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
\" Is the action obviously available?
\" Does the action (control) match the goal?
\" 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 \" gaps
\" dimensions
\" usability

e-service
quality
review \" ease of use
\" quality of appearance
\" information quality
\" reliability & speed

interface
usability
review \" cognitive walk-through
\" interview & focus group
\" survey

cognitive
walk-through
review \" task
\" user experience
\" interface & prototype