Introduction to Usability and its evaluation

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1 Introduction to Usability and its evaluation ~ Greg Ralph What is usability? Attributes ISO (1998) The extent to which a product can be used: by specified users to achieve specified goals with effectiveness, efficiency & satisfaction in a specified context of use. Goals are met for: The users (direct & indirect) The business The system s design: Maximises quality (e.g. task performance) Minimises cost (users & business) Provides a good experience Themes to poor usability Context was not understood Full range of users (and their needs) Use in the real-world environment Workflow No clear starting point Disjointed workflow & fragmented tasks Edison Interaction Design Page (1) of 12

2 Conversation Poor affordances (cues) Prime me for one thing, give me another Poor feedback Presentation Inconsistencies Unfamiliar language Legibility issues Poor layout Poor orientation Hidden next steps Recurrent causes Theoretical, untested assumptions The myth of the Average Person It works for me so it ll work for everyone I think they will want Task structure Task design Poor allocation of function Failing to support workflow Assumptions of user adaptability Coping with memory overload Inconsistency of design Project pressures & technology constraints Time & budget User access Specialist UI design skills within-project Vendor software (that hasn t considered Usability) Edison Interaction Design Page (2) of 12

3 Why does it matter? If you don t design for people Use is harder, slower & more error-prone Less likely to achieve your business goals Reduce costs or errors Improve use or productivity Improve IT value Acquire or maintain market share In some cases, it can cause injury or cost lives Poor usability presents risk to (in)direct users Discomfort or stress Mistakes perhaps leading to injury or death But there s no risk framework around this Usability risk isn t quantified There aren t regulations or codes of practice (beyond screen legibility, which can be hard to operationalise) Usability tends to be a craft skill Do OH&S groups know where to start? How do you evaluate usability? Principles Understand the system goals Direct users Indirect users (including the business) Adopt a usability focus think about: Real usage The broad picture Edison Interaction Design Page (3) of 12

4 Replicate real usage as best you can Users + Tasks + Environment + Tools Subject to pragmatics (e.g. time, user access, etc.) Methods Inspection techniques Temperature-taking approach quick & dirty, but with a fair degree of power. More dependent on usability expertise. Note: Research-Based Web Design and Usability Guidelines Testing & Field studies See the real issues in their context of use. More powerful simulation, with user involvement. More cost and effort. Heuristic evaluation (inspection technique) Understand the system s purpose & context e.g. user and business goals Work through your tasks (twice) Frequent and critical tasks. Follow the workflow. Identify issues through heuristics ( rules of thumb used as a spotter s guide ). Jot down thoughts, severities & solutions Your focus is looking for issues but don t forget the good things too! What does it all mean? Rate the severity of individual issues. Stand back and look at the Big Picture e.g. task completion, cumulative effects. What can be done? Edison Interaction Design Page (4) of 12

5 Communicating your findings Respect stakeholders made or chose the system. Balance remember the good bits (try & find some!) Rationale specific examples and why they matter. Hope design recommendations. Direction design priorities. Severity ratings Consider each issue in terms of its: Impact how serious is this issue if the user gets it wrong? Frequency how often is the user likely to encounter this issue (common or rare)? Persistence can users easily overcome this problem (once aware of it) or will it be something they need to work around each time? Edison Interaction Design Page (5) of 12

6 Adapted from: Gitte Lindgaard (1994) Usability Testing and System Evaluation: A Guide for Designing Useful Computing Systems (Chapman & Hall, London) Edison Interaction Design Page (6) of 12

7 Heuristics Refer to for Jakob Nielsen s original list of 10 heuristics. Heuristics Good match with my world Consistency & standards Visible system status Speak the user s language Words, phrases & concepts Not system-speak Follow real-world conventions Information in a natural & logical order Don t make me wonder Be consistent Words, situations & actions Do different things mean the same? Is this the same as before? Follow conventions of the technical platform e.g. Windows, iphone Always keep me informed What can I do here? Where can I go? What s going on? What s just happened? Feedback must be: Clear Associated with my action in time & space Provided within a reasonable time Edison Interaction Design Page (7) of 12

8 Heuristics Recognition (not recall) Flexible & efficient use User control & freedom Aesthetic & minimalist design Minimise my memory load Don t make me remember stuff (e.g. information between different areas) Make things visible Objects Actions & options Instructions should be available where needed Visible Easily retrieved Support different ways of task performance e.g. novices vs. experts Provide shortcuts Accelerators for experts Let me tailor frequent actions Emergency exits I may choose a function by mistake Give me a clearly marked exit Don t make me go through an extended dialogue Support undo & redo Appropriate allocation of function Keep it simple No irrelevant or rarely-needed information Keep it pleasant Attractive Legible & readable Edison Interaction Design Page (8) of 12

9 Heuristics Prevent errors Recover from errors Help & documentation Eliminate problems & sources of error Design carefully Check the design with users (to identify likely sources of error) Explicit destruction Let me confirm before I commit to an action Good error messages are: Clearly visible In plain language (not codes) Polite They should tell me: What & where the problem is Succinct & constructive advice (how to fix it) Don t rely on these to get me through (but I may need them) They should: Focus on my task (and not get in the way) Provide a succinct list of concrete steps Content must be: Easy to search Accurate & current In plain language Edison Interaction Design Page (9) of 12

10 Heuristics Accessibility (added to Nielsen s list) Don t discriminate against disabilities Disability Discrimination Act (1992) applies to websites Refer to the following for more information: Web Accessibility Initiative (WAI) Web Content Accessibility Guidelines (WCAG) Australian Government Web Guide References Randolph G. Bias & Deborah J. Mayhew (2005) Cost-Justifying Usability, Second Edition: An Update for the Internet Age (2 nd edition, Morgan Kaufmann) Steve Krug (2005) Don't Make Me Think: A Common Sense Approach to Web Usability (2 nd edition, New Riders) Steve Krug (2009) Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems (New Riders) Gitte Lindgaard (1994) Usability Testing and System Evaluation: A Guide for Designing Useful Computing Systems (Chapman & Hall, London) Jakob Nielsen (1994) Usability Engineering (Morgan Kaufmann) Donald A. Norman (2002) The Design of Everyday Things (Basic Book) Note: There are earlier editions it was previously called The Psychology of Everyday Things Edison Interaction Design Page (10) of 12

11 Stephen Pheasant (1996) Bodyspace: Anthropometry, Ergonomics and the Design of the Work (2 nd edition, CRC Press) Susan Weinschenk (2011) 100 Things Every Designer Needs to Know About People (New Riders) Movies that were mentioned Back to the Future Doctor Who E.T. the Extra Terrestrial The Invisible Man The Matrix Memento (for your future viewing enjoyment) The Sound of Music Thunderbirds Titanic Twins Up The Wizard of Oz Edison Interaction Design Page (11) of 12

12 My Usable Things lyrics Menus in plain sight and feedback when I click Helpful supporting that won t make me feel sick An Undo control with the joy that it brings These are a few of my Usable Things! I can do my work the way that I need to Colours used wisely, so my eyes don t bleed too Design that s consistent with layout that sings These are a few of my Usable Things! Icons with labels that say what they re doing Screens that are easy without me boo-hooing Accessible content treats users like kings These are a few of my Usable Things! When there s errors With their terrors When I'm feeling sad I simply remember my Usable Things And then I don't feel so bad! Edison Interaction Design Page (12) of 12

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