Jens Riegelsberger
Jens Riegelsberger is a UX Director at Google and manages UX teams for Search, Maps, and User Accounts, as well as Google's UXR infrastructure team. He received his Ph.D. in Human Computer Interaction from University College London and was deputy editor of IJHCS. Before joining Google, Jens worked at UX consultancy LBi and taught as a guest professor at the University of the Arts in Berlin; prior work experiences include Microsoft Research, Amazon, and Apple.
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Project Pokerface: Building a User-Centered Culture at Scale
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Asif Baki
Pat Bowen
Brianna Brekke
Elizabeth Ferrall-Nunge
Gueorgi Kossinets
Nina Weber
Marissa Mayer
Extended Abstracts of CHI 2013, ACM, New York, NY
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We describe how we built a model for user decision making during local search tasks, specifically hotels. We differentiate between affective and functional needs and identify the following stages and related information needs: 0: Lay of the land; 1: Generating options; 2: Scanning for attractors and detractors; 3: Due diligence. We contrast this framework with existing consumer decision-making models. We close by describing how this model influenced the development of the recently launched experiment, Google Hotel Finder
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From Basecamp to Summit: Scaling Field Research Across 9 Locations
Audrey Yang
Konstantin Samoylov
Elizabeth Nunge
Molly Stevens
Patrick Larvie
CHI 2011 Extended Abstracts, ACM, New York, NY
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In this case study we discuss the mechanics of running a complex field research project within one week: 32 field visits, 4 countries, 9 locations, 10+ researchers, 30+ observers. We outline the goals that lead to this project plan, and the tools and processes we developed to succeed under the constraints given. We discuss in particular (1) the role of ongoing in-field analysis and data sharing, (2) the role of basecamp as a centralized mission control center and real-time analysis hub, and (3) the added value of running the study and initial analysis in such a compressed time frame. We close with a reflection on the strengths and weaknesses of this approach, as well as ideas for future improvements.
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Ignore These At Your Peril: Ten principles for trust design
M. Angela Sasse
Trust 2010. 3rd International Conference on Trust and Trustworthy Computing
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Online trust has been discussed for more than 10 years, yet little practical guidance has emerged that has proven to be applicable across contexts or useful in the long run. 'Trustworthy UI design guidelines' created in the late 90ies to address the then big question of online trust: how to get shoppers online, are now happily employed by people preparing phishing scams. In this paper we summarize, in practical terms, a conceptual framework for online trust we've established in 2005. Because of its abstract nature it is still useful as a lens through which to view the current big questions of the online trust debate - largely focused on usable security and phishing attacks. We then deduct practical 10 rules for providing effective trust support to help practitioners and researchers of usable security.
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Google Internationalization Quality Control Framework
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Andrew Swerdlow
Manish Bhargava
Laura Cuozzo
33rd Internationalization & Unicode Conference (2009)
Overcoming challenges in mobile UX research methods and tools
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Yelena Nakhimovsky
Dean Eckles
CHI 2009 Extended Abstracts, ACM, New York, pp. 2747-2750
Mobile User Experience Research: Challenges, Methods & Tools
Yelena Nakhimovsky
Dean Eckles
CHI 2009 Extended Abstracts, ACM, New York, pp. 4795-4798
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The main goal of this CHI 2009 workshop was to bring together researchers from industry and academia, designers, and creators of mobile research tools to discuss methods, tools and infrastructure for mobile UX and HCI research. To achieve this goal, we:
Provided a forum for participants to share past experiences, success stories, failures and associated learnings, as well as recurring problems;
Jointly prioritized these;
Mapped out the dimensions required of mobile research tools, and translate some of these into draft requirements and low-fidelity prototypes for novel research tools.
Details and videos can be found at http://sites.google.com/site/chi09mobileworkshop
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The mobile revolution: using technology to transform fieldwork
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Patrick Larvie
Olga Khroustaleva
Yelena Nakhimovsky
Proceedings of EPIC (Ethnographic Practice in Industry Conference) (2009), pp. 295-297
Now You See It, Now You Don’t: Ethnography and Selective Visibility in the Technology Sector
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Patrick Larvie
Being Seen: Paradoxes and Practices of (in)Visibility - Conference Proceedings of EPIC 2009, American Antrhopological Association, 2200 Wilson Blvd, Suite 600 • Arlington, VA 22201 (2008), pp. 253-266
Recovering trust and avoiding escalation: an overlooked design goal of social systems
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Asimina Vasalou
Proc. of Conference on Human Factors in Computing Systems - CHI 2008, ACM Press, New York, NY, US, pp. 3333-3338
From Logs to People: Field Research at Google
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Olga Khroustaleva
Being Seen: Paradoxes and Practices of (in)Visibility - Conference Proceedings of EPIC 2009, American Antrhopological Association, 2200 Wilson Blvd, Suite 600 • Arlington, VA 22201 (2008), pp. 329-330
User experience at Google: focus on the user and all else will follow
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Irene Au
Richard Boardman
Robin Jeffries
Patrick Larvie
Antonella Pavese
Kerry Rodden
Molly Stevens
Conference on Human Factors in Computing Systems - CHI, ACM Press, New York, NY, US (2008), pp. 3681-3686
Personality Matters: Incorporating Detailed User Attributes and Preferences into the Matchmaking Process
Trust in Mediated Interactions.
M. Angela Sasse
John D. McCarthy
The Oxford Handbook of Internet Psychology, Oxford University Press, Oxford, United Kingdom (2007), pp. 53-69
Reinventing trust, collaboration, and compliance in social systems
Sounds good to me: effects of photo and voice profiles on gaming partner choice
Scott Counts
Shelly D. Farnham
Bruce C. Philips
Proc. 20th Conference on Computer Supported Cooperative Work, ACM SIGCHI, Banff (2006)
Do People Trust Their Eyes More Than Ears? Media Bias in Detecting Cues of Expertise
M. Angela Sasse
John D. McCarthy
Extended Abstracts CHI'05, ACM, New York, NY (2005)
The Mechanics of Trust: A Framework for Research and Design
M. Angela Sasse
John D. McCarthy
International Journal of Human-Computer Studies, vol. 62 (2005), pp. 381-422
Rich Media, Poor Judgement? A Study of Media Effects on Users' Trust in Expertise
M. Angela Sasse
John D. McCarthy
Proceedings of the British HCI Conference, Springer (2005), pp. 267-284
Divide and Conquer: The role of trust and assurance in the design of secure socio-technical systems
Ivan Flechais
M. Angela Sasse
Proceedings of the 2005 workshop on New security paradigms, ACM, New York, NY, pp. 33 - 41
The Designer's Dilemma: Approaches to the Free Rider Problem in Knowledge Sharing Systems.
John D. McCarthy
Proceedings of 6th International Conference on the Design of Cooperative Systems (COOP 2004)
The Geometry of Web Search
John D. McCarthy
M. Angela Sasse
Proceedings of British HCI 2004, Springer, London, UK
Interpersonal Cues and Consumer Trust in E-commerce
Extended Abstracts CHI'03, ACM, New York, NY (2003), pp. 674-675
Designing E-Commerce Applications for Consumer Trust.
The Researcher's Dilemma: Evaluating Trust in Computer Mediated Communications.
M. Angela Sasse
John D. McCarthy
International Journal of Human Computer Studies, vol. 58 (2003), pp. 759-781
Shiny Happy People Building Trust? Photos on e-Commerce Websites and Consumer Trust.
M. Angela Sasse
John D. McCarthy
Proceedings of CHI 2003, ACM, New York, USA, pp. 121-128
Doctoral Consortium: The Effect of Facial Cues on Trust in e-Commerce Systems
Proceedings of British HCI 2002, Volume II
Trustbuilders and trustbusters: The role of trust cues in interfaces to e-commerce applications
M. Angela Sasse
Proceedings of 1st IFIP Conference on e-commerce, e-business, e-government (i3e), Kluwer (2001), pp. 17-30