Understanding and Analyzing Your Washing Machine From a Human-Computer Interaction Perspective Prepared by Alyson Feldman-Piltch January 24, 2013
Feldman- Piltch 2 Part I: Introduction Figure 1 1 Meet my brand new washing machine. (Figure 1). Why are the first three words in ellipses you ask? Well, it isn t exactly my washing machine, and it isn t exactly brand new. See for an additional $30 a month on my rent, I get the privilege of having a washer and dryer in my apartment. I rent the washer and dryer from my leasing company, and I m the only one with access to it. I m also not sure how brand new it is. See originally, I had an older washer in my apartment, but after it broke 3 times in one week, the leasing company decided to replace it with a new one- free of cost to me. Now it LOOKS newer to me, and IS new to my apartment, but for all I know they may have taken it from storage, but I digress. 1 (Hawthorne, 2010)
Feldman- Piltch 3 I ve been doing my own laundry since I was in the sixth grade. While I have seen my fair share of washing machines, I have never seen one like this. Figure 22 As illustrated in Figure 2, there are two knobs on the left hand side of the washer, each clearly labeled. The knob on the right is for controlling the temperature of the water, while the knob on the left allows the user to select their load size. 2 (Feldman- Piltch, 2013d)
Figure 33 Feldman- Piltch 4 Figure 3 illustrates the cycle combinations. The type of cycle is found in blue, while the soil levels are indicated in grey. The soil level of regular is in bold grey. The numbers next to soil level indicate the amount of time the machine will spend in the wash portion of the cycle. 3 (Feldman- Piltch, 2013b)
Figure 44 Feldman- Piltch 5 Figure 55 Figures 4 and 5 respectively illustrate what is underneath the lid of the washer. Figure 4 highlights the chlorine bleach dispenser, while Figure 5 shows the spindle and fabric softener dispenser. Part II: Observations Before I begin my observations of the good and the bad in this washing machine and share my interaction with it, it should be noted that when the washing machine arrived at my apartment, I was not given any directions or a manual- my experience was based solely on how my interaction compared with other washing machines and implied knowledge that my leasing company assumed I had. 4 (Feldman- Piltch, 2013a) 5 (Feldman- Piltch, 2013c)
Feldman- Piltch 6 One of the positive things about the washing machine is the size of the font, as well as the size of the knobs. The font is large enough to see, and I can easily grasp the knobs. Another helpful aspect is the deep basin. I can fit plenty of clothes into the machine. The other feature I appreciate is the dispenser for bleach, which insures that the bleach is evenly dispersed without soaking into the crevices of the basin. Based solely on looking at the washing machine, there are many negative things. For instance, there is no explanation as to the different fabric types that each cycle is intended for. What separates normal from permanent press? Also, the indicator marks on the knobs are different colors. In Figure 2, one aligns the white mark on the knob with their selection. In Figure 3, the mark on the knob is black. While this may be seen as a minor aesthetic feature, first time users of the washing machine may be confused by the lack of continuity. Additionally, the knob on the left side in Figure 2 makes it very difficult to see that the words wash/rinse are underneath the knob. Without that label, someone who is utilizing a washing machine for the first time, or is not use to seeing temperatures presented in this fashion, would be baffled by the labels cold/cold warm/cold and hot/cold. I am also frustrated by the lack of labeling with regards to the fabric softener dispenser. I recently learned that the top of the spindle illustrated in Figure 5, comes off like a cap. Once removed, the spindle can be filled with fabric softener and a cup of water. There is no indication of this feature at all on the machine. I learned about this feature by reading the back of a fabric softener bottle.
Feldman- Piltch 7 A final observation is that there are no instructions on the machine. In the past with top loading washing machines, there are recommendations and or directions under the lid. Without the instruction, it is implied that the user will know that they must adjust the knobs on the left hand side before adjusting the knob on the right. However, I do appreciate the instructions that I need to pull the knob on the right to start the machine. Since reading the back of the fabric softener bottle, my interaction with the washing machine has changed. I now place my sorted clothes into the washing machine. Before I add the laundry detergent, I remove the spindle cap and add some fabric softener and a 12- ounce cup of water. I replace the spindle cap and pour the laundry detergent that I have measured out over the clothing. After shutting the lid of the machine, I adjust the load size and the water temperature, by turning the knobs to the left. I then select the soil level and cycle by turning the knob towards the left and pulling the knob to initiate the flow of water. My interaction with the washing machine is seamless. I don t have to think much about it, unless I am adding bleach to my wash, because I don t want it to splash. Using my washing machine has become second nature to me. Part III: Goals 6 When designing this product, the Whirlpool corporation should have had three sets of goals in mind: usability, user experience, and design. Usability goals refer to the aspects of operating the machine; user experience goals look at the 6 Information on goals taken from class lecture, citation can be found at end of document(ekbia, 2013)
Feldman- Piltch 8 benefits the user obtains from using the machine, while design goals set expectations for how the machine should function. Although there are a number of goals for each of these aspects, I have decided to limit my scope and focus on a few specific goals. From these goals I will formulate questions that can help me in evaluating this washing machine. The four usability goals I have focused on are efficiency, utility, learnability/memorizability and safety. Efficiency and utility look respectively at how well the washing machine does its job and it s many functions. Learnability/memorizability looks at how easy it is to learn to use the device and how easy it is to retain that knowledge. Safety focuses on how much protection is provided to the user for making a mistake. In terms of a washing machine, this would mean selecting too small a load, or accidently putting bleach in the bleach dispenser. The evaluation questions that can be formulated based on these goals are: how easy is it to use the washing machine? Are there enough functions to serve all of the user s laundry needs? Was it simple to learn how to use the machine? Will the user need to relearn the washing machine each time? Are there any mechanisms in place to reduce the margin of error when using this machine? I have limited the user experience goals to two, aesthetics and satisfaction, as often time s user experience goals require trade- offs with the usability goals. These two goals look at how pleasing the device is to the eye and the customers reaction when the machine has finished it s cycle. The questions surrounding these goals are
Feldman- Piltch 9 how much space does the washing machine take up in the user s space? Is the user satisfied with the cleanliness of their washed items? The final set of goals surround the aspect of the machine s design. Rather than focus on all six of the design goals shared in class, I have decided to explore the goals of feedback and consistency. Feedback refers to information sent back to the user to let them know their actions have been recognized. Consistency looks at how similar the experience of this product is compared to others in its market. These goals form two evaluation questions. What feedback, if any, does the user receive? Is the design and function similar to that of other washing machines? Part IV: Evaluation The previous nine questions will serve as my means of evaluation. They are repeated below in bold. Their respective answers will follow in regular type face. 1. How easy is it to use the washing machine? The machine is very easy to use. When we are young we learn that a knob is for turning. Its function becomes second nature to us. The washing machine takes advantage of this truth, by utilizing the knob as it s tool. 2. Are there enough functions to serve all of the user s laundry needs? Yes, and no. There are enough functions and options if the user knows how to manipulate the water temperature and type of cycle to get the results they want. However, this is implied knowledge and not all users have that implied knowledge. 3. Is the washing machine easy to learn?
Feldman- Piltch 10 The washing machine is easy to learn, however there is a dependency on implied knowledge when it comes to manipulating the temperature/cycle type, as well as using the fabric softener dispenser. Whirlpool fails to acknowledge that not everyone has this knowledge by limiting the amount of instructions. 4. Is it easy to remember how to use the washing machine? Yes. A more thorough explanation can be found in question 9. 5. Are there any mechanisms in place to reduce margin of error? No. There is nothing to tell you that you have selected too little or too much water, or a mechanism to prevent the bleach you accidently poured into the dispenser with your dark clothing, from flowing into the water. This is truly a device where the user must learn of their mistakes. 6. Does the washing machine take up too much room in the user s space? No, the washing machine does not take up too much space. There is room to fit a dryer directly next to it, and there remains space to fit a folded clothes rack between the washing machine and the wall. My laundry room is fairly small, as it also houses my hot water heater and air ventilation. 7. Is the user satisfied with the cleanliness of their washed items? Yes, I am very satisfied with the cleanliness of my items after using the machine. 8. What feedback, if any, does the user receive?
Feldman- Piltch 11 Once I have pulled the knob in Figure 3, I can hear the water begin to flow into the basin. However, this is the only instance for which I receive feedback from the machine. 9. Is the design and function similar to that of other washing machines? Yes, the design and function are very similar to those of other machines. Gentle fabrics on this machine are the same as gentle fabrics on other machines, as is the soil level, water temperature and load size. As a result, it is easy to remember how to use a washing machine (question 4), because there is a consistency across different companies and models in design and function. Part V: Recommendations Based on my observations, experience and evaluation of the previously stated goals, I have a few recommendations on how to improve the Inglis Washing Machine, by Whirlpool. First of all, I would move the words wash/rinse down a few centimeters so the knob does not cover them. I would also change the color of the line on the knob in Figure 3 to match the lines on the knobs in Figure 2, so to create a more consistent design. I would also place a label or lettering on top of the spindle in Figure 5, in a color that is not white, that states the top of the spindle can be removed, and that fabric softener should be placed inside. Additionally, I would change the coloring the text in Figure 4. The words bleach dispenser are located on the inside of pocket, in white lettering. As a result, it makes is very difficult to see the words.
Feldman- Piltch 12 With regards to the available functions, I would provide a cheat- sheet on the inside of the lid. For example, the inside could say for washing dark heavy items, such as jeans, set the wash temperature to cold/cold and the cycle to normal. As I learned in college from watching my classmates struggle with doing laundry, not everyone has the same experience I have when it comes to washing machines. This does not mean they are less deserving of clean clothes, or should have their hot pink shirt dye their khakis a light pink., it just means they need to be educated. While there need to be some changes with the functions, I do not think that there needs to be changes to the safety mechanisms. Currently there are none in place/existence. I believe that the implementation and design of such things, such as the water level sensor, would change the overall structure and design of washing machines. This would drastically affect the continuity and the memorizability of the washing machine. People are often resistant to change, especially in devices that they can use without thinking. I believe that changing this would disrupt that flow. Consumers would not buy the washing machine, and the company would lose profits. Part VI: Conclusion Overall, the Inglis Washing Machine by Whirlpool is successful in terms of the user s experience, the usability goals, and the design goals that have been previously stated. With the exception of a few cosmetic changes, the machine should design and function should stay the same. The saying if it ain t broke don t fix it, rings true here.
Feldman- Piltch 13 Works Cited Ekbia, Hamid. (2013). January 10 Class Lecture. Human Computer Interaction, Indiana University in Bloomington. Feldman- Piltch, Alyson R. (2013a). Washer Bleach Dispenser. Feldman- Piltch, Alyson R. (2013b). Washer Cycle Knob. Feldman- Piltch, Alyson R. (2013c). Washer Inside. Feldman- Piltch, Alyson R. (2013d). Washer Load Size & Temperature Knobs. Hawthorne, Frederick. (2010). Inglis by Whirlpool White Washer.