Links on Usability Engineering

The User-Reported Critical incident Method for Remote Usability Evaluation

Because of this vital importance of critical incident data and the opportunity for users to capture it, the over-arching goal of this work is to develop and evaluate a remote usability evaluation method for capturing critical incident data and satisfying the following criteria:

  • tasks are performed by real users
  • users are located in normal working environments
  • users self-report own critical incidents
  • data are captured in day-to-day task situations
  • no direct interaction is needed between user and evaluator during an evaluation session
  • data capture is cost-effective
  • data are high quality and therefore relatively easy to convert into usability problems

Several methods have been developed for conducting usability evaluation without direct observation of a user by an evaluator. However, none of these existing remote evaluation methods (nor even traditional laboratory-based evaluation) meets all the above criteria. The result of working toward this goal is the user-reported critical incident method, described in this thesis.

The User-Reported Critical incident Method for Remote Usability Evaluation (PDF, 1.8 MB)

Preference and Desirability Testing: Measuring Emotional Response to Guide Design

An important role of visual design is to lead users through the hierarchy of a design as we intend. For interactive applications, a sense of organization can affect perceived usability and, ultimately, users’ overall satisfaction with the product.

What stakeholders should be able to say is, “We should go with design C over A and B, because I feel it evokes the right kind of emotional response in our audience that is closer to our most important brand attributes.”

Opinion- There Is No Mobile Internet

It’s time to stop thinking about the Internet and online communication in the context of a device, be it desktop, tablet or mobile. Advances by Google and Apple have heightened consumer expectations, which now require stricter focus from us to create seamless online communications — communications that work everywhere and that get their point across. We need to embrace a device-agnostic approach to communicating with connected consumers and forget the idea of a “mobile Internet”. There is only One Web to experience.

There Is No Mobile Internet

The Mobile Playbook from Google

Mobile is more central to business success than ever before. Most executives know this, but they get hung up on exactly what to do and how to do it.

Google’s now second edition of The Mobile Playbook offers the latest best practices and strategies for winning in mobile, like how to address the price transparency challenge and face showrooming head on, the age-old question of when to build a mobile website and when to build a mobile app, and what it really means to build multi-screen marketing campaigns.

The Mobile Playbook

Usability and User Experience Surveys

According to Perlman (2009), “Questionnaires have long been used to evaluate user interfaces (Root & Draper, 1983). Questionnaires have also long been used in electronic form (Perlman, 1985). For a handful of questionnaires specifically designed to assess aspects of usability, the validity and/or reliability have been established, including some in the [table below].”

This wiki has a list of generic usability survey instruments that can be adapted to specific websites. Often, it is good enough to replace the word “system” by “web site”. There are more than 15 questionnaires listed here.

Usability and user experience surveys

How Pocket Built a Research Lab for Mobile App Testing in Just a Few Hours

You’re ready to run a user study for your product. You’ve learned how to recruit participants, write an interview guide, interview people, and summarize results. But there’s just one problem: you don’t have access to a research lab. Learn how Pocket built a lightweight research lab for mobile app testing in their office.

How Pocket Built a Research Lab for Mobile App Testing in Just a Few Hours

Questionnaires in Usability Engineering- A List of Frequently Asked Questions

The list on this page is a compilation of the questions the author has gotten on the use of questionnaires in usability engineering. Questions include:

  • What is a questionnaire?
  • Are there different kinds of questions?
  • What are the advantages of using questionnaires in usability research?
  • What are the disadvantages?
  • How do questionnaires fit in with other HCI evaluation methods?
  • What is meant by reliability?
  • What is meant by validity?
  • Should I develop my own questionnaire?
  • What’s wrong with putting a quick-and-dirty questionnaire together?
  • Factual-type of questionnaires are easy to do, though, aren’t they?
  • What’s the difference between a questionnaire which gives you numbers and one that gives you free text comments?
  • Can you mix factual and opinion questions, closed and open ended questions?
  • How do you analyse open-ended questionnaires?
  • What is a Likert-style questionnaire? One with five response choices to each statement, right?
  • How can I tell if a question belongs to a Likert scale or not?
  • How many response options should there be in a numeric questionnaire?
  • How many anchors should a questionnaire have?
  • My respondents are continually complaining about my questionnaire items. What can I do?
  • What other kinds of questionnaires are there?
  • Should favourable responses always be be checked on the left (or right) hand side of the scale?
  • Is a long questionnaire better than a short one? How short can a questionnaire be?
  • Is high statistical reliability the ‘gold standard’ to aim for?
  • What’s the minimum and maximum figure for reliability?
  • Can you tell if a respondent is lying?
  • Why do some questionnaires have sub-scales?
  • How do you go about identifying component sub-scales?
  • How much can I change wordings by in a standardised opinion questionnaire?
  • What’s the difference between a questionnaire and a checklist?
  • Where can I find out more about questionnaires?

Questionnaires in Usability Engineering- A List of Frequently Asked Questions

Five Critical Quantitative UX Concepts

As UX continues to mature it’s becoming harder to avoid using statistics to quantify design improvements… Here are five of the more critical but challenging concepts. We didn’t just pick some arbitrary geeky stuff to stump math geeks (or get you an interview at Google). These are fundamental concepts that take practice and patience but are worth the effort to understand.

  1. Using statistics on small sample sizes: You do not need a sample size in the hundreds or thousands or even above 30 to use statistics. We regularly compute statistics on small sample sizes (less than 15) and find statistical differences.
  2. Power: Power is sort of like the confidence level for detecting a difference—you don’t know ahead of time if one design has a higher completion rate than another.
  3. The p-value: The p-value stands for probability value. It’s the probability the difference you observed in a study is due to chance.
  4. Sample Size: Sample size calculation remains a dark art for many practitioners. There are many counterintuitive concepts, including power, confidence and effect sizes. One complication is that there are different ways to compute sample size. There are basically three ways to find the right sample size for just about any study in user research- problem detection, comparing and precision.
  5. Confidence intervals get wider as you increase your confidence level: The “95%” in the 95% confidence interval you see on my site and in publications is called the confidence level. A confidence interval is the most plausible range for the unknown population mean. But you can’t be sure an interval contains the true average. By increasing our confidence level to 99% we make our intervals wider. The price for being more confident is that we have to cast a wider net.

Usability and Customer Loyalty- Correlation Between NPS and SUS

We all want higher customer loyalty, so knowing what “levers” move the loyalty-needle is important. If you can make changes that will increase loyalty, then increased revenue should follow. So, do improvements in usability increase customer loyalty?

To find out, Jeff Sauro took one of the more popular measures of perceived usability, the System Usability Scale (SUS) [PDF] and performed a regression analysis against Net Promoter scores. In total, he examined responses from 146 users from about a dozen products such as rental car companies, financial applications and websites like The data come from both lab-based usability tests and surveys of recent product purchases where the same users answered both the SUS and Net Promoter question.

He found that the Net Promoter score and SUS have a strong positive correlation of .61, meaning SUS scores explain about 36% of the variability in Net Promoter Scores. The regression equation is:

NPS = 0.52 + 0.09(SUS)

So a SUS score of a 70 will generate an approximate Net Promoter Score of about a 7 and a SUS score of at least an 88 is needed to be a promoter (9+).

Does Better Usability Increase Customer Loyalty? Correlation Between the Net Promoter Score and the System Usability Scale (SUS)

Breaking Down the Silos: Usability Practitioners Meet Marketing Researchers

Being a consultant with experience in both traditional marketing research and user experience and usability gives the author a unique perspective on a broad range of issues relating to customer experience. Not only does he have a good idea of what the other discipline does, he is also a practitioner of the other discipline.

However, in attempting to play both roles at once, he often finds that client companies keep these two disciplines locked up in separate silos—usability research within IT and marketing research within the Marketing Services department. This can have a serious impact on the sharing of information relating to customer experience.

Breaking Down the Silos: Usability Practitioners Meet Marketing Researchers