Introduction to Usability

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An Introduction

to Usability

Maheswaran Ganesan User Experience Specialist

http://www.maheshg.com

17th Nov 2011

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Agenda

Why usability is so important?

What is Usability?

When to work on Usability?

How to evaluate its effectiveness?

Benefits of Usability

Writer's contribution to Usability

Examples

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Excellent usability in an application/product is

essential for End-User Satisfaction. It is not an afterthought, nor an optional "nice to have", it's a "must have"

Application/product/website state:

If the interface is so unusable, then

the user will not use it. They will not accept it

E-commerce state:

If the customer cannot find the product,

then the customer cannot buy the product.

Intranet: is a matter of employee productivity

Why usability is important?

Usability helps companies understand their customers.

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What is usability?

Usability is the measure of the

quality of a user's experience when

interacting with a product or

system - whether a web site,

software application, mobile

technology, or any

user-operated device.

Source: http://www.usability.gov/basics/index.html

"usability" also refers to methods for

improving ease-of-use during the

design process. -- useit.com

http://www.usability.gov/basics/index.html

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What Does Usability Measure?

Ease of learning – How easy is it for users to accomplish

basic tasks the first time they encounter

the design?

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What Does Usability Measure? Continued…

Ease of learning - How easy is it for users to accomplish

basic tasks the first time they encounter the design?

Efficiency of use – Once an experienced user has learned to

use the system, how fast can he or she

accomplish tasks?

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Efficiency of use - Once an experienced user has learned to

use the system, how fast can he or she accomplish tasks?

Memorability - When users return to

the design after a period of not using

it, how easily can they reestablish

proficiency?

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Memorability - When users return to the design after a

period of not using it, how easily can they reestablish

proficiency?

Errors – How often do users make errors while

using the system, how serious are these

errors, and how do users recover from

these errors?

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What Does Usability Measure?





Memorability - If a user has used the system before, can he

or she remember enough to use it effectively the next time or

does the user have to start over again learning everything?

Errors - How often do users make errors while using the

system, how serious are these errors, and how do users

recover from these errors?

Satisfaction - How pleasant is it to use

the design?

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How to evaluate its

effectiveness?

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Usability Testing…

Definition

Usability testing is a technique used to

evaluate a product by testing it with

representative users.

Goal of the Usability Testing

Is to identify any usability problems,

collect quantitative data on participants'

performance (e.g., time on task, error

rates), and determine participant's

satisfaction with the product.

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Usability Methods

Interviews/Observations

Focus groups

Group review or Walk-through

Heuristic review *

Walk-around review

Do-it-yourself walk-through

Paper prototype test

Formal Usability test

Controlled experiment

Questionnaires

* Most popular of the usability inspection method

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When to Work

on Usability?

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Usability in Software Design

Usability plays a crucial role in a development process.

Beginning with user research, through constant mapping of your requirements,

up through usability testing, It is constantly striving for user satisfaction.

Analysis Design Deploy

Ethnographic studies

Interviews

Surveys

User scenarios

Workflow modeling

Focus groups

Prototypes

Card sorting

Usability testing

Participatory design

Usability testing

Heuristic evaluation

Surveys

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Benefits of

Usability…

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Benefits to the User…

If your users are satisfied, they will become

loyal, and may even recommend your product

or service to others.

Increased ease of use

Improved productivity (reduced time to

complete a task and reduced errors)

Higher user satisfaction

Confidence and trust in a valuable

resource

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Benefits to the Company…

Reduced development time and costs

Reduced training & support costs

Reduced maintenance costs

Gain and retain happy loyal customers

Increased traffic, sales and revenues

Increased trust in the product and company

A usable product is recognized, used,

and recommended.

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Types of Usability Problems

Product doesn’t match job or task

Poor organization/layout

Unexpected occurrence of events

Product not self-evident

Requires recall rather than recognition

Inconsistent screens, messages, terminology

Design is inefficient

Cluttered or unattractive design

No feedback or poor feedback about status or errors

No exit or undo

Help or documentation is not helpful

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Good Usability…

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Example – Usable

OK, this looks

like main menu

categories…

TASK: Find a company details by doing a basic search

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OK, this looks

like main menu

categories…

Example – Usable

…and these

are second

level menu


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OK, this looks

like main menu

categories… …and these

are second

level menu

Example – Usable

Hmm, I'm on

search tab,

and I can do

basic search

here


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If Usability Fails…

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Example – Not As Usable online car leasing portal

Hmmm, where

do I start?

Too many text and

graphics. it's very

hard to understand

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Example – Not As Usable

Hmmm, where

do I start?

Are these

products?

Is this the

latest product

catalog?

electronic kit portal

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Example – Not As Usable TASK: Find an electronic kit for a boy’s birthday

Hmmm, where

do I start?

Are these

products?

Is this the

latest product

catalog?

What’s this?

What’s this

for?

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Hmmm, where

do I start?

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Hmmm, where

do I start?

Are these

products?

Is this the

latest product

catalog?

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Hmmm, where

do I start?

Are these

products?

Is this the

latest product

catalog?

What’s this?

What’s this

for?

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Writer's Contribution

to Usability

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In the Product

Make sure

Headings and sub-headings are short, straightforward and descriptive.

The words, phrases and concepts used are familiar to the typical user.

UI string are written in the active voice. (but, Error messages in passive voice.)

Acronyms and abbreviations are defined when first used.

Button labels and link labels start with action words.

Error messages contain clear instructions on what to do next. (provide more detail about error messages if required.)

Being a writer, you can:

for more info contact: Siddharth

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Being a writer, you can:

In the Product

Provide

Content for customized 404 'Not Found‘ page

Info text to the user to warn about large, slow-loading pages (e.g. “Downloading…")

Tool tip message if required.

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Usability Sources

UPA—

http://www.usabilityprofessionals.org/

Jakob Nielsen— http://www.useit.com/

Adaptive Path—

http://www.adaptivepath.com/

Jared Spool— http://www.uie.com/

Human Factors, Inc.—

http://humanfactors.com/home/usability.asp

http://www.usabilityprofessionals.org/

http://www.useit.com/

http://www.adaptivepath.com/

http://www.uie.com/

http://humanfactors.com/home/usability.asp

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? Questions?

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Thank you!