Intranet Usability Testing

2,264 views

Published on

IBest practices for intranet usability evaluation and testing

Published in: Technology, Design
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
2,264
On SlideShare
0
From Embeds
0
Number of Embeds
17
Actions
Shares
0
Downloads
0
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide
  • NOBODY designs systems right the first time without usability testing. …NOBODY.
  • Slide only
  • Slide only
  • Slide only
  • You see the world based on your knowledge, interests, and language. You can never escape your context.
  • Slide only
  • Slide only
  • Slide only
  • GENERALLY, there are differences. Do they have predictable characteristics?
    We think so.
  • You have a different role in working with systems.
    You have different training.
    The results are inevitable.
  • <number>
    Human Factors International, Inc.
    Notice the “Wild” user requests.
  • It is NOT caused by stupid or uneducated users.
    In ALL cases it is the responsibility of a designer who has understood the limitations of the human SYSTEM COMPONENT.
  • Slide only
  • <number>
    Human Factors International, Inc.
    This design puts an impossible demand on the user’s memory.
    But it is a common design today.
  • Slide only
  • <number>
    Human Factors International, Inc.
    We have had a lot of success with this test. It is unique to the Web because of the persistent affordance confusion problem.
  • <number>
    Human Factors International, Inc.
  • <number>
    Human Factors International, Inc.
  • <number>
    Human Factors International, Inc.
    Don’t even think of launching a Web site without usability testing.
  • <number>
    Human Factors International, Inc.
    When you plan usability testing, test often.
    Low cost methods done early, are the mark of the professional.
    One elaborate usability test at the end of development is the mark of a neophyte.
  • One of the myths that’s being dispelled slowly is that expensive tests provide the most value.
    In fact, the value of the test has more to do with timing than with effort—the right test at the right time provides the greatest value.
    NOT doing simple and inexpensive tests early in the design process have such costly results in the long run, that their overall ROI is greater than if expensive tests were employed later in the life cycle.
  • <number>
    Human Factors International, Inc.
    This is a typical flow of usability testing for a major site. Notice it is not “one test at the end.”
  • <number>
    Human Factors International, Inc.
    This is the “acid test” of usability testing. Everything we do is focused on passing this test.
  • <number>
    Human Factors International, Inc.
    Graphic design can be expensive. In some cases usability test results have forced a nearly complete reworking of the graphics. To avoid this, run a test of a graphically-unenhanced version. Test the flow and instructions. Once these have been worked out, develop the graphics. You must test the graphics (and these can throw the user off)—but the chances of a major rework are diminished.
  • <number>
    Human Factors International, Inc.
    Graphic design can be expensive. In some cases usability test results have forced a nearly complete reworking of the graphics. To avoid this, run a test of a graphically-unenhanced version. Test the flow and instructions. Once these have been worked out, develop the graphics. You must test the graphics (and these can throw the user off)—but the chances of a major rework are diminished.
  • <number>
    Human Factors International, Inc.
    Example: P = .10 (10% of tests will reveal the problem).
    1-(1-.10)n = R.
    1-(.90)n = R.
    With 1 participant .10 probability of catching error.
    With 5 participants .41 probability of catching error.
    With 10 participants .65 probability of catching error.
    With 20 participants .86 probability of catching error.
  • <number>
    Human Factors International, Inc.
    See how a “big” problem which would trip up 50% of users, will be revealed 99% of the time—with only seven test subjects.
  • <number>
    Human Factors International, Inc.
    We will demonstrate how easy it is to test the high-level structure. Consider how quickly you could run a study like this. Consider how wonderful a method this is for us—getting free research on our site.
  • Use the card sorting technique to sort these tasks into categories
    Name each category
    Organize each category into a menu bar format
    Organize each function within the category
  • Use the card sorting technique to sort these tasks into categories
    Name each category
    Organize each category into a menu bar format
    Organize each function within the category
  • <number>
    Human Factors International, Inc.
    Key points.
    Best method: compare user evaluation with actual cost to develop.
  • <number>
    Human Factors International, Inc.
    This only works if the user...
    Has a clear economic limit.
    Is a buyer.
    Can reference a real personal budget.
  • <number>
    Human Factors International, Inc.
    If there is no natural limit, you must impose one.
  • <number>
    Human Factors International, Inc.
    Sometimes dollars don’t make any sense.
    This method only indicates which ones are on the top of the list.
  • <number>
    Human Factors International, Inc.
    This one is REALLY weak.
    You will often find every item selected as “Extremely valuable”.
    Don’t think that means you have a winner!
  • <number>
    Human Factors International, Inc.
    Before we design a single screen, we should have a plan for how the user will use the application.
    Communicate the planned task flow and brainstorm about problems.
  • <number>
    Human Factors International, Inc.
    Once you know how to do them, a walkthrough testing series can be run in a few days.
  • <number>
    Human Factors International, Inc.
    Walkthroughs should not last more than an hour.
    Limit your task selection accordingly.
  • <number>
    Human Factors International, Inc.
    Walkthroughs should not last more than an hour.
    Limit your task selection accordingly.
  • <number>
    Human Factors International, Inc.
    Cartoons are good!
    Be creative.
    Avoid detailed screen prototypes.
  • <number>
    Human Factors International, Inc.
    If every developer would just walk through the major task flows of their application to check for practicality, we would save BILLIONS.
  • <number>
    Human Factors International, Inc.
    Go from the basic objectives of the system to a task flow design.
    Know what you intend people to do.
  • <number>
    Human Factors International, Inc.
    You have just been drafted to join our walkthrough.
    Note how the instructor runs it.
    Notice body language, tone of voice, group management.
  • <number>
    Human Factors International, Inc.
  • <number>
    Human Factors International, Inc.
    You are running a brainstorming session!
    Keep it moving.
  • <number>
    Human Factors International, Inc.
    It is really easy to get bogged down in design details.
    How do you avoid this trap?
  • <number>
    Human Factors International, Inc.
    Discuss design only to understand what the user is talking about.
    Never try to make decisions on the spot.
  • Intranet Usability Testing

    1. 1. 1 Intranet Web Site Usability Testing Justice, E-Government and the Internet Conference By John Sorflaten, PhD, Certified Professional Ergonomist (CPE) Project Director 26 June, 2000 www.humanfactors.com 800-242-4480
    2. 2. 2 Why do usability testing? Types of usability testing How to test functions before designing your pages How to test your navigation scheme How to test detailed designs How to do an expert review Questions from the audience Overview
    3. 3. 3 Will Your Design Be Correct? Being smart, educated, and/or well informed does not mean your first guess will be right.
    4. 4. 4 “This ‘telephone’ has too many shortcomings to be seriously considered as a means of communication. The device is inherently of no value to us.” Western Union internal memo, 1876 The Telephone
    5. 5. 5 “The wireless music box has no imaginable commercial value. Who would pay for a message sent to nobody in particular?” David Sarnoff’s associates in response to his urgings for investment in the radio in the 1920’s The Wireless Music Box
    6. 6. 6 “I have traveled the length and breadth of this country and talked with the best people, and I can assure you that data processing is a fad that won't last out the year.” the editor in charge of business books for Prentice Hall, 1957 Data Processing
    7. 7. 7 What Works for Developers May Not be Viable for Users
    8. 8. 8 Man Held in Fire at his Psychotherapist’s Home —Los Angeles Times Los Angeles Times
    9. 9. 9 Kicking Baby Considered to be Healthy —The Burlington (VT) Free Press The Burlington Free Press
    10. 10. 10 Flier to Duplicate Miss Earhart’s Fatal Flight —The New Jersey Herald The New Jersey Herald
    11. 11. 11 Differences Between Developers and Users?
    12. 12. 12 Developers Are Not Like Users Different perspectives Different mental set Different training Different language
    13. 13. 3 Summary of Functional Preferences Developers and user representatives: – Esoteric – Powerful – Complex – Error prone – System knowledge related – Impressive Typical users: – Common – Simple – Practical – Sometimes wild
    14. 14. 14 HFI test: Testing a facility for printing tabs, only one test subject was able to complete it properly. That test subject was a rocket scientist. Survey of 2000 Adults in Oregon: Only 18% could find the time of departure of a bus on the published schedule. Why? Study in Florida: Only 22% of elderly users could use an ATM correctly. Testing
    15. 15. 15 Why Test? Find the Crayon
    16. 16. 3 Discover the User’s Experience http://www.webpagesthatsuck.com/
    17. 17. 17 NOT a button! Strong: Can NOT select underlined words “Back” and “Fore” Weak: False: Discover Affordances
    18. 18. 18 Tell test participants “Circle the things you think you can click on” Count the responses Affordance Test
    19. 19. 3
    20. 20. 3
    21. 21. 3 Use representative users Use representative tasks Testing
    22. 22. 3 Usability Testing Strategies “Discount Testing” Before coding After coding 1. Open loop – decide on one plan and implement it 2. Long loop – occasional feedback 3. Tight loop – continual feedback
    23. 23. 23 Usability Testing ROI Investment in testing Usability return on investment GUI High-Level Architecture System Integration Detailed Design High Low
    24. 24. 3 Questionnaire: value of functions Group focus: task flow practicality Performance test: high-level navigation Expert review (heuristic evaluation) Protocol simulation trial Typical Test Strategy for an Important Site Testing timeline
    25. 25. 25 Video of Detailed Design Test Select subjects to match your market segments Test the Web site—not the subject (tell them) Please “think out loud” (to learn problems) Give representative tasks (exercise site) Have time limit goals (to establish task “failure”) Revise time limit goals if subjects go over, but remain satisfied Let subject continue trial and error, until you no longer learn
    26. 26. 3 “One size fits all” instruction… “Read out loud, talk out loud, and tell me what you are thinking” Consider formal test for critical applications tighter controls task time measurement precise error tracking video record Protocol Simulation
    27. 27. 3 Follow With Satisfaction Questionnaire
    28. 28. 3 1. Test functional design, redesign, and then…. 2. Test with complete graphics and thematic material Functional Prototype (no graphics yet) Consider Two-Stage Protocol Simulation
    29. 29. 3 1-(1-P)n =R P =Probability of catching an error n =Number of subjects R =Reliability (overall chance of catching problems through testing) How Many Test Participants?
    30. 30. 3 Severe Problems Even With Few Subjects
    31. 31. 3 5: ________________ 6: ________________ 7: ________________ 8: ________________ 1: _________________ 2: _________________ 3: _________________ 4: _________________ Test of High-Level Structure Can users understand your site structure, concept, and navigational methods?
    32. 32. 32 Card Sort Test: Check “Mental Model” Create a trip Download current databases Find a location on the map Find a region on the map Find an address on the map Enter origin of a trip Enter destination of trip Enter stops along the way Find the quickest route Find the scenic route Find the shortest route One-way trip Round trip Trip Duration Dates of the trip Locate gas stations Locate food Locate rest stops Locate hotels Locate camping Locate special services Zoom in, Zoom out Change map and list views Clear the map Print the map Print the itinerary Save the trip plan Exit the application Show services on map Select services to show List of services Show itinerary Show map Set up traveler preferences Create a trip budget Show trip costs Check weather Check road construction Make emergency call Locate cool things nearby Daily meal budget Target price of gas Distance willing to travel in a day Hotel budget
    33. 33. 33 Improving Your Menu Structures Method: let users show their “mental model” by sorting cards with one option per card Will users “jump” into the middle of the site often? If so, keep high-level group names visible Research says breadth is better than depth (but we have practical limits to top-level menus) Aid comprehension of breadth with grouping of second-level menus (see next example)
    34. 34. 34 Use Meaningful Groups
    35. 35. 35 Heuristic Evaluations Best suited for advanced prototypes One or more independent reviewers perform the evaluation and consolidate findings into formal document Look for design issues that may impact product success Use a set of design guidelines Cons: Does not involve real subjects. May not find problems in task organization that may be critical to overall success. Pros: Can be done quickly. Experts will identify major problems in layout and general presentation.
    36. 36. 36 Heuristic Evaluations (continued) The system should always keep users informed about what is going on, through appropriate feedback within a reasonable amount of time. The system should speak the users’ language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order. Users often choose system functions by mistake and will need a clearly marked “emergency exit” to leave the unwanted state without having to go through an extended dialog. Support undo and redo. Visibility of system status Match between system and real world User control and freedom (Source: http://www.useit.com/papers/heuristic/heuristic_list.html) Principle Description
    37. 37. 37 Heuristics Evaluations Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions. Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Make objects, actions, and options visible. The user should not have to remember information from one part of the dialog to another. Instructions for use of the system should be visible or easily retrievable whenever possible. Accelerators—unseen by the novice user—may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions. Consistency and standards Error prevention Recognition rather than recall Flexibility and efficiency of use Principle Description
    38. 38. 38 Heuristics Evaluations Principle Description Aesthetic and minimalist design Help users recognize, diagnose, and recover from errors Help and documentation Dialogs should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialog competes with the relevant units of information and diminishes their relative visibility. Error messages that should be expressed in plain language (no codes) precisely indicate the problem and constructively suggest a solution. Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user’s task, list concrete steps to be carried out, and not be too large.
    39. 39. 39 Reviews are difficult We concentrate on the negative Every review finds “obvious” problems (that are NOT really obvious) Our focus is to ensure that Web sites: Attract users Capture their attention Provide value Encourage users to return Important reiteration: We are Web site usability experts We are not necessarily representative of actual users EPA Case Study: Expert Review
    40. 40. 40 New Initially, the new home page design seems creative and cool. It also allows immediate access to many underlying functions without numerous transactions or levels. Both things are good. However, the interface technique, being somewhat unconventional, creates a set of challenges. Of even greater concern, the underlying structure may not work well as a funnel to help users find their desired content within this far-reaching site. Current Within the existing Web site, inconsistencies in the high-level architectures of sub-sites, as well as inconsistent design details, require users to learn many different sites within www.epa.gov. The site has a wealth of important information, but users may not be able to find it all, or to find it within a reasonable amount of time. Recommendations to improve the usability of the site will be discussed. New Home Page
    41. 41. 41 Current design has very little dynamic information to catch the user’s attention. New Home Page Only a few words of news Consider providing more hot news and ideas on the home page.
    42. 42. 42 Current design does not give an immediate hook, to draw people in to learn more. New Home Page Lots of things to select and view. Alternative: use an immediate hook, that relates to most people. Learn about YOUR Environment! Consider featuring a catchy facility on the home page.
    43. 43. 43 The example works. But it will be very hard to routinely fit a meaningful headline in the space provided. Also, you might need several headlines. New Home Page Consider enlarging the news headline area. Try to make the amount of space more flexible.
    44. 44. 44 News and Logo are logically reversed. Tell the users where they are before giving news. New Home Page We are aware of the EPA logo placement standard. However, it might be better to use the top left (like most sites).
    45. 45. 45 If “About EPA” is the top item, it is more conventional to default the top item to be selected. New Home Page Top left default as selected. Consider making “About EPA” default, or reorganizing page to put “by topic” first.
    46. 46. 46 The major breakdown for the site structure is “Explore” Vs. “Go to EPA:”. What is the difference between exploring and going? New Home Page The distinction seems very subtle Consider a primary site structure based on more concrete categories.
    47. 47. 47 The connections between the first and second-level buttons have a lot of visual noise. New Home Page Consider a cleaner graphic connection like this…
    48. 48. 48 About EPA section. Sequence is unclear. Grouping is not shown. New Home Page Consider more logical sequence and grouping. Avoid acronyms. Remove Unnecessary words. “Glossary” would be more specific and short.
    49. 49. 49 Your community section New Home Page Avoid EPA jargon. EPA jargon. What is “Envirofacts”, “Environmental Profiles”, and “EnviroMapper”?
    50. 50. 50 Why force users to go to a separate search page? A simple search facility can easily fit on the home page. New Home Page Unusually prominent placement. Suggest FAQ at bottom. Hopefully a site guide will not be needed.
    51. 51. 51 This mission statement excerpt is excellent. Obviously a lot of work went into it. Why force the user to discover it by holding the mouse over the image while not clicking? New Home Page Consider simply showing the excerpt from the mission and the link.
    52. 52. 52 Private citizen - community High school student - education Teacher - education Local official - programs Researcher - science Lawyer - regulation Engineer - technical Using Personae and Representative Tasks
    53. 53. 53 Private citizen - what is the water quality of the Chesapeake Bay and should I not swim in certain areas? High school student - what is the history of Love Canal? Teacher - can I get a lesson plan on ozone depletion and its effects? Local official - what programs to reduce air pollution exist in my area? Researcher - what are the current hot research areas being funded by EPA? Lawyer - where can I find the latest Federal Register notices dealing with guidelines for industrial releases into water? Engineer - what are the latest developments in scrubbers for fossil fuel power plants? Persona and Representative Tasks
    54. 54. 54 Used to navigate the site looking for information to answer relatively specific questions that might be posed by typical users Not exhaustive set of personae or tasks Provided enough structure to identify “show stoppers” and many examples of usable and not-so-usable design details Persona and Representative Tasks
    55. 55. 55 Starting Point for Task Walkthroughs
    56. 56. 56 Private Citizen Not particularly well organized or grouped Does this include NGOs? (yes) Why just Regions 1, 6, and 8? What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    57. 57. 57 Private Citizen So decided to try here. Different high-level architecture and design details (2 clicks {+ a scroll} from Home Page). What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    58. 58. 58 Private Citizen Is Search for CEIS or EPA? (EPA) Icons require rollovers. Not sure where to go for Chesapeake Bay. Tried Tree icon, looking for county-level data. Later realized I could have used the side bar to get to the same place. What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    59. 59. 59 Private Citizen Scrolled down to map and selected Maryland, even though I wanted information on Virginia portion too. Scrolled down to Anne Arundel County even though I wanted information on the entire Bay. What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    60. 60. 60 Private Citizen Selected surface water. Result when hit “Submit”. On a different WIN98 IE browser, got Security Alert and Internet Redirection warnings to click through. What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    61. 61. 61 Private Citizen Then selected Anne Arundel again plus surface water, hit “Submit”, and got two more of the same warnings. Resultant Table had four choices that said the same thing: UPPER CHESAPEAKE BAY 02060001 Selected one of them and got to Surf Your Watershed. Map HUC codes do not match table. Different high-level architecture and design details What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    62. 62. 62 Private Citizen Scrolled looking for information. Decided to pursue first link on page, Index of Watershed Indicators. Wasn’t sure what to make of much of these data... What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    63. 63. 63 Private Citizen “... latest overall score (October 1999, Version 1.3)…”? More serious and less vulnerable? Wasn’t sure what to make of these data. Swimming near Kent Narrows looks like a bad idea? Is downtown Baltimore really better? “...You can view STORET, fish advisories, and other IWI data as well as Envirofacts information on a watershed level. You can visit other geographical levels such as state and county…” What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    64. 64. 64 Private Citizen Wasn’t sure what to make of these data (numbers, scores, years, no benchmarks, etc.) What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    65. 65. 65 Private Citizen In conclusion, for the task of a private citizen: After about 20 “clicks” was more confused than informed Experienced several different high-level architectures and numerous detailed design differences Was concerned not only about usability, but also about utility or value of data accessed (e.g., warnings of statistical quality, no comparison numbers such as better or worse than x years ago) What is the water quality of the Chesapeake Bay and should I not swim in certain areas?
    66. 66. 66 A research-based, set of heuristics was proposed by Gerhardt-Powals (1996): 1. Automate unwanted workload - Free cognitive resources for high-level tasks - Eliminate mental calculations, estimations, comparisons, and unnecessary thinking 2. Reduce uncertainty - Display data in a manner that is clear and obvious 3. Fuse data - Reduce cognitive load by bringing together lower-level data into a higher-level summation 4. Present new information with meaningful aids to interpretation - Use a familiar framework, making it easier to absorb - Use everyday terms, metaphors, etc. 5. Use names that are conceptually related to function - Context-dependent - Attempt to improve recall and recognition Heuristics to Guide Future Design
    67. 67. 67 Heuristics to Guide Future Design 6. Group data in consistently meaningful ways to decrease search time 7. Limit data-driven tasks - Reduce the time spent assimilating raw data - Make appropriate use of color and graphics 8. Only include in the displays the information needed by the user at a given time - Allow users to remain focused on critical data - Exclude extraneous information that is not relevant to current tasks 9. Provide multiple coding of data when appropriate 10.Practice judicious redundancy (to resolve the possible conflict between heuristics 6 and 8)
    68. 68. 68 Approaches to Testing at Earlier Design Phases Task Analysis · User Profile · Task Flow · Environment High-Level Architecture · Navigational Efficiency · Self-Evidency · Window Control · Primary vs. Secondary iiInteraction Taskspace Design General Presentation Web Control Selection · Task Type · Navigation · Task Interactions · Dynamic Displays · Visual Access · Color & Wording · Layout · Typography · Icons & Metaphor · Input Device · Control Interaction · Data Format Conventions · Error Prevention 3 Phases of Web Design Task Analysis High-Level Architecture Detailed Design Usability Testing Definition of User Requirements
    69. 69. 3 Types of Function Tests (Test Your Task Definitions)
    70. 70. 3 How Much Would You Pay? (Best Test) How much would you pay for Item 1? a. $0 b. $1 - $5 c. $6 - $10 d. $11 - $20 e. $21 - $50 f. $51 - $100 g. More than $100 How much would you pay for Item 2? Etc.
    71. 71. 3 Limited Funds: Your development budget is limited to $100,000. Please allocate the budget between the following items: 1. Item One $_______ 2. Item Two $_______ 3. Item Three $_______ 4. Etc. How much would you spend on each?
    72. 72. 3 Typical approach: Please check the ten most important items. Limited Number: Which Would You Pick? Item 1 ___ Item 2 ___ Item 3 ___ … Item 30 ___ Alternative approach: Please check the ten items you would be most willing to do without.
    73. 73. 3 Please circle a number from 1 to 6 that best matches your opinion of the value of each of the following items: Rate on a Numerical Scale Item 1: Not valuable - 1 2 3 4 5 6 - Extremely valuable Item 2: Not valuable - 1 2 3 4 5 6 - Extremely valuable Item 3: Etc. Unreliable, very general, but OK with small number of subjects
    74. 74. 3 Test the Practicality of Your Task Design Is the task flow practical? Customer Service - Billing Question Register Wait 3 Weeks Return to Site Login and View Bill Will customers be willing to wait 3 weeks to resolve a billing question? Even if they don’t have to wait 3 weeks, will customers bother going to an unfamiliar site AND registering just to resolve a billing question? We think savings in customer service will only occur when users already use the site routinely (e.g., to pay bills and adjust service).
    75. 75. 3 Advantages of Walkthroughs Allow early task flow evaluation Can be set up quickly Inexpensive Evaluate competing solutions before substantial commitment of resources
    76. 76. 3 Task Selection Start with simple tasks Select a range of tasks Cover several core functions Cover area of concern
    77. 77. 3 Wilder individuals Off-beat is OK Wider range User Selection
    78. 78. 3 Create a Storyboard Outline the task flow Represent each step graphically: Basic page layout Basic functions Basic navigation Use a specific task example
    79. 79. 3 Extra Bonus! You will often find problems just by completing the storyboards
    80. 80. 3 I would like to have an alarm clock on my laptop...
    81. 81. 3 It would let me: set time set alarm turn on alarm read the time hear an alarm signal at appropriate time respond to the alarm signal (snooze or turn off)
    82. 82. 3 To set the time... You are in a hotel room You have changed time zones Battery is out and the time was lost There has been a change to daylight savings time
    83. 83. 3 Walkthrough Techniques Informal setting Present the basic structure and design Present alternatives Encourage questions Encourage comments Be flexible Be solution-oriented
    84. 84. 3 Walkthrough Pitfalls to Avoid Failing to listen Criticizing Dwelling on detailed design Being defensive Overuse of technical jargon
    85. 85. 3 Never Ask a User How They Would Design It! If they knew, they would have your job
    86. 86. 86 Medical Research Organization User complaints and outdated look drove redesign Redesign failed due to Many user types missing Content of user types unpredictable Poor navigation at document level where 84% of users entered via independent search engine
    87. 87. 87 Initial Deployment Weak The menu framework enforces a modal task flow, increasing steps to other tasks while within a task Confusing menu Client redesigned site to address user complaints National Medical Research Organization
    88. 88. 88 Redesign Without User Research New design has improved look Content divided into confusing user categories Users failed to find what they wanted Users resisted labeling themselves by these names Users got lost in the site - hard to tell where you are and where to go National Medical Research Organization
    89. 89. 89 Redesign With User Research A taskbar presents content by common user tasks Users found what they wanted quickly Consistent navigation bar on every page helps users know where they are and where they can go Meaningful, useful content available on the home page National Medical Research Organization
    90. 90. 90

    ×