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Usability and forms, KANA Europe customer summit

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Usability, and what usability means for a form.

Presentation at the KANA Europe customer summit, October 2010.

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Usability and forms, KANA Europe customer summit

  1. 1. Usability and Forms Caroline Jarrett FORMS CONTENT KANA Customer Summit, 2010
  2. 2. © Effortmark Ltd, 2010 Caroline Jarrett is a usability consultant specialising in forms and improving content • Started Effortmark Ltd in 1994 • Working mainly with government and non-profit clients – Tax authorities in UK, USA and Australia – The Open University and other universities – Other government departments 2
  3. 3. Outline What is usability? What is usability of forms? Some top tips 3
  4. 4. © Effortmark Ltd, 2010 The Internet when it started was about creating an electronic library • Tim Berners-Lee created the world-wide web for scientists to access technical information • Other early websites said “We’re here” • They expected that users understand everything they read 4
  5. 5. © Effortmark Ltd, 2010 An early bank website was nearly all about offering information General information 5
  6. 6. © Effortmark Ltd, 2010 The first big change was in the dotcom boom We saw “internet services” starting • Websites started to – select useful information – offer downloadable forms • The web was all about – A channel to conventional services – Internet services were different and special 6
  7. 7. © Effortmark Ltd, 2010 The bank’s website in 2004; most of the page is about services General information 7
  8. 8. © Effortmark Ltd, 2010 The current challenge is about usability; users expect to do things online – easily • Users interact with many different types of site: – Their banking – Their social networks – Their shopping – Their government. • They expect to be able to do things online. • They expect it to be easy. 8
  9. 9. © Effortmark Ltd, 2010 Usability is about people doing things easily The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use (ISO 9241:11 1998) 9
  10. 10. © Effortmark Ltd, 2010 Usability testing is: asking a user to try something • As realistically as possible • To do whatever the product is for • A few extra users help (but not many more) • Using a product is different to looking at it Ginny Redish (2007) “Letting go of the words” 10
  11. 11. © Effortmark Ltd, 2010 We will try a quick usability test of HSBC’s home page from 2004 • Ask a user to try using the home page: – everyone can try it • As realistically as possible: – the best we can do in the middle of a conference presentation • To do whatever the product is for: – apply for a credit card from the bank 11
  12. 12. © Effortmark Ltd, 2010 Where do you click to apply for a credit card? 12
  13. 13. © Effortmark Ltd, 2010 Now we will try a quick usability test of HSBC’s personal home page in 2010 • Ask a user to try using the home page: – everyone can try it • As realistically as possible: – the best we can do in the middle of a conference presentation • To do whatever the product is for: – apply for a credit card from the bank 13
  14. 14. © Effortmark Ltd, 2010 Where do you click to apply for a credit card? 14
  15. 15. Outline What is usability? What is usability of forms? Some top tips 15
  16. 16. © Effortmark Ltd, 2010 What do people want to do with forms? 16
  17. 17. © Effortmark Ltd, 2010 A form is something you deal with when you’re trying to do something else. Steve Teacher “I want to set up my iPad on broadband” Kayley Full-time mum “I want to tell my gas supplier that we’ve changed bank” 17
  18. 18. © Effortmark Ltd, 2010 18
  19. 19. © Effortmark Ltd, 2010 19
  20. 20. © Effortmark Ltd, 2010 20
  21. 21. © Effortmark Ltd, 2010 21
  22. 22. © Effortmark Ltd, 2010 Will Kayley fill in the form? 22
  23. 23. © Effortmark Ltd, 2010 A form is something you deal with when you’re trying to do something else. Steve Teacher “I want to set up my iPad on broadband” Kayley Full-time mum “I want to tell my gas supplier that we’ve changed bank” 23
  24. 24. © Effortmark Ltd, 2010 24
  25. 25. © Effortmark Ltd, 2010 25
  26. 26. © Effortmark Ltd, 2010 26
  27. 27. © Effortmark Ltd, 2010 27
  28. 28. © Effortmark Ltd, 2010 Will Steve fill in the form? 28
  29. 29. © Effortmark Ltd, 2010 29
  30. 30. © Effortmark Ltd, 2010 30
  31. 31. © Effortmark Ltd, 2010 31
  32. 32. © Effortmark Ltd, 2010 32
  33. 33. © Effortmark Ltd, 2010 Will Steve fill in the form? 33
  34. 34. Outline What is usability? What is usability of forms? Some top tips 34
  35. 35. © Effortmark Ltd, 2010 Forms have three layers: relationship, conversation and appearance It’s a form because… The layer Works well if…. I’m trying to do something and that means I have to do a form Relationship Users’ goals and business goals line up It asks questions and I supply answers Conversation The questions make sense and the conversation flows It looks like a form Appearance It looks attractive and organised
  36. 36. © Effortmark Ltd, 2010 Tip #1: relationship Allow for mismatches between user and business goals 36
  37. 37. © Effortmark Ltd, 2010 Tip #2: conversation Ask questions that users can answer 37
  38. 38. © Effortmark Ltd, 2010 Tip #3: conversation Help users to find the answers 38
  39. 39. © Effortmark Ltd, 2010 Tip #4: appearance Arrange the labels and fields so that users can see which label goes with which field 39
  40. 40. © Effortmark Ltd, 2010 Tip #4: appearance Don’t put hint text inside boxes 2% http://bit.ly/dzcnpI UXmatters.com “Don’t put hints inside text boxes in web forms” 40
  41. 41. © Effortmark Ltd, 2010 Tip #4: appearance Don’t put hint text inside boxes 41
  42. 42. © Effortmark Ltd, 2010 Tip #4: appearance Don’t put hint text inside boxes 42
  43. 43. © Effortmark Ltd, 2010 Top tip that beats all other tips: Test your form with your users and their goals Steve Teacher “I want to set up my iPad on broadband” Kayley Full-time mum “I want to tell my gas supplier that we’ve changed bank” 43
  44. 44. © Effortmark Ltd, 2010 Contact details for Caroline Jarrett Effortmark Ltd 16 Heath Road Leighton Buzzard Bedfordshire LU7 3AB 01525 370379 carolinej@effortmark.co.uk www.effortmark.co.uk 44

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