USER INTERFACE DESIGN GUIDELINES FOR DIGITAL TELEVISION VIRTUAL REMOTE CONTROLS A thesis submitted in fulfilment of the requirements for the degree of MASTER OF COMMERCE of RHODES UNIVERSITY by ALICIA VERONICA WENTZEL May 2015 Declaration I, Alicia Veronica Wentzel, declare that the dissertation entitled, “User Interface Design Guidelines for Digital Television Virtual Remote Controls”, which I hereby submit for the degree, Master of Commerce at Rhodes University, is my own work. I also declare that this dissertation has not previously been submitted by me for a degree at this or any other tertiary institution and that all the sources that I have used or quoted have been indicated and acknowledged by means of complete references. ________________ Alicia Veronica Wentzel Page i Abstract The remote control is a pivotal component in households worldwide. It helps users enjoy leisurely television (TV) viewing. The remote control has various user interfaces that people interact with. For example, the physical user interface includes the shape of the remote and the physical buttons; the logical user interface refers to how the information is laid out; and the graphical user interface refers to the colours and aesthetic features of the remote control. All of the user interfaces together with the context of use, cultural factors, social factors, and prior experiences of the user influences the ways people interact with their remote control and ultimately has an effect on their user experiences. Advances in the broadcasting sector and transformations of the TV physical remote control have compounded the simple remote control into a multifaceted, indispensable device, overcrowded with buttons. The usability and ultimately the user experience of physical remote controls (PRCs) have been affected by the overloaded functionality and small button sizes. The usability issues with current PRCs, the evolution of mobile phones into touchscreen smartphones, and the trend of global companies moving towards virtual remote controls (VRCs) have prompted this research to discover what user interface design features will contribute towards an enhanced user experience for digital TV VRCs. This research used the design science research process model (DSRP), which comprised six steps, to investigate this topic area further. A review of the domain literature pertaining to mobile user experiences (MUX) and all the encompassing factors, mobile human computer interaction (MHCI) and the physical, logical, graphical and natural user interfaces was completed, as well as a review of the literature regarding the usability issues of PRCs and VRCs. A contextual task analysis (CTA) of a single South African digital TV PRC was used to identify how users utilise PRCs to perform tasks, and the usability issues they encountered during the tasks. Brainstorming focus groups were used to understand how to represent certain user interface elements and attempted to source ideas from users about what potential functionality digital TV VRCs should contain. Together with all the other results gathered from the previous chapters amalgamated into a set of user interface design guidelines for digital TV VRCs. The proposed user interface guidelines were used to instantiate a digital TV VRC prototype that underwent usability testing in order to validate the proposed user interface design guidelines. The results of the usability testing revealed that the user interface design guidelines for digital TV VRCs were successful, with the addition of one guideline that was discovered during the usability testing. Page ii Acknowledgements The writing of this dissertation has been a long journey and a significant challenge. Without the guidance, support and patience from the following people, this study would not have been possible. I wish to thank my supervisor, Professor Greg Foster, who believed in me throughout this process and without his guidance and persistence I would not have been able to complete this dissertation. Special thanks go to the staff of the Information Systems department at Rhodes University who helped to shape my research and refine my work. Thanks to Prof. Janet Wesson for helping to guide me on how to approach my research. To Multichoice thank you for the bursary, without which I would not have been able to continue my studies and my journey to achieve my Masters. To my husband Kent Sheppard I thank you for your support and belief in me to complete my dissertation. The early mornings and long nights, you were there through all of them. Your love and encouragement is what got me through this and I am eternally grateful to you. To my parents Nikki and Nico, thanks for giving me the opportunity to study at Rhodes University and for your endless love and support. To my sister Shael and brother Nick, without whom I would not be the person I am today, thanks for your love and encouragement. To my in-laws Jo and Corky thanks for your constant prayers and backing throughout this process. To my extended family and friends thanks for all your prayers and encouragement. Above all I give thanks to God. Page iii Table of Contents Declaration ....................................................................................................................................... i Abstract ........................................................................................................................................... ii Acknowledgements ........................................................................................................................ iii Table of Contents ........................................................................................................................... iv List of Figures .............................................................................................................................. viii List of Tables .................................................................................................................................. ix Chapter 1 Introduction ............................................................................................................... 1 1.1 Background ....................................................................................................................... 1 1.2 Problem Description ......................................................................................................... 4 1.3 Problem Statement ............................................................................................................ 5 1.4 Research Objectives ......................................................................................................... 6 1.5 Research Questions........................................................................................................... 6 1.6 Research Methodology ..................................................................................................... 7 1.7 Scope and Constraints ...................................................................................................... 9 1.8 Ethical Considerations ...................................................................................................... 9 1.9 Outline of Chapters ......................................................................................................... 10 Chapter 2 Research Methodology ............................................................................................ 12 2.1 Introduction .................................................................................................................... 12 2.2 Overview of Design Science Research ........................................................................... 12 2.3 Design Science Research Process Models...................................................................... 15 2.4 Design Science Research Process followed in this Study .............................................. 19 2.4.1 Identify Problem and Motivate ............................................................................... 20 2.4.2 Define Objectives of a Solution .............................................................................. 21 2.4.3 Design and Development ........................................................................................ 21 2.4.4 Demonstration ......................................................................................................... 21 2.4.5 Evaluation ................................................................................................................ 22 2.4.6 Communication ....................................................................................................... 22 2.5 Conclusion ...................................................................................................................... 22 Chapter 3 Mobile Human Computer Interaction ..................................................................... 23 3.1 Introduction .................................................................................................................... 23 3.2 User Experience .............................................................................................................. 24 3.2.1 Mobile User Experience .......................................................................................... 28 3.3 Human Computer Interaction ......................................................................................... 28 3.3.1 Mobile Human Computer Interaction ....................................................................