Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. User Experience Re-Mastered Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. Mobile Technology for Children: Designing for Interaction and Learning Edited by Allison Druin Effective Prototyping with Excel Nevin Berger, Michael Arent, Jonathan Arnowitz, and Fred Sampson Web Application Design Patterns Pawan Vora Evaluating Children’s Interactive Products: Principles and Practices for Interaction Designers Panos Markopoulos, Janet Read, Stuart MacFarlane, and Johanna Hoysniemi HCI Beyond the GUI: Design for Haptic, Speech, Olfactory and Other Nontraditional Interfaces Edited by Phi Kortum Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics Tom Tullis and Bill Albert Moderating Usability Tests: Principles and Practices for Interacting Joseph Dumas and Beth Loring Keeping Found Things Found: The Study and Practice of Personal Information Management William Jones GUI Bloopers 2.0: Common User Interface Design Don’ts and Dos Jeff Johnson Visual Thinking for Design Colin Ware User-Centered Design Stories: Real-World UCD Case Studies Carol Righi and Janice James Sketching User Experiences: Getting the Design Right and the Right Design Bill Buxton Text Entry Systems: Mobility, Accessibility, Universality Scott MacKenzie and Kumiko Tanaka-ishi Letting Go of the Words: Writing Web Content that Works Janice “Ginny” Redish Personas and User Archetypes: A Field Guide for Interaction Designers Jonathan Pruitt and Tamara Adlin Cost-Justifying Usability Edited by Randolph Bias and Deborah Mayhew User Interface Design and Evaluation Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha Rapid Contextual Design Karen Holtzblatt, Jessamyn Burns Wendell, and Shelley Wood Voice Interaction Design: Crafting the New Conversational Speech Systems Randy Allen Harris Understanding Users: A Practical Guide to User Requirements: Methods, Tools, and Techniques Catherine Courage and Kathy Baxter The Web Application Design Handbook: Best Practices for Web-Based Software Susan Fowler and Victor Stanwick The Mobile Connection: The Cell Phone’s Impact on Society Richard Ling Information Visualization: Perception for Design, 2nd Edition Colin Ware Interaction Design for Complex Problem Solving: Developing Useful and Usable Software Barbara Mirel The Craft of Information Visualization: Readings and Refl ections Written and edited by Ben Bederson and Ben Shneiderman HCI Models, Theories, and Frameworks: Towards a Multidisciplinary Science Edited by John M. Carroll Web Bloopers: 60 Common Web Design Mistakes, and How to Avoid Them Jeff Johnson Observing the User Experience: A Practitioner’s Guide to User Research Mike Kuniavsky Paper Prototyping: The Fast and Easy Way to Design and Refi ne User Interfaces Carolyn Snyder The Morgan Kaufmann Series in Interactive Technologies Series Editors: Stuart Card, PARC; Jonathan Grudin, Microsoft; Jakob Nielsen, Nielsen Norman Group Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. User Experience Re-Mastered Your Guide to Getting the Right Design Edited by Chauncey Wilson AMSTERDAM • BOSTON • HEIDELBERG • LONDON NEW YORK • OXFORD • PARIS • SAN DIEGO SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Morgan Kaufmann Publishers is an imprint of Elsevier Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. Morgan Kaufmann Publishers is an imprint of Elsevier. 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA This book is printed on acid-free paper. ϱ © 2010 by Elsevier Inc. All rights reserved. Chapter 1 was originally published in Usability Engineering, by Jakob Nielsen (Elsevier Inc. 1993). Chapter 2 was originally published in Usability for the Web: Designing Web Sites that Work, by Tom Brinck (Elsevier Inc. 2002). Chapter 3 was originally published in Understanding Your Users: A Practical Guide to User Requirements Methods, Tools, and Techniques, by Catherine Courage and Kathy Baxter (Elsevier Inc. 2005). Chapter 5 was originally published in Sketching User Experience: Getting the Design Right and the Right Design, by Bill Buxton (Elsevier Inc. 2007). Chapter 6 was originally published in The Persona Lifecycle: Keeping People in Mind Throughout Product Design, by John Pruitt and Tamara Adlin (Elsevier Inc. 2006). Chapter 7 was originally published in Effective Prototyping for Software Makers, by Jonathan Arnowitz, Michael Arent, and Nevin Berger (Elsevier Inc. 2006). Chapters 8, 9, 11, 12 were originally published in User Interface Design and Evaluation, by Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha. Copyright © The Open University 2005. Chapter 10 was originally published in Observing the User Experience, by Mike Kuniavsky (Elsevier Inc. 2003). No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission in writing from the publisher. Details on how to seek permis- sion, further information about the Publisher’s permissions policies and our arrangements with organizations such as the Copyright Clearance Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions. This book and the individual contri- butions contained in it are protected under copyright by the Publisher (other than as may be noted herein). Notices Knowledge and best practice in this fi eld are constantly changing. As new research and experience broaden our understanding, changes in research methods, professional practices, or medical treatment may become necessary. Practitioners and researchers must always rely on their own experience and knowledge in evaluating and using any information, methods, compounds, or experiments described herein. In using such information or methods they should be mindful of their own safety and the safety of others, including parties for whom they have a professional responsibility. To the fullest extent of the law, neither the Publisher nor the authors, contributors, or editors, assume any liability for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions, or ideas contained in the material herein. Library of Congress Cataloging-in-Publication Data User experience re-mastered: your guide to getting the right design/edited by Chauncey Wilson. p. cm. ISBN 978-0-12-375114-0 1. User interfaces (Computer systems)—Design. 2. Human-computer interaction. 3. Web sites—Design. I. Wilson, Chauncey. QA76.9.U83U833 2009 006.7—dc22 2009028127 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library. ISBN: 978-0-12-375114-0 For information on all Morgan Kaufmann publications, visit our Web site at www.mkp.com or www.elsevierdirect.com Printed in Canada. 09 10 11 12 13 14 15 16 5 4 3 2 1 Typeset by diacriTech, Chennai, India Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. v Contents CONTRIBUTORS xiii PART 1 ● Defi ning Usability 1 CHAPTER 1 What Is Usability? (Jakob Nielsen) 3 Usability and Other Considerations 4 Defi nition of Usability 6 Learnability 7 Effi ciency of Use 9 Memorability 9 Few and Noncatastrophic Errors 10 Subjective Satisfaction 11 Example: Measuring the Usability of Icons 14 Usability Trade-Offs 17 Categories of Users and Individual User Differences 18 End Notes 22 CHAPTER 2 User Needs Analysis (Tom Brinck, Darren Gergle, and Scott D. Wood) 23 Introduction 24 The Objectives of User Needs Analysis 24 Setting Your Objectives 25 The Stakeholders 25 Business Goals 28 User Goals 28 Defi ne the Usability Objectives 28 Defi ne the Functional Specifi cations 30 Background Research 31 Surveys 32 What to Ask About 32 How to Structure the Survey Responses? 33 Sampling 37 Avoiding Bias 41 Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. Contents vi When to Use Surveys 43 Competitive Analysis 43 Interviews and Focus Groups 46 Conducting the Interview or Focus Group 46 Organizations 49 Preparing for an Interview or Focus Group 49 Focus Groups 51 When to Conduct Interviews and Focus Groups 53 Informed Project Objectives 53 Task Analysis 53 What is Task Analysis? 54 Task Analysis for Web Site Design 56 Use Cases 57 Hierarchical Task Analysis 58 User-Level Goals and Procedures 58 Platform-Level Goals and Procedures 58 Application-Level Goals and Procedures 59 Understanding the Tasks and Their Context 59 Hierarchical Task Analysis for Web Site Design 60 Techniques for Understanding Tasks 60 Training Materials 61 Standard Operating Procedures 61 Observation 61 Interviews and Focus Groups 61 Think-Aloud Protocol 61 Instrumented Browsers 62 Contextual Inquiry 62 How Far Down Should You Decompose a Procedure? 63 A Hybrid Approach to Task Analysis 64 Start with Use Cases 64 Decompose Tasks Hierarchically 65 Determine Appropriate Technologies 66 Performance Improvements 66 Consistency 66 Brevity and Clarity 69 Combined Functionality and Fewer Server Requests 69 Example: Ineffi cient Tasks 70 Human-Error-Tolerant Design 71 Example: Error Recovery 71 Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. Contents vii CHAPTER 3 Card Sorting (Catherine Courage and Kathy Baxter) 73 Introduction 73 When Should You Conduct a Card Sort? 74 Things to be Aware of When Conducting a Card Sort 75 Group or Individual Card Sort? 75 Preparing to Conduct a Card Sort 75 Preparation Timeline 76 Identify Objects and Defi nitions for Sorting 76 Activity Materials 79 Additional Data Collected in a Card Sort 80 Players in Your Activity 82 Preparing to Conduct a Card Sort 82 Inviting Observers 83 Conducting a Card Sort 83 Activity Timeline 84 Welcome the Participants 84 Practice 84 Card Review and Sorting 84 Labeling Groups 86 Data Analysis and Interpretation 86 Suggested Resources for Additional Reading 90 Analysis with a Card Sorting Program 90 Analysis with a Statistics Package 90 Analysis with a Spreadsheet Package 90 Data That Computer Programs Cannot Handle 91 Interpreting the Results 92 Communicate the Findings 93 Preparing to Communicate Your Findings 93 Modifi cations 94 Limit the Number of Groups 94 Electronic Card Sorting 94 Suggested Resources for Additional Reading 95 Prename the Groups 95 Lessons Learned 96 Pulling It All Together 96 How Card Sorting Changed a Web Site Team’s View of How the Site Should be Organized 97 Our Approach 97 Planning and Preparing for the Card Sorting 98 Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. Contents viii The Analysis 101 Main Findings 102 What Happened to the Web site? 103 Acknowledgments 104 PART 2 ● Generating Ideas 105 CHAPTER 4 Brainstorming (Chauncey Wilson) 107 Introduction 107 When Should You Use Brainstorming? 109 Strengths of Brainstorming 110 Weaknesses of Brainstorming 110 Procedures and Practical Advice on Brainstorming 111 Variations and Extensions to Brainstorming 119 Free Listing 119 Major Issues in the Use of Brainstorming 127 Data Analysis for Brainstorming 131 What Do You Need for Brainstorming? 132 Recommended Readings 134 CHAPTER 5 Sketching: A Key to Good Design (Bill Buxton) 135 The Question of Design 136 We Are Not All Designers 140 The Anatomy of Sketching 140 From Thinking on to Acting on 149 CHAPTER 6 Persona Conception and Gestation (John Pruitt and Tamara Adlin) 155 Setting the Scene: What’s Going on in Your Organization Now? 155 What is Conception and Gestation for Personas? 156 The Six-Step Conception and Gestation Process 156 How Long Does Conception and Gestation Take? 158 How Many Personas Should You Create? 161 Persona Conception: Steps 1, 2, and 3 166 Step 1: Identify Important Categories of Users 166 Step 2: Process the Data 173 Plan Your Assimilation Meeting 177 Describe the Goal and Outcome of the Meeting 177 Identify Key Data Points (Factoids) in the Data Sources 178 Transfer Factoids to Sticky Notes 178 Post User Category Labels Around the Room 179 Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. Contents ix Assimilate the Factoids 179 Label the Clusters of Factoids 181 Step 3: Identify Subcategories of Users and Create Skeletons 182 Persona Gestation: Steps 4, 5, and 6 186 Step 4: Prioritize the Skeletons 186 Step 5: Develop Selected Skeletons into Personas 190 Step 6: Validate Your Personas 209 How to Know You are Ready for Birth and Maturation 218 Summary 219 CHAPTER 7 Verify Prototype Assumptions and Requirements (Jonathan Arnowitz, Michael Arent, and Nevin Berger) 221 Introduction 222 Prototyping Requirements are not Software Requirements 222 Transformation of Assumptions to Requirements 224 Step 1: Gather Requirements 225 Step 2: Inventory the Requirements and Assumptions 227 Step 3: Prioritize Requirements and Assumptions 228 Requirements and the Big Picture 229 Iteration 1: From Idea to First Visualization 229 Iteration 2: From Quick Wireframe to Wireframe 232 Iteration 3: From Wireframe to Storyboard 233 Iteration 4: From Storyboard to Paper Prototype 235 Iteration 5: From Paper Prototype to Coded Prototype 236 Iteration 6: From Coded Prototype to Software Requirements 238 Summary 239 PART 3 ● Designing Your Site 241 CHAPTER 8 Designing for the Web (Debbie Stone, Caroline Jarrett, Mark Woodroffe, and Shailey Minocha) 243 Introduction 244 The Lovely Rooms Hotel Booking Service 245 Domain 245 Users 245 Tasks 245 Environment 246 Technology 246 Conceptual Design 246 Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark. [...]... concepts, the users were shown the four possible icons and asked to choose the one they preferred The subjective score for an icon was the user rating for the first test and the proportion of users who preferred it for the second test Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark 15 16 User Experience Re-Mastered: Your Guide to Getting the Right Design Given the results... one can show the system to users and ask them, “How difficult do you think it would be to learn to use this?” – just don’t expect the answers to have much relation to the actual learnability of the system Even when users do have experience using a system, their subjective ratings of its difficulty are much more closely related to the peak difficulty they experienced than to mean difficulty; the most difficult... categories of users Figure 1.3 shows the user cube” of the three main dimensions6 along which users’ experience differs: experience with the system, with computers in general, and with the task domain The users’ experience with the specific user interface under consideration is the dimension that is normally referred to when discussing user expertise, and users are normally considered to be either novices... used The expert users would not be hurt by such a concession to the novices.5 Similarly, both user groups would benefit from appropriate choice of default values – experts because they would need to change the value less often Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark 17 18 User Experience Re-Mastered: Your Guide to Getting the Right Design and novices because the system... with these five usability attributes: ■ ■ ■ ■ ■ Learnability: The system should be easy to learn so that the user can rapidly start getting some work done with the system Efficiency: The system should be efficient to use so that once the user has learned the system, a high level of productivity is possible Memorability: The system should be easy to remember so that the casual user is able to return to the. .. the understandability of sets of icons was tested by showing the users entire sets of icons (one of the four sets that had been designed) Users were then given the name of an icon and a short description of what it was supposed to do and asked to point to the icon that best matched the description Users were also given the complete set of names and asked to match up all the icons with their names The. .. for the users who, by learning a few additional advanced features, sometimes would save more time over the course of their use of the system than the time it took to learn them To measure efficiency of use for experienced users, one obviously needs access to experienced users For systems that have been in use for some time, experience is often defined somewhat informally, and users are considered experienced... measure the time they need to perform some typical test tasks Alternatively, it is possible to conduct a memory test with users after they finish a test session with the system and ask them to explain the effect of various commands or to name the command (or draw the icon) that does a certain thing The interface’s score for memorability is then the number of correct answers given by the users The performance... watermark 7 User Experience Re-Mastered: Your Guide to Getting the Right Design Usage Proficiency and Efficiency 8 Focus on expert user n so r cu se Fo ice u v no Time FIGURE 1.2 Learning curves for a hypothetical system that focuses on the novice user, being easy to learn but less efficient to use, as well as one that is hard to learn but highly efficient for expert users that are only intended to be used... tempting to give up and just allow the users to customize their interfaces to suit their individual preferences However, it is not a good idea to go too far in that direction either, since users are not designers Most often, it is possible to design user interfaces to accommodate several kinds of users as long as attention is paid to all the relevant groups during the design process It is rare that . www.verypdf.com to remove this watermark. User Experience Re-Mastered Your Guide to Getting the Right Design Edited by Chauncey Wilson AMSTERDAM • BOSTON •. www.verypdf.com to remove this watermark. User Experience Re-Mastered: Your Guide to Getting the Right Design 4 Back when computer vendors fi rst started viewing users