ContextualInquiry:Library Security
From IEOR 170 Spring 2007
Contents |
[edit] Group Members
Brian Loo
Michael Lovejoy
Asmita Karandikar
Erin Palermo
Patricia Wang
[edit] Target Users
Our target user group would be students, staff, extended stay visitors, and frequent users of the campus. Additionally, these people would have laptops and would use these in the campus libraries. Out of this group, it would be people who are worried of campus theft in the university’s many libraries and our willing to take initiative to register their electronics. In addition, we are targeting library users that tend to leave their belonging unattended to either reserve a seat, go to the bathroom, look for a book, or any other reason.
Our first interview subject is a 21-year-old female in her third year of undergraduate, majoring in Environmental Sciences. She is not a frequent library user, but when is there, she usually studies alone. She prefers studying in Main Stacks because of the use of natural light in some areas, and because of her preference of tables to cubicles. Safety and the security of her belongings is a priority for her – in the library as well as to and from the library. She considers it to be a hassle to pack up all of her belongings if she needs to leave her seat for a short amount of time, especially because her laptop will lose Airbears connection, and she will need to go through the process of reconnecting. She would welcome a system similar to the one proposed, and feels it will be easier to only need to take her ID, iPod, and wallet if she needs to leave her seat.
Our second interviewee is a second-year male graduate student in Chemistry. He likes the quietness of the library and studies there occasionally, but usually not for finals, because he feels that the library is too crowded at that time. He is a student supervisor at the Chemistry library, so he is familiar with library security. He has dealt with one patron who had her laptop stolen, and has several friends whose laptops have been stolen, so he understands the seriousness and repercussions of having a laptop stolen. While the Chemistry library would not be affected by our proposed system, it requires minimal effort and increases safety significantly. He would certainly use this system, since one of his priorities while on campus is safety.
Our final interviewee is a male, Political Science major in his fourth year. He uses the library for a 5-8 hour period during midterms and finals. He doesn’t use the library at other times of the semester. He normally uses the library with friends, and always brings his laptop when he goes. When studying at the library, he sits with his group of friends and if he needs to use the restroom or find a book, he will leave his laptop with his friends. If there aren’t familiar people present, he will leave the laptop alone, as long as it is in his sight. He uses his laptop mostly for socializing (AIM and Facebook), but while at the library, he uses his laptop to write papers and to contact friends and classmates when he needs assistance while studying. His priorities when using his laptop at the library is his ability to multitask while studying, and to get his papers written. He doesn’t back up his hard drive, so if his laptop were taken, he would lose everything.
[edit] Problem and Solution Overview
The UC Berkeley campus is easily accessible to students, staff, and those not affiliated with the university. It is quite easy for a theft to occur on campus, and because the campus is so large, it can be difficult to apprehend the criminal. Students may have a false sense of security when they are inside a building, such as a library, because they might feel that theft might not occur in an enclosed location. However, many thefts occur on campus, and we feel that more needs to be done to prevent these crimes from occurring and a better system needs to be developed to catch these criminals. For our solution, we focus on the library environment, specifically, because it is heavily trafficked by laptop users.
In our solution, the user would register his or her laptop and Cal ID in a system. The owner would affix a small RFID sticker onto the laptop. This sticker is linked to information encoded on the user’s Cal ID card. Upon entering the library, the user passes through sensors, which detect the signal from the RFID sticker on the laptop, and match it to a signal on the ID card. This process occurs for both entrance and exit of the library. This process would require a match to allow entrance into the library, as well as to exit. If someone attempts to remove the laptop from the library without the proper identification, the exits are shut and security is called to deal with the situation. The obvious benefit from this system is the extra security concerning your specific laptop – no one else can take it out of the library, so there is little incentive for anyone to try to steal it. If someone does not wish to participate, they do not need to, since the system only senses registered RFID stickers, but they are risking the security of their laptop.
[edit] Contextual Inquiry - Interview Descriptions
[edit] Interview Method
Each team member interviewed one subject. We discussed how the interviews would be conducted, then set a deadline to have the interviews completed. We decided that all interviews would take place in the library, and that we wanted to interview a variety of users. Of the five interviews that were conducted, four of our interviews took place in the library, and one interview took place outside of the library. The interview process was as follows: • Observe user entering library – note showing of Cal ID to library security • Observe study location decision – where they choose, how they decide that • Observe placement of bag(s)/personal items • Observe behavior when user leaves their study spot – leaving to talk to a nearby friend, to check out a book, to use the restroom, etc. • Ask questions about their motivations for certain behaviors • Ask questions of the user to explain their actions
[edit] Interview Observations
After the interviews were conducted, we met to compare the data that we collected. We noticed some common themes throughout our interviews. For instance, if the user left their study spot for some reason, they would leave their laptop behind if they were surrounded by familiar people. If they were alone in the library, they would pack up all of their belongings. All of our interviewees had a general concern about the safety and security of their belongings while in the library. Our interviewees also use laptop as part of their studies, making it useful for them to have their laptop with them in the library. Finally, our interviewees kept their bags out of sight (on back of their chair, under the table, under their chair, etc) so that the items were not in their direct vision, but the user was still able to maintain awareness of its location.
There were a few unique observations from the interviews, as well. One of our interviewees lets their friends borrow their laptop for long-term periods. The rationale behind this behavior is that the user trusts their friend, this friend needed a laptop for academic purposes and the friend didn’t have access to a laptop because their own was broken. This interviewee had desktop as well, so they could spare their laptop for a couple of weeks. Another interviewee was worried about their laptop breaking when they use it. This user was also worried about being mugged while they have their laptop. As a result, this user is hesitant to even bring their laptop to the library. The rationale behind this behavior is that because this user’s laptop is older, and has problems, they feel that it is more fragile, and are less willing to use their laptop in circumstances that they deem unnecessary. Another interviewee was not willing to go to the bathroom during studying because they felt the need to pack up all of their belongings. Further, this person uses their laptop for bulk, continuous periods of time, not interrupted time blocks. The rationale behind this behavior is that because the time they spend studying is lengthy, they don’t want to increase that time unnecessarily. Our final interviewee was characterized as “paranoid” about thier belongings, never letting them out of their sight. The rationale being that they couldn’t imagine losing their laptop and all of the information kept on it.
[edit] Task Analysis Questions
1. Who is going to use the system?
Our product will be used by people who use the library and own laptop computers. They will mostly be students, but will also include staff and long-time visitors (such as visiting professors). They will all be affiliated with the University of California, Berkeley in some way, and they all will value their personal property, will appreciate safety and security, and will dislike getting their property stolen. Since we anticipate that the majority of users will be students, they will have some college education and will generally fall within the 18-24 age group. They will most likely be proficient in English and will have the ability to use a laptop.
2. What tasks do they now perform?
Using their laptops in the library generally involves two purposes: studying and socializing. When using their laptops to study, users write papers, work on problem sets, and conduct research, to name a few tasks. To socialize, users check email, chat online, and check Facebook. Today, library users with laptops have to be very aware of their surroundings as they try to keep their possessions from being stolen. If for any reason they need to leave their seat in the library (for example, to use the restroom or to get food), they will either need to pack their belongings, ask a friend to watch their belongings, ask a stranger nearby to watch their belongings, or leave their belongings unattended. The latter two tasks especially can lead to some anxiety on the part of the library user, as their laptop will be more likely to get stolen in these scenarios.
3. What tasks are desired?
New tasks that the user will need to partake in include registering the laptop online, registering friends, and attaching a sticker to their laptop as a form of identification. Once are system is in place, library users will also be able to leave their laptop unattended with a lower probability of it being stolen. This will bring the desired result of better library safety and security.
4. How are the tasks learned?
In order to register the laptop and other people who can use the laptop, the user will need to get information about the system, which can be posted in dorms, sent through official emails, through flyers posted in locations such as in libraries, and can be posted on the UC Berkeley website. The information will include a description of the system, and the steps that need to be taken in order to complete the registration process. Therefore, the tasks will be learned through reading instructions. There will be no training required, but users will need to be able to use the Internet.
5. Where are the tasks learned?
Users will learn how to register and use the system online, further, there will be instructions given through a handout from the Cal 1 Card office. Therefore, tasks will be learned at a computer – either in an office, in the library itself, or at home. As registering will be a simple, straightforward process, environmental factors such as lighting, comfort, and sound will not significantly affect the user’s ability to complete the task.
6. What’s the relationship between user and data?
Data will be directly connected to the user, as a laptop will be registered to a specific user. However, there will be little need to worry about privacy, as the only new information that the University will need is about the laptop, and which other users may use the laptop. The University already has the information that will be needed about the user, such as the name, address, and identification number of the user. All of this information will be kept confidential and will not be publicly distributed.
7. What other tools does the customer have?
The user will register the laptop online, so a computer is used. Besides that, there are no other tools the customer must use for this system. Our library security system is a very simple idea and requires minimal user interaction. In the future, it could possibly be used to register other valuable electronic devices, such as mp3 players or cell phones. The idea can also be extended beyond the library to other public venues on campus. Future technology may allow registration on cell phone or other small wireless device. There may also be anti-theft technology built into laptops in the future, such as GPS tracking – this could work with the library system to help prevent theft.
8. How do customers communicate with each other?
Customers would communicate with each other in order to register friends to allow them to use the laptop in the library. The owner of the laptop would simply talk to a friend and determine that he/she needs to be on the online ‘allowed user’ list. The owner would also talk to a friend to determine if he/she should be taken off the list. Other than communicating to determine if a friend needs to be added to or removed from the list, there would not be much customer communication.
9. How often are the tasks performed?
The task of registering a laptop would be performed once per laptop. If the customer gets a new laptop, he/she would have to register the new laptop. When the user enters and exits the library, the system automatically detects the ID and laptop, so the user would not actually perform any tasks. For most users, they would simply register the laptop once, which would be the only task performed. Once a customer such as a student graduates, since he/she no longer has an active ID number, his/her information will be removed from the database, and he/she will not be required to unregister the laptop. Therefore, a user who only has one laptop throughout the duration of his/her stay at UC Berkeley and does not grant access to friends will only need to interact with the system once, during initial registration.
10. What are the time constraints on the tasks?
There is no real time constraint on registering a laptop, as it is an easy process that takes little time. However, the sooner registration is done, the more protected the laptop is. When the user registers himself/herself or a friend, it would be registered in the online system almost immediately. However, the user must physically attach the security sticker to the laptop for it to be effective. If the laptop owner goes online inside the library to register a friend, that friend should be able to take the laptop out of the library – the system will update that quickly.
11. What happens when things go wrong?
A false positive occurs if the alarm is triggered when the actual laptop owner tries to enter or exit the library. In all cases when the alarm is triggered, security will handle the situation. Security would check the laptop and the user’s ID to see if there actually should be a match. The security staff should be able fix the problem if it is a slight technical glitch with the sticker or ID. If it is the sticker/ID sensor that malfunctioned, technicians can be called to fix it, and security can manually check ID’s and laptops (using the barcodes to have the system verify a match). The online registration is constantly backed-up, so that if it fails for some period of time, there will be a backup copy of all data for security to use.
[edit] Analysis of Tasks
(Easy)
1. Applying the Sticker After registering the laptop, the user will need to apply a sticker with a designated code to his/her laptop.
2. Entering/Exiting the Library When entering or exiting the library, the user will walk through some sort of a detection gateway while simultaneously scanning his/her ID card.
(Moderate)
3. Registering a Friend To register a friend, the user will have to go online and walk through the provided interface. The process will require the friend’s ID number and the user’s laptop ID number. The friend registration will take effect 1 hour after the user submits his/her request.
4. Canceling an Account To cancel an account, the user must provide his/her laptop ID number and confirmation to the online interface. The account cancellation will take effect 24 hours after the user submits his/her request.
(Difficult)
5. Registering for the First Time A user can register for the first time online, however, upon submitting the registration form, he/she must physically go to a central office to pick up the sticker and confirm the user and laptop ID.
6. Handling Incorrect Theft Identification In the case that the system identifies theft, a library employee will hold the user while a manual check on the laptop and the user ID is made. If the discrepancy is confirmed, the library will hold the laptop and email the user specified by the system.
[edit] Proposed Design
[edit] Functionality Summary
With our proposed system, users will be able to register their laptops with our online system. The registration process will include obtaining a sticker with an RFID tag that will correspond to encodings in their Cal ID card. When entering and exiting the library, our sensors will check for matches in these codes, and allow the user to enter or exit, given that the laptop they are carrying is their own. Further, they can register other users, in case their laptop is in the possession of their friend while entering or exiting the library. Finally, the user can deactivate their membership in our program at any time, or they will be automatically deactivated when they graduate and their Cal ID card expires.
[edit] Proposed Online Interface
The interface will be an online system for users to register their computers, as well as register friends as users, and cancel their registration. The main page will look like this:
Once they click the “Start” button, the site will navigate to the “Registration” page:
They will fill out the registration form, and they must accept the “waiver” we provide. This waiver will be found on a separate page, and is linked on the registration page, as well as on a tab at the top of the page. Also, the registration process calls for the serial number of your laptop. If the user cannot find their serial number, we have a tutorial page linked to the registration page, to assist the user in finding it. Finally, we will have a sample form for the user to see to make sure they are filling out the form correctly. After they click “Complete Registration” they will be taken to the “Sticker” page:
The “Sticker” page details how the sticker will be given to the user – picked up at the Cal1Card Office, or mailed to them at their campus address. There will also be a map of the campus highlighting the Cal1Card Office if the user clicks the link. Once they submit their sticker pick-up choice, their registration is complete, and they are navigated back to the main page.
If they want to authorize another person to use their laptop, they will click the “Register Friend” tab:
They will fill out the simple form, including the password they created from their initial registration. Once they hit “complete” they will be taken to a confirmation page, and all will be finished.
If they want to deactivate their sticker, they will go to the “Deactivation” page.
On this page, they will fill out the simple form, and click the “deactivate” button. They will be taken to a confirmation page, and they will no longer have an active sticker.
[edit] Task Scenarios
System allows user to pass
As he/she enters or exits the library, the user with a registered laptop walks through the security scanner which scans both the laptop’s ID sticker and the card’s ID number. Upon confirming a match, the system almost instantaneously displays to the security staff member that the two ID numbers match, and the user is allowed to enter or exit the library.
System indicates mismatch
An alarm sounds as a user passes through the security scanner, and the gates in front of the scanner lock in order to prevent the user from proceeding forward. The security staff member on duty manually enters the user ID number as well as the laptop registration number into the system database. There is no match, so the security staff holds the laptop and an email is automatically sent to the registered person informing him/her of such.
First-time registration & other account interface options
In order to register the laptop for the first time, the user can either create an account online or register by filling out a similar form at a physical office, likely to be located near the Cal1Card office on lower Sproul. The form is essentially an online interface which allows the user to walk through the registration process with ease, requesting of the user information like the name, user ID number, laptop model and serial number. Also provided on the online interface is the option of registering a friend to a laptop or deactivating the account.
[edit] Analysis of Approach
Currently the existing security system for the libraries only monitors library-owned books, media, and magazines. All library books contain an active electronic article surveillance tag that will get deactivated by the librarian upon checkout. There are security gates at the entrances and exits to the library that are triggered by active electronic article surveillance tag. When triggered, an alarm will sound to alert staff. When the alarm is triggered, the library staff follows the procedure on how to deal with that guest.
The system we are proposing is an upgraded version of the current system and incorporates new technology. Our security system will be able to monitor the library’s property, but also laptops that belong to library users. The system will read encodings on the UC Berkeley ID cards along with RFID stickers placed on personal laptops and are hard to remove. It will not be necessary for the user to remove the laptop and ID card from his backpack, as the sensor will be able to detect them. Furthermore, the current system only checks for electronic surveillance tags upon exiting. However, our proposed the system will check for RFID match up upon entering and exiting. Currently, when the alarm is triggered there is nothing to stop the theft, as the criminal can run out of the library and avoid security. To address this problem, there will be physical barriers that will lock once the alarm is triggered to prevent the possible thief from exiting the library. Furthermore, the system will e-mail the main user of the laptop to let them know where they can recover their stolen property. The security guard at the entrance and exit will be provided with a computer where he can manually check if the laptop in question belongs to the person who the alarm detected, of if the owner had approved him to use the laptop.
A setback to this approach is that there can be many false alarms. This is major concern – if there are many false alarms, the system will be ineffective and underutilized, as people may not want to register their laptop if they are going to be bothered often because of misidentification. Also, the RFID chip on the sticker can be easy damaged if handled roughly. If the stickers have to be constantly replaced, the system may not be cost-effective, unless the replacement fee must be paid for by the student. In addition, students must make the effort to register for the system. Another problem is if the system is usable and used by students, it builds a false sense of security. If people start believing they can leave their belongings unattended, they will. Even though the system is in place, it cannot guarantee against theft – if there are many unattended personal belongings besides laptops, theft will still occur.
Even though there are several logistical problems to this approach, there are also many benefits. The primary benefit of this system is the hope of decreasing laptop theft in the library and campus. If a registered laptop is stolen anywhere and is then used in UC Berkeley’s main library, the alarm will trigger as they try to enter. In addition it benefits students who are stressing and multitasking while studying in the library who are not providing their full attention to their belongings. A further benefit is if the registered user must leave their laptop for a short amount of time for any reason, such as to use the bathroom or to make a phone call, the user can leave and attend to their business as needed, knowing that his laptop will be safe.
Our system encourages and persuades our users to achieve our design goal of increasing library safety and security. If more people use the system, some thieves may get scared of stealing in the library. As a result, the proposed system discourages people from the bad habit of stealing laptops, which will make our library system a safer and better place. In addition, it encourages our users to think about their overall safety and security as they register their computers and become aware of the new library security system.
[edit] Group Member Contributions
Brian Loo conducted a contextual inquiry interview, contributed to the user descriptions and scenario sketches, and provided the analysis of our approach.
Mike Lovejoy conducted a contextual inquiry interview, contributed to the user descriptions and scenario sketches, and answered the task analysis questions.
Asmita Karandikar conducted a contextual inquiry interview, contributed to the user descriptions and scenario sketches, and answered the task analysis questions.
Erin Palermo conducted a contextual inquiry interview, contributed to the user descriptions, and provided the interface design description and sketches as well as the overview of the problem and solution.
Patricia Wang conducted a contextual inquiry interview, contributed to the user descriptions and scenario description and sketches, and provided the list and analysis of tasks.
[edit] Appendix A: Interview Notes
[edit] Interview 1
• Interview subject is 23-year-old male chemistry student
• Uses the library 3-4 times a week to study, often with friends
• Averages 2-3 hours each time in library
• Brings laptop about half the time
• Occasionally (1 or 2 times a week) leaves laptop with friends to do some other task (restroom, books, food, drinks, etc.)
- Other times he just packs up and leaves if he wants something
• Very occasionally (once a week or less) lets friends borrow laptop (borrow = take from one location to another and use it)
• Would like to have laptop registered in case it is stolen
• He would go out of his way to increase the security of his laptop – but less effort to register his laptop is better (safety and security on campus is important to him)
- If he could just pick up the sticker with the Class Pass or at the library security desk, he would definitely do it
- Sticker must be small and not too noticeable
• Having the security system automatically detect the laptop and ID is good because it requires no effort on the part of the user
• Even with this security in place, would not leave laptop unattended or with strangers
[edit] Interview 2
• go inside the library, show your ID
• go to Main Stacks usually, because I don’t like Moffitt because I don’t like the cubicles, or the lighting, and the oldness of the building
• prefer Main Stacks because there are tables instead of cubicles and some natural light, doesn’t seem old and yellow-ish
• go in a ways, not near the entrance because I want some privacy and not a lot of foot traffic because I like to people-watch, and that can be distracting
• picks a table, doesn’t care if there are a lot of people there
• take out laptop, turn it on, connect to Airbears, so if you need the Internet, it’s there
• if a friend is with you, you would leave your laptop. If just going to bathroom, then would ask the person sitting next to you to watch your stuff. But if there was nobody around, person looked shady, then I would take everything with me.
• Yes, it’s a hassle to pack everything because I usually have a lot of papers and stuff. If I hibernate my laptop, then it loses connection and that’s annoying.
• Yes, I would prefer not having to pack everything.
• Usually don’t bring laptop, period, because computer doesn’t work well with Airbears, so if I need my computer, then I wouldn’t go to the library. But when I do take it, it was fine, and cool having it there.
• Sometimes I worry that it might get damaged, and that if I were to get mugged on the way back, it would be stolen. Worried that if I haul down, then it won’t connect.
• Assuming that it works, I think that I would feel more comfortable, but would need to bring your ID. But would still take my iPod and wallet, but would definitely be more cumbersome. I think it’s less likely that somebody would steal reader.
• Would not change the way I chose where I sat because you think it would be shady, since I don’t choose my seat based on who’s around.
• If I was going to be there for awhile, I would feel okay sitting at a table by myself, because then I wouldn’t have to watch my stuff – would have a greater sense of security.
• Wouldn’t mind having to go pick up the sticker – maybe combine it with Class Pass, or could mail. Might be annoying if the hours are odd, or go to a weird part of campus. But somewhere close to Sproul wouldn’t be a problem.
[edit] Interview 3
• Interview conducted in the Math and Statistic Library of Evans
• 4th year Political Science Major
• see how he interacted with his laptop and the library setting
• kept his laptop in front of him at all times but left his backpack behind him where it wasn’t in his peripheral vision
• person only uses the library during midterm and final season where he always has his laptop to surf the web, research, online meetings, and to socialize
• when he does study in the library, he stays for 5 to 8 hours at a time and usually studies with friends
• If he has to leave for a moment, he will have his friends watch his belongings
- If nobody around him is present, he will leave his laptop out if he can watch it from a distance
- otherwise, he will pack it up and take it with him
• introduced the proposed system and he seemed nonchalant about it
• he thought it would be interesting and a good idea, but the accessibility and ease of registering would play a significant role in his decision to use it
• he felt like he watches his belongings well enough, so he is not highly concerned of someone stealing his personal property
[edit] Interview 4
• 1st year, French major, age 19, female
• Uses laptop to write papers, download problem sets, search for solutions
• Finds a table in Doe, stays for 2-3 hours at a time
• Spends about 10 hours a week in library
• Never lets friend borrow laptop when she is not present
• Lets a friend use her laptop at her house, or in class, or at the library, but she is there also
• If studying with friends, she has a friend watch her laptop if she needs to go to the bathroom
• She must know this friend and trust them
• If there is a group of friends, she feels more comfortable leaving it
• Otherwise she packs up her belongings and takes them with her
• Usually she tries to not leave the laptop
• If she has to go to the bathroom, she waits until she is done studying, so she can go to the bathroom and leave, since she packed up
[edit] Interview 5
• 3rd year, undergraduate student majoring in molecular cell biology
• very studious, frequents the library (average 3 times a week)
• always brings her laptop, though has never had huge problems with security
• enters through moffitt, shows ID, studies in main stacks
• generally likes to sit apart from other people, so if the large tables are for the most part empty, she’ll sit there, otherwise she’ll try and find a cubicle space
• usually, goes with someone, so she’ll have a friend to watch her things for her while she goes to the bathroom, but when she goes alone, she’ll generally pack her things to go home or bring with her to the bathroom instead of asking a stranger to watch her things
• people ask her to watch their things, which she finds acceptable, but she is reluctant to risk not only losing her laptop but her wallet and other things
• thinks that the system can work, but she may still be reluctant to leave her laptop lying around
• she would probably get the sticker and register her laptop but follow the same routine that she has right now
