Usability Service Overview

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  • 1. IVETTE LITT, IA – CUA T: 804 334 7163 USABILITY & USER CENTER ANALYSIS 1 VDOT ITD © 2012Sunday, November 25, 12
  • 2. IVETTE LITT, IA - CUA T: 804 334 7163 How the customer How the Project How the Analyst How the Programmer How the Business explained it Leader presented it wrote it Consultant described it understood it How the project What operations How the customer How it was What the customer was documented installed was billed supported really neededSunday, November 25, 12
  • 3. What is Usability IVETTE LITT, IA - CUA T: 804 334 7163 • Usability  is  the  effec$veness, efficiency  and  sa$sfac$on   with  which  specific  users  can   achieve  a  specific  set  of  tasks   in  a  par4cular  environment. • iso  9241 VDOT ITD © 2012Sunday, November 25, 12
  • 4. IVETTE LITT, IA - CUA T: 804 334 7163 Quality components: © 2012Sunday, November 25, 12
  • 5. IVETTE LITT, IA - CUA T: 804 334 7163 What is User Centered Design © 2012Sunday, November 25, 12
  • 6. IVETTE LITT, IA - CUA T: 804 334 7163 Usability Process © 2012Sunday, November 25, 12
  • 7. IVETTE LITT, IA - CUA T: 804 334 7163 Sample Case Study- Wachovia © 2012Sunday, November 25, 12
  • 8. IVETTE LITT, IA - CUA T: 804 334 7163 Sample Case Study- Wachovia • "Naming convention" in main sections DO NOT use departments organizational charts. • Main Menu is NOT DEFINED in the "Home page" • Access e-banking LOCATED ON left hand. • Branch Finder • Searches, offer "tips" but NOT RESULTS • Focused on Personal Banking (strategy according to the bank) • NO safety notes of possible "scam" • Accessibility services (link above) • Information about the Bank (see below) • Languages • Rates are present • Advertising: Banners very clean, defined format, are invited to direct and user to apply • As for navigation could say it is not very clear. © 2012Sunday, November 25, 12
  • 9. IVETTE LITT, IA - CUA T: 804 334 7163 Sample Case Study- Wachovia © 2012Sunday, November 25, 12
  • 10. IVETTE LITT, IA - CUA T: 804 334 7163 Sample Case Study- Now Wells Fargo • Main Menu clean and clear, defined by type of users/customers • Same as for naming convention, which seeks oriented user • Access e-banking also located on left hand. but has Demo • Strong and defined e-banking orientation • Search results are categorized by the type of customer • Safety notes on "phishing prevention" • Direct access to order products or services • Rates are present and provides alerts regarding rates for mortgages • Option of different languages • Advertising: Banners format defined, are direct and invite the user to implement. are divided by areas (Personal, Small Business, Commercial) • In terms of design, the internal pages could be improved. © 2012Sunday, November 25, 12
  • 11. IVETTE LITT, IA - CUA T: 804 334 7163 ROI for User Centered Design VDOT ITD © 2012Sunday, November 25, 12
  • 12. IVETTE LITT, IA - CUA T: 804 334 7163 ROI Measures ROI  MEASUREMENT CRITERIA 1-­‐  Decrease  in  drop-­‐off #  of  people  of  %  reduc4on 2-­‐  Decrease  in  #  of  calls  to  help  desk #  or  % 3-­‐  Reduc4on  in  training #  of  days  or  hours  reduced 4-­‐  Increase  in  usage #  of  people,  #  of  sessions  or  %  increases 5-­‐  Savings  of  employees  4me #  of  minutes/  hours  mul4plied  by  labor  rate 6-­‐  Savings  of  Programmer’s   #  of  minutes/  hours  mul4plied  by  labor  rate 4me 7-­‐  Error  reduc4on #  or  %  or  resul4ng  $$  amount © 2012Sunday, November 25, 12