Chapter 4
Knowing the User
IT ELEC 4 - Human-Computer Interaction II
Presented by:
Jhonald J. Fernandez
1. Classifying Users
Classifying users in HCI refers to
categorizing individuals or groups
based on their relationship, role,
and interaction with a computer
system.
This process helps designers and
developers understand who the
system is for, what they need, and
how they use technology
differently.
Purpose
To identify various user groups with distinct goals and skill levels.
To help designers customize interfaces for specific user needs.
To ensure the system is inclusive, usable, and efficient for all
users.
Types of Users
Primary Users – The main individuals who directly
use the system to accomplish tasks.
Example: Students using an e-learning platform to access
lessons.
Secondary Users – People who occasionally use or
support others in using the system.
Example: Teachers uploading course content or grading
online.
Tertiary Users – Those who do not use the system
directly but are affected by or influence its design
and outcome.
Example: School administrators or parents monitoring
student progress.
Why It Matters in HCI?
Understanding user types helps in:
Designing intuitive interfaces for each user group.
Reducing errors and confusion during interaction.
Improving user satisfaction and system adoption.
2. Researching the Frames of
Reference
A frame of reference in HCI refers to the set of
experiences, cultural influences, knowledge,
and expectations that shape how a person
perceives, interprets, and interacts with a
system.
Each user approaches a computer interface through
their own mental model — their personal lens for
understanding technology.
Importance
Frames of reference determine how users:
Understand system messages and icons.
Interpret functions or labels.
React to visual design, colors, and layout.
Expect systems to behave based on past
experiences.
Research Methods
Interviews and Surveys:
Ask users about their experiences, background, and
familiarity with similar systems.
Observation and Contextual Inquiry:
Observe how users interact with current systems in real-life
settings.
Cultural and Social Analysis:
Study how culture, education, and language affect user
behavior.
Mental Model Mapping:
Example
Identify users’
• A Western internal
user might understanding
expect of how the system
the “submit”
should
button onwork.
the right side, while an Asian user
might expect it on the left due to reading
direction habits.
• Color meanings differ — red can mean “error”
in one culture and “good luck” in another.
Application in HCI
Designers use this research to:
Create interfaces that match users’
expectations.
Avoid cultural misunderstandings in
design.
Ensure the system is accessible and
inclusive for diverse audiences.
3. Researching the End Users
Researching end users means gathering and
analyzing data about the actual individuals who will
use a product or system.
In HCI, this is a critical step to ensure designs are
user-centered, focusing on real needs, behaviors,
and goals instead of assumptions.
Goals
Understand who the end users are and what
problems they face.
Identify user requirements, limitations, and
motivations.
Ensure the final product is usable, efficient,
and satisfying for them.
Methods of End-User Research
User Interviews: Direct conversations to
uncover needs, frustrations, and experiences.
Surveys and Questionnaires: Gather
quantitative data on preferences or
demographics.
Focus Groups: Discussions that provide
insights into shared opinions or challenges.
Usability Testing: Observe users interacting
with a prototype to find usability issues.
Personas and Scenarios: Create fictional but
realistic representations of target users.
Field Studies: Study users in their natural
environment to understand context.
Benefits in HCI
Leads to user-centered design.
Reduces design errors and rework.
Increases user satisfaction and
productivity.
Encourages empathy — understanding
the user’s experience deeply.
Thank You!