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    service quality & usability service quality & usability Presentation Transcript

    • e-se rvice quality red a course prepa r by yves pigneu spired presentation in lds by Garr Reyno
    • e-business se rvice design scenario & storytelling ta sk analysis p rototyping vice quality & usability !ser busi ness process ation bluepr int & visualiz service pr oductivity servic e compliance bu siness model value cha in & network l innovation service & b usiness mode
    • the desig ner’s toolk it ...
    • parti cipati ng ...
    • service quality ^ u sab ility
    • ? to define se rvice quality how illustrations.fr
    • product quality www.sxc.hu/
    • object quality www.sxc.hu/
    • swiss quality
    • service quality www.sxc.hu/
    • e-service quality
    • SERVICE
    • QUALITY
    • ^ e-service quality l. Z eithaml et a according to “ can be defined as the extent to which a Web site facilitates efficient and effective shopping, purchasing, and ” delivery of products and services.
    • usability ^ according & Carrol l to Ross on “ The extent to which a system with given functionality can be used by specified users to achieve goals with effectiveness, and satisfaction in specified context of use. ”
    • service qu ality
    • SERVQUAL ^according to Parasuraman , Zeithaml, a nd Berry based on measured gap between consumer expectations and perceptions measured according to five service dimensions
    • GAPS MODEL according t o Parasuraman, et a ^l. knowledge gap standards gap delivery gap communication gap perception gap
    • Knowledge gap what customers ^ expect difference between company perceptions of what customers expect and what customers really expect
    • Standard gap ^ standards reflect expectations difference between company perceptions and service quality specifications
    • Delivery gap ^ performance meets standards difference between service quality specifications and actual service delivery
    • ^ Communication gap es co mmunication promis are realistic difference between service delivery and what is communicated
    • Perception gap ^ align perception and expectation difference between what customers expect of a service and what they actually receive
    • SERVICE DIMENSIONS according t o Parasuraman, et a ^l. Tangibles Reliability Responsiveness Assurance Empathy
    • e-se rvice qu ality
    • ^ e-service quality dimensions ese accordin g to Fassnacht & Ko
    • e-SERVICE DIMENSIONS accordin g to Fassnacht & Ko ^ ese ease of use appearance & quality of layout information quality & content reliability & fulfillment responsiveness & speed assurance & privacy/security
    • ease of use
    • appearance
    • information quality
    • reliability
    • responsiveness
    • assurance
    • usab ility evalu ation
    • design evaluate
    • “ success, it must provide the For an interface to be a right functionality, at the right time, in the right place, and in the right form from the user’s point of view. ” C. Wharton, et al. The Cognitive Walkthrough Method: A Practitioner’s Guide
    • Usability evaluation ac cording to R osson & Carro ^ll analysis or empirical study of the usability of a prototype or a system for providing feedback and supporting an iterative development process helps designer recognize that there is a problem, understand the problem and its underlying causes, and plan changes to correct the problem
    • Usability evaluation heuristic evaluation cognitive walk-through interview focus group survey lab experiment field study
    • heuristic evaluation
    • we will do it ... cognitive walkthrough
    • ge t users involved
    • interview
    • focus group
    • survey
    • lab experiment
    • field study
    • cog nitive wa lkthr ough
    • task experience interface cognitive walkthrough
    • task check consultation SEQ check record give request consultation document 1. SEQ 2. 3. check check who & what consultation 1.1. PAR 1.2. PAR check check check check analyst document availability accreditation 1.1.1 1.1.2 1.2.1 1.2.2
    • experience
    • interface analyst document check check number analyst ref document name title level code location give check document accreditation check availability record consultation check record help
    • scenario-based prototype cognitive walkthrough
    • scenario-based ...
    • ... prototype
    • WALKTHROUGH
    • ^ WALKTHROUGH PROCEDURE on according to Whart Define the inputs to the walkthrough Walk through the actions for each task Record critical information Revise the interface to fix the problems
    • Critical questions quot; Is the action obviously available? quot; Does the action (control) match the goal? quot; Is there appropriate feedback?
    • case analyst document number a123 ref name Cécile title level 5 code location check record help
    • case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
    • v ariant (1) case analyst document number a123 ref d987 name Cécile title s* level 5 code 2 location sh_1-9 check record help
    • case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed ok check record help
    • v ariant (2) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed check confirm help
    • case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 give document location sh_1-9 ok check record help
    • v ariant (3) case analyst RSV RS RO JT Espace périodiques document Administration ATF ATF JT Bureaux des bibliothécaires Jurisprudence 34.0.08 number a123 ref d987 Fiches juridiques Périodiques ZAG 34.0.04 Feuille fédérale 1er étage Lois 34.0.07 DROIT Périodiques B 34.2.8 Monographies 34.0.01 Ascenseur Salle de discussion name Cécile title Systèmes ... Monographies Prêt Information 34.2.9 34.3.100 Quotidiens, Dictionnaires, encyclopédies Hebdomadaires Espace documentaire Bornes Situnil level 5 code 2 Borne Photocopieurs de prêt Monographies Monographies Mélanges 34.0.05 Entrée Accès location sh_1-9 Fleuret DPB SCIENCES ECONOMIQUES DPA B Statistiques Périodiques BFSH 1 ok Hall d'entrée check record help
    • Be skeptical
    • service quality review quot; gaps quot; dimensions quot; usability
    • e-service quality review quot; ease of use quot; quality of appearance quot; information quality quot; reliability & speed
    • interface usability review quot; cognitive walk-through quot; interview & focus group quot; survey
    • cognitive walk-through review quot; task quot; user experience quot; interface & prototype