8/14/2019 Do you need to test software usability?

1/5

Objective Digital Pty Ltd 3/50 York St Sydney NSW 2000 T 1300 85 80 15 ABN 98 121 747 188

Usability Lifecycle

Strategy planningworkshopWhat is it?

We work with your business team, technical team and

agency to map your strategic customer experience

requirements. We provide all stakeholders with an

objective understanding of the project, future strategies,

existing technology opportunities and limitations, as well

as the best approach moving forward.

What are the benefits of strategy planning?We will help you ensure that you understand how your

business strategy fits your target market and how to roll

out the project, given your time and budget.

We can ensure you have the right amount of customer

or staff involvement during the project to give you

confidence that your technology will deliver on its

promise.

How is it conducted?

1. Review existing documentation e.g. business

strategy, current technology, specifications,

preliminary designs, existing data and customer orstaff feedback

2. Prepare and run a 4 hour workshop to ask questions,

review findings, discuss issues and plan solutions

3. Document all issues and propose concrete options in

a project road map

4. Meet to discuss the next steps

Reporting

We will prepare a requirements summary that outlines

what you need and communicate to the technical team

or agency exactly what is required for their scope/

quotation.

Expert ReviewWhat is it?

This is an Expert Review of existing technology, new

technology, prototypes or requirements documentation

conducted by one of our Customer Experience Consultants.

It can be conducted in conjunction with the strategy

planning workshop and is best for situations where

the project may have progressed somewhat and

considerable documentation has already been produced.

What are the benefits of an Expert Review?

- Identifies critical usability issues

- Quick

- Low cost

- Broad coverage of technology

How is it conducted?

One of our Customer Experience Consultants will

conduct a high level competitor analysis across 3

competitive sites and document the preferred optimal

workflow for the application.

We will then run through an agreed set of tasks

(scenarios) on your application noting usability issues

as they arise. In addition, we will leverage our industry

experience and run through our key usability criteria,

using heuristics that are relevant to the application

under review.

Reporting

Reporting will include a list of issues found and a

prioritised list of recommended solutions.

Strategy Strategy workshop

Expert review

User requirements

DesignWireframes

Information architecture

Onsite user testing& eyetracking

Build Handover workshop

Test Remote user testing

Onsite user testing& eyetracking

Expert review

Refine Subscription audit

8/14/2019 Do you need to test software usability?

2/5

Objective Digital Pty Ltd 3/50 York St Sydney NSW 2000 T 1300 85 80 15 ABN 98 121 747 188

Usability Lifecycle

User-Centred DesignWhat is it?

By engaging with executive management and customers

at the start, we help you to document your business and

user requirements.

We then create user interface designs that communicate

these requirements to the development team in a

language that everyone can understand, testing with

users every step of the way.

Finally, we ensure that your technology is audited

regularly following launch.

What are the benefits?

- Avoid costly mistakes

- On time and on budget

- High levels of customer satisfaction

- High levels of customer uptake

- Reduction in calls to call centres

- High levels of ROI

How is it conducted?

User-Centred Design has four phases.

Phase 1 - Requirements gathering

Initiation workshop to create KPIs

We will work with the senior executive to set the

- Business objectives and KPIs

- Understanding of usability

- Current business issues

- Key users of the technology

- Other technologies that impact the application in

question

- Competitor status

- Technologies used & limitations/restrictions they create

- Project timelines and deliverables

- Communication standards

- Risks and escalation points

Executive stakeholder interview

We will interview up to 4 people face-to-face or over the

phone, who were not in the initiation workshop.

Business requirements workshop

We will run a 4 hour workshop to document the user

interface business requirements.

User requirements

We will undertake 2 days of on-site observation, remote

forum based user testing or 2 workshops, (depending

upon the type of application). Workshops may include

card sorting to identify the best site navigation. We will

identify the preferred user decision making workflow,

and also validate the business and technology direction.

The outputs of this research include:

- High-level user personas

- User requirements definition

Phase 2 - Information architecture

We will prepare the following using Axureor Microsoft Visio:

- Workflow that describes how the UI elements

link together

- Navigation architecture

- 10 illustrative wireframe templates

- UI blueprint that details how screens work

Phase 3 - Testing

With a prototype or beta site we will create a set of

testing tasks, recruit 6 subjects, and set up the testingequipment (including an Eyetracker). The participant

completes a survey to determine their demographic

profile and is then run through the agreed tasks. The

subjects use the think aloud method. All data (e.g.

where they went, clicks, time taken) will be captured. The

testing will be followed with a questionnaire to capture

any non-verbalised impressions.

Reporting will include a summary of what happened

(using on screen shots with call outs), eyetracking

images, why issues occurred and what to do to rectify

them. These recommendations may be in the form of

new screen designs.

Phase 4 - Ongoing management

We make sure that your technology is audited regularly

following launch, as per the Subscription Audit.

Strategy Strategy workshop

Expert review

User requirements

DesignWireframes

Information architecture Onsite user testing

& eyetracking

Build Handover workshop

Test Remote user testing

Onsite user testing& eyetracking

Expert review

Refine Subscription audit

8/14/2019 Do you need to test software usability?

3/5

Objective Digital Pty Ltd 3/50 York St Sydney NSW 2000 T 1300 85 80 15 ABN 98 121 747 188

Usability Lifecycle

Remote User TestingWhat is it?

Remote User Testing utilises an online survey or forum

to find out how customers interact with your website

or other business applications. We collect data from

test participants over the internet, and then analyse

the results to understand why people interact with your

technology in the way that they do.

What are the benefits?

- It identifies usability issues that need to be

rectified

- Test results are used to validate our expert

opinions

- You can meet tight time frames with rapid data

collection and reporting

- Your customers and staff can participate any

time, anywhere

- It is less intrusive to participants as they

undertake tasks in their own environment

- Little facilitator interaction is required

- The report generation is partially automated

- You can test large volumes of users

- Quantitative results

How is it conducted?

There are 3 methods:

- Automated

- Moderated

- Forum-based

We recruit test subjects online and direct them to an

online survey, website or forum.

Remote User Testing Automated

Testing is conducted via an interactive online survey.

Participants are recruited from a pop-up invitation or link

to a questionnaire that identifies what market they fitinto. People who fit a clients criteria then proceed to a

browser based survey. Selected participants complete a

set of tasks that are followed by another survey to help

us understand their experiences.

Remote User Testing Forum-based

With forum-based testing, we recruit subjects from our

online forum and provide an environment where they

can discuss requirements and usability issues.

Remote User Testing Moderated

Testing is conducted online with a moderator taking

the selected participants through a set of agreed tasks

and survey questions over the telephone. The testing is

undertaken in a screen sharing situation. All data (e.g.

clicks and time) is captured.

Reporting

Reporting will include a snapshot of participant

demographics, requirements assessment and a detailed

analysis of experiences with the website.

It will include a prioritised summary of what happened

(using screen shots with descriptive call outs where

relevant). We will explain why issues occurred and,

based on our experience and best practice, what to do

to rectify them. Where relevant these recommendations

may be in the form of new screen designs or examples

from other websites.

Reporting also includes a high level review of three

competitors sites.

Strategy Strategy workshop

Expert review

User requirements

DesignWireframes

Information architecture Onsite user testing

& eyetracking

Build Handover workshop

Test Remote user testing

Onsite user testing& eyetracking

Expert review

Refine Subscription audit

8/14/2019 Do you need to test software usability?

4/5

Objective Digital Pty Ltd 3/50 York St Sydney NSW 2000 T 1300 85 80 15 ABN 98 121 747 188

Usability Lifecycle

On-site User Testing(with Eyetracking)What is it?

On-site User Testing comprises a set of tasks and

questions conducted face-to-face with users. The aim is

to find out how customers interact with your technology.

We collect survey data from participants by taking

them through a set of tasks and survey questions in a

lab setting.

What are the benefits?- It identifies usability issues that need to be

rectified

- You can observe the testing session in a

viewing booth, or streamed live over the net

- We use the Eyetracker machine to track exactly

where they are looking

How is it conducted?

- We will recruit a sample of target customers as

test subjects

- We set up the testing equipment (including an

Eyetracker)

- We run the participants through a set of tasks

- The subject will be asked to think aloud so the

observer can understand what they do

- All data about where they went, number of

clicks and eye movements will be captured

More about Eyetracking

Eye tracking is used to assess the effectiveness of page

layouts. We can precisely determine the:

- visually dominant and captivating areas of

the page

- time spent looking at specific parts of the page

- path taken when scanning the page

- optimal placement of components on the page

gaze path heat diagram

The gaze path illustrates how eyes move across the

page; the heat diagram illustrates focus areas where theeye lingered on the page.

Reporting

Reporting will include participant demographics,

requirements assessment and a detailed analysis of

attitudes to the website.

It will include a prioritised summary of what happened

using descriptive imagery e.g. screen shots, eyetracking

images and video clips. We will also identify why

issues occurred and, based on our experience and

best practice, what to do to rectify them. These

recommendations may be in the form of new screen

designs.

Reporting also includes a high level review of 3

competitors sites.

Strategy Strategy workshop

Expert review

User requirements

DesignWireframes

Information architecture Onsite user testing

& eyetracking

Build Handover workshop

Test Remote user testing

Onsite user testing& eyetracking

Expert review

Refine Subscription audit

8/14/2019 Do you need to test software usability?

5/5

Objective Digital Pty Ltd 3/50 York St Sydney NSW 2000 T 1300 85 80 15 ABN 98 121 747 188

Usability Lifecycle

Subscription AuditWhat is it?

The Subscription Audit represents an entirely new product

for the usability market, which solves the problem of sites

not being monitored closely enough after they are built.

It comprises of a set of ongoing components which ensure

that your technology will remain highly usable.

We run regular strategy workshops and measure KPIs so

that you can make technology decisions which are relevant

to your changing business needs. You will also receive a

regular update on your competitive position, customers

satisfaction and a behavioral analysis of web statistics.

What are the benefits?

We ensure that you consistently track:

- Usability

- Competitor status

- Customer satisfaction

- Understand why customers do what they do on

your site on an ongoing basis.

What is included?

Project initiation workshop to create KPIs

When the partnership kicks off, we will work with your senior

executive to understand managements perceptions of:

- Business objectives

- KPIs

- Understanding of usability

- Current business climate and issues

- Key users of the technology

- Other technologies that impact the application

in question

- Competitors

- Technologies used & limitations they create

- Preferred approach to the project

- Project timelines

- Expected deliverables- Communication standards

- Risks and escalation points

Monitoring of KPIs

The key metrics that align with your business and

technology strategy will be tracked each audit iteration,

for each of the following components.

Competitor usability analysis

Three competitive sites will be regularly analysed. This will

be presented in simple table structure to draw valuable

insights about the issues faced by competitors.

Trend interpretation of web statistics

Web traffic data and demographic trends are assessed to

identify how the site design is causing users to behave,

and what can be changed to improve business outcomes.

Remote User Testing - Automated

We will undertake regular usability assessments of your

website. (See explanation of Remote User Testing).

Customer satisfaction survey

A 10-item survey will be conducted online as part of the

Remote User Testing.

Solution workshop

All audit results will be reviewed in a 4-hour workshop & a plan

set in place to improve the metrics before the next iteration.

Ad hoc support

You will have access to an Objective Digital consultant for

1 day per month to assist with any other user interface

issues.

Optional subscription services to be priced

separately

Technical integrity testing

Many companies do not check the technical integrity

of their websites once launched. We will assess the

technology at regular intervals to identify if there are any

obvious issues.

Accessibility review

We conduct an assessment of the accessibility of the

application design & code against the WC3 WAI guidelines.

Content review

Sites with content that changes regularly need to

be assessed. We will ensure your Search Engine

Optimisation guidelines and web style guidelines are

adhered to. We will also review spelling, consistency and

brand alignment.

Strategy Strategy workshop

Expert review

User requirements

DesignWireframes

Information architecture Onsite user testing

& eyetracking

Build Handover workshop

Test Remote user testing

Onsite user testing& eyetracking

Expert review

Refine Subscription audit