This document discusses usability and user-centered analysis. It defines usability as the effectiveness, efficiency, and satisfaction with which users can complete tasks. It discusses quality components of usability and the user-centered design process. The document also provides examples of case studies analyzing the usability of websites for Wachovia bank and Wells Fargo bank. Finally, it discusses measures for calculating the return on investment from user-centered design improvements.

1. IVETTE LITT, IA – CUA
T: 804 334 7163
USABILITY
&
USER CENTER ANALYSIS
1 VDOT ITD © 2012
Sunday, November 25, 12

2. IVETTE LITT, IA - CUA
T: 804 334 7163
How the customer How the Project How the Analyst How the Programmer How the Business
explained it Leader presented it wrote it Consultant described it
understood it
How the project What operations How the customer How it was What the customer
was documented installed was billed supported really needed
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3. What is Usability
IVETTE LITT, IA - CUA
T: 804 334 7163
• Usability
is
the
effec$veness,
efficiency
and
sa$sfac$on
with
which
specific
users
can
achieve
a
specific
set
of
tasks
in
a
par4cular
environment.
• iso
9241
VDOT ITD © 2012
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4. IVETTE LITT, IA - CUA
T: 804 334 7163
Quality components:
© 2012
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5. IVETTE LITT, IA - CUA
T: 804 334 7163
What is User Centered Design
© 2012
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6. IVETTE LITT, IA - CUA
T: 804 334 7163
Usability Process
© 2012
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7. IVETTE LITT, IA - CUA
T: 804 334 7163
Sample Case Study- Wachovia
© 2012
Sunday, November 25, 12

8. IVETTE LITT, IA - CUA
T: 804 334 7163
Sample Case Study- Wachovia
• "Naming convention" in main sections DO NOT use departments
organizational charts.
• Main Menu is NOT DEFINED in the "Home page"
• Access e-banking LOCATED ON left hand.
• Branch Finder
• Searches, offer "tips" but NOT RESULTS
• Focused on Personal Banking (strategy according to the bank)
• NO safety notes of possible "scam"
• Accessibility services (link above)
• Information about the Bank (see below)
• Languages
• Rates are present
• Advertising: Banners very clean, defined format, are invited to direct and
user to apply
• As for navigation could say it is not very clear.
© 2012
Sunday, November 25, 12

9. IVETTE LITT, IA - CUA
T: 804 334 7163
Sample Case Study- Wachovia
© 2012
Sunday, November 25, 12

10. IVETTE LITT, IA - CUA
T: 804 334 7163
Sample Case Study- Now Wells Fargo
• Main Menu clean and clear, defined by type of users/customers
• Same as for naming convention, which seeks oriented user
• Access e-banking also located on left hand. but has Demo
• Strong and defined e-banking orientation
• Search results are categorized by the type of customer
• Safety notes on "phishing prevention"
• Direct access to order products or services
• Rates are present and provides alerts regarding rates for mortgages
• Option of different languages
• Advertising: Banners format defined, are direct and invite the user to
implement. are divided by areas (Personal, Small Business, Commercial)
• In terms of design, the internal pages could be improved.
© 2012
Sunday, November 25, 12

11. IVETTE LITT, IA - CUA
T: 804 334 7163
ROI for User Centered Design
VDOT ITD © 2012
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12. IVETTE LITT, IA - CUA
T: 804 334 7163
ROI Measures
ROI
MEASUREMENT CRITERIA
1-­‐
Decrease
in
drop-­‐off #
of
people
of
%
reduc4on
2-­‐
Decrease
in
#
of
calls
to
help
desk #
or
%
3-­‐
Reduc4on
in
training #
of
days
or
hours
reduced
4-­‐
Increase
in
usage #
of
people,
#
of
sessions
or
%
increases
5-­‐
Savings
of
employees
4me #
of
minutes/
hours
mul4plied
by
labor
rate
6-­‐
Savings
of
Programmer’s
#
of
minutes/
hours
mul4plied
by
labor
rate
4me
7-­‐
Error
reduc4on #
or
%
or
resul4ng
$$
amount
© 2012
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