Agile india 1 day workshop quality in use user experience v5 for sharing

Be happy - do good - leave the world a better place than you found itIsabel Evans

Quality in Use: the beating heart of the user experience

Isabel Evans fbcs citp

[email protected]

www.isabelevans.uk


INTRODUCTION


Agenda

• Introduction and objectives• Concepts

– What is quality?– User experience– Quality in Use– Internal Quality

• UX process– Personas and context– Identify quality attributes– User stories– Interaction design– UX reviews and observation

• TX and DX• Action plans and feedback


Abstract

• Introduce and understand concepts of quality in use and user experience

• Show how to derive the user personas, contexts of use, and hence acceptance criteria and tests

• Distinguish the layers of quality; select attributes from each layer of the user experience pyramid

• Introduce 2 types of usability testing

• Discuss how we can apply the concepts to our own tools


Exercises and discussions

Think (by yourself)

Pair (with a neighbour)

Share (with the group)


Have a go…think (2mins)pair (3mins)share (1 each)

Objectives

• What are your objectives for the workshop?

– Write them down

– Share them with your neighbours

Why are you here?


WHAT IS QUALITY?

Introduction and objectives

ConceptsWhat is quality?

User experience

Quality in Use

Internal Quality

UX processPersonas and context

Identify quality attributes

User stories

Interaction design

UX reviews and observation

TX and DX

Action plans and feedback


Have a go…think (2)pair (3)share (5)10 mins

Define Quality

– Can you define quality?

– Can you give examples?

– Does your neighbour agree with you?


Garvin’s Five Quality Viewpoints

Quality

Manufacturing

Product

UserValue

Transcendent


Conspicuous mediocrity

• What is luxury?

• What is exclusiveness?

“Eight people had $1,000 to burn on a useless iPhone application…”

It’s not the same as quality…


USER EXPERIENCE (UX)



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



User experience

• “User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products.”

– Meet the needs of the customer without fuss and bother

– Simplicity and elegance of products that are a joy to own and use

Not just the interface

Not just the usability


Making life better

-example

Cyclist’s UX


What do you work with?

Head


What do you work with,when you work with UX?

Head

Heart

Gut

Soul


Start early & continue after deliveryHave / Test

ideas

Define / Test personas

Define / Test context

Write / Test stories

Define / Test design

Build / Test product

Design / Test / Do rollout

Observe / Support / Test

use

Observe/ Support / Test

follow up


X: Ignorance

A: Uncertainty

B: Awakening

C: Enlightenment

D: Wisdom –

E: Certainty

E “We know why we do not have problems with

usability”

X “We don’t have problems with usability”

A “We don't know why we have problems with usability”

B “Is it absolutely necessary to always have problems with usability?”

C “Through management commitment and improvement of human centred

processes we are identifying and resolving our problems”

D “Usability defect prevention is a routine part of our operation”Maturity


A short history of…

Work environment

Complete system

Software

In 1999…UserCenteredDesign

Usability

(other) NF attributes

Internal quality


User Experience Design (UXD)

Users’ world

Service

Complete system

Software

Quality in Use

(other) NF Attributes

Internal quality

User Experience


UXD (User Experience)

valuable useful credible findable trustworthy desirable usable accessible

immersive meaningful flowing playful seductive pleasurable

User eXperience


UX – the business imperative

“In today’s business environment, the user experience and the commercial imperatives have become overwhelmingly important. It is vital that

we understand quality in use and the user experience, in order that we focus projects

correctly.”

NB: It’s not just that we need to provide a good experience – it is also that we need to provide

excellent recovery from bad experiences


“Our software must get better”1 piece of software can be used by 1Billion people

no extra cost per personfixing software today fixes it for everyone in the world

Software tends to be mediocre:

• not much incentive to invest a lot in fixing it

• hire more people to work on it

• be ever more conservative

• in many markets, especially online, software is free.

free software built by corporations turns us

from the user into the product (Seth Godin)


The Apple lover’s choice?

“It was so beautiful I wanted to marry it…

And then it lost my calendar entries and emails”


The silver emailer’s choice?“…library is open again and – to my horror -have … up dated their computers.

So everything is just slightly different which the old girl is finding very confusing !!!!!!!!!!!!!

Am not sure what the improvement has been but it has left me struggling a wee bit…”


The service desk worker’s choice

http://blogs.ca.com/2016/01/27/moving-it-service-management-to-the-21st-century/

“Moving IT Service Management to the 21st century:

…Ethnographic research paints a sad picture of the current state of the ITSM market. …vision is to build a solution designed for humans, not processes.”

CA


The consultant doctor’s choice?“This is the clunkiest piece of technology I

have ever had to use….

I will have to ask my secretary to print your test results”


The hill farmer’s choice?

In the U.K. one farmer a week commits suicide

“… farmers … took their lives because the person who used to complete paperwork, … livestock passports or single farm payment applications, had died or moved away.”

A farmer, quoted about subsidy forms: “I usually leave it to the last minute with the paper forms because it only takes about three hours to do, but so far I have spent three days doing the online version and I am only halfway through it.”

“another eye-watering sum has been paid to technology suppliers and consultants: £154m.”


1987: The manual workers’ choice?

Manual workers: Expect to be paid on Friday at lunchtime in cash

Work remotely from headquarters

IT Staff: Monthly salary into bank

accounts

Performance of the payroll batch – did it matter?Does it matter in 2017?


We are all connected…?“Of the 49.4 million adults living within Great Britain, 1.1% have poor internet accessThis equates to 530,000 adults with limited internet speed, of which 330,000 say they would be willing to bank onlineThese 530,000 adults have:

– Average download speeds of 1.4Mbit/s – 15 times slower than average.

– Superfast broadband is available to just 3% of these people, but uptake is low.

– Mobile provides an alternative for 470,000 of the 530,000 people (88%).

– However, 63,000 people in parts of Wales and Scotland, and small pockets of England, still have no acceptable digital access at all (63,000 adults in total).”


Think about the whole system

• Not just the software

– But the whole user experience

• The user is

– not just the person who uses the software

– the person who uses or is affected by the service

• IT -> employee

– -> customer- > family ->…


UX: failure or success?

• Where the users have a choice, and meet an unfortunate experience, you lose a customer:

• they will go elsewhere.

• Where the users have no choice, and meet an unfortunate experience, the affects can be devastating:

• frustration, loss of productivity

• loss of motivation and morale

• rebellion and aggression

• even death.


Have a go…think (2)pair (3)share (5)(10 mins)

What assumptions do you make about people who use

or are affected by your software products / services?


Hedonics

• Likeability, Pleasure, Comfort, Trust

• Hedonics:

– Relating to, characterized by, or considered in terms of pleasant (or unpleasant) sensations. OED


Have a go…think (1 min)pair / share (4 mins)

Which user experience attributes are vital for your

product?

– What emotions do you want people to feel about your product?

– What emotions do you want to prevent them feeling?

– Is it the same for everyone?



QUALITY IN USE



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



Quality in Use

“capability of a software product to influence users' effectiveness, productivity, safety and

satisfaction to satisfy their actual needs when using the software product to achieve their

goals in a specified context of use”


UXD is built on Quality in Use

Usability SafetyFlexibility


Quality in Use (ISO25000)

Usability

Context conformity; Context extendibility;

Accessibility

Safety

Effectiveness; Efficiency;

Satisfaction

Flexibility

Commercial damage; Health & safety (operator & public);

Environment


INTERNAL QUALITY



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



A little problem with definitions…

• Several definitions of the layer below QiU

• So let’s keep it simple and “edit” the standard slightly

• We’ll just call it “internal quality”


UXD is built on QiU AND IQ

Internal Quality


Internal Quality = Engineering

Security

Functionality

Maintainability

PortabilityReliability

Performance

Internal Quality

Operability


Security

Functionality

Maintainability

PortabilityReliability

Performance

Operability

Internal Quality = Engineering

Internal Quality

Adaptability

Installability

Co-existence

Replaceability

Suitability

Accuracy

InteroperabilityConfidentiality

Integrity

Availability

Maturity

Fault tolerance

Recoverability

Understandability

Learnability

Attractiveness

Time behaviour

Resource utilization

Capacity

Analysability

Changeability

Stability

Testability


Engineering Quality layer

Engineering

quality

Concision Code does not suffer from

duplication

Cohesion Each (module/class/…) does

one thing well

Low Coupling Minimal interdependencies

Simplicity

Generality Problem domain bounds are

known

Clarity Good autodocumentation

Note: from http://wiki.c2.com/?InternalAndExternalQualitywe also have:

http://wiki.c2.com/?InternalAndExternalQuality


Who cares?How do we communicate?


Poor feedback to end user - example

“I regret to inform you that you are amongst a small percentage of people that were affected

by a problem during the upgrade of our queuing infrastructure.”

Written in IQ terms when it needs to be in QiU or UX terms; Meant nothing to the

person who received it


Subject: Notice of temporary results outageDear customer,I regret to inform you that you are amongst a small percentage of people that were affected by a problem during the upgrade of our queuing infrastructure. Due to the issue, which lasted 40 minutes, 3 response(s) submitted through 1 of your typeforms were unfortunately not recorded onto our database, and will therefore not be available for you in your Results panel.In case you would like to understand more about how the issue occurred, we have added the report from Typeform’s CTO below.


At approximately 9:10AM UTC, Tuesday 14th June during an upgrade of our queuing infrastructure that handles spikes in submit load, a misconfiguration was applied that meant that submissions were dropped rather than being queued and stored. This misconfiguration was missed by the tests we did to check the change and it wasn’t until 9:45AM UTC that we noticed that submissions were being dropped.Once we were aware of the problem we fixed the issue in less than 5 minutes, but the net effect was that from 9:10AM to 9:50AM UTC we lost submissions.


The bottom line is that this was an unfortunate but rare mistake on our part and we’re sorry it’s affected the data you’re collecting through Typeform. Please be assured that all responses are now being recorded correctly and that we’re putting all possible measures in place to ensure this doesn’t happen again.As a small token, we would like to offer you 1 month free of Typeform PRO. Just reply to this email if you’d like to activate PRO and we’ll sort it out for you.If you have any questions at all, please just ask—we’ll do our best to get an answer to you as soon as possible.Best Regards,David Okuniev & Robert MuñozCo-founders & Joint-CEOs


Poor feedback to end user - example

Action Required: Update WordPress to avoid suspension

You may recall a recent message from us regarding security vulnerabilities with the version of WordPress that you are currently

running on your website hosted with Aabaco Small Business (formerly Yahoo Small Business). In order to protect all Aabaco

Small Business customers, yourself included, we will suspend your site if WordPress is not uninstalled or upgraded by Monday, Jun

13, 2016. If you have already updated your WordPress installation(s), please disregard this message.”

Written in IQ terms when it needs to be in QiU or UX terms; was irrelevant to the person who received it.


Dear Aabaco Small Business customer,You may recall a recent message from us regarding security vulnerabilities with the version of WordPress that you are currently running on your website hosted with Aabaco Small Business (formerly Yahoo Small Business). In order to protect all AabacoSmall Business customers, yourself included, we will suspend your site if WordPress is not uninstalled or upgraded by Monday, Jun 13, 2016. If you have already updated your WordPress installation(s), please disregard this message.Please uninstall or update your WordPress site as soon as possible to avoid suspension. We strongly recommend you back up your blog before you update--WordPress has provided detailed instructions for doing so.

http://click.aabacosmallbusiness.com/acton/ct/16765/s-00a6-1605/Bct/q-01df/l-01de:2982/ct1_0/1?sid=WIGwd7a8P


Access your WordPress login page via Aabaco Small Business by following these steps:1. Log in to Aabaco Small Business.

If you haven’t done so yet, create your Aabaco Small Business ID, password, and profile. You’ll need to use your existing Yahoo ID (the ID or email address you used to sign in to Yahoo Small Business) to complete the set-up.2. Go to your Web Hosting control panel.3. Click Blog Tools under the Create & Update tab.4. Click the Blog Manager link.5. Click Edit Blog Settings and log in to your WordPress site.6. Click Please update now at the top of the page.Having trouble with the update? Find more help here. We value your business and want to ensure you and your website visitors are protected from harm. We strongly suggest updating your WordPress as soon as possible to avoid service interruption.If you need additional help, please contact Customer Care. Sincerely,The Aabaco Small Business team






valuable useful credible findable desirable usable accessible



User eXperience

Internal Quality


UX PROCESS OVERVIEW



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



Start to think UX

Identify WHO uses your product / service

Identify WHY they use it

Identify WHAT they want to do

Identify their EMOTIONS and EMPATHISE!

Score the UX, Quality in Use (QiU) and Internal Quality (IQ) attributes

Write RICH STORIES

Do INTERACTION DESIGN

Do a USABILITY REVIEW and OBSERVATIONS


CONCEPT: PERSONAS AND CONTEXT

WHOWHYWHAT and WHEREEMOTIONS


Write RICH STORIES

Interaction Design




User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



Personas• Real people

• Some one we know who uses our product or service; we can talk to them.

• Imagined people

• A persona to stand in for someone who might use our product or service; we do not know them.

Who uses the product or service?Why?

What do they want to achieve?What mood/emotions are they feeling?

What are their characteristics?


People like us…

• Who are we designing / building / testing for?

• People like us?

• Or other people?

• Do they have the same perceptions as us?


Context of use

• Each persona has one or more contexts of use

Where are they using the product or service?What circumstances?

What physical environment?What technical environment?

Noise, light, and other aids/distractions


The persona dilemma

You can’t ask customers what they want…


Radio stations (1)

http://www.thisisglobal.com/radio/heart-fm/audience/

Heart listeners have a spark about them …

juggling their busy lives

Very social people, enjoy

shopping, going out and

family

Aged between 25 and 44

Loyal listeners


Radio stations (2)

http://www.thisisglobal.com/radio/classic-fm/audience/

‘Discoverers’ aged 35-50, kids at

home, want to listen to music

‘Enthusiasts” aged 50+, upmarket,

career focused, want

inspiration Social group ABC1

Even gender spread


Radio stations (3)Pride themselves on being ahead of

the trend

Predominantly 20 something

Youthful, social, vibrant

63% are 15-40

http://www.thisisglobal.com/radio/capital-xtra/the-audience/


Context and bias defining user experience

Environment

“us and them” or “we”?


Example: How do we see ourselves and others? How simple is it to change

perceptions?

https://itwasneveradress.com/https://www.youtube.com/watch?v=S2Kblliis1s

https://itwasneveradress.com/

https://www.youtube.com/watch?v=S2Kblliis1s


Example: Is gender relevant?

• ‘fashioned for women’

– Which women?

– In what context?

– By whom? “It’s not Silicon Valley’s fault that we live in a male-dominated, sex segregated society and

labor market. But it is Silicon Valley’s responsibility to anticipate its own failings and

work to address them, preferably before its products hit the market.”

http://qz.com/640302/why-is-so-much-of-our-new-technology-designed-primarily-for-men/



Personas

• “The personas are archetypes built after a preceding exhaustive observation of the potential users” (UCD method)

“A persona should include:• Social and demographic characteristics.• Needs, desires, goals• Habits (consumer habits, behavior)• Expertise• Cultural background• Motivations• Must do, must never• User experience goals”

– UX-lady


Picture and name

Keywords, gauges

Pictures

Description quotes

Bar charts

Word Cloud

Tick buttons

Pie charts

Lists

Rankings

Profile

Archetypes

Tech expe-rience

UX goals

DevicesApps,

software

Person-ality

Influen-ces

Brands and products

Must doMust

never do


the Apple lover“It was so beautiful I wanted to marry it

And then it lost my calendar entries and emails”

Social and demographic characteristics.Needs, desires, goals: on trend, connected, finish tasks fastHabits (consumer habits, behaviour): Apple, impulse buyerExpertise: tech savvy, but not an IT specialist, relies on being connectedCultural background: interest in the Arts, MediaMotivations: keeping connected (work and social)Product Must do: on demand, transparent updatesProduct Must never: lose data, stall/haltUser experience goals: exciting, seductive, flowing, desirable, flexible


the silver emailer“…library is open again and – to my horror - have … up dated their computers. So everything is just slightly different which the old girl is finding very confusing !!!!!!!!!!!!! Am not sure what the improvement has been but it has left me struggling a wee bit…”

Social and demographic characteristics.Needs, desires, goals: keep in touch, link to “paper ways”Habits (consumer habits, behaviour): buys little, whole food, ecologyExpertise: low IT expertiseCultural background: politics, world news, danceMotivations: keeping connected (family, friends and world news)Product Must do: on demand, real-world-likeProduct Must never: behave unexpectedlyUser experience goals: trust, simplicity, consistency


the consultant“This is the clunkiest piece of technology I have ever had to use

I will have to ask my secretary to print your test results”

Social and demographic characteristics.Needs, desires, goals: treat and cure patientsHabits (consumer habits, behaviour): expert, impatient, caringExpertise: medicine…Cultural background: interest in the Arts, ScienceMotivations: treat patient, work at speed, not be held upProduct Must do: fast, accurate, timely, easy to find informationProduct Must never: hold up appointment, give false informationUser experience goals: flow, trust, tailored/curated



What personas can you identify?

• Choose a product

• Identify 3 separate personas and a context of use for each one

• E.g. Farming Software– Small farm owner – complete

forms, no broadband, limited time, tired, under stress, resentful

– Large farm’s manager – complete forms, modern office, part of role, efficient, busy

– Government administrator –compiling information, responding to queries, in office

Needs, desires, goals

Habits (consumer habits, behaviour)

Expertise

Cultural background

Motivations

Must do, must never

User experience goals


CONCEPT:QUALITY ATTRIBUTES

WHO

WHY

WHAT and WHERE

EMOTIONS

Score the attributesWrite RICH STORIES

Interaction Design




User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX




valuable useful credible findable trustworthy desirable usable accessible


User eXperience


Internal Quality


We cannot have everything!

Usability Flexibility Safety

User qualityManufacturing

quality

Product quality

Transcendent quality

Value quality

Over or under engineered/

Over or under engineered?

Speed or polish?

Many users –different viewsMany users –

different views

Value for money, RoIor cheap?



(too) many attributes and

features

(too) many attributes and

features


Building the layers

Credibility

Usability(effectiveness)

Safety (commercial)

SecurityReliability Operability


Case Study: Dolphin Computer Access

• I was quality manager at Dolphin from 2010 to 2015

• Dolphin design and build access software for people with visual and print impairments– screen reading magnification braille etc.

• We’ll look at two of their products in this case study:– SuperNova

– Guide


Dolphin SuperNova and Guide

SuperNova

• Screen reader

• Magnifier

• Braille

Guide

• Screen reader

• Magnifier

• Braille

Why do we need both products…?

Ability to use a Windows PC and the programmes on it including IE

Curated experience that hides Windows interfaceOwn browser


People are different...

Dolphin Guide

Dolphin SuperNova


Scoring different stakeholders: example comparing users for two products

0

2

4

6

8

10Effectiveness

Efficiency

Satisfaction

Conformity

Extendibility

Commercial

desirable

meaningful

VI -SuperNova

VI - Guide


Apple lover v. Silver emailer

0

2

4

6

8

10Effectiveness

Efficiency

Satisfaction

Conformity

Extendibility

AccessibilityCommercial

Health &Safety

Environment

Excitement

Desirability Apple lover

Silver emailer


Hospital Consultant

0

2

4

6

8

10Effectiven…

Efficiency

Satisfaction

Conformity

Extendibility


Health &…

Environme…

Excitement

Desirability

UX attributes: delivering a diagnosisHospital consultant

Hospital consultant



What UX attributes?• Thinking about the product,

personas and contexts you devised earlier…

• Prioritise the UX attributes

• What are the top 2 or 3?

UX: valuable useful credible findable desirable usable accessible immersive meaningful flowing playful seductive pleasurable



What QiU attributes?– For example, are your users more

interested in context extendibility or context conformity?

– Is it the same for everyone?


– Do they support the UX attributes you choose?

Quality in Use attributes:

• Usability (Effectiveness; Efficiency; Satisfaction)

• Flexibility (Context conformity; Context extendibility; Accessibility)

• Safety (Commercial damage; Operator health and safety; Public health and safety; Environmental harm)



Therefore: Which IQ attributes?

• For example, are your users more affected by security of their data or reliability?

• Is interoperability with other software important?

• Does your product have to be portable to multiple hardware / operating system combinations?

• Is it the same for everyone?

• Can you give examples?

• Have you chosen IQ attributes that support the UX and QiU?

Internal Quality Technical and engineering:• Functionality• Security• Reliability• Operability• Performance• Portability• Maintainability



Can you bring the layers together for your product?

– What are the (3) most important UX attributes?

– What QiU and IQ attributes support them?

– Draw the pyramids for the attributes

– Draw radar diagrams for the attributes

– Any conflicts and trade-offs you need to manage?


Small farmer, farm manager, government official

0

2

4

6

8

10Effectiveness

Efficiency

Satisfaction

Conformity

Extendibility


Health &Safety

Environment

Excitement

Desirability

farmer

farm manager

gov. official


What about your stakeholders?

0

2

4

6

8

10Effectiveness

Efficiency

Satisfaction

Conformity

Extendibility


Health &Safety

Environment

Excitement

Desirabilityyour user A

your user B


CONCEPT:STORIES

WHO

WHY

WHAT and WHERE

EMOTIONS

Score the attributes

Write RICH STORIESInteraction design




User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



User Stories…

https://twitter.com/jediuserstories

As a wookie,

I want to rrrrraaaaawwwrr

so I can rrwwwwaaarrgggghhh.

@gojkoadzic user story format and some words of wisdom from an agile Australia conference

@sammy_lee12 Oct 10

https://twitter.com/gojkoadzic

https://twitter.com/sammy_lee12

https://twitter.com/sammy_lee12/status/785676826035179520

Be happy - do good - leave the world a better place than you found itIsabel Evans http://bit.ly/29bs10l

Perceiving

Paying attention

RememberingRepeating the message

Thinking and reasoning

Reflecting

Paraphrasing

Active listening


Active telling

Words, graphs and tables

Killer facts, imagination Strong start

Power of threeRepeating the message

Call to action, vision Finish


Green scripts and blue scripts

• Blue script:

• The actors’ lines

• Stage directions

• Blue script:

– Actions with the computer

• Green script:

• The emotion the audience should feel

• Green script:

– The enriched user story

– The motivation and emotions


Use the emotion in the stories to help you deliver great UX

Head

Heart

Gut

Soul


User Stories

Independently

Privately

With dignity

person with a visual impairment read my own bank statementotherwise it is very humiliating

As a I want to Because

We made a Video of Dave describing reading his bank statement


User Stories

person with a visual impairment keep in touch onlinemy world is digital

at home

everywhere...

at work

up-to-date connected

at college


We videoed Colin describing his life at work and college, and his social life


User Stories

Independently

person with a visual impairment go shopping to compare prices and brands

I want make choices without being patronised

Privately

With choices


And in his video, Dave described shopping

At the speed I want


User story is in a theme for a persona

As an adult with a visual impairment:

I want to read my own bank statement

Because otherwise it is very humiliating

independent

private

dignified

Theme: My Banking/My Money

Key words for :Acceptance criteria

Interface design

a Speech and Braille user (settings x y z)


User stories can be built in hierarchies

“Book a lovely hotel”

Versus

“Dave and Emma’s wedding”


Personas are not just the users...

• As a Sensory Support Teacher

–I want ....

–Because ....

• As a system administrator

–I want...

–Because…


User stories also need technical acceptance criteria and architecture

As an adult with a visual impairment:

I want to read my own bank statement

Because otherwise it is very humiliating

Secure

Reliable

Fast

Efficient

Accurate

Suitable

Adaptable


The silver emailer’s storyAs an intermittent email userI want to keep in touch with my friends and familyWithout changes to the way I do itBecause I have better things to do than learn new technology

TransparencyIntuitiveness

Flow

Usability

Backward compatibility


The Apple User’s story

“As a non-technical personI want to transfer to the latest gadgets and software

without being tied to one source Without losing my calendar entries and emailsBecause otherwise I am sad and frustrated”

Interoperability, compatibility,

portability

FlowTrust

Seductiveness

Flexibility


The consultant’s story“As a consultant doctorI want to concentrate on treating my patients and communicating well with themI don’t want to be blocked by the softwareBecause otherwise my patients and I become frustrated and are subjected to unnecessary worry”

Flow Trust Speed

UsabilityFlexibility

Safety

Functional suitabilitySecurity

BYOD /tablet?



What stories?

• Using the product, personas, context and quality attribute analysis you did earlier…

• Write a rich user story, with emotional content


Story CardsStory title

As aI wantBecauseAnd not UX attributes:QiU attributes:IQ attributes:

Acceptance criteria Tests

Risks Priority


Acceptance criteria

• NOT perfection

• Minimum acceptable quality

• Plus, optionally, a “Desirable” goal

Current positionWorld record

Minimum acceptance Desirable


Requirements & Acceptance Criteria –Usability – operability - learnability

• “make it user friendly”• “needs to be used without a training course”• SMART Learnability:

– a new user is able to understand and use the application (without prior training?) after a 2 hour tutorial

– Following the tutorial, after the next 1 hour of use they are able to achieve a work speed that enables them to complete the example task list (ref number) in 60 minutes (30 minutes desirable)

– Measured with 10 sample usability test volunteers and average taken.



Can you add acceptance criteria to the User Stories?

– For each important attribute you have identified

– Can you identify acceptance criteria that can be measured on one / some user stories?

– For the most important personas…?

– What is the minimum level of acceptability for each attribute for each story?


INTERACTION DESIGN

WHO

WHY

WHAT and WHERE

EMOTIONS


Write RICH STORIES

Interaction DesignDo a USABILITY REVIEW and OBSERVATIONS



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



Design it in and then test it

• Excellent reference:

• http://asktog.com/atc/principles-of-interaction-design/

http://asktog.com/atc/principles-of-interaction-design/


Interaction design (AskTOG)

• Aesthetics• Anticipation• Autonomy• Colour• Consistency• Induced inconsistency• Continuity• Defaults (or not)• Discoverability• Efficiency of the User • Explorable interfaces

• Fitts’s Law• Human interface objects• Latency reduction• Learnability• Metaphors• Protect users’ work• Readability• Simplicity• State• Visible navigation



Latency and human patience



Fitts’s Law




CONCEPT:USABILITY TESTING

WHO

WHY

WHAT and WHERE

EMOTIONS

Score the attributes

Write RICH STORIES

Interaction design

REVIEW and OBSERVATIONS



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



Usability testing – Example Lab

Test room ceilings carry dome cameras with remote pan-tilt-zoom-focus which can be positioned in any of 11 locations.

User testing session in progress.

Example: UQ Usability Laboratory (UQUL)

http://www.uqul.uq.edu.au/


Usability Testing –Empathy and thought experiments

• You need questions

– Who? Why? Where? When? How?

– What mood? What emotion?

• You don’t need a specification, user stories, or the software

• You just need intelligence and empathy

» Compare: Cognitive Walkthrough


Real life example: STAREast test labflip chart…

“Well done teamWorking in pairs and teams You raised

42New bugs

In 2 hours (from start to logged)Around• User experience • Usability

By testing with your heart and gut, your empathy and your soulAs well as with your intellect”


Discussion

• The software under test at STAREast test lab was a real life package designed to be used by disaster teams.

• Specifically there are 2 types of people who use the system:– Administrators– Volunteers

Let’s discuss it….


Usability testing - Heuristic Evaluation

Visibility of system status

Match between system and the real

world

User control and freedom

Consistency and standards

Error preventionRecognition rather

than recall

Flexibility and efficiency of use

Aesthetic and minimalist design

Help users recognize, diagnose,

and recover from errors

Help and documentation

https://www.nngroup.com/articles/ten-usability-heuristics/



Heuristic Evaluation

• Using a real website or application… or a prototype or screen designs

• Study the interface

• And apply the heuristics

• From the point of view of the persona


Usability observation• Make a list of tasks you want to test• Make a brief description of each task in user terms.

– Broad goals, not the steps.

• Prepare the materials you need– Consent form– Instructions for the user subject– Including a reassurance that this is a test of the product not of them

• In the test– Give the test subject the instructions and make sure they are happy– Give them the description of the task– Observe them carrying out the task and make notes/recordings– Thank them for their time

• After the test– Debrief with designers and developers, agree on usability

improvements.



Usability observation

• Using a real website or application… or a prototype or screen designs

• Carry out a usability test

• (take it in turns on different sites)


TX AND DX



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



Three key points

• Test automation requires consideration of the UX for the tool and the tests;

• People who use automation might not always be technical but they are always human;

• UX-D and UX-T for test automation supports improved decision making and quality.


Email me feedback on my blogposts

• Why we need a better experience of software

– [ref 1] http://bit.ly/2by8XuA Blog post

• Why we need a better toolset

– [ref 2] http://bit.ly/2bM9DNj Blog post

• A vision for the future

– [ref 3] http://bit.ly/2c0tEld Wiktionary definition

– [ref 4] http://bit.ly/2bwAEsb Blog post

Links on www.isabelevans.uk

http://bit.ly/2by8XuA

http://bit.ly/2bM9DNj

http://bit.ly/2c0tEld

http://bit.ly/2bwAEsb


ACTION PLANS AND FEEDBACK



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



What will you do?

“As the gap between customer expectations and existing CX grows, there will be more opportunities to improve CX and expand your business. But only some companies will be able to take advantage of this growing CX thirst; others will see an exodus of increasingly disappointed customers. Choose your path."

https://experiencematters.wordpress.com/2016/03/28/examining-massive-decline-in-customer-experience-ratings



Think!Pair!Share!

What is your action plan?

What will you do to follow up this tutorial?


SUMMARY



User experience

Quality in Use

Internal Quality



User stories

Interaction design


TX and DX



User Experience Design (UXD)

Users’ world

Service

Complete system

Software

Quality in Use

NF Attributes

Internal quality

User Experience


QiUand UX

What and why?

Personas

Context of use

Quality Attributes

Stories

Testing UX


Think UX with your whole being!

Head

Heart

Gut

Soul


Three key points to take away

• Be able to define who your customers are and what is important to them – personas, contexts, and desires

• Have a method to understand and test how customers experience your product by thinking about the quality layers of user experience, quality in use and internal quality

• Be able to set acceptance criteria that match to the quality in use for your customers.


Quality in Use: the beating heart of the user experience

Isabel Evans fbcs citp

[email protected]

www.isabelevans.uk


ReferencesLuxury, quality and mediocrityhttp://www.wired.com/2008/08/eight-people-bo/

http://sethgodin.typepad.com/seths_blog/2016/04/conspicuous-mediocrity.html

UX and usability maturity levels• “The experience of the INUSE and RESPECT projects is that much of European industry is at level 1, 2 or sometimes 3 on this scale.”

Journal of System and Software, 1999 (in press)

Quality in Use:

Meeting User Needs for Quality

Nigel Bevan, Serco Usability Services

Business imperativeSee for example: https://experiencematters.wordpress.com/2015/02/25/what-happens-after-a-good-or-bad-experience-2015/

Software is mediocrehttp://sethgodin.typepad.com/seths_blog/2016/04/our-software-must-get-better.html

Hill farmersLarge organisations versus individuals, High bandwidth connection versus dial up modem

https://corporatewatch.org/content/rough-guide-uk-farming-crisis-3-uk-farming-crisis-which-crisis-do-you-mean-0

http://www.bbc.co.uk/news/uk-31976230

http://www.huffingtonpost.com/terezia-farkas/why-farmer-suicide-rates-_1_b_5610279.html

http://www.fwi.co.uk/farm-life/suicide-investigating-a-farming-taboo.htm

http://www.wired.com/2008/08/eight-people-bo/

http://sethgodin.typepad.com/seths_blog/2016/04/conspicuous-mediocrity.html

https://experiencematters.wordpress.com/2015/02/25/what-happens-after-a-good-or-bad-experience-2015/

http://sethgodin.typepad.com/seths_blog/2016/04/our-software-must-get-better.html

https://corporatewatch.org/content/rough-guide-uk-farming-crisis-3-uk-farming-crisis-which-crisis-do-you-mean-0

http://www.bbc.co.uk/news/uk-31976230

http://www.huffingtonpost.com/terezia-farkas/why-farmer-suicide-rates-_1_b_5610279.html

http://www.fwi.co.uk/farm-life/suicide-investigating-a-farming-taboo.htm


ReferencesPeople without bank accounts or connectivityhttp://www.poverty.org.uk/73/index.shtml

http://www.bbc.co.uk/news/10277151

http://www.moneymagpie.com/manage-your-money/the-shocking-number-of-people-without-bank-accounts

https://www.bba.org.uk/news/press-releases/mobile-phone-apps-become-the-uks-number-one-way-to-bank/#.V0Q0UTUrLMw

ISO 25000 series"Quality in use" measures the human, business and societal impacts of products

ISO250xx - Quality in Use

ISO125000 is a standard that describes software attributes, how to specify them and how to measure them: Software Quality and Requirements

Evaluation

http://iso25000.com/index.php/en/iso-25000-standards

Asking the customer – the dilemmahttp://sethgodin.typepad.com/seths_blog/2016/06/you-cant-ask-customers-want-they-want.html

UXhttp://semanticstudios.com/user_experience_design/

http://uxmyths.com/post/1533970267/myth-27-ux-design-is-about-usability

Radio stationshttp://www.thisisglobal.com/radio/

Bias and changing perceptionshttps://itwasneveradress.com/



http://www.poverty.org.uk/73/index.shtml

http://www.bbc.co.uk/news/10277151

http://www.moneymagpie.com/manage-your-money/the-shocking-number-of-people-without-bank-accounts

https://www.bba.org.uk/news/press-releases/mobile-phone-apps-become-the-uks-number-one-way-to-bank/#.V0Q0UTUrLMw

http://iso25000.com/index.php/en/iso-25000-standards

http://p.feedblitz.com/r3.asp?l=117447067&f=198516&u=40286269&c=5193555

http://semanticstudios.com/user_experience_design/

http://uxmyths.com/post/1533970267/myth-27-ux-design-is-about-usability

http://www.thisisglobal.com/radio/

https://itwasneveradress.com/




UReferences

XLady’s persona modelThere are many ways to document a persona and context of use.

One example with good suggestions is here: http://www.ux-lady.com/diy-user-personas/

Dolphin Computer AccessThank you to Dolphin Computer Access for permission to include user story examples https://yourdolphin.com/

Green and blue scriptsSee http://bit.ly/29tNx5I

And http://blockbustermultimedia.com/?p=1760

Interaction design (askTOG)Excellent reference to start:

• http://asktog.com/atc/principles-of-interaction-design/

not mentioned but also useful:

Nielsen, J and Norman, D, The definition of user experience, Nielsen Norman NN Group Website, available at https://www.nngroup.com/articles/definition-user-

experience/

Hassenzahl, M., The encyclopedia of human computer interaction, Interaction Design Foundation, chapter 3 “User Experience and Experience Design”. Available at

www.interaction-design.org

• “User Experience is not about technology, industrial design, or interfaces. It is about creating a meaningful experience through a device.”

http://product.voxmedia.com/2016/5/11/11612516/accessibility-matters-and-heres-what-were-doing-about-it

http://www.slideshare.net/spispeas/universal-design-make-one-design-that-fits-everyone

https://twitter.com/uxcampcph

http://www.ux-lady.com/diy-user-personas/

https://yourdolphin.com/

http://bit.ly/29tNx5I

http://blockbustermultimedia.com/?p=1760


https://www.nngroup.com/articles/definition-user-experience/

http://www.interaction-design.org/

http://product.voxmedia.com/2016/5/11/11612516/accessibility-matters-and-heres-what-were-doing-about-it

http://www.slideshare.net/spispeas/universal-design-make-one-design-that-fits-everyone

https://twitter.com/uxcampcph


References

Heuristic evaluation and Jacob Nielsenhttps://www.nngroup.com/articles/ten-usability-heuristics/

DX and TXhttp://alarmingdevelopment.org/

http://research.csc.ncsu.edu/dlf/


TX:

Links on www.isabelevans.uk

• Why we need a better experience of software

– [ref 1] http://bit.ly/2by8XuA Blog post

• Why we need a better toolset

– [ref 2] http://bit.ly/2bM9DNj Blog post

• A vision for the future

– [ref 3] http://bit.ly/2c0tEld Wiktionary definition

– [ref 4] http://bit.ly/2bwAEsb Blog post

Take action! A decline in CX ratingshttps://experiencematters.wordpress.com/2016/03/28/examining-massive-decline-in-customer-experience-ratings

https://www.nngroup.com/articles/ten-usability-heuristics/

http://alarmingdevelopment.org/

http://research.csc.ncsu.edu/dlf/


http://www.isabelevans.uk/

http://bit.ly/2by8XuA

http://bit.ly/2bM9DNj

http://bit.ly/2c0tEld

http://bit.ly/2bwAEsb


Agile india 1 day workshop quality in use user experience v5 for sharing

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