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Human-Computer Interaction IS4300: Previously Customers Made 7.8 Errors/form

This document summarizes several case studies demonstrating the business value of usability testing: 1) A 1-hour usability test of a rotary dial telephone interface cut 0.15 seconds per digit dialed, saving $1 million per year. 2) A $100,000 usability test of an insurance form identified errors that would have cost $563,023 to manually fix, saving over half a million dollars. 3) Despite the potential savings, quantifying the marginal improvements from usability and justifying the ROI can be difficult for businesses. Standard usability budgets for software projects are often only 1.5 person-years when closer to 2.3 person-years is ideal.

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Tahir963
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41 views11 pages

Human-Computer Interaction IS4300: Previously Customers Made 7.8 Errors/form

This document summarizes several case studies demonstrating the business value of usability testing: 1) A 1-hour usability test of a rotary dial telephone interface cut 0.15 seconds per digit dialed, saving $1 million per year. 2) A $100,000 usability test of an insurance form identified errors that would have cost $563,023 to manually fix, saving over half a million dollars. 3) Despite the potential savings, quantifying the marginal improvements from usability and justifying the ROI can be difficult for businesses. Standard usability budgets for software projects are often only 1.5 person-years when closer to 2.3 person-years is ideal.

Uploaded by

Tahir963
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Human-Computer Interaction

IS4300

Nielsen Ch 1 – Case Studies


 Rotary dial telephone – 1 hour usability test sped up
dialing by 0.15s/digit = $1M/yr savings
 $100K usability test of an insurance form = $563,023
savings in labor for staff to manually fix errors
 Previously customers made 7.8 errors/form
 Reduction of Boeing 757 flight crew from 3 to 2
 Reduction in operating instructions for pager from
3,000 words to 150 words

1
Need for Usability
 Study: 63% of software budgets
overran. Most-stated reasons:
 Frequent change requests by users
 Overlooked tasks
 User’s lack of understanding of own
requirements
 Insufficient user-analyst communication
 All are usability issues!

Business Case for Usability is


Often Difficult
 Marginal improvements in efficiency are
hard to quantify, so ROI is often difficult
to justify
 Average usability budget for software
development projects = 1.5 person-years
(ideal = 2.3)
 Published study: average cost is
$128,330 ($253,347 in today’s dollars)

2
Your software will be tested
for usability
 Even if you don’t do it…
 By your users!
 Change requests 100x more expensive than
problems corrected during development

Nielsen’s Slogans
 Your best guess is not good enough
 The user is always right
 The user is not always right
 Users are not designers
 Designers are not users
 Vice presidents are not users
 Less is more
 Details matter
 Help doesn’t

3
Discount Usability Engineering
 Usability doesn’t need to cost so much!
 User & Task observation
 Scenarios
 Narrative
 Paper prototype
 Software prototype
 Thinking aloud (formative usability test)
 Heuristic evaluation

Management plan for Usability


1. Recognize need for usability
2. Give visible management support
3. Devote resources
4. Integrate usability into development
lifecycle
5. Ensure all UIs are subjected to user
testing

4
Handbook of HCI
Cost Justification – Bias, et al
 Impacts of more usable systems
 Lower development cost (problems found
early)
 Less documentation required
 Less training required
 Less time required by User

Test Budget
 Personnel
 Tester compensation
 Computers
 Lab
 Special equipment (e.g., gaze tracker)
 Video/audio tapes

 WAG: $3k + $1k/user for typical industry test


 1993 $, ~+150% now)

5
Example cost justification

Olympic Message System


 1987 – usability still
in infancy
 Case study of design
methodology
 Voice messaging
system
 35 computers, 8
month development

6
OMS Methodologies
that we have used

OMS Design Principles


 Early focus on users and tasks
 Empirical
 Iterative design
 Integrated usability design

7
P8 – Finish Project & Do User
Testing – due 12/2
 Complete enough of your implementation to support user testing
 Should be fully functional unless you have a compelling rationale
 Complete user testing
 Exactly as you did in Paper Prototyping, but with your software prototype
 3+ users, 3+ tasks
 Briefing
 Can demo system on additional task first
 Redesign
 Sort severity problems by severity
 Address as many as possible
 Document everything
 Post
 Final software prototype
 Report

P9 – Final Presentation 12/2


 Each project gets 5 minutes (hard limit)
 Quick review of problem
 Demo (use your computer – test A/V in
advance)
 Evaluation – focus on P8 user study

8
P9 – Final Report 12/9
 Reflective/Cumulative
 At least 4 pages
 Summarize all design and evaluation
activities
 Focus on design alternatives and rationale
for selection
 Reflection on methodology and experience

Final Exam
 Thu, 12/12, 8-9:30am, Hayden Hall 221
 Coffee & donuts if you all turn in TRACE reviews!

 Closed book
 Cumulative / Integrative

22

9
Final Exam
 20% Concepts
 15% UI Critique
 25% Design problems
 Design for web, mobile, desktop
 40% Planning, Analyzing & Reporting Usability
Test Results
 Given a UI evaluation problem, write a test plan
 Given a study plan and resulting data, analyze & sketch report
 Quantitative and qualitative components

Topics
 Everything in Dix and lectures and
concepts in readings is fair game
 Exceptions
 Inferential statistics (details of hypothesis
testing)
 But, descriptive stats and experimental
study design concepts (between vs. within
subjects, sampling, randomization) may be
covered

10
Sample Exam

To do
 Finish P8, P9 Presentation
 Start on report

11

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