User Experience Re-Mastered: Your Guide to Getting the Right Des....pdf

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Half Title Page

Series Page

Title Page

Contents

Contributors

PART 1. Defining Usability

CHAPTER 1. What Is Usability? (Jakob Nielsen)

Usability and Other Considerations

Definition of Usability

Learnability

Efficiency of Use

Memorability

Few and Noncatastrophic Errors

Subjective Satisfaction

Example: Measuring the Usability of Icons

Usability Trade-Offs

Categories of Users and Individual User Differences

End Notes

CHAPTER 2. User Needs Analysis (Tom Brinck, Darren Gergle, and Scott D. Wood)

Introduction

The Objectives of User Needs Analysis

Setting Your Objectives

The Stakeholders

Business Goals

User Goals

Define the Usability Objectives

Define the Functional Specifications

Background Research

Surveys

What to Ask About

How to Structure the Survey Responses?

Sampling

Avoiding Bias

When to Use Surveys

Competitive Analysis

Interviews and Focus Groups

Conducting the Interview or Focus Group

Organizations

Preparing for an Interview or Focus Group

Focus Groups

When to Conduct Interviews and Focus Groups

Informed Project Objectives

Task Analysis

What is Task Analysis?

Task Analysis for Web Site Design

Use Cases

Hierarchical Task Analysis

User-Level Goals and Procedures

Platform-Level Goals and Procedures

Application-Level Goals and Procedures

Understanding the Tasks and Their Context

Hierarchical Task Analysis for Web Site Design

Techniques for Understanding Tasks

Training Materials

Standard Operating Procedures

Observation

Interviews and Focus Groups

Think-Aloud Protocol

Instrumented Browsers

Contextual Inquiry

How Far Down Should You Decompose a Procedure?

A Hybrid Approach to Task Analysis

Start with Use Cases

Decompose Tasks Hierarchically

Determine Appropriate Technologies

Performance Improvements

Consistency

Brevity and Clarity

Combined Functionality and Fewer Server Requests

Example: Inefficient Tasks

Human-Error-Tolerant Design

Example: Error Recovery

CHAPTER 3. Card Sorting (Catherine Courage and Kathy Baxter)

Introduction

When Should You Conduct a Card Sort?

Things to be Aware of When Conducting a Card Sort

Group or Individual Card Sort?

Preparing to Conduct a Card Sort

Preparation Timeline

Identify Objects and Definitions for Sorting

Activity Materials

Additional Data Collected in a Card Sort

Players in Your Activity

Preparing to Conduct a Card Sort

Inviting Observers

Conducting a Card Sort

Activity Timeline

Welcome the Participants

Practice

Card Review and Sorting

Labeling Groups

Data Analysis and Interpretation

Suggested Resources for Additional Reading

Analysis with a Card Sorting Program

Analysis with a Statistics Package

Analysis with a Spreadsheet Package

Data That Computer Programs Cannot Handle

Interpreting the Results

Communicate the Findings

Preparing to Communicate Your Findings

Modifications

Limit the Number of Groups

Electronic Card Sorting

Suggested Resources for Additional Reading

Prename the Groups

Lessons Learned

Pulling It All Together

How Card Sorting Changed a Web Site Team’s View of How the Site Should be Organized

Our Approach

Planning and Preparing for the Card Sorting

The Analysis

Main Findings

What Happened to the Web site?

Acknowledgments

PART 2. Generating Ideas

CHAPTER 4. Brainstorming (Chauncey Wilson)

Introduction

When Should You Use Brainstorming?

Strengths of Brainstorming

Weaknesses of Brainstorming

Procedures and Practical Advice on Brainstorming

Variations and Extensions to Brainstorming

Free Listing

Major Issues in the Use of Brainstorming

Data Analysis for Brainstorming

What Do You Need for Brainstorming?

Recommended Readings

CHAPTER 5. Sketching: A Key to Good Design (Bill Buxton)

The Question of Design

We Are Not All Designers

The Anatomy of Sketching

From Thinking on to Acting on

CHAPTER 6. Persona Conception and Gestation (John Pruitt and Tamara Adlin)

Setting the Scene: What’s Going on in Your Organization Now?

What is Conception and Gestation for Personas?

The Six-Step Conception and Gestation Process

How Long Does Conception and Gestation Take?

How Many Personas Should You Create?

Persona Conception: Steps 1, 2, and 3

Step 1: Identify Important Categories of Users

Step 2: Process the Data

Plan Your Assimilation Meeting

Describe the Goal and Outcome of the Meeting

Identify Key Data Points (Factoids) in the Data Sources

Transfer Factoids to Sticky Notes

Post User Category Labels Around the Room

Assimilate the Factoids

Label the Clusters of Factoids

Step 3: Identify Subcategories of Users and Create Skeletons

Persona Gestation: Steps 4, 5, and 6

Step 4: Prioritize the Skeletons

Step 5: Develop Selected Skeletons into Personas

Step 6: Validate Your Personas

How to Know You are Ready for Birth and Maturation

Summary

CHAPTER 7. Verify Prototype Assumptions and Requirements (Jonathan Arnowitz, Michael Arent, and Nevin Berger)

Introduction

Prototyping Requirements are not Software Requirements

Transformation of Assumptions to Requirements

Step 1: Gather Requirements

Step 2: Inventory the Requirements and Assumptions

Step 3: Prioritize Requirements and Assumptions

Requirements and the Big Picture

Iteration 1: From Idea to First Visualization

Iteration 2: From Quick Wireframe to Wireframe

Iteration 3: From Wireframe to Storyboard

Iteration 4: From Storyboard to Paper Prototype

Iteration 5: From Paper Prototype to Coded Prototype

Iteration 6: From Coded Prototype to Software Requirements

Summary

PART 3. Designing Your Site

CHAPTER 8. Designing for the Web (Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha)

Introduction

The Lovely Rooms Hotel Booking Service

Domain

Users

Tasks

Environment

Technology

Conceptual Design

Design Principles for Web Sites

High-Quality Content

Often Updated

Minimal Download Time

Ease of Use

Relevant to User’s Needs

Unique to the Online Medium

Net-centric Corporate Culture

Designing Web Sites

Designing the Web Site Structure

Helping the Users Know Where They Are

Helping the Users Navigate around the Site

Navigation Aids

Designing Home Pages and Interior Pages

Designing the Home Page

Designing Interior Pages

Design Issues for Web Pages

Widgets on Web Pages

Scrolling

Designing for Different Screens and Platforms

Using the Screen Area Effectively

Improving the Download Time

Using Style Sheets

Designing for Accessibility

Writing the Content of Web Pages

Keep Text to a Minimum

Help Users to Scan

Dividing Long Blocks of Text into Separate Sections

Summary

PART 4. Evaluation, Analysis

CHAPTER 9. Final Preparations for the Evaluation (Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha)

Introduction

Roles for Evaluators

Facilitator

Notetaker

Equipment Operator

Observer

Meeter and Greeter

Recruiter

The Lone Evaluator

Creating an Evaluation Script

An Example of an Evaluation Script

Forms to Use When Asking for Permission to Record

Nondisclosure Agreements

The Pilot Test

Participants for Your Pilot Test

Design and Assemble the Test Environment

Run the Pilot Test

Summary

CHAPTER 10. Usability Tests (Michael Kuniavsky)

Usability Tests

When to Test

Example of an Iterative Testing Process: Webmonkey 2.0 Global Navigation

How to Do it

Preparation

Conducting The Interview

The Physical Layout

How to Analyze it

Collecting Observations

Organizing Observations

Extracting Trends

Example

CHAPTER 11. Analysis and Interpretation of User Observation Evaluation Data (Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha)

Introduction: How to Analyze and Interpret Data from Your Evaluation

Collating the Data

Summarizing the Data

Reviewing the Data to Identify Usability Problems

Working with Quantitative Data

Working with Qualitative Data

An Example of Data from Global Warming

Making Decisions with Qualitative Data

Interpretation of User-Observation Data

Assigning Severities

Recommending Changes

Writing the Evaluation Report

Should You Describe Your Method?

Describing Your Results

Summary

CHAPTER 12. Inspections of the User Interface (Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha)

Introduction

Creating the Evaluation Plan for Heuristic Inspection

Choosing the Heuristics

The Inspectors

Conducting a Heuristic Inspection

Task Descriptions

The Location of the Evaluation Session

Collecting Evaluation Data

Analysis of Heuristic Inspection Data

Interpretation of Heuristic Inspection Data

Benefits and Limitations of Heuristic Evaluations

Variations of Usability Inspection

Participatory Heuristic Evaluations

Guideline Reviews

Standards Inspections

Cognitive Walkthrough

Peer Reviews

Summary

REFERENCES

INDEX

User Experience Re-Mastered

The Morgan Kaufmann Series in Interactive Technologies Series Editors: Stuart Card, PARC; Jonathan Grudin, Microsoft; Jakob Nielsen, Nielsen Norman Group Mobile Technology for Children: Designing for Interaction and Learning Edited by Allison Druin Effective Prototyping with Excel Nevin Berger, Michael Arent, Jonathan Arnowitz, and Fred Sampson Web Application Design Patterns Pawan Vora Evaluating Children’s Interactive Products: Principles and Practices for Interaction Designers Panos Markopoulos, Janet Read, Stuart MacFarlane, and Johanna Hoysniemi HCI Beyond the GUI: Design for Haptic, Speech, Olfactory and Other Nontraditional Interfaces Edited by Phi Kortum Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics Tom Tullis and Bill Albert Moderating Usability Tests: Principles and Practices for Interacting Joseph Dumas and Beth Loring Keeping Found Things Found: The Study and Practice of Personal Information Management William Jones GUI Bloopers 2.0: Common User Interface Design Don’ts and Dos Jeff Johnson Visual Thinking for Design Colin Ware User-Centered Design Stories: Real-World UCD Case Studies Carol Righi and Janice James Sketching User Experiences: Getting the Design Right and the Right Design Bill Buxton Text Entry Systems: Mobility, Accessibility, Universality Scott MacKenzie and Kumiko Tanaka-ishi Letting Go of the Words: Writing Web Content that Works Janice “Ginny” Redish Personas and User Archetypes: A Field Guide for Interaction Designers Jonathan Pruitt and Tamara Adlin Cost-Justifying Usability Edited by Randolph Bias and Deborah Mayhew User Interface Design and Evaluation Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha Rapid Contextual Design Karen Holtzblatt, Jessamyn Burns Wendell, and Shelley Wood Voice Interaction Design: Crafting the New Conversational Speech Systems Randy Allen Harris Understanding Users: A Practical Guide to User Requirements: Methods, Tools, and Techniques Catherine Courage and Kathy Baxter The Web Application Design Handbook: Best Practices for Web-Based Software Susan Fowler and Victor Stanwick The Mobile Connection: The Cell Phone’s Impact on Society Richard Ling Information Visualization: Perception for Design, 2nd Edition Colin Ware Interaction Design for Complex Problem Solving: Developing Useful and Usable Software Barbara Mirel The Craft of Information Visualization: Readings and Reﬂ ections Written and edited by Ben Bederson and Ben Shneiderman HCI Models, Theories, and Frameworks: Towards a Multidisciplinary Science Edited by John M. Carroll Web Bloopers: 60 Common Web Design Mistakes, and How to Avoid Them Jeff Johnson Observing the User Experience: A Practitioner’s Guide to User Research Mike Kuniavsky Paper Prototyping: The Fast and Easy Way to Design and Reﬁ ne User Interfaces Carolyn Snyder

User Experience Re-Mastered Your Guide to Getting the Right Design Edited by Chauncey Wilson AMSTERDAM • BOSTON • HEIDELBERG • LONDON NEW YORK • OXFORD • PARIS • SAN DIEGO SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Morgan Kaufmann Publishers is an imprint of Elsevier

Morgan Kaufmann Publishers is an imprint of Elsevier. 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA This book is printed on acid-free paper. ⬁ © 2010 by Elsevier Inc. All rights reserved. Chapter 1 was originally published in Usability Engineering, by Jakob Nielsen (Elsevier Inc. 1993). Chapter 2 was originally published in Usability for the Web: Designing Web Sites that Work, by Tom Brinck (Elsevier Inc. 2002). Chapter 3 was originally published in Understanding Your Users: A Practical Guide to User Requirements Methods, Tools, and Techniques, by Catherine Courage and Kathy Baxter (Elsevier Inc. 2005). Chapter 5 was originally published in Sketching User Experience: Getting the Design Right and the Right Design, by Bill Buxton (Elsevier Inc. 2007). Chapter 6 was originally published in The Persona Lifecycle: Keeping People in Mind Throughout Product Design, by John Pruitt and Tamara Adlin (Elsevier Inc. 2006). Chapter 7 was originally published in Effective Prototyping for Software Makers, by Jonathan Arnowitz, Michael Arent, and Nevin Berger (Elsevier Inc. 2006). Chapters 8, 9, 11, 12 were originally published in User Interface Design and Evaluation, by Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha. Copyright © The Open University 2005. Chapter 10 was originally published in Observing the User Experience, by Mike Kuniavsky (Elsevier Inc. 2003). No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission in writing from the publisher. Details on how to seek permis- sion, further information about the Publisher’s permissions policies and our arrangements with organizations such as the Copyright Clearance Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions. This book and the individual contri- butions contained in it are protected under copyright by the Publisher (other than as may be noted herein). Notices Knowledge and best practice in this ﬁ eld are constantly changing. As new research and experience broaden our understanding, changes in research methods, professional practices, or medical treatment may become necessary. Practitioners and researchers must always rely on their own experience and knowledge in evaluating and using any information, methods, compounds, or experiments described herein. In using such information or methods they should be mindful of their own safety and the safety of others, including parties for whom they have a professional responsibility. To the fullest extent of the law, neither the Publisher nor the authors, contributors, or editors, assume any liability for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions, or ideas contained in the material herein. Library of Congress Cataloging-in-Publication Data User experience re-mastered: your guide to getting the right design/edited by Chauncey Wilson. p. cm. ISBN 978-0-12-375114-0 1. User interfaces (Computer systems)—Design. 2. Human-computer interaction. 3. Web sites—Design. I. Wilson, Chauncey. QA76.9.U83U833 2009 006.7—dc22 2009028127 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library. ISBN: 978-0-12-375114-0 For information on all Morgan Kaufmann publications, visit our Web site at www.mkp.com or www.elsevierdirect.com Printed in Canada. 09 10 11 12 13 14 15 16 5 4 3 2 1 Typeset by diacriTech, Chennai, India

Contents v CONTRIBUTORS .............................................................................................................................. xiii PART 1 ● Deﬁ ning Usability .................................................1 CHAPTER 1 What Is Usability? CHAPTER 2 (Jakob Nielsen) ......................................................3 Usability and Other Considerations....................................................................4 Deﬁ nition of Usability ............................................................................................6 Learnability ........................................................................................................ 7 Efﬁ ciency of Use ..............................................................................................9 Memorability .....................................................................................................9 Few and Noncatastrophic Errors ...............................................................10 Subjective Satisfaction ..................................................................................11 Example: Measuring the Usability of Icons.....................................................14 Usability Trade-Offs ............................................................................................. 17 Categories of Users and Individual User Differences ..................................18 End Notes .............................................................................................................. 22 User Needs Analysis and Scott D. Wood) ............................................................................................. 23 Introduction ........................................................................................................... 24 The Objectives of User Needs Analysis ......................................................... 24 Setting Your Objectives ..................................................................................... 25 The Stakeholders .......................................................................................... 25 Business Goals...............................................................................................28 User Goals .......................................................................................................28 Deﬁ ne the Usability Objectives .................................................................28 Deﬁ ne the Functional Speciﬁ cations .......................................................30 Background Research .......................................................................................... 31 Surveys ................................................................................................................... 32 What to Ask About ....................................................................................... 32 How to Structure the Survey Responses? ...............................................33 Sampling ..........................................................................................................37 Avoiding Bias ..................................................................................................41 (Tom Brinck, Darren Gergle,

vi Contents When to Use Surveys ................................................................................... 43 Competitive Analysis .......................................................................................... 43 Interviews and Focus Groups ...........................................................................46 Conducting the Interview or Focus Group ..............................................46 Organizations .................................................................................................49 Preparing for an Interview or Focus Group ............................................49 Focus Groups .................................................................................................. 51 When to Conduct Interviews and Focus Groups ....................................53 Informed Project Objectives ..............................................................................53 Task Analysis ..........................................................................................................53 What is Task Analysis? ........................................................................................ 54 Task Analysis for Web Site Design .................................................................. 56 Use Cases ...............................................................................................................57 Hierarchical Task Analysis ................................................................................. 58 User-Level Goals and Procedures ............................................................ 58 Platform-Level Goals and Procedures ..................................................... 58 Application-Level Goals and Procedures ................................................ 59 Understanding the Tasks and Their Context .......................................... 59 Hierarchical Task Analysis for Web Site Design ....................................60 Techniques for Understanding Tasks ..............................................................60 Training Materials ...........................................................................................61 Standard Operating Procedures ................................................................61 Observation .....................................................................................................61 Interviews and Focus Groups ......................................................................61 Think-Aloud Protocol ....................................................................................61 Instrumented Browsers ............................................................................... 62 Contextual Inquiry ......................................................................................... 62 How Far Down Should You Decompose a Procedure? ........................ 63 A Hybrid Approach to Task Analysis ...............................................................64 Start with Use Cases ....................................................................................64 Decompose Tasks Hierarchically ............................................................... 65 Determine Appropriate Technologies ......................................................66 Performance Improvements..............................................................................66 Consistency ....................................................................................................66 Brevity and Clarity ........................................................................................69 Combined Functionality and Fewer Server Requests..........................69 Example: Inefﬁ cient Tasks........................................................................... 70 Human-Error-Tolerant Design ............................................................................ 71 Example: Error Recovery ............................................................................. 71

Contents vii CHAPTER 3 Card Sorting (Catherine Courage and Kathy Baxter) .....................73 Introduction ............................................................................................................73 When Should You Conduct a Card Sort? .........................................................74 Things to be Aware of When Conducting a Card Sort ..................................75 Group or Individual Card Sort? ..........................................................................75 Preparing to Conduct a Card Sort .....................................................................75 Preparation Timeline .................................................................................... 76 Identify Objects and Deﬁ nitions for Sorting .......................................... 76 Activity Materials .......................................................................................... 79 Additional Data Collected in a Card Sort .................................................80 Players in Your Activity ................................................................................82 Preparing to Conduct a Card Sort .............................................................82 Inviting Observers......................................................................................... 83 Conducting a Card Sort ...................................................................................... 83 Activity Timeline ............................................................................................84 Welcome the Participants ...........................................................................84 Practice............................................................................................................84 Card Review and Sorting .............................................................................84 Labeling Groups ............................................................................................86 Data Analysis and Interpretation .....................................................................86 Suggested Resources for Additional Reading ..............................................90 Analysis with a Card Sorting Program .....................................................90 Analysis with a Statistics Package ...........................................................90 Analysis with a Spreadsheet Package .....................................................90 Data That Computer Programs Cannot Handle ......................................91 Interpreting the Results............................................................................... 92 Communicate the Findings ................................................................................ 93 Preparing to Communicate Your Findings .............................................. 93 Modiﬁ cations ........................................................................................................94 Limit the Number of Groups .......................................................................94 Electronic Card Sorting ...............................................................................94 Suggested Resources for Additional Reading .............................................. 95 Prename the Groups .................................................................................... 95 Lessons Learned ..................................................................................................96 Pulling It All Together .........................................................................................96 How Card Sorting Changed a Web Site Team’s View of How the Site Should be Organized ........................................................................................... 97 Our Approach ................................................................................................. 97 Planning and Preparing for the Card Sorting .........................................98

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