Publication statistics

Pub. period:2009-2011
Pub. count:8
Number of co-authors:7


Number of publications with 3 favourite co-authors:

Tovi Grossman:
George Fitzmaurice:
Andrew J. Ko:



Productive colleagues

Parmit K. Chilana's 3 most productive colleagues in number of publications:

Jacob O. Wobbrock:71
Tovi Grossman:44
Andrew J. Ko:29

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Parmit K. Chilana


Publications by Parmit K. Chilana (bibliography)

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Chilana, Parmit K., Ko, Andrew J., Wobbrock, Jacob O., Grossman, Tovi and Fitzmaurice, George (2011): Post-deployment usability: a survey of current practices. In: Proceedings of ACM CHI 2011 Conference on Human Factors in Computing Systems 2011. pp. 2243-2246.

Despite the growing research on usability in the pre-development phase, we know little about post-deployment usability activities. To characterize these activities, we surveyed 333 full-time usability professionals and consultants working in large and small corporations from a wide range of industries. Our results show that, as a whole, usability professionals are currently not playing a substantial role in the post-deployment phase compared to other phases of user-centered design, but when they do, practitioners find their interactions quite valuable. We highlight opportunities in HCI research and practice to bridge this gap by working more closely with software support and maintenance teams. We also raise the need to understand what might be called 'usability maintenance,' that is, the process and procedures, by which usability is maintained after deployment.

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Chilana, Parmit K., Grossman, Tovi and Fitzmaurice, George (2011): Modern software product support processes and the usage of multimedia formats. In: Proceedings of ACM CHI 2011 Conference on Human Factors in Computing Systems 2011. pp. 3093-3102.

Despite being an important channel for end-user assistance, few studies have directly investigated the interactions that occur in modern-day practice of software product support. We present results from a multi-dimensional analysis of product support activities at a leading design software company. We carried out a quantitative analysis of existing support requests, a survey with product support specialists, and follow-up interviews to understand the current practices in product support. In particular, we investigated the utility of different multimedia formats that modern web-based support systems enable. Our results showed that despite the value that these formats bring to support tasks, support specialists still face bottlenecks in remotely resolving software problems. We conclude by highlighting several opportunities in HCI for improving diagnosis and resolution of software issues over the web.

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Ko, Andrew J. and Chilana, Parmit K. (2011): Design, discussion, and dissent in open bug reports. In: Proceedings of the 2011 iConference 2011. pp. 106-113.

While studies have considered computer-mediated decision-making in several domains, few have considered the unique challenges posed in software design. To address this gap, a qualitative study of 100 contentious open source bug reports was performed. The results suggest that the immeasurability of many software qualities and conflicts between achieving original design intent and serving changing user needs led to a high reliance on anecdote, speculation, and generalization. The visual presentation of threaded discussions aggravated these problems making it difficult to view design proposals and comparative critiques. The results raise several new questions about the interaction between authority and evidence in online design discussions.

© All rights reserved Ko and Chilana and/or ACM Press

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Ko, Andrew J. and Chilana, Parmit K. (2010): How power users help and hinder open bug reporting. In: Proceedings of ACM CHI 2010 Conference on Human Factors in Computing Systems 2010. pp. 1665-1674.

Many power users that contribute to open source projects have no intention of becoming regular contributors; they just want a bug fixed or a feature implemented. How often do these users participate in open source projects and what do they contribute? To investigate these questions, we analyzed the reports of Mozilla contributors who reported problems but were never assigned problems to fix. These analyses revealed that over 11 years and millions of reports, most of these 150,000 users reported non-issues that devolved into technical support, redundant reports with little new information, or narrow, expert feature requests. Reports that did lead to changes were reported by a comparably small group of experienced, frequent reporters, mostly before the release of Firefox 1. These results suggest that the primary value of open bug reporting is in recruiting talented reporters, and not in deriving value from the masses.

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Chilana, Parmit K., Wobbrock, Jacob O. and Ko, Andrew J. (2010): Understanding usability practices in complex domains. In: Proceedings of ACM CHI 2010 Conference on Human Factors in Computing Systems 2010. pp. 2337-2346.

Although usability methods are widely used for evaluating conventional graphical user interfaces and websites, there is a growing concern that current approaches are inadequate for evaluating complex, domain-specific tools. We interviewed 21 experienced usability professionals, including in-house experts, external consultants, and managers working in a variety of complex domains, and uncovered the challenges commonly posed by domain complexity and how practitioners work around them. We found that despite the best efforts by usability professionals to get familiar with complex domains on their own, the lack of formal domain expertise can be a significant hurdle for carrying out effective usability evaluations. Partnerships with domain experts lead to effective results as long as domain experts are willing to be an integral part of the usability team. These findings suggest that for achieving usability in complex domains, some fundamental educational changes may be needed in the training of usability professionals.

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Chilana, Parmit K., Ko, Andrew J. and Wobbrock, Jacob O. (2010): Understanding Expressions of Unwanted Behaviors in Open Bug Reporting. In: Hundhausen, Christopher D., Pietriga, Emmanuel, Diaz, Paloma and Rosson, Mary Beth (eds.) IEEE Symposium on Visual Languages and Human-Centric Computing, VL/HCC 2010 21-25 September 2010, 2010, Legans-Madrid, Spain. pp. 203-206.

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Choe, Eun Kyoung, Shinohara, Kristen, Chilana, Parmit K., Dixon, Morgan and Wobbrock, Jacob O. (2009): Exploring the design of accessible goal crossing desktop widgets. In: Proceedings of ACM CHI 2009 Conference on Human Factors in Computing Systems 2009. pp. 3733-3738.

Prior work has shown that goal crossing may be a more accessible interaction technique than conventional pointing-and-clicking for motor-impaired users. Although goal crossing with pen-based input devices has been studied, pen-based designs have limited applicability on the desktop because the pen can "fly in," cross, and "fly out," whereas a persistent mouse cursor cannot. We therefore explore possible designs for accessible mouse-based goal crossing widgets that avoid triggering unwanted goals by using secondary goals, gestures, and corners and edges. We identify four design principles for accessible desktop goal crossing widgets: ease of use for motor-impaired users, safety from false selections, efficiency, and scalability.

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Chilana, Parmit K., Ko, Andrew J. and Wobbrock, Jacob O. (2009): Designing software for unfamiliar domains. In: Proceedings of the 2009 International Workshop on Cooperative and Human Aspects of Software Engineering 2009. p. 22.

In recent years, software has become indispensable in complex domains such as science, engineering, biomedicine, and finance. Unfortunately, software developers and user researchers, who are usually experts in programming and Human-Computer Interaction (HCI) methods, respectively, often find that the insight needed to design for complex domains only comes with years of domain experience. How can everyone on a software design team acquire just enough knowledge to design effective software, especially user interfaces, without having to become domain experts? We are performing a series of studies to investigate this question, with the ultimate goal of designing tools to help software teams better capture, manage and explore domain knowledge.expand

© All rights reserved Chilana et al. and/or ACM Press

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