C:\Documents And Settings\Deanne\My Documents\Stc Stuff\From Other Stc Chapters\Top10 Usability Tips
- 1. Top 10 Tips to Increase Usability of User Documentation Christi Thompson
- 2. Usability Definition: The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use. -Human Factors International Effectiveness Eff Ease of learning Efficiency of use Memorability Error prevention Satisfaction Think PINC
- 3. 1. Start at the Top: Know the Business Goals K h B i G l Usability goals vs business goals Is everyone on the same page? Prioritize accordingly Measure your end results according to M d l di the business goals.
- 4. 2. 2 Create a Persona Persona: A concrete characterization of a single user group through a synthesis of th user, t k and environment profiles of th h th i f the task, d i t fil f that group. It provides a detailed example of the potential end user that represents a specific target audience type. Personas help you think in terms of users by p y providing insight into how they might use g g y g the product. User, Task, and Environment Profiles , , Paula Grey, Professional Staff Member, Senate Agriculture Committee, 42 years old, Divorced, 1 child, Law degree,Very y g y comfortable using a computer, intermediate internet user, with high-speed connection at work and DSL at home for daughter. Uses application extensively.
- 5. 3. Match Documentation to the User’s World U ’ W ld Schema: Essentially a packet of information in the human memory based on knowledge and experience. Use real world conventions and put things in i a natural, l i l order. l logical d Speak the user’s language.
- 6. 4. Understand the Programmer’s vs. User’s P i U ’ Point of View f Vi The developer can explain the screens and how they interact. The user brings to the program a conceptual schema of how it works. These must be in b i sync. Don’t just d D ’ j document how the program should h h h ld work in a perfect world. Figure out the obstacles users face and the strategies they use to accomplish the goal.
- 7. 5. Think BIGGER: What is the User’s Question? Wh i h U ’ Q i ? What is the more complex problem? Users rarely ask, “How do I use this menu option?” Instead, they ask, “ How do I move this block of stuff over there?” Start with the real questions and work from there.
- 8. 6. Expect Errors 6 Provide troubleshooting and special cases assistance. When analyzing tasks, don’t approach it from an error-free (developer’s) perspective. Focus on where errors are most likely to occur. Incorporate this information within the process where it occurs. Use examples The best ones include special examples. cases in addition to the normal issues.
- 9. 7. Consistent Consistency 7 Terminology should be consistent on the gy interface, labels on entry fields, error messages, guides, help, all documentation. g g p Ideally, Ideally match the user persona s persona’s vocabulary or go with the commonly accepted standard standard.
- 10. 8. Choose the Appropriate Media and Optimize dO i i Use your environment profile to determine the best final format. ete et e a o at. Print vs. Online:Valuable screen real vs estate may cause a preference for printed guides. guides
- 11. 9. 9 Do a Usability Test Human Help Index Summary Procedural P d l Discovery
- 12. 10. Measure the Results Against the Business Goals h B i G l Collect measurable results. Engineer the content for your audience. If the executive is interested in financial benefits, use a return on investment calculation to report how training and time spent on support calls was i i d i ll saved. If conversion and satisfaction is important, important report usage and satisfaction results results.
- 13. We are Information Developers We are not documenting simple g p procedures. We are assisting in complex p problem solving. g It helps if people know about F1 F1.
- 14. The End! Christi Thompson, CUA p Technical Communicator, CORPTAX, Inc. chrthompson@corptax.com chrthompson@corptax com THANK YOU .