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Usability in product development
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Usability in product development Presentation Transcript

  • 1. Usability...
    -Ravishyam.S
  • 2. Looks ok to me!
    Are we sure ?
    $*!
    Not done!
    Change the font
    We’ve already wasted 2 months!
    OMG!
    $!!!
    ^*>
    Wow!
    Also the language
    Brainstorming – 1st cut!
    Suggestions, creative inputs from everybody!
    – 2nd cut!
    Design by Committee – 3rd cut!
    Finally, final cut!
    A day in the life of Product Development…
    In hindsight
    Time cost? Overheads? OMG!
    Let's get this straight. Is it making business sense?!
    It was fun. But can we cut it short?
    There has to be a better way!
  • 3. $!!!
    $!!!
    $!!!
    While the team fights and freezes on the design, this guy stands at the corner
    Who is this guy?! And what does HE/SHE want?!
    Where is the actual user?
  • 4. Poor User Experience
    Unsatisfied Customer
    Lost Market/Revenue
    Impacts…
    =
    =
  • 5. User CenteredDesign
  • 6. What is User Centered Design?
    User-centered design (UCD) is a process in which the needs, wants and limitations of the end user of any product are systematically researched and incorporated into each stage of the design process.
    ISO definition of Usability –
    Usability is the effectiveness, efficiency and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment.
  • 7. End User
    Focus on End User-the often neglected…
  • 8. Integration, Testing, Training, Implementation
    UCD- Design Activities
    Requirements and Analysis
    Design
    Development
    Legend
    Legend
    UX Research
    UI Design and Development
    Usability Testing
    Usability Analysis
    Product Management
  • 9. UCD- Usability validation steps
  • 10. Benefits (ROI?)
    Listen from horse’s mouth
    Eliminate “you know, I think this works..” “Let me tell you…” “as far as I know…”
    Fix potential road blocks
    Track back potential business enhancers into the road map
    Match tone, pitch to highlight most liked features.
    Cover up lesser rated and or irritating aspects.
    Understand hidden behavioral aspects, cultural issues, computer literacy levels etc.,
    Cite the reports to defend your product usability and likeability
    Clients listen when they know you care, be better informed before going to the client
  • 11. Some questions you may have…
  • 12. We have UI designers, is this not enough?
    Usability is an end result of entire product phases and not a by-product of UI design
    Good UI design can provide aesthetic value. when not backed up by research based data and validations, can become a hindrance on its own due to individual perceptions and bias
    Usability should not be skin deep. Usability should be intervened into the product and business culture by being user focused and business goals oriented, cannot be just at surface level
    Similar to other practice areas and skill sets, UI designers can ensure that they bring in their previous experience of what worked before. This no way guarantees that it will work now.
    Validating your product with end users is an industry standard across all major product development firms
  • 13. This seems to be more trouble than help, will it not delay the product…
    Choose between unforeseen factors resulting in failure or some additional effort and cost
    Usability findings gives us visibility into potential issues
    Can help in fine tuning product vision in current or future versions
    Understand and be prepared for potential issues than surprises
    Utilize positive findings from validation process towards better pitches
  • 14. We have guidelines and best practices, what else can end user suggest?
    Go beyond listening to end users, observe them work, use similar tools or technologies in their natural environments. Helps in uncovering hidden issues or unspoken needs
    validation process is not just about listening to the whims and fancies of end user. It is a skill and measure to ensure what we think works or otherwise
    Guidelines, best practices, internal validations definitely help but cannot be definitive methods or modes of ensuring what works
  • 15. Help and Training will take care of Ease of Use…!
  • 16. OK, what are some metrics/measurement criteria?
    * Metrics derived from NISTIR 7741 - NIST Guide to the Processes Approach for Improving the Usability of Electronic Health Records
    Performance metrics (quantitative measures, often used for summative testing)
    Task success (whether the participant can complete the task in the allotted time without assistance from the administrator)
    Time on task (the length of time in seconds required for participants to complete the task)
    Errors (may include clicking on an incorrect menu item, incorrect link, or interacting incorrectly with an on-screen control)
    Efficiency (e.g. task time, and errors)
    Learn ability
    Issues-based metrics (primarily used for formative testing)
    Usability issues (# issues found, % of participants who found an issue)
    Severity ratings (rating assigned to usability issues that reflects the impact of each issue on the user‘s satisfaction and ability to complete tasks)
  • 17. OK, what are some metrics/measurement criteria? (Continued…)
    * Metrics derived from NISTIR 7741 - NIST Guide to the Processes Approach for Improving the Usability of Electronic Health Records
    Self-reported metrics (both quantitative and qualitative measures which provide insights about participant satisfaction)
    Post-task ratings (may be a Likert scale from 1 to 5 where, for example, 1 is very difficult and 5 is very easy).
    Post-session ratings (may be a Likert scale from 1 to 5 where, for example, 1 is very dissatisfied and 5 is very satisfied).
    System Usability Scale (Participants rate statements on a five-point scale where ―1 - Strongly Disagree‖ to ―5 - Strongly Agree. The SUS survey yields a single number that represents a composite measure of the overall usability of the system).
    NASA TLX (subjective workload assessment tool that asks users to rate how demanding particular tasks are to perform).
    Specific attribute questions (e.g,. Rate: Strongly Agree to Strongly Disagree for the question ―Overall, I am satisfied with how well this application supported this task‖).
    Semantic differentials (e.g., ―This task was ―Easy ―Difficult).
    Answers to open-ended questions (For example, ―What did you find to be the most difficult or frustrating aspect of this application?‖).
    Behavioral metrics (often add context to performance, issues-based, and self-report metrics)
    Verbal (positive / negative) comments and non-verbal behavior. For example, a long pause or a confused look might indicate lack of understanding.
  • 18. Where do we find some Healthcare usability documentation?
    * References quoted from some of the influential usability bodies
    http://www.nist.gov/itl/hit/upload/Guide_Final_Publication_Version.pdf
    www.himss.org/content/files/himss_definingandtestingemrusability
    http://www.humanfactors.com/downloads/whitepapersrequest.asp?whitepaper=UXandHealthcare
    http://healthit.ahrq.gov/portal/server.pt/document/907504/09%2810%29-0091-1-ef_pdf?qid=80974149&rank=5
    http://www.usercentric.com/hit-usability
    http://www.himss.org/ASP/topics_FocusDynamic.asp?faid=358
    http://isvcommunity.com/profiles/blogs/meaningful-usability-in
    http://www.slideshare.net/jinnes/repositioning-user-experience?src=related_normal&rel=13728
  • 19. Blabbering…
  • 20. Some comments from a previous test and redesign
    Help Desk :
    ‘Finally this looks like a software”
    “I would feel more comfortable is providing support to this than the previous (product name removed).
    Training Team
    “ Tasks flows are very clear, there won’t be huge learning curve”
    “ I think it will reduce my training time”
    “ This restricted navigation works perfect! we will be able to control users task flows, which was not possible with (product name removed).
    Account Manager
    “I thought the demonstration showed major improvement. I appreciate the opportunity to see what is coming and how it would affect the process of flow from a site perspective.”
    Regional Vice President
    I thought the flow change was excellent. The pages do not look as busy as before.
    I think the changes are definitely more easier and user friendly.
    Implementation Manager
    I have never seen Jimmy and Tina appreciating so much about (product name removed). The fact that they are positive gives me a huge confidence
  • 21. Some “quotes”…
    Usability cost-benefit data shows that including usability in product development actually cuts the time to market and increases sales because usability and ease of use build quality into products and catch many expensive problems early on in the cycle when they can be addressed at lower cost. Finally, working with users from the beginning of a product cycle ensures that the product is being designed so that users will be satisfied.   -- Claire Marie Karat, human-computer interface researcher at IBM
    What most separates firms with a disciplined approach to customer-experience management from their peers? The use of primary user research. 68% of the disciplined firms report using primary research to understand customers compared to only 21% of the undisciplined firms�the largest [gap] that we found.- Forrester Research
    Usability cost-benefit data shows that including usability in product development actually cuts the time to market and increases sales because usability and ease of use build quality into products and catch many expensive problems early on in the cycle when they can be addressed at lower cost. Finally, working with users from the beginning of a product cycle ensures that the product is being designed so that users will be satisfied.   -- Claire Marie Karat, human-computer interface researcher at IBM
    Most websites today fail basic tests of usability.   -- Forrester Research
    Over the last year online banking has attracted 6.3 million users, but a massive 3.1 million of those have closed their accounts already due to poor website design and inefficient service.- Internet Money Issue 4
  • 22. What is not Usability
    Usability is not UI Design/Development. UI Design/Development is more a discipline focusing on the technical aspects of front End development
    Aesthetics and Visual Design does not ensure Usability, Usability is a result of research , domain expertise, technology and aesthetics.
    Asking users what they want and laundry lists do not ensure usability. A usability process that is solely dependant on asking what users want is prone to failures as users cannot precisely articulate what the core issues are. Observe users than ask.
    Marketing research can provide direction and base for Usability Analysis but is not entirety in itself for lack of ingrained end user focus.
    Common sense is not usability, Common sense based approach towards Usability tends to fail miserably as common sense differs from person to person and is often biased.
    22
  • 23. Why Usability Validation? Don’t we know enough?
    We do know our domain in our context and experience, but we are not our users, why risk?
    Target users likes and dislikes are influenced by the similar experiences they had before from various software, gadgets and even from what their neighbor had or has.
    What is usable for me may not be for you, same applies to a group of end users from a particular domain and or demographic.
    Usable is often a very subjective feeling stemming from the difference between utility and usability of an app. With no alternative in sight, users will adopt to the available. with more options, they pick and choose!
    Usability when not measured, subjected and defended against metrics, can hurt negatively due to varied feedbacks from external market voices.
  • 24. Measuring Usability
    Usability is the effectiveness, efficiency and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment.
  • 25. Measuring Usability
    Usability is the effectiveness, efficiency and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment.
  • 26. Known proponents of Usability and UCD
    IBM-http://www-01.ibm.com/software/ucd/ucd.html
    Apple-http://developer.apple.com/library/mac/#documentation/UserExperience/Conceptual/AppleHIGuidelines/XHIGDesignProcess/XHIGDesignProcess.html#//apple_ref/doc/uid/TP40002718-TPXREF101
    Microsoft- http://msdn.microsoft.com/en-us/library/ms997578.aspx
    Oracle- http://usableapps.oracle.com/getInvolved/labTours.html
    IDEO- http://www.ideo.com/work/human-centered-design-toolkit/
    SAP- http://www.sapdesignguild.org/editions/edition8/measuring_up.asp
    World Usability Day- http://www.worldusabilityday.org/
    UPA- http://www.upassoc.org/
    CHI-http://www.chi2011.org/
  • 27. Thank You…