Usability For Business Analysts - 24 June 2009


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How does usability relate to the role of a Business Analyst or a Business Analyst Manager

Trent Mankelow from Optimal Usability looks at the two and asks - "Can't we all be friends?"

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Usability For Business Analysts - 24 June 2009

  1. 1. Trent Mankelow Dave O’Brien Introduction to Usability for Business Analysts
  2. 2. Tonight’s menu <ul><li>About us </li></ul><ul><li>What is usability? </li></ul><ul><ul><li>Examples of bad usability </li></ul></ul><ul><ul><li>Usability definition </li></ul></ul><ul><ul><li>Usability benefits </li></ul></ul><ul><li>Usability and the SDLC </li></ul><ul><li>Usability activities </li></ul><ul><ul><li>User-testing video </li></ul></ul><ul><li>Business analysis versus usability </li></ul>
  3. 3. 135 clients, 17 industries Retail / Consumer Financial Services Not for profit Telecom / IT Media / Publishing Government Insurance Education
  4. 4. 80% of work from 3 industries 80% <ul><li>Government </li></ul><ul><li>Telecommunications </li></ul><ul><li>Financial services </li></ul>Retail / Consumer Financial Services Not for profit Telecom / IT Media / Publishing Government Insurance Education
  5. 8.
  6. 11. “ 60% of end users find enterprise applications somewhat difficult, very difficult, or almost impossible to use.” -, May 2008
  7. 12. What is Usability? “ Usability is the measure of quality of the user experience when interacting with something.” Jakob Nielsen
  8. 13. Applies to all sorts of stuff <ul><li>Web </li></ul><ul><ul><li>Internet sites </li></ul></ul><ul><ul><li>Extranet sites </li></ul></ul><ul><ul><li>Intranet sites </li></ul></ul><ul><li>Paper prototypes </li></ul><ul><li>Software </li></ul><ul><li>Mobile phones </li></ul><ul><li>IVRs </li></ul><ul><ul><li>Speech-enabled </li></ul></ul><ul><ul><li>Touch-tone </li></ul></ul><ul><li>Office environments </li></ul><ul><li>Out of the Box Experiences (OOBE) </li></ul><ul><li>In-car navigation devices </li></ul><ul><li>Kiosks </li></ul><ul><li>In-flight entertainment systems </li></ul><ul><li>Retail store design </li></ul>
  9. 15. ISO definition of usability <ul><li>Easy to use </li></ul><ul><li>Useful </li></ul><ul><li>Satisfying </li></ul><ul><ul><li>from ISO 9241 </li></ul></ul>
  10. 16. <ul><li>Increased user productivity </li></ul><ul><li>Decreased user errors </li></ul><ul><li>Decreased training costs </li></ul><ul><li>Reduced development costs </li></ul><ul><li>Decreased user support costs </li></ul>Usability benefits Roger Pressman, Software Engineering: A Practitioner’s Approach , McGraw-Hill
  11. 17. Usability and the SDLC
  12. 20. Usability and the SDLC
  13. 21. Usability and the SDLC
  14. 22. Usability and the SDLC
  15. 23. Usability and the SDLC
  16. 24. Usability activities <ul><li>Field studies </li></ul><ul><li>Persona development </li></ul><ul><li>Information architecture design </li></ul><ul><li>Interaction design </li></ul><ul><li>User testing </li></ul><ul><li>Heuristic review </li></ul><ul><li>Usability analytics </li></ul><ul><li>... </li></ul>
  17. 25. Field studies
  18. 26. Persona development
  19. 27. Information architecture design
  20. 28. Interaction design
  21. 29. Heuristic review
  22. 30. Usability analytics
  23. 31.
  24. 33. Business analysis vs. usability
  25. 34. Business analysis vs. usability <ul><li>On a typical project: </li></ul><ul><ul><li>What are a BA’s main goals? </li></ul></ul><ul><ul><li>What are a usability specialist’s main goals? </li></ul></ul>
  26. 35. Business analysis vs. usability <ul><li>Typical BA goals (from a UX perspective :) </li></ul><ul><li>Meet business goals by: </li></ul><ul><ul><li>Researching current processes </li></ul></ul><ul><ul><li>Identifying what the new system should do (requirements) </li></ul></ul><ul><ul><li>Designing improved processes </li></ul></ul><ul><li>Typical UX goals </li></ul><ul><li>Meet business and user goals by: </li></ul><ul><ul><li>Researching users </li></ul></ul><ul><ul><li>Identifying how the new system should work (design principles) </li></ul></ul><ul><ul><li>Designing a UI with the users in mind </li></ul></ul><ul><ul><li>Evaluating/iterating the design until it works well* </li></ul></ul>
  27. 36. A better BA/usability result <ul><li>Beware the ivory tower </li></ul><ul><ul><li>Secondhand folklore instead of user research </li></ul></ul><ul><ul><li>Opinion-centered design* </li></ul></ul><ul><ul><li>Long cycles with little user involvement </li></ul></ul><ul><ul><li>Different ≠ better </li></ul></ul><ul><ul><li>WE ARE NOT THE USER! </li></ul></ul>
  28. 37. A better BA/usability result <ul><li>Develop use cases and UI in parallel </li></ul><ul><ul><li>BA, SME: Do skeleton draft of UC. </li></ul></ul><ul><ul><li>BA, UX: Talk through the main points. </li></ul></ul><ul><ul><li>UX: Sketch some screen variations. </li></ul></ul><ul><ul><li>BA, SME: Start filling in the details. </li></ul></ul><ul><ul><li>BA, UX, SME: Iterate/refine UC and UI </li></ul></ul><ul><li>UI design often improves the UC itself. </li></ul>
  29. 38. A better BA/usability result <ul><li>Make use cases visual (where possible) </li></ul>
  30. 39. A better BA/usability result <ul><li>Leave the text for the details. </li></ul><ul><li>Not all visuals are clear! </li></ul>
  31. 40. A better BA/usability result <ul><li>Make the UI a visual companion to the UC </li></ul><ul><li>Signing off a use case without a UI = writing a bad cheque </li></ul>
  32. 41. “ One way or another, you will be tested.” - Bruce Tognazzini
  33. 42. <ul><li>More from Optimal Usability </li></ul><ul><li>Monthly newsletter – subscribe at </li></ul><ul><li>Introduction to User Testing training – August </li></ul><ul><li>Presenting to your internal teams on usability (FREE!) </li></ul>Trent Mankelow [email_address] Dave O’Brien [email_address]
  34. 43. 20 staff, 4 offices Auckland, NZ Wellington, NZ Sydney, AU Canberra, AU
  35. 44. The key: early involvement Business Case Development Post- Rollout Time Cost of Changes No. of possible design alternatives
  36. 45. Roles and responsibilities
  37. 46. Roles and responsibilities