Post on 05-Dec-2014
description
Users play cards We keep score Magic results!
Carol Barnum and Laura Palmer
The Usability Center @ Southern Polytechnic
www.usability.spsu.edu
• Microsoft introduces the cards in 2002– varies their use in 2004
• A few others report in
• We get on board in 2006
• We've been crazy about them ever since
• We share what we have learned
• We give you the tools to do it yourself
Microsoft plays their hand
2usability.spsu.edu STC Summit 2011
Your presenters
Carol Barnum Laura Palmer
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ISO defines the key elements in usability
U testing gives great results for 2 out of 3
We’re here to talk about desirability
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Can’t get no…
But, we’ve tried….and we’ve tried….
SATISFACTION
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Microsoft tackles the problem
1. Faces Questionnaire
2. Product Reaction Cards
118 Cards
6 Faces
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After Microsoft?
A small oasis of reports shows variations on the theme
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We decided to give the cards a try
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How we deal
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Putting the “meta” in analysis
2006…..ongoing
Studies from a variety of industries and interfaces
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Teaching the teachers
18 cards…..17 positive, 1 negative
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Got reservations?
PRC = 93% positive + 7% negativeSUS = 82
Themes: ease‐of‐use, comprehensibility, familiarity, speed
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Calling the cable company
January41% +21% 38%‐
Neutral’s good in our industry!
Negative Neutral PositiveAnnoyingBoringDifficultDistractingFrustratingImpersonalInconsistentNot valuablePoor QualityToo technicalUncontrollable
ExpectedFamiliarSterile
AccessibleBusiness‐likeComprehensiveConvenientDesirableEasy‐to‐useHelpfulStraight‐forward
Repeated PositivesPredictable = 3Friendly = 2Usable = 2
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IVR
Six weeks later: the cable company
85% +11%4% ‐
IVR APOSITIVE NEUTRAL NEGATIVE
48% +12%40% ‐
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IVR BPOSITIVE NEUTRAL NEGATIVE
Changing planes
IVR
SUS = 8779%+ PRC
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Clear for takeoff
21% - PRC
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It’s not easy being green
International “green” initiative
March 2010 = SUS = 5242% PRC positive
October 2010 = ☺SUS = 7382% PRC positive
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March 2011 = ☺☺SUS = 96100% PRC positive
Movin’ on up
Positives: 24 50 43
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1.0 2.0 2.1
Negative choices decline to zero
Negatives: 33 11 0
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2.0 2.1 01.0
Weather or not
3 TV weather sites
0
10
20
30
40
Positive Negative PositiveNegative
PositiveNegativeStation A
Station BStation C
26/13 39/5 24/17
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“B”cause we like you
Repeats within and between
Blanks are just as telling as choices
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“C” you later
What Station B isn’t!
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C’mon…give it a try
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Our concluding thoughts
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Compare, Contrast and Combine
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Questions? Now or later?
Carol Barnum Laura Palmer
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cbarnum@spsu.edu lpalmer2@spsu.edu