service quality & usability

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service quality & usability

  1. 1. e-se rvice quality red a course prepa r by yves pigneu spired presentation in lds by Garr Reyno
  2. 2. e-business se rvice design scenario & storytelling ta sk analysis p rototyping vice quality & usability !ser busi ness process ation bluepr int & visualiz service pr oductivity servic e compliance bu siness model value cha in & network l innovation service & b usiness mode
  3. 3. the desig ner’s toolk it ...
  4. 4. parti cipati ng ...
  5. 5. service quality ^ u sab ility
  6. 6. ? to define se rvice quality how illustrations.fr
  7. 7. product quality www.sxc.hu/
  8. 8. object quality www.sxc.hu/
  9. 9. swiss quality
  10. 10. service quality www.sxc.hu/
  11. 11. e-service quality
  12. 12. SERVICE
  13. 13. QUALITY
  14. 14. ^ e-service quality l. Z eithaml et a according to “ can be defined as the extent to which a Web site facilitates efficient and effective shopping, purchasing, and ” delivery of products and services.
  15. 15. usability ^ according & Carrol l to Ross on “ The extent to which a system with given functionality can be used by specified users to achieve goals with effectiveness, and satisfaction in specified context of use. ”
  16. 16. service qu ality
  17. 17. SERVQUAL ^according to Parasuraman , Zeithaml, a nd Berry based on measured gap between consumer expectations and perceptions measured according to five service dimensions
  18. 18. GAPS MODEL according t o Parasuraman, et a ^l. knowledge gap standards gap delivery gap communication gap perception gap
  19. 19. Knowledge gap what customers ^ expect difference between company perceptions of what customers expect and what customers really expect
  20. 20. Standard gap ^ standards reflect expectations difference between company perceptions and service quality specifications
  21. 21. Delivery gap ^ performance meets standards difference between service quality specifications and actual service delivery
  22. 22. ^ Communication gap es co mmunication promis are realistic difference between service delivery and what is communicated
  23. 23. Perception gap ^ align perception and expectation difference between what customers expect of a service and what they actually receive
  24. 24. SERVICE DIMENSIONS according t o Parasuraman, et a ^l. Tangibles Reliability Responsiveness Assurance Empathy
  25. 25. e-se rvice qu ality
  26. 26. ^ e-service quality dimensions ese accordin g to Fassnacht & Ko
  27. 27. e-SERVICE DIMENSIONS accordin g to Fassnacht & Ko ^ ese ease of use appearance & quality of layout information quality & content reliability & fulfillment responsiveness & speed assurance & privacy/security
  28. 28. ease of use
  29. 29. appearance
  30. 30. information quality
  31. 31. reliability
  32. 32. responsiveness
  33. 33. assurance
  34. 34. usab ility evalu ation
  35. 35. design evaluate
  36. 36. “ success, it must provide the For an interface to be a right functionality, at the right time, in the right place, and in the right form from the user’s point of view. ” C. Wharton, et al. The Cognitive Walkthrough Method: A Practitioner’s Guide
  37. 37. Usability evaluation ac cording to R osson & Carro ^ll analysis or empirical study of the usability of a prototype or a system for providing feedback and supporting an iterative development process helps designer recognize that there is a problem, understand the problem and its underlying causes, and plan changes to correct the problem
  38. 38. Usability evaluation heuristic evaluation cognitive walk-through interview focus group survey lab experiment field study
  39. 39. heuristic evaluation
  40. 40. we will do it ... cognitive walkthrough
  41. 41. ge t users involved
  42. 42. interview
  43. 43. focus group
  44. 44. survey
  45. 45. lab experiment
  46. 46. field study
  47. 47. cog nitive wa lkthr ough
  48. 48. task experience interface cognitive walkthrough
  49. 49. task check consultation SEQ check record give request consultation document 1. SEQ 2. 3. check check who & what consultation 1.1. PAR 1.2. PAR check check check check analyst document availability accreditation 1.1.1 1.1.2 1.2.1 1.2.2
  50. 50. experience
  51. 51. interface analyst document check check number analyst ref document name title level code location give check document accreditation check availability record consultation check record help
  52. 52. scenario-based prototype cognitive walkthrough
  53. 53. scenario-based ...
  54. 54. ... prototype
  55. 55. WALKTHROUGH
  56. 56. ^ WALKTHROUGH PROCEDURE on according to Whart Define the inputs to the walkthrough Walk through the actions for each task Record critical information Revise the interface to fix the problems
  57. 57. Critical questions quot; Is the action obviously available? quot; Does the action (control) match the goal? quot; Is there appropriate feedback?
  58. 58. case analyst document number a123 ref name Cécile title level 5 code location check record help
  59. 59. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  60. 60. v ariant (1) case analyst document number a123 ref d987 name Cécile title s* level 5 code 2 location sh_1-9 check record help
  61. 61. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed ok check record help
  62. 62. v ariant (2) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed check confirm help
  63. 63. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 give document location sh_1-9 ok check record help
  64. 64. v ariant (3) case analyst RSV RS RO JT Espace périodiques document Administration ATF ATF JT Bureaux des bibliothécaires Jurisprudence 34.0.08 number a123 ref d987 Fiches juridiques Périodiques ZAG 34.0.04 Feuille fédérale 1er étage Lois 34.0.07 DROIT Périodiques B 34.2.8 Monographies 34.0.01 Ascenseur Salle de discussion name Cécile title Systèmes ... Monographies Prêt Information 34.2.9 34.3.100 Quotidiens, Dictionnaires, encyclopédies Hebdomadaires Espace documentaire Bornes Situnil level 5 code 2 Borne Photocopieurs de prêt Monographies Monographies Mélanges 34.0.05 Entrée Accès location sh_1-9 Fleuret DPB SCIENCES ECONOMIQUES DPA B Statistiques Périodiques BFSH 1 ok Hall d'entrée check record help
  65. 65. Be skeptical
  66. 66. service quality review quot; gaps quot; dimensions quot; usability
  67. 67. e-service quality review quot; ease of use quot; quality of appearance quot; information quality quot; reliability & speed
  68. 68. interface usability review quot; cognitive walk-through quot; interview & focus group quot; survey
  69. 69. cognitive walk-through review quot; task quot; user experience quot; interface & prototype

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