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99 Problem, But is this issue one?


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A method for ranking the severity of usability issues found during testing and how to prioritize them with other work.

Published in: Internet
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99 Problem, But is this issue one?

  1. 1. Who am I? • AJ Siegel • UX Consultant @ ServiceNow • Twitter: @stegel36
  2. 2. Usability Issues • Translating findings into action • Remember, our goal is a better UI • Where do we even begin? 3
  3. 3. –Voltaire “Originality is nothing but judicious imitation. The most original writers borrowed one from another.”
  4. 4. These don’t work…for me So we find an issue… 5 “I saw 3 of the 5 sessions, and this one guy got really mad when he couldn’t find the Submit button, this issue is totally a High “After facilitating all 5 sessions, I really only recall 1 person expressing frustration, lets call this a medium”
  5. 5. My Muses • Jakob Nielsen • 0 - I don’t agree that this is a usability problem at all • 4 - Usability catastrophe: imperative to fix this before product can be released • Jeff Rubin • 4 - Unusable: The user is not able to or will not want to use a particular part of the product because of the way that the product has been designed and implemented. • 1 - Irritant: The problem occurs only intermittently, can be circumvented easily, or is dependent on a standard that is outside the product's boundaries. Could also be a cosmetic problem. • Joe Dumas & Ginny Redish • 1 - Prevents Task Completion • 4 - Subtle and possible enhancements/suggestions 6 • Chauncey Wilson • 1 - Catastrophic error causing irrevocable loss of data or damage… • 5 - Minimal error. The problem is rare and causes no data loss… • Molich & Jeffries • 1 - Minor: delays user briefly. • 3 - Catastrophic: prevents user from completing their task. • Jeff Sauro • 1 - Minor: Causes some hesitation or slight irritation. • 3 - Critical: Leads to task failure. Causes user extreme irritation.
  6. 6. Can we make it less arbitrary? Let’s talk about London’s buses How do we use this concept for UX? • Identify most important tasks • Track issue frequency • Observe difficulty to overcome
  7. 7. Severity Ranking Model
  8. 8. So I start with the Critical ones first, right? • Not quite, you still have to best leverage your resources • Prioritize the most critical and “easiest” • Partner with tech to gauge Complexity 9
  9. 9. Severity-Complexity Matrix SEVERITY COMPLEXITY Critical High Medium Low Low Medium High Very High
  10. 10. How do I manage this? • Offline: Excel Template - • Web Service: (Coming Soon!) • This Presentation: 11
  11. 11. Questions?