mame Taxes From e Checking Branch zH Hauptsitz To e US Dollars Number 230649 722 010 Amount 1500 CHF 050 Category Savings account Vulue CHF 1 932 60 Holder Maria Meier Rate 1 2884 CHF USD Balance 4531 85 Figure 4 14 Account transfer with foreign exchange and account information Views and dialogs for the portfolio part Portfolio Stat Blue Chips Position Details Shares Security Curr Value 40 cbas CHF 4esooo Suamtity 15 shares 25 CS Group M CHF 5 D31 25 Security SRM SAiraroup M 15 SAirGroupM CHF 4667 50 Value 4 867 50 10 Swisscom M CHF 4 650 00 Price CHF 324 50 30 LBS M CHE 12585 00 Gain Loss 26 5 Market Swiss 5E Portfolio Blue chip Share 12 6 Dane ur Get asta Figure 4 15 Portfolio statement and position details Pie charts for account balances and portfolio valuation are considered as luxu ry but might be necessary to attract potential users The consumer can switch between a currency and object respectively type presentation 20 29 Design Report Palm Banking Client Marcel B chi Account Balances Portfolio Valuation Amount Ez 33 612 05 81 0 1 400 30 250 2500 00 6 0 4151235 1000 Currency Amount 15 633 75 DEM 2500 00 EUR 402 75 FRF 4402 25 USD 335 60 Total in CHF 18 651 36 100 0 Figure 4 16 Account balances and portfolio valuation with different presentations Type Shores
4. Valid 09 10 09 10 1998 Today 2845 313 Market Masdaq Volume 1619224 Portfolio Tech Stocks Rid Ask 2855 222 Account US Dollars gear 258 657 Figure 4 23 Details of pending order with cancel button and quote details for UBS N share Quantity Buy 185 shores Mews for NCSP Story for Netscape and America Online in Merger Discussions 27 November 12 24 Infoseek and Metscape 24 November 08 30 Metscope Reports Record Rev 05 09 Metscape Launches aet Wha 23 November 16 30 AGL Bid for Metscope Prowes 11 05 Featured Articles From S EP 08 02 Metscope and America Online Done Se e gt Figure 4 24 News headlines and story for Netscape Communications Corp PR Mewswire Monday November 23 8 02am Mountain View calif Mow 23 Netscape Communications Corp Masdaq HSCF today confirmed that it iz in negotiations with America Online Inc ONSE AOL regarding a 23 29 Design Report Marcel B chi Chart for INDL Security Dow Jones Industrial Interval 1 Year LBS e 10 000 Login as lu User Name Moria Meier 9000 Password SOOO Bhp bb Bape PIN Code i i i i i i Status Offline Um Jan Mar May Jul Sep Mov ER Figure 4 25 1 year chart for Dow Jones and login dialog to connect to the Palm Banking service Display Options Update e Every Minute Connection Options fj List View e Funda
5. Show Service End Session Add Show Quote Selection Add Quote Show Quote Lookup Security Selection Options Lookup Security Detailed News Quote Headlines Selection Figure 4 4 Window chart for quotes functionality iv Stock Exchange Orders Navigation View Pending Orders Pending Orders Overview Disconnect Selection Options Disconnect Order Disconnect Details from Bank End Session Figure 4 5 Window chart for pending stock exchange orders Palm Banking Client 17 29 Design Report Marcel B chi View Executed Orders Executed Orders Overview Navigation Disconnect Selection Options Disconnect Order Disconnect Details from Bank End Session Quote Figure 4 6 Window chart for executed stock exchange orders vi Bank Information Navigation View UBS Information UBS Information Overview Disconnect Send Send Message Figure 4 7 Window chart for UBS information Options Disconnect Disconnect from Bank End Session b Screen Layout Palm Banking Client The screen layout part describes the representational or static aspects of the user interface and is illustrated with screenshots Only part of the whole inter face is visualized but all important physical presentations are provided to give users enough details to understand how they would interact with the program i Main List Views These overviews in tabul
6. and appear on the screen at the cursor location The writing area is divided into a text and a number part Graffiti requires the user to learn the PalmPilot s al phabet but understands alternative shapes for many characters to save time and increase accuracy Handwriting recognition accuracy is quite acceptable around 95 for me Little training is required to master alphanumeric writing including core ges tures and simple punctuation compared to international characters The Graffi ti reference is accessible via the menu and different cheat sheets are supplied Graffiti characters DIEING Figure 2 1 Letters and gestures of the Graffiti alphabet On screen keyboard In place of using Graffiti the user can tap an on screen keyboard with the stylus Any text is entered into a temporary window and when dismissed inserted at the cursor location The user can either type letters numbers or international characters This input method is fine for infrequently used characters but interrupts the flow of writing Keyboard abe Int l Figure 2 2 The on screen alphabetic keyboard with QWERTY layout 10 29 Design Report Marcel B chi b Output All PalmPilot models sport a 160 pixel square black and white touch sensitive liquid crystal display LCD The 68 dpi high contrast screen mea sures 60x60 mm and consists of 25 600 pixels Newer version have a backlight feature for more contrast and are capable o
7. Bonds Funds Total in CHF CHF Dialogs for the stock exchange order part Buy Securities Sell Securities Portfolio e Tech Stocks Security Quantity Limit Valid Market Account Market Portfolio e Masdaq Tech Stocks Account e LS Dollar Limit Trigger Valid Market Portfolio Paris SE we Euro Bands e Euro Invest Market e Pari 5E Account Figure 4 18 Stop limit buy of French government bonds advanced trading mode h To distinguish between sell and buy orders a slightly different screen layout was favored changed position of the portfolio pop up menu If the limit is left empty then the order will be executed at the next trading price A price limit is not always possible and depends on the stock exchange and the round lot size must be shown in the quote details For stop limit orders the limit and trigger limit prices are required The valid from and to dates have system default val ues and can easily be changed via the Palm date chooser see next screens 21 29 Design Report Palm Banking Client Marcel B chi Valid From Valid To Figure 4 19 The validity is defined by selecting both date halves from the calendar Dialogs for looking up securities Lookup Security Matches for Swisscom Portfolio Blue Chips SCMM Swisscom Swiss SE Global Directory Lookup Security Li scm Swisscom Mew York SE Security Swiss
8. 8 917 01N can be specified understandable as Checking 15 29 Design Report Marcel B chi 4 Interface Redesign This redesign was developed iteratively as an evolutionary HCI process a Dialog Design Palm Banking Client The dialog design part describes the operational or dynamic aspects of the user interface and is presented in the form of window charts These diagrams help the user to understand the logic and navigation structure of the Palm Banking client The system is built on up to five levels which are getting increasingly linked deeper in the hierarchy 1 Overview level e g portfolios overview modeless forms with list 2 Statement and list level e g portfolio statement modeless forms with list 3 Order or details level e g position details modal dialogs 4 Information level e g chart for position details modal sub dialogs 5 Context sensitive help level e g help for chart options modal dialogs First some remarks on the used notation Level 1 and 2 views sport a naviga tion pop up menu and are shown with rectangles Dialogs have rounded edges and the terminator symbol stands for a Cancel or Done command Menu com mands separate the menu name from the menu item with a colon i Login and User Settings Start Session launch application Connect to UBS Connect Options Options Display Options Preferences Display Preferences Options Connection UBS Information Over view
9. Palm Banking Client Design Report User Interface Design and Development Marcel Biichi 24 January 1999 23 April 2000 Revision 1 0 2 Copyright 1999 2000 PRiSMO All rights reserved Design Report Marcel B chi Table of Contents ge e D 3 1 Specification seed RAE EE 4 System Reguirements ssec ad ees b eoe at au fale duin done e Ein t aded 4 1 Functional Requirements 4 11 User Gioals and Tasks 5 ii Usability Requiremieltits o oco S e breed gel hes 5 b Problematic Tasks EE EEE E T AT 6 1 Task Ree CEET 6 Hierarchical Task Analysis 6 iii Cognitive Task Analysis end hee 8 iv Main User Interface Problems 9 2 Desieit ea cape NT NT I FUNT RT EGER S 9 EE 10 QUEUE M M 11 c Interac om e teal cd ipai 11 3 Task Allocation E 12 4 Interface Redesign deeg 16 a Dialog Design bd oe edicto edu edis Blas 16 1 Login and User Settings eneen ee eenegen Sege 16 I1 JACCOUDLD osten eater sini eee s Aet eae ees 16 Portfolio uie eint DI iens 17 IV QUOS mites es abtenctis EE 17 iv Stock Exchange Orders eod eet En neci 17 11 Bank Intoriation ode RSEN E 18 D Sereen Eegenen 18 PD Main List eae ENS ES en 18 Dialogs and Details Screens
10. Palm UI components Address Calc Book Expense HotSync Oo a Mema Pod Bank List Figure 2 7 PalmPilot with Applications Launcher and the new Palm Bank icon Palm Banking Client 12 29 Design Report Marcel B chi 3 Task Allocation Palm Banking Client The user is involved in many main functions because all transaction processing is delegated to the server and the front end client handles the user interaction see context diagram figure 1 1 Important processes with human computer interaction are found in the login and logout process setting default values and user preferences displaying object overviews displaying object statements and lists displaying object details and information the account transfer process the stock exchange order process canceling orders showing and adding quotes looking up securities sending feedback messages to the bank optional requirement The term object refers to the banking context and means either account portfo lio pending or executed order quote news headline news story chart or secu rity Before considering the allocation of tasks to human to computer or to a human computer interaction we must look at these service functions in more detail For the following discussion I will focus on the Account Transfer cus tomizable via the Preferences and the Display Quote List process in
11. a Required Display Quote List Quote List Display Options Quote Updates Update Interval Quote Choice Process Update Quotes Transaction Transaction Failed 7 Select Quote Required Process Get Full Quote Transaction Transaction Failed 7 Full Quote Display Quote Details Quote Details Figure 3 3 Dataflow diagram of Display Quote List process with task allocation One usability objective is to minimize the amount of data entered by letting the user select from options for bank objects and date periods calendar metaphor Similarly default values are offered for input forms and the user can tailor some of them for his preferred working style But pre filled entry fields must be applied carefully since the relief could compete with the safe execution of certain transactions So for example the computer is not allowed to copy the position quantity for sell orders by default but the holdings must be explicitly entered or released in the preferences by the human Input constraints for fields should be visible i e the portfolio position must be displayed next to the quantity entry when selling a position and so on By rear ranging input fields like the combination of the validity period improves the af fordance of this control Familiar object names instead of the computerized ob ject numbers help to bridge to gulf of execution the account number 230 63
12. ar form are the heart of the Palm Banking application and the starting point after a successful login They deliver important informa tion about the consumer s accounts portfolios stock lists as well as pending and executed orders The available list views depend on the customer profile and only the accounts and quote lists overview are always included Overview we Accounts 1 Oct 11 55 we Accounts Name CUFF Balance Norme CUFF Balance Checking CHF 2 105 30 checking CHF 2105 30 Savings 10 037 45 Sa ings 10 037 45 Taxes CHF 3491 00 Taxes CHF 3491 00 French Francs FRF 4 402 25 French Francs FRF 4 402 25 US Dollars usp 385 60 LS Dollars USD 355 60 Growth Funds DEM 2500 00 arowth Funds DEM 2500 00 Euro Invest EUR 402 75 Euro Invest EUR d 2 r5 Figure 4 8 Account overview with standard tab and transaction time after a stylus tap 18 29 Design Report Palm Banking Client Marcel B chi Portfolios Overview we uote Lists Curr Value Name Market Blue Chips CHF 2577686 Blue Chips Open Tech Stocks USD T 83520 Currencies Europe Mixed Growth Funds DEM 2 500 00 Indices World Mixed Euro Bands EUR 10 400 30 Tech Stocks Closed UBS Funds Mixed Eura Bands Closed SIN Losers Open SIN inners Open Figure 4 9 Portfolio and quote list overview e Pending Orders Overview e Executed Orders Quantity Symbol Curr Limit Quantity Symbol Curr Price Bu
13. ck exchange orders Direct manipulation for example tap navigation within lists and drag and drop to arrange quote lists Further command based interaction is available through menu shortcuts and Graffiti ShortCuts similar to the glossary in Word The form filling style is appropriate for entering stock exchange orders account transfers and security lookups Space saving pop up menus and radio buttons are suitable for discrete data such as choosing a portfolio Direct manipulation further helps the cus tomer to readily navigate between views pop up menu or within a tab dialog toggle icons Accounts Quote Lists Accounts Quote Lists UBS Information UBS Information we Accounts Figure 2 5 Pull down menu with shortcuts pop up navigation menus and icons to switch views 11 29 Design Report Marcel B chi This mixture allows the system to accommodate complete novices with direct manipulation for all important parts as well as experts giving them fast access to menu commands The user should be in control anytime predict application responses and might even be allowed to stop running transactions When an action is chosen which leads to data loss the user gets informed for example before canceling a valid account transfer GI Figure 2 6 Title bar icon that provides online help for dialogs Users need to know the basic interaction techniques with the stylus how to enter text by writing in Graffiti and use the
14. com Markets Figure 4 20 Security lookup consistent interface with the built in find command Lookup Security Symbol Security Market CIBM Ciba SCM Swiss SE coat CSGrouph Swiss SE SRM SAirsrouph Swiss SE SON Swiszzcom M Swiss SE LIBSM UBS H Swiss SE Mew York 5E Eurape Shares America Bonds Asia Fonds All Indices Edit Markets Currencies Figure 4 21 Security lookup from portfolio for sells markets and security type pop up menus Views and dialogs for the quote list and order parts Underneath the login and user settings screens are presented A guest login allows interested consumers to try out all Palm Bank functions with a demo contract for no business rela tionship with UBS is mandatory 22 29 Design Report Palm Banking Client Marcel B chi Quote List Blue Chips Symbol Last Change Symbol Last Change coat 240 04 8 0 coat 240 04 80 CIBM 131 5 T 3 0 CIBM 131 5 43 0 4235 470 0 6 SCMM 470 0 6 0 41 3 SI T B314 1333 SI T B314 1333 1 5 SRM 308 5 w l SRM 308 5 T0 228 SAGE 4462 9 4 Tit ECH 4462 9 4 Tir LEH 420 0 10 0 420 0 10 0 239 Figure 4 22 Blue Chips quote list with market data with and without time stamp Order Details Quote for UBSN Security UES M Security CMOS 3com Corp Time 16 59 8 10 1938 Status Pending Last 22554 amit USD 27 25 Change 19 6 2
15. cribed iii Cognitive Task Analysis This analysis helps to recognize that a certain task can and should be per formed by many solution paths from different starting points I learned from the generalized methods about the very strong connections between the portfo lio stock exchange and market data functions with lots of crucial links be tween them The GOMS analysis could also provide insights how to Learn from patterns for navigation optimization and method standardization which concern the whole application Realize a consistent navigation scheme among actions and an optimal uti lization of modeless forms modal dialogs and alerts to avoid dead end situ ation e g after submitting an order Improve the efficiency of the design by reducing the number of taps to fulfill most key goals Specific methods Method for accomplishing goal of adding a security to a quote list Step 1 Accomplish goal of choosing the quote list Step 2 Issue Add command to open lookup dialog Step 3 Accomplish goal of looking up securities Step 4 Accomplish goal of choosing the security from the found items Step 5 Verify that the new quote is added to the quote list Step 6 Return with goal accomplished Method for accomplishing goal of choosing the quote list Step 1 Accomplish goal of viewing quote list overview Step 2 Choose the quote list from the overview Step 3 Return with goal accomplished Method for accomplis
16. doesn t hide functionality behind menus So the user perceives a clearer system image This enhancement is achieved in harmony with ordinary Palm software which likewise build on the principle of affordance From an attentional point of view the next step in a process is made more visi ble instead of not always being obvious Furthermore the user is given many options where he can select items from a choice and is not forced to type in ar bitrary numbers The intensive task analysis provided a better task structure and a simpler more straightforward navigation order The user can do most of his work effectively with the pen and is not forced to use menus for common tasks The functionali ty can not only be reached with menus but is accessible through context related buttons and tap selections in the interface This approach leads to an easier to use and learn system Menu shortcuts and extensive customize options like professional stock trading are offered for power users The interface applies a direct manipulation interaction style wherever possible to minimize handwriting recognition input The overall number of stylus taps and the amount of data users have to enter has been reduced for all major goals resulting in faster execution time see table 4 1 User Goal Redesigned Client Early Mock ups View account or portfolio statement tap 2 taps View transaction or position details 2 taps 4 taps Transfer money 1 field 3 8 taps 1 2 f
17. e Show detailed quote news and chart data and look up securities See pending and executed stock exchange orders with details Cancel pending orders editing not supported Customize the application including presentation and trading skills Access bank information about complementary services and products Beam quote lists to other 3Com organizers infrared interface The complexity and variety of stock exchange orders should be addressed with different user levels one with basic trading possibilities for novices and anoth er with advanced options for experienced users The software is needed in Ger man French Italian and English The desktop computer is used for managing quote lists and making backups LCD Screen OutputDisplay ViewRequests Palm a a Customer TransactionRequest Palm Banking Server Initially the system should handle around 2 000 retail consumers which will login between 1 4 times a day For a session the connection time will vary be tween 2 15 minutes For each potential user approximately 2 6 accounts and 1 2 portfolios are expected DialogueRequests TransactionResponses Figure 1 1 Context diagram for the Palm Banking client Design Report Palm Banking Client Marcel B chi Telebanking Function Percentage Comments 1 Authorization 100 About 817000 successful logins 2 File transfer of payments 63 Not required for the Palm client 3 Account sta
18. e list Plan 0 1 2 3 to verify task 4 when session is over 5 1 Start client 2 Choose 3 Sell position 4 Check 5 Disconnect and login security pending order Further redescribed Further redescribed Plan 2 1 2 3 Plan 4 1 2 1 View quote 2 Choose 3 Tap on 1 View pending 2 Tap on the lists overview quote list the quote order list placed order Plan 3 1 2 3 4 1 Fill in sell 2 Checkand 3 Place order 4 Verify order order form correct order confirmation Further redescribed Plan 3 1 1 2 3 4 5 1 Choose 2 Enter 3 Set price 4 Set valid 5 Choose portfolio quantity limit from to account Plan 3 1 2 1 2 1 Get detailed 2 Decide on quote price limit Figure 1 3 HTA for selling securities indirect method via a quote list or detailed quote Design Report Palm Banking Client Marcel B chi 0 Add security to quote list 3 Add security 4 Get quote details Plan 4 1 2 Plan 0 1 2 3 to verify task 4 when session is over 5 1 Start client 2 Choose and login quote list Further redescribed Plan 2 1 2 1 View quote 2 onthe lists overview quote list Plan 3 1 2 3 1 onthe 2 Choose added quote detail screen 1 Tap on 2 Lookup 3 Choose Add security security Plan 3 2 1 2 3 4 iterate until found 1 Enter 2 Choose 3 Choose 4 Tap on security name markets security type Search Figure 1 4 HTA for adding new securities to a quote list Further redes
19. f displaying four shades of gray With the contrast wheel people can adjust the screen clarity Besides the pressure sensitive LCD the speaker a piezo style chirper is the second output device Auditory feedback for alerting and feedback purposes is customizable Sound output is particularly useful for drawing attention when a task initiated by the user has completed e g the requested account statement has been received to complement the visual feedback The black bitmap characters on a light greenish gray background provide an excellent contrast to display the information in list views and detail dialogs The size of the standard and bold font 7 pixels and the large font 10 pixels are adequate for the small screen Number date and time output fields should be formatted according to the For mats preferences The Palm OS distinguishes between information confirma tion warning and error alerts and features no cursor or double click Figure 2 3 Information confirmation warning and error alert icons Icons are required to toggle among separate information screens to conserve space One output performance goal is not to present progress indicators SSES EE Figure 2 4 Redesigned progress bar at 75 with 20 marks c Interaction Style Palm Banking Client The interaction style is a combination of these communication ways Menu navigation featuring pull down and pop up menus Form fills for account transfers and sto
20. fluenced by the Display Options The computer supports the user by providing default selections debit and credit accounts set in the preferences and currency and input validation maxi mum amount depending on the currency for transferring money The system also calculates the value based on the exchange rate if necessary and presents substantial data Tasks for the customer are to choose both accounts if re quired enter the amount select the currency only needed if the account cur rencies differ check the order confirm the exchange rate place the order and finally acknowledge the transfer confirmation Transfer Money Transfer Money From Checking From w Checking e US Dollars US Dollars Amount Amount USD Value Value Rate Rate Figure 3 1 Account transfer dialog to select the accounts the currency and to enter the amount 13 29 Design Report Palm Banking Client Marcel B chi Human Computer Select Debit Account Debit Account Choice Debit Accounts Debit Accounts Required Available Preferences Debit Account Restrict Selection Select Credit Account Required Display Credit Accounts Available Credit Account Choice Credit Accounts Credit Account Limit Amount To Maximum Enter Amount Required AmountAllowed Amount Limits Amount Currency Select Currency Displa
21. hing goal of looking up securities Step 1 Enter lookup criteria Step 2 Issue Search command to initiate lookup Step 3 Return with goal accomplished Design Report Marcel B chi Generalized methods Method for accomplishing goal of viewing an object list Step 1 Choose the object list from the register pop up menu Step 2 Verify that the right object list is displayed Step 3 Return with goal accomplished Method for accomplishing goal of choosing an object Step 1 Tap on the object to select it within a list Step 2 Verify that the right object is presented on the next screen Step 3 Return with goal accomplished Table 1 2 NGOMSL task description for the second task of part i The how to do it knowledge is important for working with unfamiliar UI el ements like the register or menu metaphor A register for switching views is represented by a pop up menu in the top right corner of a form and available since the Palm III Menus are mostly invisible and not very common and must be activated by the Menu silk button or a menu shortcut iv Main User Interface Problems Green s cognitive dimensions revealed that the user is forced to make a pre mature commitment by choosing the stock exchange order type and that hid den dependencies exist between entry fields and buttons e g when selecting security numbers The complexity and number of choices for stock exchange orders can be sim plified by differentiating between novice and exper
22. ible for novel customer advancements Attitude In order to engender an enjoyable user experience the UI must con form to the Palm OS User Interface Guidelines and the application must be have like the built in software The interface of the new design should be more visible and effortless to use Improved visual and acoustic feedback should always inform the user about the current state of the system b Problematic Tasks i Task Descriptions The first task is to sell securities from a portfolio and to check the current trad ing price for setting a suitable limit The user either intends to sell a position or discovers a sudden price change while tracking his quotes For example when an Apple position jumps to a new record high after impressive announcements during the Macworld Expo in early January 1999 The only quote list management operation is described as the second task where the user can add a recently issued security to an existing quote list This security is not in any portfolio or quote list and the symbol or security number are unknown requiring him to search for the stock An example would be the initial public offering of the Swiss telecommunication company Swisscom on the 5 October 1998 ii Hierarchical Task Analysis HTA The hierarchical task analysis details both tasks from part i The sell order task can be achieved through more than one procedure and therefore two almost identical HTA diagrams are provided
23. ields 3 14 taps Buy or sell stocks 3 fields 5 15 taps 3 4 fields 8 22 taps Cancel pending order 3 taps 4 taps Table 4 1 Comparison of input fields and taps required to achieve user goals 26 29 Design Report Marcel B chi If at all possible the entire interface is now visible at one time especially for the fill in forms to minimize up and down scrolling The limited screen real es tate is used more efficiently and the visual appearance is more attractive e g table formatting of list views More dialogs are applied in place of views for a leaner work flow and less scrolling has been realized The look and feel as well as the wording is consistent and the behavior of the application is identical with the resident Palm programs d User Support and Online Help Palm Banking Client The install and use system leaves no opportunity for formal training or lengthy user manuals Therefore the program must have the majority of user support built directly into the interface Context sensitive help based on mini malist instructions is implemented for user assistance in most dialogs UBS In formation is another source for valuable information available in the client that delivers product and service announcements as well as answers to fre quently asked questions FAQ accompanied by helpful tips and tricks User support is also delivered as electronic documentation in the form of a Quick Start Guide and a User Manual for
24. lly com Documentation and Books Palm Banking Client Human Computer Interaction 1994 Jenny Preece et al Addison Wesley Good User Interface Design Ray Rischpater article from the Handheld Sys tems 6 2 March April 1998 Palm OS 3 0 Cookbook for Mac OS 1998 3Com Developing Palm OS 3 0 Applications Part I Interface Management 1998 3Com Palm OS 2 0 Tutorial for Macintosh 1997 U S Robotics Palm Programming The Developer s Guide 1999 Neil Rhodes and Julie McKeehan O Reilly PalmPilot The Ultimate Guide 1998 David Pogue O Reilly 29 29
25. mentals Sort List e Alphabetic Network e Sunrise Ubinet Security LEE V Remember Password W Show Time Stamp Timeout After w 15 minutes Figure 4 26 Display options for quote lists and connection options Preferences Login View w Quote Lists Debit Account e Checking Credit Account e Savings Portfolio Lost Used Trading Level e Basic 4 Copy Quantity for Sells IS Show Canceled Orders Figure 4 27 Program preferences iii Menus The menus are categorically grouped and change dynamically depending on the user contract and application context They follow strictly the Palm Com puting UI Guidelines note the unfamiliar shortcuts for the Edit commands The menu bar consists of the View menu with a conventional organization the standard Edit menu the Service menu ordered by frequency of use and the ex tended standard Options menu View Edit Service Options Figure 4 28 The menu bar fits just into the screen width Palm Banking Client 24 29 Design Report Palm Banking Client Marcel B chi Accounts Portfolios Quote Lists Pending Orders Accounts Select All Executed Orders Quote Lists Keyboard UES Information UES Information 1 GrattitiHelp Figure 4 29 Full respectively short View menu no portfolio and standard Edit menu Transfer Money z WM Buy Securities e H Sell Securities Show Quote Beam Quote List E Transfer e Buy Securities e H Sell Sec
26. oney by ac cessing the function via the menu by writing the menu shortcut or by pressing the Transfer button on relevant account screens The tasks for order related goals are summarized as to enter check and place an order To view a statement or detail screen the object e g account quote or order must be chosen before the requested data is revealed iii Usability Requirements The usability requirements are concerned with the learnability and throughput of the software the system s flexibility and the attitude towards its users To measure performance during the evaluation usability metrics are specified were appropriate Learnability The application must be extremely simple to use without train ing or studying the documentation The user must understand all view and basic service functions without difficulty Because stock exchange orders de pend on prior knowledge the system should guide novices safely through the ordering process Design Report Marcel B chi Throughput Quick retrieval and rapid entry of information must be guaran teed for all tasks Novices as well as experts should virtually see no difference in execution speed compared with native programs The typical response time for any operation should be less than 3 and not exceed 5 seconds Flexibility Most changes will arise from new services or products like the Euro common currency or the UBS investment fund account The interface model should also be extend
27. selection rule while for the second task just one solution exists Investments can also be sold from the pending or executed order list and by is suing a menu command or shortcut Trading stocks is considered as an impor tant task so customers will be offered as much access paths as possible see cognitive task analysis To add quotes will be used infrequently and is thought for experienced users The preferred way to update quote list is by managing them on the desktop computer or by beaming lists between PalmPilot owners Palm Banking Client 6 29 Design Report Palm Banking Client Marcel B chi 0 Sell securities from portfolio 3 Sell position 4 Check pending order Plan 0 1 2 3 to verify task 4 when session is over 5 1 Start client 2 Choose and login position Further redescribed 2 1 2 3 Plan 4 1 2 1 View portfo 2 Choose Tap 1 View pending 2 Tap on the lios overview portfolio the position order list placed order Plan 3 1 2 3 4 1 Fillin sell 2 Checkand 3 Place order 4 Verify order order form correct order confirmation Further redescribed Further redescribed Plan 3 1 1 2 3 4 1 Enter 2 Set price 3 Set valid 4 Choose quantity limit from to account Plan 3 1 2 1 2 1 Get detailed quote 2 Decide on price limit Figure 1 2 HTA for selling securities direct method from a portfolio position 0 Sell securities via quot
28. sume that the technical implementation is feasible like the secure wireless communication for domestic customers The analysis of the existing mock ups proofed as a good starting point for gathering requirements Additional alterna tives have been considered from early feedback and studying the built in Palm e G Address Calc Date Book 9 Q Expense 5 Palm Banking Financial services for mobile retail customers based on the Palm organizer Memo Pad To List Marcel B chi Copyright i 1923 PRISMO 4 51pm Battery BENE Figure 0 1 The animation simulates basic task sequences open palmbank gif in your browser Palm Banking Client 3 29 Design Report Marcel B chi 1 Specification a System Requirements Palm Banking Client i Functional Requirements The Palm Banking client gives retail customers access to focused banking ser vices for dealing with accounts portfolios stock exchange orders and market data payments are excluded The program allows consumers to View an account overview statements and transaction details Transfer money between accounts within their assets Display a portfolio overview statements and position details Look at account balances and portfolio valuations optional requirements Buy and sell securities like stocks bonds or funds for leading markets Track real time or delayed financial information in user defined quote lists
29. t users The HTA shows that the four step order process is practical with a simple verification includ ing corrections and submit operation The account transfer can be modeled equivalent and the order form can be streamlined after an analysis of this task on the Multimat ATM Furthermore the natural mapping of buying and selling shares enables the customer to more directly achieve his goals in comparison to the artificial order type decision he faced earlier The lack of user control was discovered for all order dialogs which couldn t be obviously canceled hidden mode and for non interruptible transactions The cognitive task analysis using GOMS made apparent that many tasks are shared between different parts of the client The visibility of the functionality can moreover be intensified by adding multiple access ways into the proper context The new user goal to modify the price limit or validity of a pending order was discussed too Palm Banking Client 9 29 Design Report Marcel B chi 2 Design Options a Input Palm Banking Client The input options are mainly determined by the target PDA An external key board can be attached to the PalmPilot but is very unlikely given the portable nature of the palmtop The stylus as input device provides all the benefits of di rect manipulation and the user can enter data with the pen in two ways Graffiti Graffiti characters are written directly in the text area on the digitizer
30. tement last 30 transactions 45 Easy access is mandatory 4 Account balances balance overview 37 Planned as default overview 5 Account statement with options 36 Not required for the Palm client 6 Payments 32 Not required for the Palm client 7 Portfolio statement 14 Offered since three months 8 Stock exchange orders 3 Offered since three months 9 File transfer of payroll payments 2 Interesting for small businesses 10 UBS Quotes financial information N A Not fully integrated Web link Table 1 1 Summary from the monthly Internet Telebanking statistics for October 1998 ii User Goals and Tasks The following user goals are a subset of the functional requirements Transfer money from one account to another Buy or sell securities from a watch list or portfolio Cancel a pending stock exchange order Verify if a credit or debit payment has been billed Check an account balance or a portfolio position Verify if a submitted stock exchange order has been processed or not Get detailed financial information about a particular security Add single securities to quote lists Exchange quote lists with other users Before the user can accomplish any goal he must step through the task se quence of logging in as a customer connecting to the bank and selecting the desired function The application usually provides several entry points to begin the decomposition process The user can for example transfer m
31. the desktop and pocket computer The getting started brochure should provide enough facts to install the soft ware to make the first connection and explain key functions and navigation concepts On the Palm Banking home page customers get more support like a searchable FAQ or a special download section Trained help desk people can be contacted by phone e mail or the Web in case of problems Help requests for regularly used interface function suggest a design flaw and are precious customer feedback for further product improvements Additional offers like printed flyers a mailing list or news group could com plement the service A multimedia tutorial for a quick introduction on a hybrid CD ROM could be distributed too containing all the necessary software and documents to get up and running 27 29 Design Report Marcel B chi Conclusion The renewed Palm Banking system delivers a great out of the box experi ence for mobile retail customers and builds on these essential design elements for a PalmPilot program Design for the small screen size Limit text input on the handheld Provide seamlessly synchronization with a desktop computer Make the application small and fast One of the biggest challenges a handheld application designer faces is how to fit data in the screen display on a portable companion Additionally the lack of a keyboard makes text entry difficult so its easier to pick objects from lists The follo
32. urities Font Preferences Display Options Lookup Security Disconnect Font Preferences Display Options Disconnect About Palm Bank About Palm Bonk Figure 4 31 Options menu without and with security lookup for security input fields iv Alert Messages Some examples of possible alert messages to gain a first impression Cancel Order Transfer Money The request to cancel Do you really want to this order has been cancel this account accepted transfer Figure 4 32 Information and confirmation alert Canceled Order fy The order to buy 15 UESN for CHF 417 5 has em The system is currently Connection Failure 8 been canceled by the not available Please bank try again later Figure 4 33 Warning and error alert 25 29 Design Report Marcel B chi Account Statement EN Retrieving details for Checking Figure 4 34 Progress dialog with status indicator Transfer Money USD 1 500 were transferred from the The order to buy 355 Buy Securities Checking to the US AAPL for USD 25 172 Dollars account has been registered Figure 4 35 Confirmation messages for account transfer and stock exchange order c Improvements Palm Banking Client The following physical design aspects have been enhanced The system s state is now clearly visible to users e g order and account transfer process The system presents what actions the user can take and
33. wing ways to optimize the interface were applied during the redesign Minimize the number of taps to complete frequent actions Minimize screen clutter by hiding infrequent actions Provide command buttons for common multi step activities Minimize switching or scrolling screens I prefer the visual approach of envisioning design and trying out alternatives but appreciate the structured task analysis to identify problems from a different perspective The synergy of both the creative and the formal method helped me to produce an even superior product to be evaluated in the next phase eval uation report Building a rapid prototype would be quite beneficial for this evaluation Simplicity software modules or even a payment reader might be the focus of the resulting end user feedback About Palm Bank Palm Bank Version 1 0 Copyright 1998 1999 PRISM All rights reserved Figure 5 1 About box of the Palm Banking client Palm Banking Client 28 29 Design Report References Marcel B chi Online Resources UBS Telebanking www ubs com e telebanking html UBS Quotes quotes ubs com UBS 24h Banking www ubs com e pcc 24h html 3Com Palm Computing www palm com Palm OS Documentation www palm com devzone docs html Palm Programming The Developer s Guide www palm com devzone docs pptdg index html Metrowerks CodeWarrior for Palm OS www metrowerks com pda palm O Reilly PalmPilot Center palmpilot orei
34. y Currency Choice y Currencies Required Available Currency Check Process Account Check Command Account Transfer Exchange Rates Transfer Check Transaction Failed 7 Exchange Rate amp Value Confirm Exchange Rate amp Value Display Exchange Rate amp Value Exchange Rate amp Value Order Data p Transfer Command Process Account Transfer Transaction Transaction Failed 7 Processed Order Transaction Succeded Verify Transfer Confirmation Transfer Confirmed Display Confirmation Figure 3 2 Dataflow diagram of Account Transfer process with task allocation Displaying a quote list is a typical information retrieval task and doesn t de mand the user to enter any input because the software offers him convenient selection choices The desired stock list is requested by tapping directly on the list name in the overview as well as choosing a security to receive more quote details The computer handles the update mechanism and presents the financial facts according to the user preferences 14 29 Design Report Palm Banking Client Marcel B chi Human Computer Select Quote List Required Display Quote List Choice Quote List Names Available Quote List Name Process Get Quote List Transaction Transaction Failed 7 Quote List Data Track Quote Dat
35. y 15 4717 50 Sell 140 MoT usp 61 75 Buy 25 292 00 Figure 4 10 Pending and executed orders overview Blue Chips Portfolios Tech Stocks Quote Lists Growth Funds Executed Orders Euro Bonds UES Information View Portfolios Figure 4 11 Overview and quote list pop up menu for navigation we kurslisten Sommaire Listes de cours Mame B rsenplatz Nom Bourse Blue Chips Offen Blue chips Ouvert Wahrungen Europa Diverse Monnaies d Europe Mixte Welt Indices Diverse Indices du monde Mixte Technologie Aktien Geschlossen Actions de technologie Ferm UES Fonds Diverse Fonds UES Mixte Euro Obligationen Geschlossen Obligations Euro Ferm SIN Verlierer Offen SIN perdants Ouvert SIN Gewinner Offen SIN gagnants Ouvert Kursabfrage Abmelden q S Figure 4 12 Quote list overview localized into German and French 19 29 Design Report Palm Banking Client Marcel B chi ii Dialogs and Details Screens Views and dialogs for the account part Account Stat e Checking Date Note Safe custody fee Transaction Details ixMicro Ultimate Date 29 12 1998 Salary UES Do Valuta 28 12 1998 Transfer Savings Poyment Order UBS Multimat Aquilana Boden i Macintosh Users Switz Expenses Mower 8023 Z rich Transfer Note ixIicro Ultimate Rez 20 UES M shores Amount CHF 295 00 Figure 4 13 Account statement and transaction details Account Info
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