Essential User Experience Skills
-
Upload
rachel-peters -
Category
Technology
-
view
4.662 -
download
0
Transcript of Essential User Experience Skills
1
Essential UX Skills forTechnical Communicators
November 14, 2009
Mark RichmanInformation architect
WebSoSmart
Rachel PetersTechnical WriterAon eSolutions
Yina LiTechnical WriterHorizon Software
Will SansburyUX architect
Silverpop Systems
2
Thanks to User Insightfor hosting us today!
Tweet yourappreciation to@eholtzclaw!
3
Agenda
All times –ish. And we’ll throw in a potty break or two if you’re well behaved.
9:30 AM – 10:00 AM Coffee and networking
10:00 AM – 10:30 AM Heuristic evaluations
10:30 AM – 11:00 AM Card sorting
11:00 AM – 12:00 noon Usability testing
12:00 noon – 1:00 PM Lunch and open discussion
1:00 PM – 3:00 PM Mock usability test
4
Heuristic EvaluationThat’s a $2 phrase for “expert review.”
Mark Richman
5
What’s a heuristic evaluation?
A quick-and-dirty usability technique, this is a big-money term for an 'expert review' of a website or application using a set of guidelines or 'heuristics'.
Heuristic evaluation involves having a small set of evaluators examine the interface and judge its compliance with recognized usability principles (the "heuristics").
Jakob Neilsen and Rolf Moloch created this technique in 1990…
Using a fixed list of heuristics keeps the evaluator on track. Some evaluators have their own sets of heuristics.
6
Neilsen and Molich's Heuristics (1990)Neilsen now offers an updated set of heuristics
Visibility of system status: The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.
Match between system and the real world: The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order.
User control and freedom: Users often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.
Consistency and standards: Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions.
Error prevention: Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.
Recognition rather than recall: Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.
Flexibility and efficiency of use: Accelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.
Aesthetic and minimalist design: Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility.
Help users recognize, diagnose, and recover from errors: Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution.
Help and documentation: Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.
Some Others
Don't force user to make precise actions Direct attention properly Consistent use of color or saturation
For this list and another well-regarded list of heuristics visit:http://www.usability.gov/methods/test_refine/heuristic.htmlOr search on “usability.gov heuristics”
7
Our Task
Several group members evaluated four sites with content similar to STC
We each took different approaches to our evaluations
Here: summarize different approaches and also the results
8
Heuristic Evaluations:Value and Caveats
Heuristics are mental shortcuts or assumptions that help us quickly make sense of the world.
How does it work? The expert uses your software product and looks for violations of the guidelines. For instance, hundreds of ad-packed pages would fail the heuristic ‘Aesthetic and Minimalist Design’.
Does it work? Yes and no. Appraisers will differ in the usability problems they find Evaluators may have trouble uncovering domain-specific issues. Tests have shown that up to 50% of problems identified don’t actually affect the product’s usability
Why use it? Great way to quickly and cheaply point out serious usability issues Use it early in the design process to uncover some blatant problems Know that usability testing may uncover additional issues
9
Perform a Quick Evaluationof STCAtlanta.org
Some Heuristics that might be useful:
Aesthetic and minimalist design: Every extra unit of information in a dialogue competes with others and diminishes their relative visibility.
Direct attention properly
Consistent use of color or saturation
Consistency and standards
Display data in a clear and obvious manner
Error prevention
10
Sites We Evaluated
Sample Heuristic Evaluations
11
12
14
15
Strategies
Two evaluators browsed page by page through the sites, looking for usability problems and violations of the heuristics.
One evaluator performed a representative task on two similar websites and used that task to focus her evaluation.
Takeaway: There is no right or wrong strategy, but performing a task can make your evaluation deeper and more meaningful
Don't focus on the task exclusively, but use it to add richness to your evaluation of the complete site.
16
Technology Association of Georgia
17
Technology Association of Georgia
Text evaluation The layout of the home page is very busy. Many colors are used
on this page. Along with the fast changing slides, there is no clear focus.
The top navigation is clear. However the quick links under the TAG TV are hard to notice.
The member login is placed at an easy to find, traditional location.
The search box under the member login is not in its usual place and could be missed by novice users.
The slideshow changes too fast but it does offer the audience the information about events at a glance.
The home page contains so much information that the user can't get a quick overview of the site.
18
Technology Association of Georgia
Adding a picture clarifies the text Layout is very busy and contains
many colors. There is no clear focus.
The top navigation is clear but the quick links under the TAG TV are hard to notice.
The member login is placed at an easy to find, traditional location.
The search box under the member login is not in a usual place and could be missed
The slideshow changes too fast but it does offer the audience event information.
19
Technology Association of Georgia
Navigation
20
Technology Association of Georgia
Evaluation using callouts
21
Technology Association of Georgia
Callout Format: Page Content and Layout
22
Technology Association of Georgia
Summary Site has great content and
oozes professionalism.
However a lot of strongly emphasized content competes for the user's attention. This is seen in the red, underlined links, large colored areas, and vibrant logos
Some web conventions are not followed, adding to the difficulty of finding items on a crowded page
23
Information Architecture Institute
24
Information Architecture Institute
Categories and Navigation
25
Information Architecture Institute
Directing Attention
26
Spotlight: Comparing Header Types
Headers at IAI Typical headers
27
Information Architecture InstitutePage Content and Accessibility
28
Information Architecture Institute
Summary
Clear hierarchy, directs attention effectively
Navigation and headers are clear without taking emphasis away from the content
A lot of content without being distracting
29
STC Intermountain Chapter
30
STC Intermountain Chapter
Text with Pictures and Callouts
31
STC Intermountain Chapter
Finding the Next Meeting
32
STC Intermountain Chapter
Summary of Findings
Consider: Top findings might be the first item in each section.
33
STC Washington DC Chapter
34
STC Washington DC Chapter
Additional Recommendations
35
Heuristic Evaluation Tips
Pictures are invaluable to add context to the evaluation
You may do a narrative or a page-by-page evaluation. Narratives express findings in a conversational manner, but are not be easy to
scan. To counteract this, use bullet points.
Callouts are great but care should be taken to keep them neat Align them if possible Keep them roughly the same size
Don't be Negative Norman – call attention to good design and practice in the existing system. The customer will appreciate that you respond to her good ideas.
36
Card SortingSomething for the office supply fetishists.
Rachel Peters
37
What is card sorting?
Image by cannedtuna - http://flickr.com/photos/cannedtuna/1423599488/
38
What aisle is hot dog chili on?
39
With the hot dog buns?
40
Chili’s kind of like a soup…
41
Chili has beans…
42
Nah, that’s too easy!
43
Is hot dog chili a condiment?
44
Card Sort Activity
Finding a place for everything
45
Card Sort Instructions
How would you organize the STC Atlanta site? Group the cards into categories.
Is something missing? Use a blank card to add it. Something doesn’t belong? Put the card aside. Card belongs in more than one group? Be creative.
Label the categories Use a blank card to name each category. Category names are up to you.
46
Now What?
Look for trends in the results
47
Open vs. Closed Sort
Open
No set category labels Good for exploratory
research Helps you understand how
the users arrange the information
Closed
Set category labels provided Good for testing existing
structures (navigation, table of contents, etc.)
48
A Few Notes
Not Tarot cards Use card sorts to help with decision making Don’t let the cards decide for you
Remote testing options Spreadsheets OptimalSort - http://www.optimalsort.com WebSort - http://websort.net/ More tools listed at
http://www.stcsig.org/usability/topics/cardsorting.html
49
For More Information
Card Sorting: Designing Usable CategoriesDonna SpencerAvailable from Rosenfeld Media: http://www.rosenfeldmedia.com/books/cardsorting/
50
Just for funHow a grocery store is like a web site
A visit to Publix
51
Home Page
52
Feature Product or Article
53
Ads
54
Pop Up Ads!
55
Checkout
56
Usability TestingNo creepy two-way mirrors required.
Yina Li Will Sansbury
What is usability testing?
Image by eekim - http://www.flickr.com/photos/63669472@N00/1819104307
58
What is usability testing?
Qualitative
Subjective Small scale; usually stop
seeing significant new findings after 5 to 7 tests
Loose, forgiving method Analysis based on
observations Relatively cheap and easy to
execute
Quantitative
Objective Large scale; requires large
enough sample of users to statistically validate findings
Stresses rigorous scientific method
Analysis based on crunching numbers
Expensive in time and money
59
Planning and Preparing a Usability Test
Yina Li
60
Planning a usability test
Image by Experimental:DB : http://www.flickr.com/photos/experimentaldb/3839716928/sizes/o
61
Goals
http://www.offprint.co.ukBenefits.aspxBenefit=revenue
62
Focus
http://www.infinitiusa.com/g_coupe/photos-360s/
63
Focus
http://www.infinitiusa.com/g_coupe/photos-360s/
64
User Profiles
65
Deliverables
Screeners Consent form Pre-test questionnaire Scenarios/tasks Post-task questionnaire Post-test questionnaire Facilitator script
Test plan
66
Types of scenarios
First impression Open-ended tasks
e.g. join STC on this site. Answer-oriented
e.g. find information about the next chapter meeting
Nielsen Norman Group Usability In Practice: 3-Day Camp 2008
67
How to create unbiased scenarios/tasks?
Avoid lingo used in the testing product Currents Summit
Do NOT provide instructions or steps
68
Anything else?
How many tasks should I prepare? 35-40 minutes
What sequence of the tasks should I use? Easy on the first task Prioritize the tasks Prepare extra tasks
RUN a pilot test
69
Fun time
Write the two tasks for the STC website usability test.
70
How to recruit test participants?
71
User profiles / Personas
http://www.usability.gov/methods/analyze_current/personas.html
72
How to recruit test participants?
How many participants? 5 (http://www.useit.com/alertbox/20000319.html)
20 (http://usableconnections.com/papers/Faulkner_BRMIC_Vol35.pdf)
Should I recruit the participants? Where to start?
Client relations Account executives Marketing Sales Customer support
73
Creating a screener
What is a screener? Short Sequence of questions
Sample questions What’s the last time you booked a hotel room online? How many hours do you spend on internet per week? What is your household income? Give a range. What is your profession? What company do you work for?
74
Incentives
Type of incentives Cash Gift cards Software or product the company makes
How much It depends…
75
It’s time to call
1. Not a sales call2. Your opinion will help improve the product3. Your time will be paid and how much4. How long the test will be, where, and when5. We will video and/or audio tape the session6. Still interested? Now ask the questions in screener.
Nielsen Norman Group Usability In Practice: 3-Day Camp 2008
76
It’s almost the testing day
Call to confirm Send the following information:
Testing time Location Parking info Driving direction Contact information
77
Facilitating Usability Tests &Analyzing Usability Findings
Will Sansbury
78
Brief your observation team.
Image by llawliet - http://www.flickr.com/photos/llawliet/2547595587/
79
Observation Team Ground Rules
Focus on observation Limit side conversations Take good notes Don’t jump to solutions
Keep your frustration in check
Trust the facilitator’s judgment
80
Observation Team Ground Rules
NEVER tear down the user!
As facilitator, defend the user’sdignity above all else.
(Seriously. I’ve kicked people out of the observation room before.)
81
Embrace multiple personalities.
Flight attendant Keep participants happy Protect the participant’s safety and dignity
Sportscaster Keep the observation team engaged with play-by-play Conduct sidelines interviews between sessions
Scientist Plan and execute the test Analyze the test results
From Carolyn Snider’s Paper Prototyping
82
Make the participant feel comfortable.
Image by Tom Purves - http://www.flickr.com/photos/thomaspurves/2843427903/
83
Start when you confirm the test date.
Avoid email
Give them a choice of times
Charm with chit chat “Do you go by Thomas or
Tom?” “Your office is in the Highlands?
My favorite restaurant is down there.”
Absorb ALL the pain
Image from stock.xchng – http://sxc.hu
84
Make sure they can find you.
Image from stock.xchng – http://sxc.hu
85
Be the host(ess) with the most(est).
Image by Rachel from Cupcakes Take the Cake - http://www.flickr.com/photos/rkbcupcakes/2383055571/
86
(Just don’t be freaky.)
Image by Rachel from Cupcakes Take the Cake - http://www.flickr.com/photos/rkbcupcakes/2383055571/
87
Help them know what to expect.
Explain the test procedure
Stress the importance of thinking out loud
Obtain signed informed consent form
88
Make sure they understand that…
You’re testing the product, not them.
When they’re struggling, you’re learning.
If they’re frustrated or have questions, they canask you for help.Set up a faux helpdesk phone number to ring the observation room.
Thinking out loud is critical. Affirm what they’re doing, but repeat the importancebefore each scenario.
89
Run the test.
Image from stock.xchng – http://sxc.hu
90
Run the test.
Provide the participant with written scenarios. You can give scenario instructions verbally, but written instructions can tell a more compelling story.
Ask them to read the scenario aloud.Primes the pump for thinking out loud.
After they finish the scenario, administer a survey.Some standard surveys exist, and tools like Morae include them.
Rinse and repeat for each scenario.
91
Meanwhile, in the observation room...
Image by Ken Lund – http://www.flickr.com/photos/kenlund/3441041154/
92
Meanwhile, in the observation room...
Log interesting observations.Track time of each so that you can correlate notes with the video.
As you see usability issues, point them out to the observation team.You’ll have a common ground to start analysis discussions.
Pay attention to nonverbal cues, too.Look for odd mousing behaviors, facial expressions, andsounds of frustration.
93
Add it all up.
Image by stuartpilbrow – http://www.flickr.com/photos/stuartpilbrow/2938100285/
94
Analyze the test findings.
Run analysis in two stages Immediately after a test session, have each observer
write down the issues they observed. After all sessions, review all observations.
1. Transfer each observation from each session on to an index card or sticky note.
2. Once all issues are recorded, post them on a wall.3. Read through each, and group similar items.4. Look for high density areas which indicate issues observed
often across multiple test sessions.
95
Communicate findings to decision makers.
Formal report Assign priority to findings and present highest first
Be careful to not dilute report with too many findings Include stills from videos to illustrate findings Brief profiles of test participants and actual quotes from tests
foster empathy for the user Highlights reels of videos go a long way with executives
Informal reports If you’re agile, generate user stories directly from the final analysis
session Capture findings on wiki, intranet, or other shared resource Just write it down somewhere! Don’t let findings be forgotten.
96
Let’s eat!We’ll answer questions, too…
…if you don’t mind us talking with our mouths full.
97
Mock Usability TestSome participants may be professional actors.
YOU!