Coming to New York for a weekend with her daughter and granddaughter.

• She wants to see the current traveling exhibition and the Water lily room
• Do they need reservations to have tea?
• What if her legs hurt during the visit? Can they accommodate her?
• Are there stairs everywhere?
• What art would be interesting for a ten year old?

• Lives in suburban Philadelphia;
• Lives by herself on the Main Line ($$$)
• Doesn’t drive into town – too much traffic
• 73 – walks 1.5 miles a day
• Sends email to her daughter in Arizona
• Nervous/ anxious about new technologies - prefers the familiar
• Shops at K-Mart
  

Novice user

• Restrict vocabulary to a small number of familiar consistently used terms;
• Limit possibilities: carrying out a few simple tasks builds confidence
• Give informative feedback on accomplishment of each task
• Give specific error messages
• Carefully designed paper manuals and on-line tutorials are helpful

Coming to New York as a chaperone for a group of 28 high school students (15-17 years old).

• He's not really interested in art, but he has promised the art teacher that he will be sure that the kids see the major works of at MOMA (not that he knows - maybe a tour would help).
• What is the cost for students or groups?
• It would be best to go on Monday daytime hours or some evening.
• Can he buy tickets so that he doesn't have to wait in line?
• Is there a subway line near the museum?
• Can they eat there?

• 55 years old
• Lives in Idaho Falls, ID
• Has 2 kids & 3 grand kids
• Teaches High School English (for 22 years)
• Fixes small motors as a hobby (lawn mowers)
• Likes rodeos and horses
• Does digital photos of family and nature.
• Likes the computer for bookkeeping and reading history on the internet
• easy going, generally competent with repeated computer/ internet tasks. New tasks can be challenging and take more time.
  

Knowledgeable, intermittent user

• Aid memory with consistent structure in commands, menus, terminology etc.
• Protection from danger aids relaxed exploration or attempts to fill in missing syntactic knowledge
• On-line help screens also help fill in syntactic cot semantic knowledge
  

Lives in New York, but he never has gone to the museum. Now his mom is coming to town. He wants to take her but doesn't want to be bored himself.

• He likes sculpture - what's happening with sculpture?
• Is there a free or cheap admission (mom is 64)?
• Are there any movies she might like?
• Do they have any African-American or Brazilian artists represented in their collection?
• Do they offer any dance performances - maybe he could see about performing there

• 37 years old
• Lives in New York
• Has no family - lots of friends
• Dances with Bill T Jones dance company
• Teaches tap and jazz dance to adult students at NYU
• Loves to eat
• Loves color and images - abstract is best
• Uses the computer as he has to for work and keeping up with his friends around the world
• He has a laptop; likes to work in bed, looking out over the Greenwich Village rooftops
• He loves to surf the internet, just reading and listening, but he tends to be impatient if the computer gives any error messages or does anything confusing.

Knowledgeable, intermittent user

• Aid memory with consistent structure in commands, menus, terminology etc.
• Protection from danger aids relaxed exploration or attempts to fill in missing syntactic knowledge
• On-line help screens also help fill in syntactic to semantic knowledge
  

Coming to New York with her husband for a second honeymoon. Wants to have the whole cultural experience - money is no object.

• Are there classes or workshops that they can take?
• Are there any special behind-the-scenes tours?
• Special events at night?
• Can they get a private tour guide?
• How will they know that this guide is any good and not just some bored New York housewife?
• Will they get better treatment if they join the museum?
• They are staying at the Central Park New York Hotel. Can they walk or should they take a cab?

• 42 years old; Lives in Seattle
• Has her own accounting firm
• Drives a red convertible
• Spends Christmas in Hawaii
• Married to the Head of Oncology at the Med School
• No kids, no pets
• Has cleaning service and hires caterers for all parties
• Impatient, precise and demanding

Expert user

• Provide rapid response times and brief, less distracting feedback
• Allow carrying out tasks with short interactions – (keystrokes, selections, etc.)
• Provide shortcuts
• Allow macro definitions