Users play cards We keep score Magic results!      Carol Barnum and Laura Palmer The Usability Center @ Southern Polytechn...
Microsoft plays their hand• Microsoft introduces the cards in 2002    – varies their use in 2004•   A few others report in...
Your presentersCarol Barnum                                                 Laura Palmer         usability.spsu.edu       ...
We’re here to talk about desirabilityISO defines the key elements in usabilityU testing gives great results for 2 out of 3...
Can’t get no…            SATISFACTION   But, we’ve tried….and we’ve tried….            usability.spsu.edu                 ...
Microsoft tackles the problem1. Faces Questionnaire                                                                       ...
After Microsoft?A small oasis of reports shows variations on the theme              usability.spsu.edu                    ...
We decided to give the cards a try         usability.spsu.edu                                     STC Summit 2011   8
How we dealusability.spsu.edu                                     STC Summit 2011   Slide 9
Putting the “meta” in analysis2006…..ongoing Studies from a variety of industries and interfaces              usability.sp...
Teaching the teachers18 cards…..17 positive, 1 negative        usability.spsu.edu                                     STC ...
Got reservations?PRC = 93% positive                + 7% negativeSUS = 82Themes: ease‐of‐use, comprehensibility, familiarit...
Calling the cable company                                                  IVR                                            ...
Six weeks later: the cable company    IVR  A    POSITIVE                   NEUTRAL                    NEGATIVE            ...
Changing planes                                                                IVR                                        ...
Clear for takeoff                                            21% - PRCusability.spsu.edu                                  ...
It’s not easy being green International “green” initiative  March 2010 =   SUS = 52  42% PRC positive                Octob...
Movin’ on up   1.0                       2.0                                                       2.1Positives: 24 50 43 ...
Negative choices decline to zero                                                                                      0 1....
Weather or not3 TV weather sites40 30 20 10     0          Positive                      Negative                         ...
“B”cause we like you                                           Repeats within and                                         ...
“C” you laterWhat Station B isn’t!usability.spsu.edu                                     STC Summit 2011   22
C’mon…give it a try  usability.spsu.edu                                     STC Summit 2011   Slide 23
Our concluding thoughts    usability.spsu.edu                                     STC Summit 2011   24
Compare, Contrast and Combine        usability.spsu.edu                                     STC Summit 2011   Slide 25
Questions? Now or later?Carol Barnum                                                        Laura Palmer cbarnum@spsu.edu ...
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Users Play Cards, We Keep Score, Magic Results!

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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.

Published in: Design

Users Play Cards, We Keep Score, Magic Results!

  1. 1. Users play cards We keep score Magic results! Carol Barnum and Laura Palmer The Usability Center @ Southern Polytechnic www.usability.spsu.edu
  2. 2. Microsoft plays their hand• Microsoft introduces the cards in 2002 – varies their use in 2004• A few others report in• We get on board in 2006• Weve been crazy about them ever since• We share what we have learned• We give you the tools to do it yourself usability.spsu.edu                                     STC Summit 2011 2
  3. 3. Your presentersCarol Barnum Laura Palmer usability.spsu.edu                                     STC Summit 2011 3
  4. 4. We’re here to talk about desirabilityISO defines the key elements in usabilityU testing gives great results for 2 out of 3 usability.spsu.edu                                     STC Summit 2011 4
  5. 5. Can’t get no… SATISFACTION But, we’ve tried….and we’ve tried….  usability.spsu.edu                                     STC Summit 2011 5
  6. 6. Microsoft tackles the problem1. Faces Questionnaire 6 Faces2. Product Reaction Cards 118 Cards usability.spsu.edu                                     STC Summit 2011 6
  7. 7. After Microsoft?A small oasis of reports shows variations on the theme usability.spsu.edu                                     STC Summit 2011 7
  8. 8. We decided to give the cards a try usability.spsu.edu                                     STC Summit 2011 8
  9. 9. How we dealusability.spsu.edu                                     STC Summit 2011 Slide 9
  10. 10. Putting the “meta” in analysis2006…..ongoing Studies from a variety of industries and interfaces usability.spsu.edu                                     STC Summit 2011 10
  11. 11. Teaching the teachers18 cards…..17 positive, 1 negative usability.spsu.edu                                     STC Summit 2011 11
  12. 12. Got reservations?PRC = 93% positive + 7% negativeSUS = 82Themes: ease‐of‐use, comprehensibility, familiarity, speed usability.spsu.edu                                     STC Summit 2011 12
  13. 13. Calling the cable company IVR Repeated Positives January Predictable = 3 41% + Friendly = 2 Usable = 2 21%  Negative Neutral Positive 38%‐ Annoying Boring Expected Familiar Accessible Business‐like Difficult Sterile Comprehensive Distracting Convenient Frustrating Desirable Impersonal Easy‐to‐use Inconsistent Helpful Not valuable Straight‐forward Poor Quality Too technical UncontrollableNeutral’s good in our industry! usability.spsu.edu                                     STC Summit 2011 13
  14. 14. Six weeks later: the cable company IVR  A POSITIVE                   NEUTRAL                    NEGATIVE 85% + 11% IVR  B POSITIVE                    NEUTRAL                      NEGATIVE 4% ‐ 48% + 12% 40% ‐ usability.spsu.edu                                     STC Summit 2011 14
  15. 15. Changing planes IVR SUS = 87 79%+ PRCusability.spsu.edu                                     STC Summit 2011 15
  16. 16. Clear for takeoff 21% - PRCusability.spsu.edu                                     STC Summit 2011 16
  17. 17. It’s not easy being green International “green” initiative March 2010 =  SUS = 52 42% PRC positive October 2010 = ☺ SUS = 73 82% PRC positive March 2011 = ☺ ☺ SUS = 96 100% PRC positive usability.spsu.edu                                     STC Summit 2011 17
  18. 18. Movin’ on up 1.0 2.0 2.1Positives: 24 50 43 usability.spsu.edu                                     STC Summit 2011 18
  19. 19. Negative choices decline to zero 0 1.0 2.0 2.1 Negatives: 33 11 0 usability.spsu.edu                                     STC Summit 2011 19
  20. 20. Weather or not3 TV weather sites40 30 20 10 0 Positive Negative Positive Negative Positive Station A Negative Station B Station C 26/13 39/5 24/17 usability.spsu.edu                                     STC Summit 2011 20
  21. 21. “B”cause we like you Repeats within and between Blanks are just as telling as choices usability.spsu.edu                                     STC Summit 2011 21
  22. 22. “C” you laterWhat Station B isn’t!usability.spsu.edu                                     STC Summit 2011 22
  23. 23. C’mon…give it a try usability.spsu.edu                                     STC Summit 2011 Slide 23
  24. 24. Our concluding thoughts usability.spsu.edu                                     STC Summit 2011 24
  25. 25. Compare, Contrast and Combine usability.spsu.edu                                     STC Summit 2011 Slide 25
  26. 26. Questions? Now or later?Carol Barnum Laura Palmer cbarnum@spsu.edu lpalmer2@spsu.edu usability.spsu.edu                                     STC Summit 2011 26

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