Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".
-
Upload
madpow -
Category
Technology
-
view
104 -
download
0
description
Transcript of Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".
![Page 1: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/1.jpg)
Beyond Just Usability: Desirability & Usefulness Testing
Susan Mercer, Senior Experience Researcher @susanamercer
![Page 2: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/2.jpg)
Usability Testing
![Page 3: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/3.jpg)
![Page 4: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/4.jpg)
![Page 5: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/5.jpg)
Usability = (Efficiency + Effectiveness) In a given
context of use
![Page 6: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/6.jpg)
Usable
![Page 7: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/7.jpg)
Cute
![Page 8: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/8.jpg)
Acerbic
![Page 9: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/9.jpg)
Usability
Usefulness Desirability
![Page 10: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/10.jpg)
Usability Consistent
Organized
Understandable
Simple
Efficient
![Page 11: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/11.jpg)
Usefulness
Effec=ve
Essen=al
Relevant
Helpful
Suppor=ng
![Page 12: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/12.jpg)
Desirability
Exci=ng
Fresh
Friendly
Encouraging
Meaningful
![Page 13: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/13.jpg)
Usability
Usefulness Desirability
![Page 14: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/14.jpg)
DESIRABILITY TESTING METHODS
![Page 15: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/15.jpg)
Open-‐Ended Ques,oning • What do you think of…?
• What is your reac,on to…?
• How would you describe…?
![Page 16: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/16.jpg)
Sentence Comple,on • This app makes me feel…
• If I used this all day, I would… • Reading on this website is… • Compared to other apps, this app is…
• I want to use this because… • I do not want to use this because…
![Page 17: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/17.jpg)
Product Reac,on Cards • 118 words
• 58% posi,ve • 36% nega,ve • 6% unclear
• 21% synonyms with 1+ other words • Mostly posi,ve words
![Page 18: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/18.jpg)
Product Reac,on Cards – Alternate List
• Removed synonyms
• Added opposites to create Posi,ve / Nega,ve Pairs • Compared against two other emo,onal word vocabularies for Product Appeal and Emo,ons
• Marc Hassenzhahl, Darmstadt University of Technology, Germany
• Geneva Emo,on Wheel
![Page 19: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/19.jpg)
Annoying Costly Expected Interes=ng Poor quality Trivial Apathe=c Crea=ve Familiar Irrelevant Predictable UnaJrac=ve AJrac=ve Desirable Fast Managable Professional Uncontrollable Boring Difficult Flexible Meaningful Relaxing Understandable Busy Difficult Fragile Mo=va=ng Relevant Undesirable Calm Disappointed Fresh Nondescript Reliable Unexci=ng Cheap Discouaraging Friendly Not Secure Rigid Unimagina=ve Clean Disorganized Frustra=ng Not Valuable Sa=sfying Unimportant Clear Dull Fun Novel Secure Unnecessary CluJered Easy to use Hard to Use Obstruc=ng Simple Unpredictable Common Effec=ve High quality Old Slow Unprofessional Compelling Efficient Impersonal Op=mis=c Sophis=cated Unrefined Complex Effortless Impressive Ordinary Stable Unreliable Comprehensive Empowering Incomplete Organized Standard Unusable Confident Encouraging Incomprehensible Original Strange Unwelcoming Confusing Enthusias=c Inconsistent Overwhelming Stressful Usable Conserva=ve Essen=al Ineffec=ve Patronizing Suppor=ng Useful Consistent Excep=onal Inefficient Personal Tedious Useless Controllable Exci=ng Innova=ve Pessimis=c Time-‐consuming Valuable Convenient Exclusive Inspiring Pleasant Time-‐Saving Weak
![Page 20: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/20.jpg)
AJrac=ve UnaJrac=ve Excep=onal Common Organized Disorganized Calm Busy Exci=ng Dull Original Ordinary Clean CluJered Exclusive Standard Personal Impersonal Clear Confusing Familiar Strange Pleasant Annoying Compelling Unimportant Fast Slow Predictable Unpredictable Comprehensive Incomplete Flexible Rigid Professional Unprofessional Confident Weak Fresh Old Relaxing Stressful Consistent Inconsistent Friendly Unwelcoming Relevant Irrelevant Controllable Uncontrollable Frustra=ng Encouraging Reliable Unreliable Convenient Difficult Fun Tedious Sa=sfying Disappointed Costly Cheap High quality Poor quality Secure Not Secure Crea=ve Unimagina=ve Impressive Nondescript Simple Complex Desirable Undesirable Innova=ve Conserva=ve Sophis=cated Unrefined Easy to use Hard to use Inspiring Unexci=ng Stable Fragile Effec=ve Ineffec=ve Interes=ng Boring Suppor=ng Obstruc=ng Efficient Inefficient Manageable Overwhelming Time-‐saving Time-‐consuming Effortless Difficult Meaningful Trivial Understandable Incomprehensible Empowering Patronizing Mo=va=ng Discouraging Usable Unusable Enthusias=c Apathe=c Novel Expected Useful Useless Essen=al Unnecessary Op=mis=c Pessimis=c Valuable Not Valuable
![Page 21: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/21.jpg)
![Page 22: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/22.jpg)
Reliable Accessible Appealing Confusing
Comfortable Organized Professional Busy
Confident Straight Forward Approachable Complex
Effec=ve Understandable Efficient Dull
Friendly Easy to Use Flexible Hard to Use
Invi=ng Clear Helpful Impersonal
Time-‐saving Convenient Overwhelming
Trustworthy Clean Boring
Useful Familiar Frustra=ng
Simplis=c In=mida=ng
Valuable Stressful
Usable Time-‐consuming
Customers Customers & Non-‐Customers Non-‐Customers
![Page 23: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/23.jpg)
68 67
62
42
20 22
17
31
0
10
20
30
40
50
60
70
Exis1ng Design A Design B Design C
Coun
t
Number of Words
Posi=ve
Nega=ve
![Page 24: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/24.jpg)
Exis1ng Design A Design B Design C
Appealing Appealing Appealing Appealing
Clean Clean Clean Clean
Efficient Efficient Efficient Efficient
Engaging Engaging Engaging
Intui=ve
Professional Professional Professional
Useful Useful Useful Useful
Total 9 20 16 9
![Page 25: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/25.jpg)
Product Reac,on Dyads Rate on a 5-‐point scale from Posi,ve – Nega,ve word pairs
AJrac=ve ¤ ¢ ¢ ¢ ¢ UnaJrac=ve
Calm ¢ ¤ ¢ ¢ ¢ Busy
Clean ¢ ¤ ¢ ¢ ¢ CluJered
Clear ¤ ¢ ¢ ¢ ¢ Confusing
Comprehensive ¢ ¢ ¢ ¤ ¢ Incomplete
![Page 26: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/26.jpg)
-‐3.5 -‐2.5 -‐1.5 -‐0.5 0.5 1.5 2.5 3.5
Discouraging
Unrefined
Useless
Complex
Irrelevant
Boring
Expected
Unprofessional
Mo=va=ng
Sophis=cated
Useful
Simple
Relevant
Interes=ng
Novel
Professional
![Page 27: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/27.jpg)
Photo Selec,on
![Page 28: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/28.jpg)
LEM Tool (Susa Group)
![Page 29: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/29.jpg)
Open-‐Ended Ques,oning
Sentence Comple,on
Product Reac,on Cards
Product Reac,on Dyads
Photo Selec,on
LEM Tool
![Page 30: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/30.jpg)
Usability
Desirability Usefulness
![Page 31: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/31.jpg)
![Page 32: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/32.jpg)
![Page 33: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/33.jpg)
USEFULNESS TESTING
![Page 34: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/34.jpg)
Pre-‐Usability Interview • How do you reconcile invoices today…? • Who needs to approve these and why…?
• Where do you track which claims have been processed…?
• When a new pa,ent arrives, what do you do?
![Page 35: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/35.jpg)
During Usability Tes,ng Watch for comments about usefulness
• “Wow. This would really make it easier to reorder the same things.”
• “I don’t like this. It would take me too long to do this part.”
Watch for neutral reac,ons
• “Eh. This is OK.” • Probe: “How would this help, or not help, you do your job?”
![Page 36: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/36.jpg)
Post-‐Usability Interview
Show screens again and ask:
• “How would this work for you in your job?” • “What about this works for you? What doesn’t work?”
![Page 37: Susan Mercer's UXPA 2014 presentation "Beyond Just Usability: Desirability & Usefulness Testing".](https://reader034.fdocuments.in/reader034/viewer/2022051210/549c0155b47959cf318b4605/html5/thumbnails/37.jpg)
TESTING METHODS
Desirability Tes,ng: • Open-‐Ended Ques,oning
• Sentence Comple,on • Product Reac,on Cards
• Product Reac,on Dyads
• LEM Tool
Usefulness Tes,ng: • Pre & Post-‐Interview Ques,ons
• Listening & Asking Probing Ques,ons