Users Play Cards, We Keep Score, Magic Results!
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Users play cards We keep score Magic results! Carol Barnum and Laura Palmer The Usability Center @ Southern Polytechnic www.usability.spsu.edu
description
These are the slides from our STC2011 presentation on using Microsoft's product reaction cards in our usability testing sessions. We are making a shorter version of this talk at UPA in June.
Transcript of Users Play Cards, We Keep Score, Magic Results!
Users play cards We keep score Magic results!
Carol Barnum and Laura Palmer
The Usability Center @ Southern Polytechnic
www.usability.spsu.edu
• Microsoft introduces the cards in 2002– varies their use in 2004
• A few others report in
• We get on board in 2006
• We've been crazy about them ever since
• We share what we have learned
• We give you the tools to do it yourself
Microsoft plays their hand
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Your presenters
Carol Barnum Laura Palmer
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ISO defines the key elements in usability
U testing gives great results for 2 out of 3
We’re here to talk about desirability
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Can’t get no…
But, we’ve tried….and we’ve tried….
SATISFACTION
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Microsoft tackles the problem
1. Faces Questionnaire
2. Product Reaction Cards
118 Cards
6 Faces
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After Microsoft?
A small oasis of reports shows variations on the theme
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We decided to give the cards a try
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How we deal
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Putting the “meta” in analysis
2006…..ongoing
Studies from a variety of industries and interfaces
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Teaching the teachers
18 cards…..17 positive, 1 negative
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Got reservations?
PRC = 93% positive + 7% negativeSUS = 82
Themes: ease‐of‐use, comprehensibility, familiarity, speed
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Calling the cable company
January41% +21% 38%‐
Neutral’s good in our industry!
Negative Neutral PositiveAnnoyingBoringDifficultDistractingFrustratingImpersonalInconsistentNot valuablePoor QualityToo technicalUncontrollable
ExpectedFamiliarSterile
AccessibleBusiness‐likeComprehensiveConvenientDesirableEasy‐to‐useHelpfulStraight‐forward
Repeated PositivesPredictable = 3Friendly = 2Usable = 2
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IVR
Six weeks later: the cable company
85% +11%4% ‐
IVR APOSITIVE NEUTRAL NEGATIVE
48% +12%40% ‐
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IVR BPOSITIVE NEUTRAL NEGATIVE
Changing planes
IVR
SUS = 8779%+ PRC
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Clear for takeoff
21% - PRC
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It’s not easy being green
International “green” initiative
March 2010 = SUS = 5242% PRC positive
October 2010 = ☺SUS = 7382% PRC positive
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March 2011 = ☺☺SUS = 96100% PRC positive
Movin’ on up
Positives: 24 50 43
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1.0 2.0 2.1
Negative choices decline to zero
Negatives: 33 11 0
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2.0 2.1 01.0
Weather or not
3 TV weather sites
0
10
20
30
40
Positive Negative PositiveNegative
PositiveNegativeStation A
Station BStation C
26/13 39/5 24/17
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“B”cause we like you
Repeats within and between
Blanks are just as telling as choices
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“C” you later
What Station B isn’t!
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C’mon…give it a try
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Our concluding thoughts
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Compare, Contrast and Combine
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Questions? Now or later?
Carol Barnum Laura Palmer
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