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Designing for the Secondary User Experience

Abstract : Computer systems are first and foremost designed for primary users. The needs of the other types of users, such as secondary users, are often overlooked. These users are not interacting with the system directly but are yet affected by it. This study is based on empirical findings from two usability evaluations in a realistic hospital setting with physicians and patient actors. We have found that also secondary users, such as patients, have a kind of user experience during the primary user’s interaction with the system. We conclude from this that designers and developers should also address the need of secondary users and include them in the design and evaluation process. This means designing devices or GUIs that (1) support non-verbal communication, (2) provide feedback to the secondary users, (3) use their language and representation, and (4) is tailored for the secondary user. Sometimes a focus on the secondary user implies that the designer must deal with conflicting needs between the primary and the secondary users.
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Ole Alsos, Dag Svanæs. Designing for the Secondary User Experience. 13th International Conference on Human-Computer Interaction (INTERACT), Sep 2011, Lisbon, Portugal. pp.84-91, ⟨10.1007/978-3-642-23768-3_7⟩. ⟨hal-01596994⟩

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