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CONTENT<br />FORMS<br />Usability and Forms<br />Caroline Jarrett<br />KANA Customer Summit, 2010<br />
Caroline Jarrett is a usability consultant specialising in forms and improving content<br />Started Effortmark Ltd in 1994...
Outline<br />What is usability?<br />What is usability of forms?<br />Some top tips<br />3<br />
The Internet when it started was about creating an electronic library<br />4<br />Tim Berners-Lee created the world-wide w...
An early bank web site was nearly all about offering information<br />5<br />General information<br />
The first big change was in the dotcom boom. We saw “internet services” starting<br />Web sites started to<br />select use...
The bank’s web site in 2004;most of the page is about services<br />7<br />General information<br />
The current challenge is about usability;users expect to do things online – easily<br />8<br />Users interact with many di...
Usability is about people doing things easily<br />	The extent to which a productcan be used by specified usersto achieve ...
Usability testing is:asking a user to try something<br />As realistically as possible<br />To do whatever the product is f...
We will try a quick usability test of HSBC’s home page from 2004<br />Ask a user to try using the home page:<br />everyone...
Where do you click to apply for a credit card?<br />12<br />
Now we will try a quick usability test of HSBC’s personal home page in 2010<br />Ask a user to try using the home page:<br...
Where do you click to apply for a credit card?<br />14<br />
Outline<br />What is usability?<br />What is usability of forms?<br />Some top tips<br />15<br />
What do people want to do with forms?<br />16<br />
A form is something you deal with when you’re trying to do something else.<br />17<br />Steve <br />Teacher“I want to set ...
18<br />
19<br />
20<br />
21<br />
Will Kayley fill in the form?<br />22<br />
A form is something you deal with when you’re trying to do something else.<br />23<br />Steve <br />Teacher“I want to set ...
24<br />
25<br />
26<br />
27<br />
Will Steve fill in the form?<br />28<br />
29<br />
30<br />
31<br />
32<br />
Will Steve fill in the form?<br />33<br />
Outline<br />What is usability?<br />What is usability of forms?<br />Some top tips<br />34<br />
Forms have three layers:relationship, conversation and appearance<br />
Tip #1: relationshipAllow for mismatches between user and business goals<br />36<br />
Tip #2: conversationAsk questions that users can answer<br />37<br />
Tip #3: conversationHelp users to find the answers<br />38<br />
Tip #4: appearanceArrange the labels and fields so that users can see which label goes with which field<br />39<br />
Tip #4: appearanceDon’t put hint text inside boxes<br />40<br />2%<br />http://bit.ly/dzcnpI<br />UXmatters.com  “Don’t pu...
Tip #4: appearanceDon’t put hint text inside boxes<br />41<br />
Tip #4: appearanceDon’t put hint text inside boxes<br />42<br />
Top tip that beats all other tips:Test your form with your users and their goals<br />43<br />Steve <br />Teacher“I want t...
Contact details for Caroline Jarrett<br />	Effortmark Ltd16 Heath RoadLeighton BuzzardBedfordshireLU7 3AB<br />	01525 3703...
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Usability and forms, KANA Europe customer summit

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Usability, and what usability means for a form.

Presentation at the KANA Europe customer summit, October 2010.

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Transcript of "Usability and forms, KANA Europe customer summit"

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