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Beyond Just Usability: Desirability & Usefulness Testing - UXPA 2014 - Susan Mercer

In this talk, Susan discusses several techniques that she has used to evaluate the usefulness and desirability of interfaces. The best techniques to evaluate usefulness involve open-ended interview questions regarding current processes and pain points, followed by a usability evaluation of the interface and then a reflective interview discussing the benefits and drawbacks of that solution to their personal situation.

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Beyond Just Usability: Desirability & Usefulness Testing - UXPA 2014 - Susan Mercer

  1. 1. Beyond Just Usability: Desirability & Usefulness Testing Susan Mercer, Senior Experience Researcher @susanamercer
  2. 2. Usability Testing
  3. 3. Usability = (Efficiency + Effectiveness) In a given context of use
  4. 4. Usable
  5. 5. Cute
  6. 6. Acerbic
  7. 7. Usability Desirability Usefulness
  8. 8. Usability Consistent Organized Understandable Simple Efficient
  9. 9. Usefulness Effec=ve Essen=al Relevant Helpful Suppor=ng
  10. 10. Desirability Exci=ng Fresh Friendly Encouraging Meaningful
  11. 11. Usability Desirability Usefulness
  13. 13. Open-­‐Ended Ques,oning • What do you think of…? • What is your reac,on to…? • How would you describe…?
  14. 14. Sentence Comple,on • This app makes me feel… • If I used this all day, I would… • Reading on this website is… • Compared to other apps, this app is… • I want to use this because… • I do not want to use this because…
  15. 15. Product Reac,on Cards • 118 words • 58% posi,ve • 36% nega,ve • 6% unclear • 21% synonyms with 1+ other words • Mostly posi,ve words
  16. 16. Product Reac,on Cards – Alternate List • Removed synonyms • Added opposites to create Posi,ve / Nega,ve Pairs • Compared against two other emo,onal word vocabularies for Product Appeal and Emo,ons • Marc Hassenzhahl, Darmstadt University of Technology, Germany • Geneva Emo,on Wheel
  17. 17. Annoying Costly Expected Interes=ng Poor quality Trivial Apathe=c Crea=ve Familiar Irrelevant Predictable UnaJrac=ve AJrac=ve Desirable Fast Managable Professional Uncontrollable Boring Difficult Flexible Meaningful Relaxing Understandable Busy Difficult Fragile Mo=va=ng Relevant Undesirable Calm Disappointed Fresh Nondescript Reliable Unexci=ng Cheap Discouaraging Friendly Not Secure Rigid Unimagina=ve Clean Disorganized Frustra=ng Not Valuable Sa=sfying Unimportant Clear Dull Fun Novel Secure Unnecessary CluJered Easy to use Hard to Use Obstruc=ng Simple Unpredictable Common Effec=ve High quality Old Slow Unprofessional Compelling Efficient Impersonal Op=mis=c Sophis=cated Unrefined Complex Effortless Impressive Ordinary Stable Unreliable Comprehensive Empowering Incomplete Organized Standard Unusable Confident Encouraging Incomprehensible Original Strange Unwelcoming Confusing Enthusias=c Inconsistent Overwhelming Stressful Usable Conserva=ve Essen=al Ineffec=ve Patronizing Suppor=ng Useful Consistent Excep=onal Inefficient Personal Tedious Useless Controllable Exci=ng Innova=ve Pessimis=c Time-­‐consuming Valuable Convenient Exclusive Inspiring Pleasant Time-­‐Saving Weak
  18. 18. AJrac=ve UnaJrac=ve Excep=onal Common Organized Disorganized Calm Busy Exci=ng Dull Original Ordinary Clean CluJered Exclusive Standard Personal Impersonal Clear Confusing Familiar Strange Pleasant Annoying Compelling Unimportant Fast Slow Predictable Unpredictable Comprehensive Incomplete Flexible Rigid Professional Unprofessional Confident Weak Fresh Old Relaxing Stressful Consistent Inconsistent Friendly Unwelcoming Relevant Irrelevant Controllable Uncontrollable Frustra=ng Encouraging Reliable Unreliable Convenient Difficult Fun Tedious Sa=sfying Disappointed Costly Cheap High quality Poor quality Secure Not Secure Crea=ve Unimagina=ve Impressive Nondescript Simple Complex Desirable Undesirable Innova=ve Conserva=ve Sophis=cated Unrefined Easy to use Hard to use Inspiring Unexci=ng Stable Fragile Effec=ve Ineffec=ve Interes=ng Boring Suppor=ng Obstruc=ng Efficient Inefficient Manageable Overwhelming Time-­‐saving Time-­‐consuming Effortless Difficult Meaningful Trivial Understandable Incomprehensible Empowering Patronizing Mo=va=ng Discouraging Usable Unusable Enthusias=c Apathe=c Novel Expected Useful Useless Essen=al Unnecessary Op=mis=c Pessimis=c Valuable Not Valuable
  19. 19. Reliable Accessible Appealing Confusing Comfortable Organized Professional Busy Confident Straight Forward Approachable Complex Effec=ve Understandable Efficient Dull Friendly Easy to Use Flexible Hard to Use Invi=ng Clear Helpful Impersonal Time-­‐saving Convenient Overwhelming Trustworthy Clean Boring Useful Familiar Frustra=ng Simplis=c In=mida=ng Valuable Stressful Usable Time-­‐consuming Customers Customers & Non-­‐Customers Non-­‐Customers
  20. 20. 68 67 62 42 20 22 17 31 70 60 50 40 30 20 10 0 Exis1ng Design A Design B Design C Count Number of Words Posi=ve Nega=ve
  21. 21. Exis1ng Design A Design B Design C Appealing Appealing Appealing Appealing Clean Clean Clean Clean Efficient Efficient Efficient Efficient Engaging Engaging Engaging Intui=ve Professional Professional Professional Useful Useful Useful Useful Total 9 20 16 9
  22. 22. Product Reac,on Dyads Rate on a 5-­‐point scale from Posi,ve – Nega,ve word pairs AJrac=ve ¤ ¢ ¢ ¢ ¢ UnaJrac=ve Calm ¢ ¤ ¢ ¢ ¢ Busy Clean ¢ ¤ ¢ ¢ ¢ CluJered Clear ¤ ¢ ¢ ¢ ¢ Confusing Comprehensive ¢ ¢ ¢ ¤ ¢ Incomplete
  23. 23. -­‐3.5 -­‐2.5 -­‐1.5 -­‐0.5 0.5 1.5 2.5 3.5 Discouraging Unrefined Useless Complex Irrelevant Boring Expected Unprofessional Mo=va=ng Sophis=cated Useful Simple Relevant Interes=ng Novel Professional
  24. 24. Photo Selec,on
  25. 25. LEM Tool (Susa Group)
  26. 26. Open-­‐Ended Ques,oning Sentence Comple,on Product Reac,on Cards Product Reac,on Dyads Photo Selec,on LEM Tool
  27. 27. Usability Desirability Usefulness
  29. 29. Pre-­‐Usability Interview • How do you reconcile invoices today…? • Who needs to approve these and why…? • Where do you track which claims have been processed…? • When a new pa,ent arrives, what do you do?
  30. 30. During Usability Tes,ng Watch for comments about usefulness • “Wow. This would really make it easier to reorder the same things.” • “I don’t like this. It would take me too long to do this part.” Watch for neutral reac,ons • “Eh. This is OK.” • Probe: “How would this help, or not help, you do your job?”
  31. 31. Post-­‐Usability Interview Show screens again and ask: • “How would this work for you in your job?” • “What about this works for you? What doesn’t work?”
  32. 32. TESTING METHODS Desirability Tes,ng: • Open-­‐Ended Ques,oning • Sentence Comple,on • Product Reac,on Cards • Product Reac,on Dyads • LEM Tool Usefulness Tes,ng: • Pre & Post-­‐Interview Ques,ons • Listening & Asking Probing Ques,ons
  33. 33. Thank You! Susan Mercer @susanamercer