Usability Studies: The $1 Fix to the $100 Problem

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Usability Studies: The $1 Fix to the $100 Problem by Mind Map: Usability Studies: The $1 Fix to the $100 Problem

1. Prototype Formats

1.1. Paper

1.1.1. Moderator acts as computer

1.2. Wizard of Oz

1.2.1. Assistant controls prototype behind the scenes

1.3. Linked

1.3.1. like balsamiq or invision

1.3.2. Axure

1.4. Functional

1.4.1. Prototype is in working code

2. Presenter

2.1. Ash Banaszek

2.2. Union Pacific

2.3. "You can use an eraser on a drafting table or a sledge hammer on the construction site"

3. Activities

3.1. Ship Cars Now

3.1.1. Scope

3.1.1.1. Study SCN website's account creation process

3.1.2. Goal

3.1.2.1. Why the user aborts at this page

3.1.3. Users

3.1.3.1. Customers creating SVN accounts

3.1.4. Metrics

3.2. Example Project

3.2.1. Amazon accidentally purchasing eBooks instead of downlaoding samples.

3.2.2. Scope

3.2.2.1. Study Accidental purchasing of ebooks process

3.2.3. Goals

3.2.3.1. Identify why the users aren't using the automated service in the site to cancel their order and reverse the charges

3.2.4. Users

3.2.4.1. Customers who are downloading samples of the books

3.2.5. Metrics

3.2.5.1. how many started the cancelation process

3.2.5.2. what step in the process was the automated process abandoned and chat/call

3.2.5.3. how many completed the process

3.2.6. User Group

3.2.6.1. People who want to buy a book

3.2.7. Use Cases

3.2.7.1. Buy a book that I find interesting

3.2.7.1.1. Decide if a book is something I want to purchase

3.2.7.2. Find books to add to a wish list / gift list for birthday

3.2.7.3. Returning a gift

3.2.7.4. ! Buy a specific book

3.2.8. Business Goals

3.2.8.1. Automate / reduce human interaction

3.2.8.2. painless experience -> happy customer

3.2.9. Users Goal

3.2.9.1. Charges removed

3.2.9.2. Confidence that the transaction is completed

3.2.10. Tasks

3.2.10.1. Find a book of potential interest

3.2.10.2. Preview the book

3.2.10.3. Return the book

3.2.10.4. Buy the book

3.2.11. Compiled Notes

3.2.11.1. Critical Errors - login audible

3.2.11.2. Off happy path

3.2.11.2.1. user logins

3.2.11.3. header / footer starting points

3.2.11.4. Time on task

3.2.11.4.1. 3min 27.5 seconds

3.2.11.5. Wrong place

3.2.11.5.1. under "assistance"

3.2.11.6. "Return" vs "Cancel"

3.2.11.7. Completed successfully

3.2.11.8. Recommendation

3.2.11.8.1. Under synonyms offer alternate suggestions

3.2.11.8.2. Were you looking for returns, or canceling a digital item

4. Usability Testing

4.1. Plan

4.1.1. Scope

4.1.2. Goals

4.1.3. Users

4.1.4. Tasks

4.1.4.1. Create a non-leading task

4.1.4.1.1. Avoid using site keywords

4.1.4.1.2. Do not give hints

4.1.4.1.3. Use common language

4.1.4.2. Tip

4.1.4.2.1. Worried about being too general/?

4.1.4.2.2. Ask a colleague or friend to read it and describe what they thought it meant

4.1.5. Metrics

4.2. Enact Plan

4.2.1. Stakeholder signoff

4.2.2. Recruit users

4.2.2.1. How many?

4.2.2.1.1. About 5 per user group

4.2.2.1.2. Until issues/feedback begin to repeat themselves

4.2.3. Schedule Time

4.2.3.1. schedule more due to no-shows

4.2.4. Check Equipment

4.2.5. Set moratorium on changes to the system

4.2.5.1. want all tests to have been done on the same system

4.3. Perform Test

4.3.1. Apply Moratorium

4.3.2. Check Equipment

4.3.2.1. Test your equipment int he environment it will be used

4.3.2.1.1. brightness

4.3.2.1.2. temperature

4.3.2.1.3. field tools different from office tools

4.3.3. Pilot

4.3.3.1. Get a colleague or friend to act as a test participant

4.3.3.2. Use exact prototype/thing you will be testing

4.3.3.3. Run through it exactly as if they were a user, no special instructions

4.3.4. Orient

4.3.4.1. "Usability Study"

4.3.4.2. "This is not a test, and there are no right or wrong answers."

4.3.4.3. Explain study's purpose

4.3.4.4. Explain methodology you will use

4.3.4.4.1. type of prototype

4.3.4.5. Emphasize we're testing the system not them

4.3.4.6. Answer any procedural questions the user may have

4.3.4.7. Assure them you are looking for honest feedback and there are no hurt feelings

4.3.5. Run Test

4.3.5.1. Strive to minimize distractions

4.3.5.1.1. only you and the participant should be present

4.3.5.2. moderating techniques

4.3.5.2.1. Think aloud protocol

4.3.5.2.2. Probing questions

4.3.5.2.3. Concurrent

4.3.5.2.4. Retrospective

4.3.6. Tips

4.3.6.1. Pre Study Questions

4.3.6.1.1. learn about this type of person

4.3.6.2. Post TASK question

4.3.6.2.1. learn about that specific task

4.3.6.3. Post Study Questions

4.3.6.3.1. learn about overall experience and what was memorable

4.3.6.4. Taking Notes

4.3.6.4.1. If possible have a scribe

4.3.6.4.2. Use as much detail as possible

4.3.6.4.3. Time Notations

4.3.6.4.4. Captures quotes and user's language

4.3.6.5. Unhappy Path

4.3.6.5.1. ask "What would you expect to find here.. on this path?"

4.3.6.5.2. then redirect back to happy path

4.4. Aanalyze

4.4.1. Review Notes

4.4.2. Consolidate Key Points

4.4.3. Collect Highlight Reel

4.4.4. Compile Metrics

4.4.4.1. Successful Task Completion

4.4.4.2. Critical Errors

4.4.4.3. Non-Critical Errors

4.4.4.4. Error-Free Rate

4.4.4.5. Time on Task

4.4.4.6. Likes, Dislikes and Recommendations

4.4.5. Form Conclusion

4.4.6. Recommendations

4.4.7. Tips

4.5. Compile a study Results Document

4.5.1. list

4.5.1.1. all problems

4.5.1.2. suggested improvements

4.5.1.3. missing functionality

4.5.2. Prioritize level of criticality

4.5.2.1. Critical

4.5.2.2. impactful

4.5.2.3. some impact

4.5.2.4. suggestion

5. Use Cases

5.1. Definition

5.1.1. Is this unique to this user group?

5.1.1.1. Identify common use cases

5.1.2. What does success entail?

5.1.3. What's the happy path?

5.1.4. What's the business goal?

5.1.5. What's user's goal?

5.1.6. Description of how users performa tasks on your app

5.2. Best done during Process Formation

5.2.1. prior to design work

6. References

6.1. http://www.usability.gov/