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Usability...,[object Object],-Ravishyam.S,[object Object]
Looks ok to me!,[object Object],Are we sure ?,[object Object],$*!,[object Object],Not done!,[object Object],Change the font,[object Object],We’ve already wasted 2 months!,[object Object],OMG!,[object Object],$!!!,[object Object],^*>,[object Object],Wow!,[object Object],Also the language,[object Object],Brainstorming – 1st  cut!	,[object Object],Suggestions, creative inputs from everybody!,[object Object],– 2nd cut!,[object Object],Design by Committee – 3rd  cut!	,[object Object],Finally, final cut!,[object Object],A day in the life of Product Development…,[object Object],In hindsight,[object Object],Time cost? Overheads? OMG!,[object Object],Let's get this straight. Is it making business sense?!,[object Object],It was fun. But can we cut it short?,[object Object],There has to be a better way!,[object Object]
$!!!,[object Object],$!!!,[object Object],$!!!,[object Object],While the team fights and freezes on the design, this guy stands at the corner ,[object Object],Who is this guy?! And what does HE/SHE want?!,[object Object],Where is the actual user?,[object Object]
Poor User Experience,[object Object],Unsatisfied Customer,[object Object],Lost Market/Revenue,[object Object],Impacts…,[object Object],=,[object Object],=,[object Object]
User CenteredDesign,[object Object]
What is User Centered Design?,[object Object],User-centered design (UCD) is a process in which the needs, wants and limitations of the end user of any product are systematically researched and incorporated into each stage of the design process. ,[object Object],ISO definition of Usability –,[object Object],	Usability is the effectiveness, efficiency and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment.,[object Object]
End User,[object Object],Focus on End User-the often neglected…,[object Object]
Integration, Testing, Training, Implementation,[object Object],UCD- Design Activities,[object Object],Requirements and Analysis,[object Object],Design,[object Object],Development,[object Object],Legend,[object Object],Legend,[object Object],UX Research,[object Object],UI Design and Development,[object Object],Usability Testing,[object Object],Usability Analysis,[object Object],Product Management,[object Object]
UCD- Usability validation steps,[object Object]
Benefits (ROI?),[object Object],Listen from horse’s mouth,[object Object],Eliminate “you know, I think this works..” “Let me tell you…” “as far as I know…”,[object Object],Fix potential road blocks,[object Object],Track back potential business enhancers into the road map,[object Object],Match tone, pitch to highlight most liked features. ,[object Object],Cover up lesser rated and or irritating aspects. ,[object Object],Understand hidden behavioral aspects, cultural issues, computer literacy levels etc.,,[object Object],Cite the reports to defend your product usability and likeability,[object Object],Clients listen when they know you care, be better informed before going to the client,[object Object]
Some questions you may have…,[object Object]
We have UI designers, is this not enough?,[object Object],Usability is an end result of entire product phases and not a by-product of UI design,[object Object],Good UI design can provide aesthetic value. when not backed up by research based data and validations, can become a hindrance on its own due to individual perceptions and bias,[object Object],Usability should not be skin deep. Usability should be intervened into the product and business culture by being user focused and business goals oriented, cannot be just at surface level,[object Object],Similar to other practice areas and skill sets, UI designers can ensure that they bring in their previous experience of what worked before. This no way guarantees that it will work now.,[object Object],Validating your product with end users is an industry standard across all major product development firms,[object Object]
This seems to be more trouble than help, will it not delay the product…,[object Object],Choose between unforeseen factors resulting in failure or some additional effort and cost,[object Object],Usability findings gives us visibility into potential issues ,[object Object],Can help in fine tuning product vision in current or future versions,[object Object],Understand and be prepared for potential issues than surprises,[object Object],Utilize positive findings from validation process towards better pitches,[object Object]
We have guidelines and best practices, what else can end user suggest?,[object Object],Go beyond listening to end users, observe them work, use similar tools or technologies in their natural environments. Helps in uncovering hidden issues or unspoken needs,[object Object],validation process is not just about listening to the whims and fancies of end user. It is a skill and measure to ensure what we think works or otherwise,[object Object],Guidelines, best practices, internal validations definitely help but cannot be definitive methods or modes of ensuring what works,[object Object]
Help and Training will take care of Ease of Use…!,[object Object]
OK, what are some metrics/measurement criteria?,[object Object],* Metrics derived from NISTIR 7741 - NIST Guide to the Processes Approach for Improving the Usability of Electronic Health Records ,[object Object],Performance metrics (quantitative measures, often used for summative testing) ,[object Object],Task success (whether the participant can complete the task in the allotted time without assistance from the administrator) ,[object Object],Time on task (the length of time in seconds required for participants to complete the task) ,[object Object],Errors (may include clicking on an incorrect menu item, incorrect link, or interacting incorrectly with an on-screen control) ,[object Object],Efficiency (e.g. task time, and errors) ,[object Object],Learn ability,[object Object],Issues-based metrics (primarily used for formative testing) ,[object Object],Usability issues (# issues found, % of participants who found an issue) ,[object Object],Severity ratings (rating assigned to usability issues that reflects the impact of each issue on the user‘s satisfaction and ability to complete tasks) ,[object Object]
OK, what are some metrics/measurement criteria? (Continued…),[object Object],* Metrics derived from NISTIR 7741 - NIST Guide to the Processes Approach for Improving the Usability of Electronic Health Records ,[object Object],Self-reported metrics (both quantitative and qualitative measures which provide insights about participant satisfaction) ,[object Object],Post-task ratings (may be a Likert scale from 1 to 5 where, for example, 1 is very difficult and 5 is very easy). ,[object Object],Post-session ratings (may be a Likert scale from 1 to 5 where, for example, 1 is very dissatisfied and 5 is very satisfied). ,[object Object],System Usability Scale (Participants rate statements on a five-point scale where ―1 - Strongly Disagree‖ to ―5 - Strongly Agree. The SUS survey yields a single number that represents a composite measure of the overall usability of the system). ,[object Object],NASA TLX (subjective workload assessment tool that asks users to rate how demanding particular tasks are to perform). ,[object Object],Specific attribute questions (e.g,. Rate: Strongly Agree to Strongly Disagree for the question ―Overall, I am satisfied with how well this application supported this task‖). ,[object Object],Semantic differentials (e.g., ―This task was ―Easy ―Difficult). ,[object Object],Answers to open-ended questions (For example, ―What did you find to be the most difficult or frustrating aspect of this application?‖). ,[object Object],Behavioral metrics (often add context to performance, issues-based, and self-report metrics) ,[object Object],Verbal (positive / negative) comments and non-verbal behavior. For example, a long pause or a confused look might indicate lack of understanding. ,[object Object]
Where do we find some Healthcare usability documentation?,[object Object],* References quoted from some of the influential usability bodies,[object Object],http://www.nist.gov/itl/hit/upload/Guide_Final_Publication_Version.pdf,[object Object],www.himss.org/content/files/himss_definingandtestingemrusability,[object Object],http://www.humanfactors.com/downloads/whitepapersrequest.asp?whitepaper=UXandHealthcare,[object Object],http://healthit.ahrq.gov/portal/server.pt/document/907504/09%2810%29-0091-1-ef_pdf?qid=80974149&rank=5,[object Object],http://www.usercentric.com/hit-usability,[object Object],http://www.himss.org/ASP/topics_FocusDynamic.asp?faid=358,[object Object],http://isvcommunity.com/profiles/blogs/meaningful-usability-in,[object Object],http://www.slideshare.net/jinnes/repositioning-user-experience?src=related_normal&rel=13728,[object Object]
Blabbering…,[object Object]
Some comments from a previous test and redesign,[object Object],Help Desk :,[object Object],‘Finally this looks like a software”,[object Object],“I would feel more comfortable is providing support to this than the previous (product name removed). ,[object Object],Training Team,[object Object],“ Tasks flows are very clear, there won’t be huge learning curve”,[object Object],“ I think it will reduce my training time”,[object Object],“ This restricted navigation works perfect! we will be able to control users task flows, which was not possible with (product name removed). ,[object Object],Account Manager,[object Object],“I thought the demonstration showed major improvement. I appreciate the opportunity to see what is coming and how it would affect the process of flow from a site perspective.” ,[object Object],Regional Vice President,[object Object],I thought the flow change was excellent. The pages do not look as busy as before.,[object Object],I think the changes are definitely more easier and user friendly. ,[object Object],Implementation Manager,[object Object],I have never seen Jimmy and Tina appreciating so much  about (product name removed). The fact that they are positive gives me a huge confidence,[object Object]
Some “quotes”…,[object Object],Usability cost-benefit data shows that including usability in product development actually cuts the time to market and increases sales because usability and ease of use build quality into products and catch many expensive problems early on in the cycle when they can be addressed at lower cost. Finally, working with users from the beginning of a product cycle ensures that the product is being designed so that users will be satisfied.   -- Claire Marie Karat, human-computer interface researcher at IBM,[object Object],What most separates firms with a disciplined approach to customer-experience management from their peers? The use of primary user research. 68% of the disciplined firms report using primary research to understand customers compared to only 21% of the undisciplined firms�the largest [gap] that we found.- Forrester Research,[object Object],Usability cost-benefit data shows that including usability in product development actually cuts the time to market and increases sales because usability and ease of use build quality into products and catch many expensive problems early on in the cycle when they can be addressed at lower cost. Finally, working with users from the beginning of a product cycle ensures that the product is being designed so that users will be satisfied.   -- Claire Marie Karat, human-computer interface researcher at IBM,[object Object],Most websites today fail basic tests of usability.   -- Forrester Research,[object Object],Over the last year online banking has attracted 6.3 million users, but a massive 3.1 million of those have closed their accounts already due to poor website design and inefficient service.- Internet Money Issue 4,[object Object]
What is not Usability,[object Object],Usability is not UI Design/Development. UI Design/Development is more a discipline focusing on the technical aspects of front End development,[object Object],Aesthetics and Visual Design does not ensure Usability, Usability is a result of research , domain expertise, technology and aesthetics.,[object Object],Asking users what they want and laundry lists do not ensure usability. A usability process that is solely dependant on asking what users want is prone to failures as users cannot precisely articulate what the core issues are. Observe users than ask.,[object Object],Marketing research can provide direction and base for Usability Analysis but is not entirety in itself for lack of ingrained end user focus.,[object Object],Common sense is not usability, Common sense based approach towards Usability tends to fail miserably as common sense differs from person to person and is often biased. ,[object Object],22,[object Object]
Why Usability Validation? Don’t we know enough?,[object Object],We do know our domain in our context and experience, but we are not our users, why risk? ,[object Object],Target users likes and dislikes are influenced by the similar experiences they had before from various software, gadgets and even from what their neighbor had or has.,[object Object],What is usable for me may not be for you, same applies to a group of end users from a particular domain and or demographic.,[object Object],Usable is often a very subjective feeling stemming from the difference between utility and usability of an  app. With no alternative in sight, users will adopt to the available. with more options, they pick and choose!,[object Object],Usability when not measured, subjected  and defended against metrics, can hurt negatively due to varied feedbacks from external market voices.,[object Object]
Measuring Usability,[object Object],Usability is the effectiveness, efficiency and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment.,[object Object]
Measuring Usability,[object Object],Usability is the effectiveness, efficiency and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment.,[object Object]
Known proponents of Usability and UCD,[object Object],IBM-http://www-01.ibm.com/software/ucd/ucd.html,[object Object],Apple-http://developer.apple.com/library/mac/#documentation/UserExperience/Conceptual/AppleHIGuidelines/XHIGDesignProcess/XHIGDesignProcess.html#//apple_ref/doc/uid/TP40002718-TPXREF101,[object Object],Microsoft- http://msdn.microsoft.com/en-us/library/ms997578.aspx,[object Object],Oracle- http://usableapps.oracle.com/getInvolved/labTours.html,[object Object],IDEO- http://www.ideo.com/work/human-centered-design-toolkit/,[object Object],SAP- http://www.sapdesignguild.org/editions/edition8/measuring_up.asp,[object Object],World Usability Day- http://www.worldusabilityday.org/,[object Object],UPA- http://www.upassoc.org/,[object Object],CHI-http://www.chi2011.org/,[object Object]
Thank You…,[object Object]

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Usability in product development

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