1. A Case Study of User Experience
Testing for High-Functionality
Applications
Elizabeth Rosenzweig, Bentley University
Christopher Fry, MIT
Henry Lieberman, MIT
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2. Project Summary
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Purpose: To solve the problem of creating an easy-to-learn user
experience for a complex system
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Goals :
‒ Build a strong user experience for complex system: Justify
‒ Create a UX process for complex systems that is extensible
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Objectives:
‒ Understand how people learn complex computer systems
‒ Understand how to teach people to use complex computer
systems
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3. Timeline
Summer 2013- UX work began on Justify
August 2013
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Expert review
Wireframes produced
Prototype revised
September
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User Studies
Prototype Revised
October 2013
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Face of Finance Conference workshop
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4. HCI Best Practice Solution
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UX designers from Bentley University ran several evaluations
on Justify, an intelligent high functionality prototype developed
at the Media Lab MIT .
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Lean UX methodologies were used to provide early feedback
to developers
‒ Cognitive and Heuristic Walkthrough
‒ Iterative and Participatory Design
‒ User Studies
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Findings were useful when they specifically identified severity
and frequency of issues
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5. Stakeholders
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6. Project Requirements
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Functional
‒ System must perform high level reasoning to facilitate
rational deliberation
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Organizational
‒ Cross functional team collaborated between Media
Lab MIT and UXC Bentley University
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Usability
‒ System shall be easy to use and easy to learn
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7. Technical Requirements
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8. Research Methods
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Lean UX
Cognitive and Heuristic Walkthrough
Participatory Design
Iterative Development
User Studies
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9. Lean UX
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Goal driven and outcome focus methodology
Focus on solving the right problem
Quick turnaround of data and prototype
Collaboration between UX designers and developers
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10. Cognitive and Heuristic Walkthrough
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Expert Review with heuristics
Findings
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Call to action not clear
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Number of functions initially presented to user exceeds their cognitive
load
Directions and help need to be tailored to high functionality intelligent
system
Recommendations
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Provide Home page
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Provide choices for help, i.e. video, tutorial, learning by exploration
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11. Participatory Design
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Participatory Design (PD), also known as Cooperative
Design, actively involves all stakeholders in design
process
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PD was performed twice
‒ Once after Cognitive Walkthrough
‒ Once after User Test
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Developer and UX Designer walked through task on
prototype, working through usability issues and creating
solutions for new design
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12. Iterative Development
Test
Develop
Prototype
Anaylze
Test data
Re/Design
• Design solutions incorporated into new revisions of the
prototype
• The prototype was revised (Re/Design phase in above
diagram) after each Participatory Design session
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13. User Test
• Six participants were tested two days at the Bentley University,
User Experience Center (UXC)
• Test sessions were one-on-one and lasted approximately 60
minutes.
• Sessions were digitally recorded.
• The test facilitator followed a structured test script.
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14. User Test: Study Structure
The study was conducted in three parts:
Part One: Participants were asked a set of background
questions.
Part Two: Participants completed a set of tasks.
Part Three: Participants were asked follow-up questions to
share their overall impressions of the Justify software.
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15. User Test Findings
• Overall, participants felt that Justify was a highly powerful and
potentially useful system.
• Participants had trouble with the erminology.
• Providing help that is not in the context of a specific task kept
the participants disconnected from the system and made
learning the system unnecessarily difficult.
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16. User Test findings continued
Participants were unclear on concepts:
• Discussion vs. point
• Group decisions vs. individual decisions.
• What's happening "underneath the hood."
• What "value" means or how to use it.
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17. User Test findings, continued
None standard interaction, noe of the usual affordances
were provided
• Right click on a point to add, delete, edit accounts.
• Click on "no subpoints" under a point to add a new subpoint.
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18. UX Research Recommendations
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Consider creating a closer connection between learning and doing within
Justify. If learning is incorporated into part of the experience, participants
who start by exploring the system will learn the program in a way that is
consistent with their expectations.
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Consider providing help through the interface, particularly in the
context of a specific task they're working on.
Consider providing an index to help topics, allowing users to find the
information they need in a nonlinear way.
Since participants had no sense of home, or how to get back to their
home screen. Consider re-orienting the landing page for the users by
providing a more graphical/less text hierarchy/ folder system as the
visual key to navigating the system.
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19. User Test Recommendations
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Change and clarify terminology to make the difficult concepts easier to
grasp
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Discussion vs. point
Group decisions vs. individual decisions.
Private and public folders
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Consider a tiered or chunked approach to showing users what's
happening "underneath the hood." which includes “Just in time”
information
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Since terminology, such as discussion and points, are confusing to
participants, consider further research regarding these specific terms and
how they match up with the mental model of users in regard to decision
making.
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20. Pre-Beta Prototype
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21. Prototype V2 Home Page
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22. Prototype V2 Start Page
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23. Justify Prototype
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The Justify Beta prototype can be found at
http://justify-app.appspot.com/
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24. Challenges
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Technical development- not enough resources
Team‒ Not co-located, forced more planning to allow
collaboration to work more smoothly
‒ UX designers and developers had very different point
of view and priorities for outcomes
‒ Some stakeholders did not see the value was in doing
UX work on such an early stage prototype
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25. Challenges
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Once the issues were identified, the team worked more
closely together relying on in-person phone calls and
meetings instead of email and reports to convey
important information
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Several meetings included participatory design
principles, allowing for better collaboration between team
members
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26. Results of Our Team’s Efforts
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The good
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Lean UX, with collaboration and quick turnaround of user data, is perfect for
early stages research
Developers watching users interact with their system is priceless
The bad
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Even experienced computer users have limited cognitive load
Not everyone learns the same way, so the different learning styles must be
integrated
The ugly
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Intelligent high functionality systems present more options then the user can
understand. If not properly presented, the system can appear to be an
unusable low functionality system.
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27. Conclusions
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When designing high functionality intelligent systems,
always work closely with UX designers to make sure you
are including the user point of view and mental model
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Do not use long reports or presentations for developers
that do not prioritize usability issues or provide
actionable recommendations
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Use Lean UX methods to get the best outcome as it
most closely aligns with a good design practice,
including close collaboration between developers and
UX designers
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28. Thank You!
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Questions
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