Users Play Cards, We Keep Score, Magic Results!
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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.

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.

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Users Play Cards, We Keep Score, Magic Results! Users Play Cards, We Keep Score, Magic Results! Presentation Transcript

  • Users play cards We keep score Magic results! Carol Barnum and Laura Palmer The Usability Center @ Southern Polytechnic www.usability.spsu.edu
  • 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
  • Your presentersCarol Barnum Laura Palmer usability.spsu.edu                                     STC Summit 2011 3
  • 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
  • Can’t get no… SATISFACTION But, we’ve tried….and we’ve tried….  usability.spsu.edu                                     STC Summit 2011 5
  • Microsoft tackles the problem1. Faces Questionnaire 6 Faces2. Product Reaction Cards 118 Cards usability.spsu.edu                                     STC Summit 2011 6
  • After Microsoft?A small oasis of reports shows variations on the theme usability.spsu.edu                                     STC Summit 2011 7
  • 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.spsu.edu                                     STC Summit 2011 10
  • Teaching the teachers18 cards…..17 positive, 1 negative usability.spsu.edu                                     STC Summit 2011 11
  • Got reservations?PRC = 93% positive + 7% negativeSUS = 82Themes: ease‐of‐use, comprehensibility, familiarity, speed usability.spsu.edu                                     STC Summit 2011 12
  • 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
  • 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
  • Changing planes IVR SUS = 87 79%+ PRCusability.spsu.edu                                     STC Summit 2011 15
  • Clear for takeoff 21% - PRCusability.spsu.edu                                     STC Summit 2011 16
  • 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
  • Movin’ on up 1.0 2.0 2.1Positives: 24 50 43 usability.spsu.edu                                     STC Summit 2011 18
  • Negative choices decline to zero 0 1.0 2.0 2.1 Negatives: 33 11 0 usability.spsu.edu                                     STC Summit 2011 19
  • 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
  • “B”cause we like you Repeats within and between Blanks are just as telling as choices usability.spsu.edu                                     STC Summit 2011 21
  • “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 lpalmer2@spsu.edu usability.spsu.edu                                     STC Summit 2011 26