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Usability of telework

Nigel BevanNigel Bevan

nbevan@usability.serco.comnbevan@usability.serco.com

www.usability.serco.comwww.usability.serco.comwww.usabilitynet.orgwww.usabilitynet.org

Serco Usability ServicesSerco Usability Services

UKUK

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Usability of teleworkUsability of telework

The impact of usability problems In the office environment there is usually someone who can help Usability is important for the teleworker who has no one to help

Teleworkers using a PC that have a degree: UK: 35% Italy: 32% Germany: 23%

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Problems caused by poor usabilityProblems caused by poor usability

E-commerce web sitesE-commerce web sites User success in purchasing ranges from 25%-42%User success in purchasing ranges from 25%-42%

Google tests with users every week!Google tests with users every week!

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Poor user requirements cause projects to failPoor user requirements cause projects to fail

Standish Group found thatStandish Group found that

51% 51% of projects failedof projects failed

31% 31% were partially successfulwere partially successful Main causes were poor user requirements:Main causes were poor user requirements:

13.1%13.1% Incomplete requirementsIncomplete requirements

12.4%12.4% Lack of user involvementLack of user involvement

10.6%10.6% Inadequate resourcesInadequate resources

9.9%9.9% Unrealistic user expectationsUnrealistic user expectations

9.3%9.3% Lack of management supportLack of management support

8.7%8.7% Requirements keep changingRequirements keep changing

8.1%8.1% Inadequate planningInadequate planning

7.5%7.5% System no longer neededSystem no longer needed

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The danger of not setting usability requirementsThe danger of not setting usability requirements

New software for issuing UK passportsNew software for issuing UK passports Installed in passport issuing officesInstalled in passport issuing offices Took operators twice as longTook operators twice as long Caused delays of up to 3 months in obtaining a passportCaused delays of up to 3 months in obtaining a passport Huge cost of additional clerical staffHuge cost of additional clerical staff

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Human centred design processes for interactive Human centred design processes for interactive systemssystemsISO 13407 ISO 13407

1. Plan the human centred process

1. Plan the human centred process

2. Specify the context of use

2. Specify the context of use

4. Produce design solutions

4. Produce design solutions

3. Specify user and organisational

requirements

3. Specify user and organisational

requirements

5. Evaluate designs against

user requirements

5. Evaluate designs against

user requirements

Meets requirements

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TRUMP: Trial Usability Maturity ProcessTRUMP: Trial Usability Maturity Process

EU-funded trial application of user-centred design EU-funded trial application of user-centred design methods, 1998-2000methods, 1998-2000 Based on methods developed in previous research projects Based on methods developed in previous research projects

(INUSE and RESPECT)(INUSE and RESPECT)

Serco: apply the methodsSerco: apply the methods

One year trial with companies in UK and IsraelOne year trial with companies in UK and Israel

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Getting started: 3 types of methodGetting started: 3 types of method

www.usability.serco.com/trump

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A: Stakeholder meetingA: Stakeholder meeting

Purpose: how does usability contribute to the business Purpose: how does usability contribute to the business goalsgoals How important is usability for this project?How important is usability for this project?

Short workshop:Short workshop: Why is the system being developed? What are the overall Why is the system being developed? What are the overall

objectives? How will it be judged as a success? objectives? How will it be judged as a success? Who will use the intended system? Why will they use it? What Who will use the intended system? Why will they use it? What

experience and expertise do they have?experience and expertise do they have? What key functionality and content is needed to support the user What key functionality and content is needed to support the user

needs? needs? How will the system be used? What is the overall workflow? How will the system be used? What is the overall workflow? How important is ease of use and ease of learning? How important is ease of use and ease of learning? How will users obtain assistance? How will users obtain assistance?

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B: Paper prototyping: Navigation structureB: Paper prototyping: Navigation structure

Workshop with designers and usersWorkshop with designers and users Everyone produces sticky notes for all imagined functions and Everyone produces sticky notes for all imagined functions and

contentcontent Sort into logical groups on the wallSort into logical groups on the wall Arrange into a hierarchy to support common user tasksArrange into a hierarchy to support common user tasks

Evaluate by stepping though user tasksEvaluate by stepping though user tasks Simpler than card sortingSimpler than card sorting IAI Method evaluationIAI Method evaluation

The method had a great impact on the look and feel, it’s The method had a great impact on the look and feel, it’s software requirements and architecturesoftware requirements and architecture

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Sorting Post-it notesSorting Post-it notes

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B2: Paper Mockup PrototypingB2: Paper Mockup Prototyping

Sketch potential screen or page designsSketch potential screen or page designs Indicate main content and functionsIndicate main content and functions

Evaluate with usersEvaluate with users Present first page or screenPresent first page or screen Ask the user to comment and make a selectionAsk the user to comment and make a selection Present the next chosen pagePresent the next chosen page

Many types of feedbackMany types of feedback Does the navigation structure support the user’s task?Does the navigation structure support the user’s task? Do users understand the terminology?Do users understand the terminology? Can users find the information they need?Can users find the information they need? Do users understand the purpose of the site or application?Do users understand the purpose of the site or application?

QuickTime™ and aTIFF (LZW) decompressorare needed to see this picture.

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C: Formal Usability TestingC: Formal Usability Testing

Test the first working prototypeTest the first working prototype Typical users from the most important user groupsTypical users from the most important user groups Can the users achieve typical tasks without assistance?Can the users achieve typical tasks without assistance?

or ask users to carry out their own tasksor ask users to carry out their own tasks

FeedbackFeedback What percentage of users are successful?What percentage of users are successful? Would users choose to use this site/application? Why?Would users choose to use this site/application? Why?

Do users trust it?Do users trust it? How do they feel about the brand?How do they feel about the brand? How does it compare with similar sites/applications?How does it compare with similar sites/applications?

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TRUMP Recommended methodsTRUMP Recommended methods

1. Stake-holder meeting

2. Context of use

3. Scenarios

4. Usability requirements

5. Evaluate existing system

6. Prototyping

7. Style guide

8. Evaluation

9. Usability testing

10. Collect feedback

feasibility requirements design implement release

System lifecycle

PlanProcess

SpecifyContext of

Use

DesignSolutions

SpecifyRequirements

Evaluate against Requirements

www.usability.serco.com/trump

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www.usabilitynet.orgwww.usabilitynet.org

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UsabilityNetUsabilityNet

Disseminating information on user centred designDisseminating information on user centred design

EU Support Action, 2001-2003EU Support Action, 2001-2003

Support for practitioners, managers and EU projectsSupport for practitioners, managers and EU projects

Represented in 15 countriesRepresented in 15 countries

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UsabilityNetUsabilityNet

Support usability professionalsSupport usability professionals Web siteWeb site Work with local groupsWork with local groups

Support for managersSupport for managers Business benefitsBusiness benefits List of usability services in each countryList of usability services in each country

Will set up a Usability ForumWill set up a Usability Forum European professional societiesEuropean professional societies

Provide free support for EU projectsProvide free support for EU projects

Use the siteUse the site Join UsabilityNet and contribute to the siteJoin UsabilityNet and contribute to the site

www.usabilitynet.orgwww.usabilitynet.org