Express Usability: Conduct Usability in 40 Hours or Less (Sarah Weise)
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The document describes a methodology for conducting express usability studies in 40 hours or less. It involves creating a fixed-price menu of service offerings grouped by data gathering, analysis, and deliverables. Templates are prepared in advance to aid the process. Two case studies are described where the methodology was applied to improve an intranet homepage and simplify the USAJobs website navigation. The express methodology allows clients to be introduced to usability and differences to be demonstrated in a short timeframe.
Express Usability: Conduct Usability in 40 Hours or Less (Sarah Weise)
- 1. Express Usability >>Sarah Weise weise_sarah@bah.com Booz | Allen | Hamiltonhttp://www.flickr.com/photos/joenugent/2708112724/in/pool-movinglife/
- 2. Can you really make a difference in 40 hours or less?Yes you can! A little usability is better than no usability. Booz | Allen | Hamilton
- 3. Usable government sites! Take a peek…Booz | Allen | Hamilton
- 4. We all know that an investment in usability pays off. You’re at a UPA conference, so you must be a believer.But that doesn’t mean your customers are. It’s possible they’ve never heard of usability before. Maybe they’ve heard of it but think it’s an unnecessary expense.In these instances, a quick study is a LOW RISK way for you to…Booz | Allen | Hamiltonhttp://www.flickr.com/photos/alancleaver/2638883650/http://www.flickr.com/photos/dcdead/3839998414/
- 5. Introduce your clients to usabilityMake a difference in a short timeframeBuild repeat businessBooz | Allen | Hamilton
- 6. Other reasons for quick usability studies…Projectwith an agile scheduleProject simply doesn’t have the time or budgetEmergency room usability At the very last minute, you’ve been called to help fix a problem.Booz | Allen | Hamilton
- 7. In any of these instances, you can not only make a differencebut also possibly…Booz | Allen | Hamilton
- 8. Turn your clients into believers!http://www.flickr.com/photos/alancleaver/2638883650/
- 9. So this presentation will introduce one methodology of express usability that includes:Creating a menu of service offerings that your team can accomplish in 40 hours or less
- 10. Preparing templates in advance so that you’re ready to start a one-week studyAt the end of this presentation, you should be able to immediately apply these concepts and start getting your menu and templates prepared for the next time you need to do a short-term study.Booz | Allen | Hamiltonhttp://www.flickr.com/photos/hlk/389341090/
- 11. So let’s get started!Our methodology originated by looking at a Fixed Price menu at a restaurant. For a standard cost, you get to choose one appetizer, one main course, and one dessert.The technique is as simple as 1 – 2 – 3…Booz | Allen | Hamiltonhttp://www.flickr.com/photos/nicknamemiket/4076565917/
- 12. List your offeringsGroup by Data Gathering, Analysis, & DeliverableChoose one from each groupBooz | Allen | Hamiltonhttp://www.flickr.com/photos/nicknamemiket/4076565917/
- 13. PRIX FIXE MENUData Gathering :: choose oneFocus groupPlan and lead 6 hours worth of focus group sessions*Usability testingCreate scenarios based on top tasks, craft post-test survey, and conduct 6 hours worth of one-on-one usability testing*Web surveyCreate survey questions to solicit preference data and discover more about target audiences*Existing dataEvaluate existing data such as help desk tickets, web analytics, and/or survey dataAnalysis :: choose oneHeuristic reviewExpert evaluation of select screens from a website or applicationHomepage analysisCoupled with a mockup displaying information more effectivelyVisual evaluationAnalysis of branding strategy, colors, images, typographyTask analysis Evaluate paths to streamline information architecturePersuasion, emotion, trust evaluationEvaluate how to more effectively move customers to take actionStakeholder analysisBased on a web survey, focus group, or existing data if availablePattern analysisIdentify trends in existing dataBenchmarkCompare my site to my competitors’ This is an example of my team’s fixed price menu. Our activities are listed by data gathering, analysis, or deliverable.When you list all of your activities out in advance, it takes much less time to strategize and plan each time you get a new short-term project.You’ll notice that none of the techniques in and of themselves are new. They are simply tailored to fit into a short timeframe. * Recruiting/scheduling not includedBooz | Allen | Hamilton
- 14. PRIX FIXE MENUData Gathering :: choose oneFocus groupPlan and lead 6 hours worth of focus group sessions*Usability testingCreate scenarios based on top tasks, craft post-test survey, and conduct 6 hours worth of one-on-one usability testing*Web surveyCreate survey questions to solicit preference data and discover more about target audiences*Existing dataEvaluate existing data such as help desk tickets, web analytics, and/or survey dataAnalysis :: choose oneHeuristic reviewExpert evaluation of select screens from a website or applicationHomepage analysisCoupled with a mockup displaying information more effectivelyVisual evaluationAnalysis of branding strategy, colors, images, typographyTask analysis Evaluate paths to streamline information architecturePersuasion, emotion, trust evaluationEvaluate how to more effectively move customers to take actionStakeholder analysisBased on a web survey, focus group, or existing data if availablePattern analysisIdentify trends in existing dataBenchmarkCompare my site to my competitors’ * Recruiting/scheduling not includedBooz | Allen | Hamilton
- 15. PRIX FIXE MENUDeliverable :: choose oneRecommendations reportDetails top recommendations based on our analysis in a finding-rationale-recommendation format Screen-by-screen findings reportPoints out areas on each page that can be improved Design conceptsPair with the visual evaluation: two alternate design conceptsInformation architecture recommendationsNavigational outline or flow chart detailing enhancements to organization and page flowWireframe(s)Visually displays layout recommendations; interactive prototyping may be an option if time permitsTrend reportPair with the pattern analysis or benchmark; couple with stakeholder analysis if data is available and time permitsBooz | Allen | Hamilton
- 16. So in order to show you how selections from this menu help us to complete our analysis in 40 hours, I’ll tell you a couple stories of how we’ve selected different combinations of offerings.Booz | Allen | Hamilton
- 17. My first story is about an intranet my team was called in to help fix. When we first met with the client, we were only 6 weeks away from the site’s launch, so we had very limited hours.Booz | Allen | Hamilton
- 18. The homepage consisted of 3 screenfullsof information. Booz | Allen | Hamilton
- 19. A news feed, one of the most helpful items on the site, only displayed when a user clicked one of the navigation tabs.Booz | Allen | Hamilton
- 20. In a 40-hour project, there’s not enough time to fix everything. So we needed to decide where to focus our efforts.Booz | Allen | Hamilton
- 21. These screens are taken directly from a survey we often walk our clients through. Booz | Allen | Hamilton
- 22. The final question about your client’s main goals is the most important because it helps you select your analysis technique, the main course from your fixed price menu.Booz | Allen | Hamilton
- 23. PRIX FIXE MENUData Gathering :: choose oneFocus groupPlan and lead 6 hours worth of focus group sessions*Usability testingCreate scenarios based on top tasks, craft post-test survey, and conduct 6 hours worth of one-on-one usability testing*Web surveyCreate survey questions to solicit preference data and discover more about target audiences*Existing dataEvaluate existing data such as help desk tickets, web analytics, and/or survey dataAnalysis :: choose oneHeuristic reviewExpert evaluation of select screens from a website or applicationHomepage analysisCoupled with a mockup displaying information more effectivelyVisual evaluationAnalysis of branding strategy, colors, images, typographyTask analysis Evaluate paths to streamline information architecturePersuasion, emotion, trust evaluationEvaluate how to more effectively move customers to take actionStakeholder analysisBased on a web survey, focus group, or existing data if availablePattern analysisIdentify trends in existing dataBenchmarkCompare my site to my competitors’ Since our client’s main goal was to improve the look & feel of the site and create a more positive first impression, we spent our time improving the visual aspects of the homepage.As the expert, you are going to be the one to make the menu choices for your client. You’re never going to give the menu directly to the client and let your client pick because they might pick something they don’t need, or don’t have data for. * Recruiting/scheduling not includedBooz | Allen | Hamilton
- 24. PRIX FIXE MENUData Gathering :: choose oneFocus groupPlan and lead 6 hours worth of focus group sessions*Usability testingCreate scenarios based on top tasks, craft post-test survey, and conduct 6 hours worth of one-on-one usability testing*Web surveyCreate survey questions to solicit preference data and discover more about target audiences*Existing dataEvaluate existing data such as help desk tickets, web analytics, and/or survey dataAnalysis :: choose oneHeuristic reviewExpert evaluation of select screens from a website or applicationHomepage analysisCoupled with a mockup displaying information more effectivelyVisual evaluationAnalysis of branding strategy, colors, images, typographyTask analysis Evaluate paths to streamline information architecturePersuasion, emotion, trust evaluationEvaluate how to more effectively move customers to take actionStakeholder analysisBased on a web survey, focus group, or existing data if availablePattern analysisIdentify trends in existing dataBenchmarkCompare my site to my competitors’ After choosing our analysis technique, we paired it with an data gathering method. Our client did not allow us access to real users, so we opted to analyze existing help desk tickets to tell us what users struggled with in the existing application.* Recruiting/scheduling not includedBooz | Allen | Hamilton
- 25. PRIX FIXE MENUDeliverable :: choose oneRecommendations reportDetails top recommendations based on our analysis in a finding-rationale-recommendation format Screen-by-screen findings reportPoints out areas on each page that can be improved Design conceptsPair with the visual evaluation: two alternate design conceptsInformation architecture recommendationsNavigational outline or flow chart detailing enhancements to organization and page flowWireframe(s)Visually displays layout recommendations; interactive prototyping may be an option if time permitsTrend reportPair with the pattern analysis or benchmark; couple with stakeholder analysis if data is available and time permitsThe deliverable you present will really depend on the analysis and data gathering technique you have selected, so choose it last. For this project, we chose to couple a recommendations report with a mockup of what the site could look like if they followed our recommendations. So once you’ve chosen from your menu, you’re ready to get started! Booz | Allen | Hamilton
- 26. Templates prepared in advance for some of these activities will help you: Work faster
- 27. Ensure that you’re not missing anything
- 28. Aid in consistency between projects, even with different analystsBooz | Allen | Hamilton
- 29. Heuristic Review Template One template our team often uses is a template for conducting heuristic reviews. Regardless of what heuristics you use, you can format them in a way that will make it quicker and easier to conduct a heuristic review.This example template is in Excel, and for each heuristic details a Finding, Recommendation, Rationale with research findings, and the Sources cited in the rationale. By having this template all written out, you’ll know exactly what the statistics are and who to cite without having to spend time looking it up.Booz | Allen | Hamilton
- 30. In a pinch, present recommendations in ExcelIf you only have a day or two to conduct your review, you can even use this spreadsheet to present your recommendations. Go through your findings one by one and simply delete the ones that don’t apply; keep and customize the ones that do.Booz | Allen | Hamilton
- 31. … Just add an introductionBooz | Allen | Hamilton
- 32. … and best practices currently followedWe always like to add a section about what the existing site is doing right. It not only helps get your client in a good mood before they hear that their baby is ugly, but also shows that we’re not here to criticize; we’re here to help.So getting back to the story of our intranet…Booz | Allen | Hamilton
- 33. In just 40 hours, we…Analyzed help desk tickets
- 36. Created 3 mockups for a phased approach to our recommendationsBooz | Allen | Hamilton
- 37. Our DeliverablesRecommendations ReportMockups to Illustrate our RecommendationsBooz | Allen | Hamilton
- 38. My second story is about USAJobs.gov, a website where anyone can apply for a U.S. Government job.Booz | Allen | Hamilton
- 39. By identifying our client’s goals, we chose to focus on:Identifying usersSimplifying the navigation Booz | Allen | Hamilton
- 40. PRIX FIXE MENUData Gathering :: choose oneFocus groupPlan and lead 6 hours worth of focus group sessions*Usability testingCreate scenarios based on top tasks, craft post-test survey, and conduct 6 hours worth of one-on-one usability testing*Web surveyCreate survey questions to solicit preference data and discover more about target audiences*Existing dataEvaluate existing data such as help desk tickets, web analytics, and/or survey dataAnalysis :: choose oneHeuristic reviewExpert evaluation of select screens from a website or applicationHomepage analysisCoupled with a mockup displaying information more effectivelyVisual evaluationAnalysis of branding strategy, colors, images, typographyTask analysis Evaluate paths to streamline information architecturePersuasion, emotion, trust evaluationEvaluate how to more effectively move customers to take actionStakeholder analysisBased on a web survey, focus group, or existing data if availablePattern analysisIdentify trends in existing dataBenchmarkCompare my site to my competitors’ * Recruiting/scheduling not includedBooz | Allen | Hamilton
- 41. We created our survey based on a template of standard questions we ask about the site.Booz | Allen | Hamilton
- 42. Booz | Allen | Hamilton
- 43. PRIX FIXE MENUData Gathering :: choose oneFocus groupPlan and lead 6 hours worth of focus group sessions*Usability testingCreate scenarios based on top tasks, craft post-test survey, and conduct 6 hours worth of one-on-one usability testing*Web surveyCreate survey questions to solicit preference data and discover more about target audiences*Existing dataEvaluate existing data such as help desk tickets, web analytics, and/or survey dataAnalysis :: choose oneHeuristic reviewExpert evaluation of select screens from a website or applicationHomepage analysisCoupled with a mockup displaying information more effectivelyVisual evaluationAnalysis of branding strategy, colors, images, typographyTask analysis Evaluate paths to streamline information architecturePersuasion, emotion, trust evaluationEvaluate how to more effectively move customers to take actionStakeholder analysisBased on a web survey, focus group, or existing data if availablePattern analysisIdentify trends in existing dataBenchmarkCompare my site to my competitors’ We analyzed the top task of the site – applying for a job – to see how we could streamline the page flow. Because we only had a limited amount of time, this was the sole task we analyzed.* Recruiting/scheduling not includedBooz | Allen | Hamilton
- 44. PRIX FIXE MENUDeliverable :: choose oneRecommendations reportDetails top recommendations based on our analysis in a finding-rationale-recommendation format Screen-by-screen findings reportPoints out areas on each page that can be improved Design conceptsPair with the visual evaluation: two alternate design conceptsInformation architecture recommendationsNavigational outline or flow chart detailing enhancements to organization and page flowWireframe(s)Visually displays layout recommendations; interactive prototyping may be an option if time permitsTrend reportPair with the pattern analysis or benchmark; couple with stakeholder analysis if data is available and time permitsBooz | Allen | Hamilton
- 45. As Is… We presented the “As Is” navigation as a series of screen shots to demonstrate how overwhelming it was to walk through over 30 screens. This was a very quick slide to create, yet it made a BIG impact. Booz | Allen | Hamilton
- 46. We then recommended how to streamline the site from 30 steps to 9 steps. We didn’t have time to mock up all the screens, so we wrote out what should go on them.Could be…Booz | Allen | Hamilton
- 47. For the most important pages, we pointed out with callout boxes the areas that could be improved.Booz | Allen | Hamilton
- 48. Even though we did not have mockups for each page, the client still got the message. Before enhancements…Booz | Allen | Hamilton
- 49. After enhancements…Even at first glance, you can tell that the site has been drastically simplified.Booz | Allen | Hamilton
- 50. Even in 40 hours or less, you can show your clients a new perspective with tools like:Fixed price menu
- 51. Questions to determine client goals
- 54. Recommendation report formats (finding-rationale-recommendation; information architecture; page callouts)These tools will help you not only recommend enhancements quickly, but also engage your client in a discussion about usability and possibly build future business.Booz | Allen | Hamiltonhttp://www.flickr.com/photos/dcdead/3774692989/
Editor's Notes
- #2: This presentation is about Express Usability: How to make a difference in as little as 40 hours.
- #7: In any of these instances, you can not only make a difference to a site, but also possibly…
- #8: In any of these instances, you can not only make a difference to a site, but also possibly…
- #9: So here’s how to do it. The rest of this presentation will a practical guide to how to tailor standard usability techniques so that you can apply them in a shorter timeframe than you may be used to.
- #15: So in order to show you how selections from this menu help us to complete our analysis in 40 hours, I’m going spend the rest of the time telling you a couple stories of how we’ve selected different combinations of offerings.
- #16: My first story is about an intranet my team was called in to help fix. When we first met with the client, we were only 6 weeks away from the site’s launch, so we had very limited hours.As you can see from this slide, the intranet homepage consisted of 3 screen-fulls of information. There was also a pop-up to a news feed section.
- #26: You’ll be able to go through the findings one by one to see which ones apply to your site. Delete the ones that don’t apply and keep the ones that do.
- #38: So after we found out about the users and what they wanted and needed on a government job search site, we started to re-structure the information architecture. To do this, we chose to conduct a task analysis, and…
- #42: For the most important pages, we pointed out with call-out boxes areas that could be improved.