Value and Politics of Usability


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Presented at the May Chapter meeting of the IIBA Hartford

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Value and Politics of Usability

  1. 1. The Value andPolitics of Usability Michael Rawlins,President, Connecticut Usability Professionals Presented May, 2011 IIBA Hartford Meeting
  2. 2. about me...- Over 25 years of Fortune 100 company experience- Institutionalized Usability practices at several companies- President, CT Usability Professionals Association- Adjunct Professor, Manchester Community College- Certified Usability Analyst (CUA)
  3. 3. what’s usability?navigation decision making
  4. 4. more definitions...Effectiveness - can users achieve their goalsEase of learning - how fast do they learn the interface orsystem constructEfficiency of use - how fast users complete tasksMemorability - short & long term memory leveragedError prevention - is there forgivenessUser satisfaction - do users like the application
  5. 5. nothing new...
  6. 6. what’s a usability test?
  7. 7. where’s the USB port?
  8. 8. people respond to software & hardware that is easy to use. Cool, but not intuitively obvious...
  9. 9. mental models?“Things should work the way we thinkthey should work...... if you break the user’s mental model -they respond negatively.”
  10. 10. what does ausability lab look like?
  11. 11. value proposition...Every dollar invested in Usability returns $10 to $100A proactive usability practice enables a company to: realize better business requirements (become strategic) establish a new value proposition (learn from the users) reinvent your software or hardware assets attract and retain target audiences
  12. 12. user experience...
  13. 13. People before Systems Nate Bolt of Bolt|Peters
  14. 14. Experience before Systems Nate Bolt of Bolt|Peters
  15. 15. Business Logic = Intuition Nate Bolt of Bolt|Peters
  16. 16. some conclusions...1. Watch five people user your web application.2. Listen to how they approach specific tasks.3. Think from the users point of view.
  17. 17. the science...
  18. 18. emerging trends
  19. 19. new tools...
  20. 20. detailed task analysis
  21. 21. what’s wrong?
  22. 22. what’s behind the emotions... the designers ability to persuade (PET design) • scarcity • reciprocity • authority • likability • commitment and consistency • social proof
  23. 23. the politics...
  24. 24. shared space...Is Usability a task for Sisyphus?
  25. 25. a typical day... “We don’t have time for usability right now.” “We don’t need you right now... maybe later.” “The project is almost done. Can you check it out?”We need partnership from the business andtechnical stakeholder community...
  26. 26. where in the lifecycle? Test early and often... throughout the entire lifecycle... Wireframe prototypes are the most cost effective asset to test the more unfinished looking the better live sites and applications can be tested test without constraints (explore the ideal)
  27. 27. what we all lose...
  28. 28. Task Completion (Productivity Increase)
  29. 29. Self-Service (Reliance on Help Desks)
  30. 30. conclusions...
  31. 31. suggested reading...
  32. 32. questions?
  33. 33. thank you...