Annette Priest discusses the different types of information and metrics that can be used to gain a better understanding of how metrics can provide insight into the usability of your Web site so you can determine what works and what needs to be improved.

1. Draw a True Picture of Usability by Combining Various Data Sources Annette Priest

3. “ Design is not a short-term fix. It's a long-term engagement that requires you to think about how design affects everything that touches the consumer – from product to packaging to marketing to retail to the take-home experience.” – Yves Behar

7. Usability – The Standard “ The usability of an interface is a measure of the effectiveness, efficiency and satisfaction with which specified users can achieve specified goals in a particular environment with that interface.” -- ISO 13407

11. True pictures aren’t always pretty

13. Morville’s - 3 Circles of IA

14. Morville’s Facets of UX

15. Priest’s Facets of UX Measurement

16. Listening

17. User Needs Research

19. Usability Testing

20. Usability Testing Effectiveness The accuracy and completeness with which specified users can achieve specified goals in particular environments. Efficiency The resources expended in relation to the accuracy and completeness of goals achieved. Satisfaction The comfort and acceptability of the work system to its users and other people affected by its use.

25. What customers are saying Verbatim Survey Responses “ I wanted to have the bluetooth technology for my computer and there was a compatibility problem with the software i had chosen... unfortunately I couldn’t rectify it because the version needed wasn’t listed “ “ said operating system was incompatible with options I had chosen (wanted TV tuner with XP Pro) would not let me choose another OS. Besides, I know it works because I already have it” “ Error checking is busted on XPS 210. I ask for Bluetooth . It says I have to choose an mouse option saying "bluetooth package" and then doesn't offer it on the mouse screen. Or I just couldn't find mouse options altogether. “ “ TV Tuner/Video Cart required Media Center XP, which was unavailable among Vista editions. “ “ Basic E520 computer has only 1 processor choice and not compatible memory upgrade.” Usability Majority of users didn’t understand compatibility messages and were unsure how to proceed. Though trial and error, some users discovered they must change their selections. Lost revenue and margin as some customers downgraded unnecessarily. A few users indicated they would give up and call for help or abandon their purchase process entirely. “ I'm not sure what to do at this point“ “ It was frustrating. By that point, I was saying ‘you know something I ain’t buying your server’ because I couldn't figure out exactly what it was trying to tell me what to do. “ "There should have been something indicating what you would have to change to get that particular monitor" Consistent feedback indicates need for improvement Data Verbatim categorization of e-Commerce “Most Negative Aspect of your Visit”

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