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
    • 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
    • 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