Usability and forms, KANA Europe customer summit
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Usability and forms, KANA Europe customer summit

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Usability, and what usability means for a form.

Usability, and what usability means for a form.

Presentation at the KANA Europe customer summit, October 2010.

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Usability and forms, KANA Europe customer summit Usability and forms, KANA Europe customer summit Presentation Transcript

  • CONTENT
    FORMS
    Usability and Forms
    Caroline Jarrett
    KANA Customer Summit, 2010
  • Caroline Jarrett is a usability consultant specialising in forms and improving content
    Started Effortmark Ltd in 1994
    Working mainly with government and non-profit clients
    Tax authorities in UK, USA and Australia
    The Open University and other universities
    Other government departments
    2
  • Outline
    What is usability?
    What is usability of forms?
    Some top tips
    3
    View slide
  • The Internet when it started was about creating an electronic library
    4
    Tim Berners-Lee created the world-wide web for scientists to access technical information
    Other early web sites said “We’re here”
    They expected that users understand everything they read
    View slide
  • An early bank web site was nearly all about offering information
    5
    General information
  • The first big change was in the dotcom boom. We saw “internet services” starting
    Web sites started to
    select useful information
    offer downloadable forms
    The web was all about
    A channel to conventional services
    Internet services were different and special
    6
  • The bank’s web site in 2004;most of the page is about services
    7
    General information
  • The current challenge is about usability;users expect to do things online – easily
    8
    Users interact with many different types of site:
    Their banking
    Their social networks
    Their shopping
    Their government.
    They expect to be able to do things online.
    They expect it to be easy.
  • Usability is about people doing things easily
    The extent to which a productcan be used by specified usersto achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use
    (ISO 9241:11 1998)
    9
  • Usability testing is:asking a user to try something
    As realistically as possible
    To do whatever the product is for
    A few extra users help (but not many more)
    Using a product is different to looking at it
    10
    Ginny Redish (2007) “Letting go of the words”
  • We will try a quick usability test of HSBC’s home page from 2004
    Ask a user to try using the home page:
    everyone can try it
    As realistically as possible:
    the best we can do in the middle of a conference presentation
    To do whatever the product is for:
    apply for a credit card from the bank
    11
  • Where do you click to apply for a credit card?
    12
  • Now we will try a quick usability test of HSBC’s personal home page in 2010
    Ask a user to try using the home page:
    everyone can try it
    As realistically as possible:
    the best we can do in the middle of a conference presentation
    To do whatever the product is for:
    apply for a credit card from the bank
    13
  • Where do you click to apply for a credit card?
    14
  • Outline
    What is usability?
    What is usability of forms?
    Some top tips
    15
  • What do people want to do with forms?
    16
  • A form is something you deal with when you’re trying to do something else.
    17
    Steve
    Teacher“I want to set up my iPad on broadband”
    Kayley
    Full-time mum
    “I want to tell my gas supplier that we’ve changed bank”
  • 18
  • 19
  • 20
  • 21
  • Will Kayley fill in the form?
    22
  • A form is something you deal with when you’re trying to do something else.
    23
    Steve
    Teacher“I want to set up my iPad on broadband”
    Kayley
    Full-time mum
    “I want to tell my gas supplier that we’ve changed bank”
  • 24
  • 25
  • 26
  • 27
  • Will Steve fill in the form?
    28
  • 29
  • 30
  • 31
  • 32
  • Will Steve fill in the form?
    33
  • Outline
    What is usability?
    What is usability of forms?
    Some top tips
    34
  • Forms have three layers:relationship, conversation and appearance
  • Tip #1: relationshipAllow for mismatches between user and business goals
    36
  • Tip #2: conversationAsk questions that users can answer
    37
  • Tip #3: conversationHelp users to find the answers
    38
  • Tip #4: appearanceArrange the labels and fields so that users can see which label goes with which field
    39
  • Tip #4: appearanceDon’t put hint text inside boxes
    40
    2%
    http://bit.ly/dzcnpI
    UXmatters.com “Don’t put hints inside text boxes in web forms”
  • Tip #4: appearanceDon’t put hint text inside boxes
    41
  • Tip #4: appearanceDon’t put hint text inside boxes
    42
  • Top tip that beats all other tips:Test your form with your users and their goals
    43
    Steve
    Teacher“I want to set up my iPad on broadband”
    Kayley
    Full-time mum
    “I want to tell my gas supplier that we’ve changed bank”
  • Contact details for Caroline Jarrett
    Effortmark Ltd16 Heath RoadLeighton BuzzardBedfordshireLU7 3AB
    01525 370379
    carolinej@effortmark.co.uk
    www.effortmark.co.uk
    44