Everything, but
… testing
A company and process focused approach of
usability
Rita almendra Henri Christiaans
Innovation, but on what level?
Time frame
1980
1985
1990
1995
2000
Key themes and references
Production
focus
• In search of excellence (Peters & Waterman, 1982)
• Total Quality Management (TQM)
• Taguchi methods
Quality
• Just in time manufacturing (JIT)
• Downsizing
• Restructuring
• Globalised manufacturing economies of scale
Cost
• Time to Market (TIM) processes
• Extended enterprise / virtual organisations
(Davidow&Marlone,)
• Concurrent engineering
• Strategic information management
Delivery
Customer first
Customer
focus
Design
• Corporate Re-engineering (Hammer, 1993)
• Employee empowerment
• Quality Function Deployment (QFD)
• Mass customisation (Davidow& Malone,1992;Zell,97)
• User focus
• Cultural and social context
• Value added
• Differentiation
Source: Les Wynn, DMI 2000
Changing Role of Design
The Doing and
Thinking designer
Emotion product
Innovative product
Styled product
The Doing
designer
Emerging Tendencies
Standardization
Specialization
Mass Production
Mass Customization
Enriching Function
Compelling Experience
Passive Role
Strategic Role
Profit Centered
User Centered
Artificial Obsolence
Sustainability
What Is Usability?
• Usefulness
Degree to which users can successfully achieve goals/complete
tasks
• Effectiveness
Ability of users to accomplish goals with speed & ease
• Learnability
Ability to operate the system to some defined level of competence
after some predetermined amount of training
• Satisfaction
Attitude of users, including perceptions, feelings and opinions of the
product
*Booth, Paul. An Introduction to Human-Computer Interaction.
GAP
Norman (1988)
USABILITY
THEORY &
METHODS
USABILITY
PRACTICE
Project Overview
Overall research design of PhD project
User-centered design
User-centered design
User-centered design: not just testing
Testing: just do it
User-centered design
Product Development
Actors
• Coordinates development
• Sets priorities for product
Product Manager
• collects market information
• defines marketing strategy
• designs physical appearance
Market Intelligence
Industrial Designer
product development = multidisciplinary
• designs user interface
Interaction Designer
• technology and production
Development Engineer
• evaluates and improves
usability
Usability Specialist
10 (hands on) tips for user-centered
product development
1
What means
usability
to us ?
2 Why
do we actually
want this?
(define the value of usability)
3 Don’t let
designers
just ride their
hobbyhorse
4 Safe what
has been
proved to be
good
(UI ‘paradigm’, product generations,
knowledge management)
11/5/2015
5 Innovate
when it
makes sense
6
Implement
understanding
(from user research and user testing)
7 Let
designers
learn
(user tests and after-sales feedback)
8
Give designers
rich information
Information
9 Think
concept
AND
product
Making the right product,
making the product right.
(Bill Buxton)
10
Design for
Consumer
AND
User
(bron: creating passionate users)
(bron: creating passionate users)
Before and after…
Consumer
- functionality
- results
- aesthetics
- brand
- price
User
- results
- reliability
- user friendliness
Market research or usability ?
Consumer demands
Activity
Consumer Demands
buying
What, where, how,
price etc.
target groups, law
and standards,
distribution
Market research
transporting
When, how, who
usergroups
Market- & usability
research
using
Preparing, using,
storing, cleaning, …
usergroups
Usability research
pleasure
Physio, Socio,
Psycho, Ideo
cultural differences
Market- & usability
research
standards
Usability- & technical
research
safety
maintenance
….
Information /
questions
research
Usability- & technical
research
Facilitating human-centred design:
the ‘Ping-pong’ model
Brief: from management
questions to research
questions
Communication results:
conclusions and
recommendations
Monitoring
Monitoring of products available in the market to get a clear
picture of the context of use and performance of a product or
product group.
.
Inspiration
Inspiration is capturing the context of product
use; by using context mapping tools deeper insight in
peoples aspirations and needs is gained.
.
(Tuuli Matelmaki, 2005)
Exploration
Exploration is searching for what interaction and/or
relation can or should take place in using the product
and what aspects are relevant for this interaction and/or
relation.
.
Evaluation
.
Evaluation of the concept(s) of the product. This is testing
the way the different interactions/relations work out in a
qualitative way.
Verification
.
Verification will take place in a quantitative research to verify
if the, expected, interactions work in the right way.
Communication
Designers’ timescales are often pressured, due to
commercial pressures, so if research is not presented in
an usable format, it will be discarded or ignored.
Why early evaluation and testing?
• The costs to ‘repair’ mistakes:
phases
costs
Analysis & Design
$ 1,000
Implementation
$ 6,000
Source: Hawksmere - ISO seminar material
Maintenance
$ 60,000
When evaluating?
Discovery
Analysis
Elaboration
Construction
Transition
Maintenance
Target Group Analysis
Focus Group Sessions
Concept Testing
Intermediate Usability Testing
User Involvement
Active Usability Testing
Remote Usability Testing
Expert Involvement
Expert Review
Surveys
Continuous Usability Evaluation
Sample Usability Methods
•
•
•
•
•
•
•
User and Task Analyses
“Contextual Inquiry”
Observations of users in their natural setting
Focus Groups
Interviews
Expert Reviews
Usability Tests
Design-Led
Design-Led
Expert mindset
Probes
Design
and
Emotion
User-centered
Design
contextual
enquiry
Usability
testing
Human factors
and ergonomics
Lead-user
inovation
generative
tools
Participatory
Design
Dutch/Scandi
navian design
applied
ethnography
Research-LedResearch-Led
Sanders,
2002
Participatory mindset
Critical
Design
Design-Led
Design-Led
Expert mindset
Probes
Design
and
Emotion
User-centered
Design
contextual
enquiry
Usability
testing
Human factors
and ergonomics
Lead-user
inovation
generative
tools
Participatory
Design
Dutch/Scandi
navian design
applied
ethnography
Research-LedResearch-Led
Sanders,
2002
Participatory mindset
Critical
Design
Scripts
Script method (based on Alan Cooper’s
Personnas, 1998) is a clear and detailed
visualisation of the (future) usage in a way
that the designer can imagine what the
impact of the design will be.
Based on objective research material and
observations a cast of ‘archetypes of users’
and a context of use (physical and social
environment) is described.
All interactions, events and dialogues are
described and visualised in scenes and story
boards.
Scripts in practice
Development of a new combination of
products that should lead to a new ‘coffee
experience’.
Client is convinced that the ‘coffee quality’ in
combination with the ‘machine convenience’
will lead to customers satisfaction.
Client is focussed on building a strong
positive corporate and brand image.
After product release the call rates and
product failures must be almost zero.
Coffee Script
Research:
Usability and market research.
Synopsis:
Visualisation of interactions and
relations.
Target group:
Interdisciplinary design team.
Script and Storyboard:
Visualisation of the impact of the
design.
The script the client had in mind
Cast
Coffee Lover:
the perfect consumer
Coffee Drinker:
the inconstant consumer
Mr. Murphy:
what can go wrong
Coffee Lover
Personal goal: enjoy family life
• Practical goal: make a high
quality coffee at home
• Characteristics:
perfectionist, always reads
instructions, careful and
patient
Coffee Drinker
• Personal goal: impress
• Practical goal: have a
coffee at the office
• Characteristics: sceptic,
always in a hurry, never
reads instructions, rude
Mr. Murphy
• Personal goal: enjoy
without effort
• Practical goal: efficiency
when working at home
• Characteristics: clumsy,
impatient, never reads
instructions
Context
Based on consumer demands:
Environment
Coffee Lover
Coffee Drinker
Mr. Murphy
Home with
family
Office
Home, living
alone
Buying
Transporting
Placing
Storage
Dispensing
Coffee Quality
Cleaning
Standby
Maintenance
Scene 1
Scene 2
Scene 3
Scene 1: Coffee Lover gets a
Senseo Crema
•The family surprised Coffee Lover with the
Senseo Crema.
•After opening the box she carefully reads
the users manual. She checks if the system
is complete and not damaged.
•She installs the Senseo Crema in their large
kitchen, cleans it and puts it on to see if it
works.
•Within some minutes she manages (with
the help of the quick reference card) to have
her first Mild Roast.
Scene 2: Coffee Drinker's assorti
•Of course Coffee Drinker has the
whole assorti of tastes at the office.
•Right after lunch, just before he has
to leave for a meeting, he needs a
quick strong coffee. Unfortunately he
mixed up the tops of the boxes.
•Taking his first sip he is annoyed to
taste the very mild one … he
immediately wants to have another
but when he notices there is too little
water in the machine he leaves the
office in a hurry … unsatisfied.
Scene 3: Mr. Murphy gets a coffee
• He likes ‘large’ coffees, longer
satisfaction with less effort.
• When he makes his regular
large he can’t find his mock …
well the cup seems big
enough.
• He notices too late that the
cup is not big enough, not
knowing what to do he just
takes the cup away … just
lucky he didn’t burn his hands!
Scripts: a powerful tool
• Strong visualisation of (real) interactions and
consequences on relations.
• Tool for inspiration and decision making.
• Opens discussion on diversity of user- and target group.
• Pitfall: objective information becomes subjective.
Assignment
Brief
• Definir as especificações de um novo produto – barbecue
tendo em consideração os perfis dos utilizadores (à frente
apresentados)
• Ter particular atenção relativamente aos problemas “leves”
• Considerar aspectos de usabilidade que vão além das questões
técnicas de uso e abarquem questões cognitivas
• Definir os descritores da análise a ser feita
• Fazer análise SWOT
• Antecipar problemas/soluções no uso dos produtos pensados
• Mapear produto na sua complexidade de relações internas e com
o exterior
• Identificar factores chave que podem potenciar/reduzir usabilidade
e subsequente satisfação dos utilizadores
Procedimentos
•
•
•
•
•
3 grupos (pelo menos 2 pessoas cada)
De preferência 1 designer e 1 ergonomista em cada
Cada grupo trabalha um dos perfis dos utilizadores
Depois de feita a análise esta é apresentada à audiência (5 minutos)
Discussão dos trabalhos
Perfis dos utilizadores
Grupo A
Grupo B
Grupo C
. Família classe média
. Idades à volta 35 anos
. Educação universitária
. Filhos com idades inferiores a
12 anos
. Residência em apartamento
com áreas de exterior –
varandas, páteos
. Rede de amigos com perfil
idêntico
.Aptência para relação com a
natureza mediada pela
tecnologia
. Hábitos rituais de convívio
com família alargada
. Família nuclear – 2 membros
.Idade superior a 60 anos
. Nível instrução médio
. Com filhos e netos
. Funcionamento de rede de
suporte à família – rectaguarda
no apoio às crianças e outras
actividades
. Prática de reuniões regulares
com grupos de amigos –
jogos, almoços, viagens etc.
. Habitação unifamilar –
vivenda com espaço exterior
diferenciado
. Estudantes universitários
. Residência comunitária
. Rendimento baixo/médio
. Idas muito espaçadas a casa
. Espaço comum para
realização de festas/convívio
constrangimentos
Ideias/potencial
Ideias/potencial
C
Perfil C
constrangimentos
...
Perfil B
ERGONOMIA
...
B
Perfil B
Perfil C
DESIGN
(SWOT)
CENÁRIOS (VISÃO INTEGRADA) ELABORAÇÃO DE GUIÕES
Perfil A
Perfil A
A
Muito Obrigado!
[email protected]
[email protected]
www.uselog.com
product usability weblog