Users Play Cards, We Keep Score, Magic Results!

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

Users Play Cards, We Keep Score, Magic Results!

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