Usability and User Research (UX2 UCD Day)
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This presentation introduces user research methods and highlights examples from case studies to demonstrate how these methods can be used. A basic guide to usability test techniques is provided including best practice and practical advice.
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Usability and User Research (UX2 UCD Day)
- 1. USABILITY AND USER RESEARCH: CASE STUDIES AND CURRENT PRACTICE Lorraine Paterson, Boon Low NeSC, University of Edinburgh User Centred Design Day 17 May 2011
- 3. “ It’s only a little problem...they’ll get over it.”
- 15. Interactive Triptych Framework “ Unless users perceive an information system as being useful at first, its ease of use has no effect in the formation of intention” ~ Szajna 1996 Szanja, B. (1996). Empirical Evaluation of the Revised Technology Acceptance Model. Management Science, Vol. 42(1) Tsakonas, G., Papatheodorou, C. (2006). Analysing and evaluating usefulness and usability in electronic information services. Journal of Information Science, 32(5)
- 16. Personas
- 21. Positive attitude To library Preference for Digital resources (e-books) Uses digital Library a lot Uses physical Library a lot Use of Classic Use of Internal resources Positive att to AB Positive att to Classic Simple search Negative attitude To library Uses digital Library little Uses physical Library little Use of External resources Use of Aquabrowser Preference for physical Resources (books) Negative att to AB Negative att to Classic Boolean search Plot each participant on every distinction scale
- 22. AquaBrowserUX Personas Identify segments, looking for groups with similar traits
- 30. Scavenger Hunt “ As part of your coursework your lecturer has asked you to read a recent presentation on the developments in fusion. Using the prototype can you find a suitable presentation published in the last 2 years?” Subject matter, where possible relevant to user’s knowledge base Task restriction, forces the user to think about narrowing their search. Also task completion indicator Making the scenario realistic so the user can relate to it
- 39. Scuba Diving Vs Snorkelling Desktop internet is like scuba diving, where the search can be immersive and invites exploration and discovery. Mobile internet use is closer to snorkelling, where shallow dipping in and dipping out of content for quick checking of key content is desired. ~ Hinman et al., 2008 Hinman, R., Spasojevic, M., & Isomursu, P. (2008). They call it surfing for a reason: identifying mobile internet needs through pc internet deprivation. In CHI '08 extended abstracts on Human factors in computing systems (pp. 2195-2208). Florence, Italy: ACM. doi:10.1145/1358628.1358652
Notas do Editor
- Just going to quickly cover some of the basics so everyone is on the same page. Then I'll provide some reasons why its important, these might hopefully help you when trying to make a positive change in your own institutions Usefulness and usability and why usefulness is just as important Then I will go through some of the methods used during our project and the impact it had and lessons we learned. I’ll be skipping pretty quickly through a lot of information so if I’m going too fast or you want to ask a question please ask as we go. If there’s time we’ll have more questions at the end.
- Often the type of thing I've heard from people over the years. Commonly this is what many service managers believe when they don't feel there is a problem but as we all know, lots of 'little' problems can quickly add up and create a bad user expeience.
- So why is usability important to all digital services? People will go elsewhere if they have difficulties using a services – already we've seen from our and other's research which points to the fact that students use a variety of resources to fulfil their needs, frequently using external resources such as Google books, scholar among others. Often students are unaware of the benefits or the full features of their university services including digital library because of usability issues such as poor signposting, complicated forms and hidden services which students are unaware of.
- Steve Krug provides a great example of why its important by illustrating the typical reservoir of goodwill each person has inside them.
- Small problems can quickly add up
- These apply across the board, regardless of the type of digital service you provide.
- Comforts – breadcrumb links, clear navigational buttons.
- This is the definition of usability from ISO, key things being effectiveness, efficiency and satisfaction.
- These are all questions you should ask when evaluating your own services and systems. Throughout user research these questions should be addressed.
- Testing can be conducted with on average 6 users but even as few as 3 if conducted regularly on a monthly basis. With three users and just one or two tasks you can evaluate a system in a couple hours once a month. Also you don't need an expensive test lab to do user research. A laptop with internet access and paper +pencil is sufficient to conduct tasks and take notes. There are also cheap recording software packages available and free trials to record each test and share your findings with others. I’m hoping I might be able to convince you all of these things so that you might go out and conduct your own user research!
- In addition to learnability, efficiency and satisfaction – utility is also important attribute to be aware of when creating and evaluating digital services. Usefulness is just as important as usability
- When we started the UX2 project we looked at theoretical frameworks which might help us to evaluate an information system in the most holistic way, ensuring that the research was thorough and robust. TAM was one model we examined. It has been around for many years and will reveal a persons intention to adopt an IS.
- Interactive Triptych Framework (ITF) was another framework we researched. It is based on TAM among other theoretical frameworks Interaction between 3 components -provides 3 evaluation approaches Interaction is affected equally by content and system characteristics Examines usefulness separately Ability of ITF to thoroughly evaluate success of DLs in a holistic manner So when we began to carry out user research, we tried to evaluate not only the usability of a system but also it’s usefulness to its users. Next are some methods which you can apply at different stages of your research to help design information systems and evaluate existing ones.
- Personas are part of the data gathering phase of research, before you test anything you ideally want to have an idea of who your typical users are. This is especially important when you are approaching a new service This is an example of the personas we created during our project.
- Data gathering system where the wide array of data and information is gathered and funnelled down into several personas which represent all the individuals involved in the data gathering. This can be done using several methods including interviews and usability testing. The primary aim it to gather data on users behaviour, goals and attitudes.
- Number of steps involved in creating personas: 1. collect qualitative data – we chose to interview a number of students and librarians 2. Collect all notes on each interview and present in a single page under different headings. We chose goals & behaviour, attitudes and personal traits 3. take each individuals interview notes and try to summaries each person using a couple lines or several bullet points. Separate out each aspect into different coloured post-it notes. These must provide an efficient summary of that person. 4. next slide...
- 4. conduct two-by-two comparisons of each interviewee. Plot each person's distinction on a scale – next slide..
- We then created a scale for each distinction identified during the two-by-two comparison and determined end points. Doing so allowed us to place each participant on the scale and directly compare them. Most variables can be represented as ranges with two ends. It doesn’t matter whether a participant is a 7 or 7.5 on the scale; but what matters is where they appear relative to other participants. The next slide provides an example of our 12 scales mapped for each of our 17 participants.
- We used coloured pens and stickers to plot each individual as well as labelling each individual as a number – this made it easier to 'eyeball' each scale and spot individuals who were close on a number of scales. Creating segments from these scales was by far the trickiest part. It's not an exact science and is open to interpretation. We initially had 6 personas which we were able to narrow further once we started designing each persona. At that stage the similarities between two personas became apparent and the argument to merge these personas was strong enough to reduce the number further.
- When designing personas include a name, photo, personal information such as their background, interests and hobbies as well as their attitudes to information seeking/ digital services etc. You can also include some of the more important scales to provide a quick overview in addition to the more detailed description. You'll get the chance to see a basic persona if you're attending the prototyping workshop this afternoon. We were unable to recruit staff and therefore did not create a persona which represented them.
- If its the first time you undertake persona development, factor in extra time to read up on the processes and get familiar with what you are required to do. Don't underestimate the amount of notes you need during the interview to use later. During the interview keep in mind the information you are looking for and ensure that you ask the right questions to get an understanding of these things i.e. information seeking behaviour.
- One-on-one observations of work practice in its naturally occurring context. [Switch to Boon's slides]
- If we go back to our definition and remind ourselves what we are looking for when we conduct a usability evaluation.
- Scavenger hunt : typical task scenarios which are useful when testing a particular area of service in the interface. The Reverse Scavenger hunt : show users the answer and ask them to find and purchase it. E.g. Image of clothing to source online. Self-generated tasks : using interview questions beforehand to help participants identify their requirements Part self-generated : ask users to bring data with them to the session and then use it to construct an ad-hoc scenario. ‘ Skin in the game’ tasks : gives users real cash to purchase something as part of the task making it as realistic as possible Troubleshooting tasks : ask the user to solve a problem
- This is an example of a scenario which we designed for our own usability tests. By adding context you provide a sense of realism. Wherever possible, try to ensure the subject matter is relevant to user (but not always the case, in which case emphasise that the participant must try to imagine themselves in this situation) Adding specific details focuses the task to the area you want to evaluate. In this example we added the detail of the type of information required. This forced the participant to think about how to screen for information published recently – hopefully using the facet navigation to do so.
- However, sometimes scavenger hunt tasks have limitations – particularly when testing search services and digital libraries.
- This is what a self generated task might look like in a test script with an example of the type of task a student might come up with.
- Self generated tasks can provided the greatest realism and therefore generate greater findings which scavenger hunt tasks might not reveal. However it also means you can't directly compare tasks between participants and is therefore not idea if you are looking to gather quantitative data (although it can be used in conjunction with other tasks which specifically collect quantitative data)
- Word choice questionnaire was a list of standard adjectives, both positive and negative. Participants were asked to tick all the words which summarised their experience and circle the top three. Morae is a usability test software which is typically used to record tests by professionals and it good at helping you edit together a highlights video to share with others. We have several edited highlights from the testing which are available to see as an example.
- Try not to interrupt participants and give them lots of time to speak – sometimes you find they say something unexpected. Hard not to be quiet and takes practice but certainly an important skill. Ask open questions which aren't closed (one word answers) or too leading. Clarify a participant's point at the end to ensure you've understood their feedback. Remember that what participants say is often different to what they do. Make a note of any discrepancies but it's not necessary to pick up participants on this.
- Too much help will only affect the results of the testing and its robustness. Tell participants that if they need help or ask a question you will be able to help them but only at the end of the task. I find that once a participant has demonstrated that they cannot complete the task and stated they would give up, you can provide pointers. This is helpful as you can gather feedback on user’s expectations.
- Guerilla is similar to ‘discount’ usability testing and makes usability testing cheaper and more accessible to everyone to undertake. Characteristics include, real environments, loose recruitment – often on the spot. Shorter test times and smaller incentive (if any) e.g. Free coffee or voucher. Not as rigorous as traditional testing, not always with representative users.
- Anyone attending IS usability testing training days here at Edinburgh? If so you may remember our tests at the end of the class.
- Useful and accurate metaphor for mobile internet use compared to desktop use. Is important to bear in mind when designing mobile web services - has impact on the type of services users are likely to want and find useful.
- During the UX2 project we created a mobile friendly version of the desktop prototype digital library. Wanted to understand how students searched for information on smaller screens and if their needs changed under different circumstances. Here was can see an example of the test environment – student searching on their phone which is hooked up to the recording equipment. Web cam positioned above phone allowed us to capture what was happening on screen – image provides example of the mobile site.
- Other mobile testing equipment include ELMO-cam which is quite expensive and commonly found in speciality test laboratories. We wanted to lower-tech and cheaper alternative which could do the job equally as good if not better. We used a ‘sled’ system which has been used and documented by others (see resources on last slide). Using this as guidance we built our own sled with the following materials. For more detailed information please read our blog titled Mobile Usability Testing http://lorrainepaterson.wordpress.com/2011/03/31/ux2-mobile-usability-testing/
- A close-up of the set-up showing the camera clipped onto the Perspex and the phone sitting in the case. A second web cam in the background was used to capture body language in picture in picture (PiP) format.
- To conclude – When undertaking mobile testing we considered two things in particular: Should we develop a website or app first? Should we ensure testing is as realistic as possible or test in a controlled environment such as a lab or office room? Research revealed that consensus of prioritising mobile websites are best. Research also revealed that realistic mobile testing does not necessarily reveal additional usability issues. Example os realistic testing includes making participants walk around obstacle course while performing tasks or making users go out while conducting tests i.e. Travel on tube train etc. - As this was a preliminary test which was intended to be first of many, the scope of the project determined that realistic testing would be too time consuming to be worthwhile at this stage. Might have been more useful closer to launch or post-launch.
- Some resources mentioned directly or indirectly during the presentation. Very worthwhile reading! I have copies of some of the mentioned books if you would like to take a look at them feel free to come up at the end/during lunch.