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Remember the last time you waited for customer support?
Control in User Interface Design



Control is often an extremely crucial factor in design,
and it’s pretty well-recognized in HCI and UI design.

But what about service design?
...and in service design

Control issues are magnified in services.

Control is split amongst a huge number of stakeholders.
Intense amount of constraints (TSA).
User doesn’t always want full control.
Our Work: Understanding Control Perceptions




1 Literature Review                2 Control Framework
  prior psychological research       understanding types of control




3 “Design Lenses” for Control      4 Case Study (Airport)
  tools to frame design problems     surfacing design opportunities
Our Work: Understanding Control Perceptions




1 Literature Review                2 Control Framework
  prior psychological research       understanding types of control




3 “Design Lenses” for Control      4 Case Study (Airport)
  tools to frame design problems     surfacing design opportunities
Literature Review Prior Control Typologies



   Averill (1973)   Thompson (1981)   Lewis (1987)   Miller (1965)

   Behavioral       Behavioral        Existential    Potential
   Cognitive        Cognitive         Processual     Instrumental
   Decisional       Informational     Contingency    Self-Administration
                    Retrospective     Behavioral
                                      Cognitive
Our Work: Understanding Control Perceptions




1 Literature Review                2 Control Framework
  prior psychological research       understanding types of control




3 “Design Lenses” for Control      4 Case Study (Airport)
  tools to frame design problems     surfacing design opportunities
Our Proposed Framework


                                  Cognitive control
                              intellectual management




                                 Perceived Control
                                  sense of control
                                    gained by...




       Behavioral control                             Decisional control
       capability of action                          capability of decision
Behavioral Control


Capacity for direct action.                                             Cognitive




Examples: earlier phone support, tapping or clinching to
signal pain to your dentist.

Speculated retrospective effects (Fiske & Taylor, 1991)
                                                           Behavioral               Decisional
Cognitive Control


Intellectual management of an experience.                        Cognitive




We separate it into two halves:

Information: sense of control gained from
obtaining necessary information.
                                                    Behavioral               Decisional

Appraisal: personal interpretation of experience.
Includes cognitive strategies used to cope with
negative experiences: avoidant (focus your mind
off of the event) and nonavoidant (focus on the
event or impose meaning) strategies.
Cognitive Control


Intellectual management of an experience.                        Cognitive




We separate it into two halves:

Information: sense of control gained from
obtaining necessary information.
                                                    Behavioral               Decisional

Appraisal: personal interpretation of experience.
Includes cognitive strategies used to cope with
negative experiences: avoidant (focus your mind
off of the event) and nonavoidant (focus on the
event or impose meaning) strategies.
Cognitive Control


Intellectual management of an experience.                        Cognitive




We separate it into two halves:

Information: sense of control gained from
obtaining necessary information.
                                                    Behavioral               Decisional

Appraisal: personal interpretation of experience.
Includes cognitive strategies used to cope with
negative experiences: avoidant (focus your mind
off of the event) and nonavoidant (focus on the
event or impose meaning) strategies.
Decisional Control


Capability of decision and availability of choice.                        Cognitive




Choice between alternatives and decisions: the timing
of the service, whether to partake at all, which course of
action to take...
                                                             Behavioral               Decisional
Too many choices, of course, can be overwhelming or
undesirable.
Our Work: Understanding Control Perceptions




1 Literature Review                2 Control Framework
  prior psychological research       understanding types of control




3 “Design Lenses” for Control      4 Case Study (Airport)
  tools to frame design problems     surfacing design opportunities
Design Lenses


                What is a design lens?

                Jesse Schell and The Art of Game Design

                Each lens concisely encapsulates a principle, with:
                • title
                • picture
                • brief description
                • related questions aimed to raise new perspectives
                  and design opportunities
Design Lenses
Design Lenses A Quick Glimpse
Our Work: Understanding Control Perceptions




1 Literature Review                2 Control Framework
  prior psychological research       understanding types of control




3 “Design Lenses” for Control      4 Case Study (Airport)
  tools to frame design problems     surfacing design opportunities
Case Study Control Issues in the Airport Experience


Quick user research to frame a design problem with control.

Directed storytelling sessions with 40 students; focused on control perceptions during
the airport experience and surfaced design opportunities accordingly.
Conclusion & Discussion


Control beliefs contribute to perceived service quality.

Nevertheless, just a starting point. Some other considerations:
• What is the “right” amount of desired control in a service?
• Individualistic approaches to control perception (Rotter’s locus of control, etc.)
Q&A
(thanks!)

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3

  • 2. Remember the last time you waited for customer support?
  • 3. Control in User Interface Design Control is often an extremely crucial factor in design, and it’s pretty well-recognized in HCI and UI design. But what about service design?
  • 4. ...and in service design Control issues are magnified in services. Control is split amongst a huge number of stakeholders. Intense amount of constraints (TSA). User doesn’t always want full control.
  • 5. Our Work: Understanding Control Perceptions 1 Literature Review 2 Control Framework prior psychological research understanding types of control 3 “Design Lenses” for Control 4 Case Study (Airport) tools to frame design problems surfacing design opportunities
  • 6. Our Work: Understanding Control Perceptions 1 Literature Review 2 Control Framework prior psychological research understanding types of control 3 “Design Lenses” for Control 4 Case Study (Airport) tools to frame design problems surfacing design opportunities
  • 7. Literature Review Prior Control Typologies Averill (1973) Thompson (1981) Lewis (1987) Miller (1965) Behavioral Behavioral Existential Potential Cognitive Cognitive Processual Instrumental Decisional Informational Contingency Self-Administration Retrospective Behavioral Cognitive
  • 8. Our Work: Understanding Control Perceptions 1 Literature Review 2 Control Framework prior psychological research understanding types of control 3 “Design Lenses” for Control 4 Case Study (Airport) tools to frame design problems surfacing design opportunities
  • 9. Our Proposed Framework Cognitive control intellectual management Perceived Control sense of control gained by... Behavioral control Decisional control capability of action capability of decision
  • 10. Behavioral Control Capacity for direct action. Cognitive Examples: earlier phone support, tapping or clinching to signal pain to your dentist. Speculated retrospective effects (Fiske & Taylor, 1991) Behavioral Decisional
  • 11. Cognitive Control Intellectual management of an experience. Cognitive We separate it into two halves: Information: sense of control gained from obtaining necessary information. Behavioral Decisional Appraisal: personal interpretation of experience. Includes cognitive strategies used to cope with negative experiences: avoidant (focus your mind off of the event) and nonavoidant (focus on the event or impose meaning) strategies.
  • 12. Cognitive Control Intellectual management of an experience. Cognitive We separate it into two halves: Information: sense of control gained from obtaining necessary information. Behavioral Decisional Appraisal: personal interpretation of experience. Includes cognitive strategies used to cope with negative experiences: avoidant (focus your mind off of the event) and nonavoidant (focus on the event or impose meaning) strategies.
  • 13. Cognitive Control Intellectual management of an experience. Cognitive We separate it into two halves: Information: sense of control gained from obtaining necessary information. Behavioral Decisional Appraisal: personal interpretation of experience. Includes cognitive strategies used to cope with negative experiences: avoidant (focus your mind off of the event) and nonavoidant (focus on the event or impose meaning) strategies.
  • 14. Decisional Control Capability of decision and availability of choice. Cognitive Choice between alternatives and decisions: the timing of the service, whether to partake at all, which course of action to take... Behavioral Decisional Too many choices, of course, can be overwhelming or undesirable.
  • 15. Our Work: Understanding Control Perceptions 1 Literature Review 2 Control Framework prior psychological research understanding types of control 3 “Design Lenses” for Control 4 Case Study (Airport) tools to frame design problems surfacing design opportunities
  • 16. Design Lenses What is a design lens? Jesse Schell and The Art of Game Design Each lens concisely encapsulates a principle, with: • title • picture • brief description • related questions aimed to raise new perspectives and design opportunities
  • 18. Design Lenses A Quick Glimpse
  • 19. Our Work: Understanding Control Perceptions 1 Literature Review 2 Control Framework prior psychological research understanding types of control 3 “Design Lenses” for Control 4 Case Study (Airport) tools to frame design problems surfacing design opportunities
  • 20. Case Study Control Issues in the Airport Experience Quick user research to frame a design problem with control. Directed storytelling sessions with 40 students; focused on control perceptions during the airport experience and surfaced design opportunities accordingly.
  • 21. Conclusion & Discussion Control beliefs contribute to perceived service quality. Nevertheless, just a starting point. Some other considerations: • What is the “right” amount of desired control in a service? • Individualistic approaches to control perception (Rotter’s locus of control, etc.)