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CHI-WEB  November 2003, Week 1

CHI-WEB November 2003, Week 1

Subject:

Summary: Virtual Keyboard usability

From:

David Jacques <[log in to unmask]>

Reply-To:

David Jacques <[log in to unmask]>

Date:

Mon, 3 Nov 2003 17:48:38 +0800

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (239 lines)

Dear Chi-Web

Below please find the original question followed by the replies. Since the
replies were few, I have pasted their entire content. In short, I was asking
this usability community to make a heuristic evaluation of a "virtual
keyboard", to identify potential problems.

Apart from the problems mentioned already in my original posting, here were
a few other ones:

- The QWERTY layout did not match the real QWERT layout (where usually the
rows are shifted 1/2 character to the right each row down). I didn't even
notice that, good one. This raises an interesting question worth an entire
other posting. For use on the Web (clicking with the mouse), how effective
is a QWERTY layout (which is meant for typing physically) as opposed to an
alphabetical layout?
- "Backspace" is not the same on all computers. The Mac uses "Delete". But
"delete" on a PC has a different function. Doesn't go "back", instead, the
cursor remains in the same place and characters to the right of the cursor
are deleted...


A few notes about this summary...

Although the title is "Virtual Keyboard usability", it only addresses a few
surface issues about using a "virtual keyboard", it does not address deeper
and more primary issues about such devices.

Please note that the keyboard presented in the URL (which will be removed
shortly after this posting) was not design by myself or my company. I am
aware of the concerns related to the usage of such a device, I know that
it's a deterrent to usage, we've seen that in previous studies. It was a
prototype that we were to test in a longitudinal study against another
keyboard with usability fixes. Although we recommend against such a
difficult login method, we are to test it anyway. That's the reality of the
consulting world.

Please don't hesitate to contact me should you have any comments or
questions.

Regards,

David Jacques

-----Original Message-----
From: David Jacques [mailto:[log in to unmask]] 
Sent: Thursday, October 23, 2003 3:42 PM
To: [log in to unmask]
Subject: Virtual Keyboard usability


Dear Chi-web,

I while ago I discussed certain issues with a "virtual keyboard". Once again
I have a project to investigate the usability of such a device and would
like to get thoughts from this usability community.

Here is what I received, and am supposed to test (this is just a
screenshot): www.customerinput.com/vktest/vk.gif

I would like you opinion on this design, to just make a quick heuristic
evaluation and try to identify problems purely from a usability perspective.
Interesting thing, I'll ask some of my students to try this, could then
compare how many issues students can identify and explain compared to
experts.

Keeping in mind these are requirements for this particular keyboard:
- users to enter only 3 random digits of their full password, which can be
from 8 to [relatively long], for example, 2nd, 5th and last character (this
changes everytime). Users wouldn't be asked for characters over 6 since it
starts to be too long to count on your fingers (ex: 11th character)!
Therefore only 1 to 6, second to last and last.
- must use the virtual keyboard, can't use your physical keyboard to type
the character in the input box provided
- Passwords are non-case-sensititve.

Note: 
I know a virtual keyboard, for logging-in, in itself is not usable in the
first place and we've confirmed that in previous studies. Things I DON'T
need to discuss also are whether this really increases security or not for
an authentication system or the reasons for such a method, whether users
will like it or not, length of passwords, etc.

The potential problems I've identified at first glance:

- because the "2nd to last" wraps, and because the words are all close
together, people will tend to read linearly "3rd  2nd  last characters of
your password" in one go, then continue reading the second line "to last",
causing confusion (tested this already). Adding white space in between,
breaking the linearity, would more clearly dissociate each word. Possibly
the words could be to the left of each "box".

- The "box" is currently "on focus", or selected, is surrounded by a thin
red line. This won't show well on some screens (confirmed this).

- The "boxes" once separated may look like form elements, enticing users to
try to click in it. I'm thinking of some way to reduce this "affordance"...

- "Second to last" won't be understood by all users...

- "Backspace"... Don't some keyboards call that "delete"?

I'll summarize and post to the list.

Regards,

David Jacques
Founder & Principal Consultant

Customer input
www.customerinput.com
[ office email address withheld when posting on lists ]



----- REPLY -----
From: Gart, Mitchell [mailto:[log in to unmask]] 
Sent: Thursday, October 23, 2003 8:17 PM
To: 'David Jacques'
Subject: RE: Virtual Keyboard usability


Reading your post, and looking at the picture, it took me a while to
understand what you're talking about.  It's not obvious at all. I didn't
parse the "2nd to last" thing at all, at first, and also didn't quite get
the whole purpose of this thing.  I guess the purpose is to make people use
the mouse to enter a password, because it's more secure than a real
keyboard, right?

One suggestion would be to use some kind of subtle background shading to
make the number fields more readable.  Here's a picture where it's not
subtle.

Also the whole thing has a hostile feeling to it.  Confronted with a thing
like this my reaction would be to leave the web site and go somewhere else.
Sorry to be negative but that's how I feel.

- Mitch

----- REPLY -----
From: Russ Seligman [mailto:[log in to unmask]] 
Sent: Friday, October 24, 2003 1:56 AM
To: David Jacques
Subject: RE: Virtual Keyboard usability


The top row of the keyboard is shifted about 1 key to the left of where
you'd normally expect it in a standard QWERTY keyboard. That's
disconcerting, and made me wonder (and take the time to scan) whether there
were other differences that would affect where I might look to find the keys
I need. If you're going to use a QWERTY keyboard, I think you need to stick
with the standard QWERTY layout.

----- REPLY -----
From: Richard Czeiger [mailto:[log in to unmask]] 
Sent: Friday, October 24, 2003 7:32 AM
To: David Jacques
Subject: Re: Virtual Keyboard usability


Backspace does not exist on Mac keyboards - they only have delete (how can
they live like that?


----- REPLY -----
From: [log in to unmask] [mailto:[log in to unmask]] 
Sent: Friday, October 24, 2003 10:06 AM
To: [log in to unmask]
Subject: re: Virtual Keyboard usability


David,

This is just an obvious 'quick fix' (using your mockup) to the most
immediate problem I 
noticed (I read the characters as 3rd, 2nd, last). 

[NOTE: Attachment removed from this CHI-WEB posting]

First, group the words to present an expectation of further information ie.
"2nd to" on the 
first line, and "last" on the second line.  Then provide cisual grouping in
the form of 
positive space and negative (a white box (negative space) bounded by a gray
(or red, if 
active) background - with each character grouping separated by negative
space).  See the 
attachment.

Obviously, there are a plethora of other permutations that could be
explored, but I thought 
I'd suggest this in case you had to stay as close as possible to the current
design.

Best regards,

Ash Donaldson
User Experience Designer


----- REPLY -----
From: Stuart, Ryan USA [mailto:[log in to unmask]] 
Sent: Friday, October 24, 2003 11:43 PM
To: [log in to unmask]
Subject: virtual keyboard


Hello Mr. Jacques,

In response to your recent CHI-WEB posting on the virtual keyboard:

I guess my first question is, if users can't in any way actually type on
this keyboard, why have a keyboard? Why not just use the normal order of the
alphabet?

I think the keyboard will actually make it more difficult for people to
locate letters to click than using the alphabet would be (quick, what's the
bottom row of the keyboard?). People do have the alphabet fairly well down,
but are doubtless less conversant with keyboard layout.

Also, the keyboard as shown in your diagram contains boxes for unusable
items (spacebar, etc) that throw off even the normal layout of a keyboard
(compare keyboard and diagram: look at A in relation to Q and W). So your
proposed virtual keyboard doesn't hold true to an actual keyboard in any
event, and anyone trying to locate letters spatially is going to be thrown
off.

Hope this helps,

Ryan Stuart 
IT Specialist

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December 1997, Week 2
December 1997, Week 1
November 1997, Week 4
November 1997, Week 2
October 1997, Week 3
September 1997, Week 5
September 1997, Week 4
September 1997, Week 3
September 1997, Week 1
August 1997, Week 4
August 1997, Week 2
August 1997, Week 1
July 1997, Week 4
July 1997, Week 3
July 1997, Week 2
June 1997, Week 5
June 1997, Week 4
June 1997, Week 2
June 1997, Week 1
May 1997, Week 5
May 1997, Week 4
May 1997, Week 3
April 1997, Week 5
April 1997, Week 4
April 1997, Week 3
April 1997, Week 2
April 1997, Week 1
March 1997, Week 4
March 1997, Week 3
March 1997, Week 2
March 1997, Week 1
February 1997, Week 4
February 1997, Week 3
February 1997, Week 2
February 1997, Week 1
January 1997, Week 5

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