uX Presentation for KEA-MMD Sondra Lynell Ducker t 27. november 2012 Tuesday, November 27, 2012
Designing for Experiences
S o ndr a L . Duckert
soduckert@gmail.com
. Feb.2013 Studying for Cand. scient.techn. in Operations and Innovation Management /Media Management at Aalborg University,- CPH . Freelance DTP . Bachelor of e-Concept Development, June 2012 . Multimedia design and Communication, Jan. 2011 . Bachelor of Science in Biology - Minor in Psychology, Dec.1991 . Associate Instructor at Mountain View College - Biology, Chemistry, Physics laboratory;1989-1996 . MCSE 2000
Tuesday, November 27, 2012
Agenda Introduction to User Experience (UX) Elements of UX Usability VS. UX Conclusion
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User-X
‘People, Activities and Context’*
http://www.flickr.com/photos/wwworks/2472230611/sizes/l/in/photostream/ Tuesday, November 27, 2012
“When technology delivers basic needs, users experience dominates.� (Don Norman)
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Defining uX User experience = User needs
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uX looks at a individual’s entire interaction with the ‘thing’, as well as thoughts, feelings, and perceptions that result from that interaction.
elements of uX
http://www.flickr.com/photos/reloade/3971754591/sizes/m/in/photostream/ Tuesday, November 27, 2012
The user experience honeycomb outlines the key success metrics that should serve as the goals of product development teams.
The User Experience Honeycomb, 2004 Tuesday, November 27, 2012
http://semanticstudios.com/publications/semantics/000029.php
elements of uX
http://userexperienceproject.blogspot.dk/2007/04/user-experience-wheel.html
elements of uX
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img from theresaneil
uX Strategy Tuesday, November 27, 2012
First gain empathy and clarity on exactly what your customers go through when they interact with your service. Second Identify key areas we you can improve their experience.
UX Strategy is about
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User research Usability testing Card sorts Heuristic evaluation Personas Scenarios Accessibility Sketching Prototyping Flow diagrams Wireframes Site maps Story boards Web analytics etc.
‘When someone asks you how it’s like to use a product or service, they’re asking about user experience.’
Starbucks Experience - make it your own - everything matters - surprise and delight - embrace resistance - leave your mark Tuesday, November 27, 2012
Customer Journey Map Tuesday, November 27, 2012
pain point
pain point
pain point
pain point
pain point
Customer Journey Map Tuesday, November 27, 2012
Chart info from Mobile design strategic solutions
Design a site that is : - useful - compelling - attractive - easy to use - satisfying Tuesday, November 27, 2012
UX VS. Usability
Includes a group of ideas about how people interact with a product or service and how the content/context of use influences the behavior of the user. Apple Power Mac G4 Cube (2000- 2001) Tuesday, November 27, 2012
public space distractions
limited attention
people, activities, context
readable? one hand
easy to do? tedious input
personal idea fromUXLondon http://www.flickr.com/photos/oimas/3800475934 Tuesday, November 27, 2012
usability “Different approaches to usability result in differences over the causes of good and poor usability.”
‘not a smartphone’
Usability. A property of ‘systems’ or a property of ‘usage’?
The approach in finding out whether something has good or poor usability lies within the usability methods and models. http://www.flickr.com/photos/29301264@N06/3844309716/sizes/l/in/photostream/ Tuesday, November 27, 2012
USability
Perceptions of Usability Brian Shackle (1991)
Jennifer Preece (1994)
Defines usability as:
Defines usability as:
Defines usability as:
"A system's capability in human functional terms to be used easily and effectively by the specified range of users, given specified training and support, to fulfill a specified range of task, within the specified range of environmental scenarios."
"A measure of the ease with which a system can be learned or used, its safety, effectiveness and efficiency, and the attitude of its users towards it."
"The engineering ideal of solving a problem for the consumer," and it aims to place "your customers' needs at the center of your Web strategy."
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Jakob Nielsen (2000)
A common thread K.D. Eason (1984) view of usability is based on the question of how well users can use the functionality of a product. He view usability as a relationship. User/system/ task characteristics are the main categories.
S.Krug (2006) who frequently states that usability is not rocket surgery, but a way of making sure that something works well, looked at usability from the user’s perspective with the need for an intuitive experience.
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N. Bevan (1995) defined usability as a ‘quality of use’. “Quality of use should be the major design objective for an interactive system: does the product enable the intended users to achieve the intended task?”
ISO 9241-11(1998) defined usability as the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use. *ISO have several different definitions of usability.
Software Quality Factors for evaluation
Usability and Quality ISO 9241 (1998)
ISO 9126 (2001)
Context of Use
Quality of Use
"Usability is the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and with satisfaction in a specified context of use."
"Usability is the capability of the software product to be understood, learned, used and attractive to the user, when used under specified conditions."
ISO 25010 (2011) SQuaRE Model : Product Quality and Quality in Use "Usability can either be specified or measured as product quality characteristic in terms of its subcharacteristics, or specified or measured directly by measures that are a subset of quality in use."
http://www.flickr.com/photos/idletype/430895151 Tuesday, November 27, 2012
Model
Attributes/Sub-Attributes Task
User Eason Model (1984)
System
Shackle Model (1991)
Frequency
The number of times a task is performed by a user.
Openness
Extent to which a task is modifiable.
Knowledge
The knowledge that the user applies to the task. It may be appropriate or inappropriate.
Motivation
How determined the user is to complete the task.
Discretion
The user's ability to choose not to use some part of a system.
Ease of Learning
The effort required to understand and operate an unfamiliar system.
Ease of use
The effort required to operate a system once it has been understood and mastered by the user.
Task match
The extent to which information and functions that a system provides matches the needs of the user.
Effectiveness
It is described as system's performance is better than some required level, by some required percentage of the specified target range of users, within some required portion of the range of usage environments.
Learnability Flexibility Attitude
Nielsen Model (1993)
ISO 9241-11 (1998)
It is the positive changes or variations in the system to the existing ones. It is the acceptance of users within their levels of discomfort, tiredness, frustration and personal effort. The system should be easy to learn and understand. It should be easy for the user to get their job or task executed using the software system.
Efficiency
Efficiency of the system is directly related to its productivity. The more efficient a system is its throughput is correspondingly high.
Memorability
It is best suited for intermittent users. The user can return to the system's previous state without starting away from the beginning.
Errors
The error rate in any system should be less. If any error is occurred, the system should be able to recover from it.
Satisfaction
It is the pleasant feeling that user gets while or after using the system. It can be observed as likeability for the system and fulfillment of specified task.
Effectiveness
It is the performance measure of a system to complete a specified task or goal successfully within time.
Efficiency
It is the successful completion of a task by a system. It relate to accuracy and completeness of the specified goal.
Understandability
It is acceptability of a system by the users, in specified context of use. The capability of the software product to enable the user to understand whether the software is suitable, and how it can be used for particular tasks and conditions of use.
Learnability
The capability of the software product to enable the user to learn its application.
Operability
The capability of the software product to enable the sure to operate and control.
Attractiveness Usability compliance
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It is the training of users after some specific time from installation of the system. Also, includes user's re-learnability time for training and support systems.
Learnability
Satisfaction
ISO 9126 (2001)
Definitions
The capability of the software product to be attractive to the user. The capability of the software product to adhere to standards, conventions, style guide, or regulations related to usability.
Effectiveness
Effectiveness
The accuracy and completeness with which users achieve specified goals.
Efficiency
Efficiency
Resources expended in relation to the accuracy and completeness with which users achieve goals.
Usefulness
Satisfaction
Trust
The degree to which user needs are satisfied when a product or system is used in a specified context of use
Pleasure
Quality in use
Comfort Economic risk mitigation
Freedom from risk
Health and safety risk mitigation
The degree to which a product or system mitigates the potential risk to economic status, human life, health, or the environment.
Environmental risk mitigation
Context coverage
Context completeness Flexibility
The degree to which a product or system can be used with effectiveness, efficiency, freedom from risk and satisfaction in both specified contexts of use and in contexts beyond those initially identified.
Functional completeness
Functional suitability
Functional correctness
The degree to which a product or system provides functions that meet stated and implied ends when used under specified conditions.
Functional appropriateness Time-behavior
Performance efficiency
Resource utilization
The performance relative to the amount of resources used under stated conditions.
Capacity Co-existence
Compatibility
The degree to which a product, system or component can exchange information with other products, systems or components, and/or perform its required functions, while sharing the same hardware or software environment.
Interoperability Appropriateness recognizability
ISO 25010* (2011)
Learnability Operability
The degree to which a product or system can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use.
User error protection
Usability
User interface aesthetics Accessibility Maturity Availability
The degree to which a system, product or component performs specified functions under specified conditions for a specified period of time.
Reliability
Fault Tolerance Recoverability Confidentiality
Product quality
Integrity
Security
Non repudiation
The degree to which a product or system protects information and data so that the persons or other products or systems have the degree of data access appropriate to their types and levels of authorization.
Accountability Authenticity Modularity Reusability
Maintainability
Analyzability
The degree of effectiveness and efficiency with which a product or system can be modified by the intended maintainers.
Modifiability Testability Adaptability
Portability
Installability Replaceability
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The degree of effectiveness and efficiency with which a product or component can be transferred from one hardware, software or other operational or usage environment to another.
Software Quality Factors for evaluation ISO/IEC 9126-1
goals
intended objectives users
ISO 9126-3 Internal Metrics
Characteristics
usability: extent to which goals are achieved with effectiveness, efficiency and satisfaction
task
ISO 9126-2 External Metrics
Sub-characteristics
Suitability Maturity Accuracy Fault Tolerance Security Recoverability
equipment
Functionality
Compliance Compliance
Reliability
Context of use satisfaction Quality of use measures
Analyzability Change-ability
Resource utilization
Stability
Compliance
Testability
Efficiency
Maintainability
Compliance Adaptability
Portability
Usability framework
ISO 9241
Time behavior
Install-ability
Understandability
Co-existance
Learn-ability
Replace-ability
Operability
Usability
Compliance
Attractiveness Compliance
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Metrics
efficiency
product
Interoperability
effectiveness
Quality ISO/IEC 9126
environment
outcome of interaction
Product Quality
ISO 25010
Interoperability Co-existence
Compatibility
Functional completeness Functional correctness
Functional S ui tabi li ty
Functional appropriateness
(2011)
Installability Replaceability
Po r ta b i l i ty
Adaptability
Reliability Availability Maturity
Modularity
Recoverability
ISO 25010
Reusability Analyzability
Fault tolerance
Quality in use
Ma i n ta i n a b il it y
Modifiability Testability
Effectiveness Resource utilization Capacity
Eff ect iv eness
Usability
Time behavior
P e r fo rma n c e E ffi c i e n c y
Learnability Confidentiality
Appropriateness recognizability
Integrity Non-repudiation Accountability Authenticity
Operability
S ecuri ty
Efficiency
User error protection
Effi ciency
User interface aesthetics Accessibility
Usefulness
ISO 25010
Trust
Sat isfac tion Pleasure
Software Quality Factors for evaluation
Comfort
Economic Risk Mitigation Health and Safety Risk Mitigation
Context Coverage
Context Completeness
Flexibility
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Fr e e d o m fro m r is k
Environmental Risk Mitigation
Context Matrix
Physical context
Media context
Modal context
Usability and Context ‘Usability cannot exist without first defining the context of the system being tested.’ 'How will users derive value from something they are currently doing?'
Context social and organizational environment
task goals
What about 'mental models'?
physical environment technical environment
interaction
user
tasks
Satisfaction
product
Performance: Effectiveness & Efficiency
*Quality of Use measures
At-a-Glance Location-based Content-based Task-based Full Screen 'Usability is a function of the context in which a product is used e .g. the users, task, technolog y and environment.' (Bevan 1994)
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Context Matrix
U s a b i l i t y a n d Context Physical context
Media context
Modal context
Present location
Device of access
Modal Context
"Physical context will dictate how I access information and therefore how I derive value from it."
The media context isn't just about the immediacy of information we receive. It's about how we engage people in real time.
(Our present state of mind.) "Where should I eat" Should I buy it now or later? Is this safe or not?
http://www.flickr.com/photos/idletype/430895151 Tuesday, November 27, 2012
Usability Evaluation Methods (UME) A. Inspection Methods • Heuristic Evaluation • Cognitive Walkthroughs • Guideline Reviews
B. Empirical Methods Metrics for Usability Standards in Computing (MUSiC) • Effectiveness • Efficiency and cost of task performance
Software Usability Measurement Inventory (SUMI) Diagnostic Recorder for Usability Measurement (DRUM) The Questionnaire for user interaction Satisfaction (QUIS) Skill Acquistion Network (SANe) http://www.flickr.com/photos/43090872@N06/5212847322/sizes/l/in/photostream/ Tuesday, November 27, 2012
UX Good Reads UX Primer
Design Thinking
Principles
Documentation
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Strategy
Video
Process
Activities
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Thanks for listening!
... website or app?
Tuesday, November 27, 2012