CEE SEC’10
Moscow
Russian Federation
Integrating Quality, Quality in Use,
Actual Usability and User Experience
Luis Olsina
Agenda
GIDIS_Web Engineering School
Universidad Nacional de La Pampa
• Introduction / Related Work
• 2Q2U Framework
• Extending ISO EQ Model
• Extending ISO QinU Model
• Model Instantiation
• SIQinU Improvement Strategy
• Summary / Current Work
General Pico, Argentina
olsinal@ing.unlpam.edu.ar
Philip Lew/Li Zhang
School of Computer Engineering
Beijing University of Aeronautics and Astronautics
Beijing, China
philiplew@gmail.com/lily@buaa.com.cn
Introduction: What is Quality?
Quality is not an absolute concept but rather a relative, multidimensional and contextual one
Quality of a Sw Product
(as per ISO/IEC)
–
The totality of characteristics of an entity that bears on its
ability to satisfy stated or implied needs
–
The quality of a system is the degree to which the system
satisfies the stated and implied needs of its various
stakeholders.
Introduction: What is a Quality Model?
Quality Model
–
Defined set of characteristics and the relationships between them which
provide the basis for specifying quality requirements and evaluating
quality
Introduction: Views of Quality
Three Views of Sw. Quality (ISO 9126-1: 2001/25010:2009)
–
Internal Quality
●
–
External Quality
●
–
It can be measured and evaluated by static attributes of documents
such as specification of requirements, architecture, or design; pieces
of source code, and so forth.
It can be measured and evaluated by dynamic properties of the
running code in a computer system, i.e. when the module or full
application is executed in a computer or network simulating as close
as possible the actual environment
Quality in Use
●
●
QinU is the degree to which a sw/Web application used by specific
users meets their needs to achieve specific task goals with
effectiveness, efficiency, flexibility, safety and satisfaction in specific
contexts
It evaluates the degree of excellence,
Contributions
Contributions of this research are:
A proposed extension to ISO 25010 internal/external quality and
quality in use models
●
Proposed integrated and flexible framework 2Q2U (internal /
external Quality, Quality in use, actual Usability and User
experience) for modeling software/WebApp quality requirements
and particularly quality in use to relate the concepts of actual
usability and user experience
●
An instantiation, for illustration purposes, of the ISO 25010 quality
in use model.
●
●
The SIQinU strategy and process (Strategy for understanding
and Improving Quality in Use in a non-intrusive way)
Related Work
●
We have examined the related work with an eye for
improvement opportunities
●
ISO 9126-1 and 25010/25012
●
Information Quality related work (Strong et al., Olsina et al.)
●
User Experience related work (Bevan , Hassenzahl, etc.)
●
Learnability and usability related work (Nielsen, etc)
Data vs. Information
Some slight difference in meaning between data and
information concepts.
●
●
A piece of data is raw material; even though it can bear
some degree of information.
Data come from attribute measurements, facts, formula
calculations, etc.
–
●
●
basically they have categorical or numerical values, a scale type,
and may also have an explicit procedure to produce or collect
them.
Structured data sets are often represented in databases.
On the other hand, information has an added value over
data.
–
That is, information is the meaningful interpretation of data for a
given context, purpose, and user viewpoint.
Data vs. Information
●
●
Usually, a traditional software program is a mixture of
functions and data.
Many web pages are content oriented, i.e. are intended to
deliver information (usually unstructured semantically).
For example:
–
A scientific article can be hyperlinked and posted as content
Web pages.
–
A webpage component, e.g. a shopping cart, can edit an item
quantity and recalculate prices (applying a function over data).
However, also may show contextual information …
Examining ISO 25010/25012
●
●
●
ISO 25010 standard considers three views of quality
–
Internal/External quality, and Quality in Use
–
Learnability categorized as an internal/external quality subcharacteristic under the operability characteristic.
ISO 25012 considers data as an entity with a separate model
and intended to be used in conjunction with ISO 25010.
–
There is a need to integrate information quality as part of the overall
quality of an application rather than as a separate entity
–
Particularly for WebApps fully dependent on presenting information ...
We propose to augment the ISO 25010 standard to include
information quality as a characteristic of the internal/external
quality models
Extending the ISO 25010 I/EQ Models
Content quality (Infoquality): the degree to which the software/WebApp
provides accurate, suitable, accessible and legally compliant information when
used under specified conditions
a) ISO 25010 internal/external quality model
b) adding information quality
Content Quality Sub-characteristics
Sub-characteristic Definition
Content
Accuracy
The degree to which the software/WebApp provides
information that is correct, credible and current.
Content
Suitability
The degree to which the software/WebApp provides
information with the right coverage, added value, and
consistency, considering the specified user tasks and goals.
Content
Accessibility
The degree to which the software/WebApp provides
information that is accessible for all users (with or without
disabilities) taking into account both technical and
representational aspects.
The degree to which the software/WebApp adheres to
standards, conventions, and legal norms related to content
as well as to intellectual property rights.
Content Legal
Compliance
Examining ISO 25010 QinU Model
●
●
ISO 25010 quality in use model includes previous ISO 9126-1
quality in use characteristics while adding others.
Learnability, an internal/external sub-characteristic of operability
in ISO 25010 has not been moved to usability in use
–
●
For fully functional complex WebApps, users have a relatively long learning
curve when compared to a simple website
Learnability in ISO 25010 as a product quality does not account
for:
–
Process of learning in real context of use
–
Some researchers (including Bevan) have determined learnability to be
linked directly with usability in use
Extending the ISO 25010 QinU Model
a) ISO 25010 quality in use model
b) adding learnability in use
Examining User Experience (UX)
●
●
ISO standard definition for User eXperience is still not
available.
Hassenzahl characterized user’s goals as:
–
Pragmatic (do-goals) : refers to the product's perceived ability to support
the task achievement and focuses on the product’s utility and usability in
completing tasks, the ‘do-goals’ of the user.
–
Hedonic (be-goals) : product's ability to support the user’s achievement
of ‘be-goals’, such as being happy, stimulated and satisfied.
●
Real goal of the end user is fulfilling be-goals
●
Be-goals are the driver of user experience
–
Do-goals are not the end goal of the user
–
Pragmatic quality has no value by itself, other than enabling
accomplishment of be-goals.
14
Proposed 2Q2U framework and models
●
●
●
Framework for modeling NFR for internal/external Quality, Quality in use,
actual Usability and User experience (2Q2U)
Extends the ISO 25010 standard – add 2 characteristics
–
Information quality
–
Learnability in use
Add two new concepts, actual usability and UX, to which characteristics
and sub-characteristics can be related in a flexible way :
–
Actual Usability: degree to which specified users can achieve specified
goals with effectiveness in use, efficiency in use, learnability in use, and
accessibility in use in a specified context of use.
–
Actual User Experience: degree to which specified users can achieve
actual usability, safety, and satisfaction in use in a specified context of use.
Proposed 2Q2U modeling framework …
Instantiating 2Q2U
• Actual usability is related to satisfying the do goals of the end user in
completing real tasks
•
Not a prerequisite for actual UX, but has influence as one of its characteristics.
• Satisfaction in use is part of actual UX rather than in actual usability.
•
Satisfaction in use and safety are in italic to denote their hedonic nature.
• Safety is depicted as a hedonic characteristic of actual UX
• Contributes to the user’s emotional needs for security and trust rather than just
satisfying a do-goal.
QinU Model Instance: Requirement Tree
1. Quality in Use
1.1. Actual User Experience
1.1.1.
Actual Usability
1.1.1.1. Effectiveness in use
1.1.1.1.1. Sub-Task Correctness (synonym: Accuracy)
1.1.1.1.2. Sub-Task Completeness
1.1.1.1.3. Task Successfulness (synonym: Effectiveness)
1.1.1.2. Efficiency in use
1.1.1.2.1. Sub-Task Correctness Efficiency
1.1.1.2.2. Sub-Task Completeness Efficiency
1.1.1.2.3. Task Successfulness Efficiency
1.1.1.3. Learnability in use
1.1.1.3.1. Sub-Task Correctness Learnability
1.1.1.3.2. Sub-Task Completeness Learnability
1.1.1.3.3. Task Successfulness Learnability
Overview of SIQinU
Strategy for Understanding and Improving Quality in Use in a nonintrusive way
Summary and Current Work
Provided reasoning and recommendations for adding
information quality and learnability in use to extend the
ISO 25010 standard.
●
Characterized and described two new concepts, actual
usability and actual user experience
●
Relating them in the 2Q2U modeling framework
–
●
The SIQinU strategy and process (Strategy for
understanding and Improving Quality in Use in a nonintrusive way)
–
A repeatable strategy and process for understanding and improving
QinU in a non-intrusive way
●
–
by inspecting also the external quality and improving the WebApp
Using SIQinU we are currently performing a full case study for a
Defect Tracking WebApp (JIRA)
Questions ?
UNLPam, La Pampa, Argentina
BUA, Beijing, China
Dr. Luis Olsina
MSc. Philip Lew
E-mail:
olsinal@ing.unlpam.edu.ar
E-mail philiplew@gmail.com
Dr. Li Zhang
E-mail lily@buaa.com.cn
Authors References
Lew P., Olsina L., Li Zhang; (2010) Quality, Quality in Use,
Actual Usability and User Experience as Key Drivers for Web
Application Evaluation, In: LNCS 6189, Springer, ICWE 2010, Vienne,
Austria, pp. 218-232
Olsina, L; Papa, F.; Molina, H; 2008, How to Measure and
Evaluate Web Applications in a Consistent Way, Chapter in
Springer Book titled Web Engineering: Modelling and Implementing Web
Applications, Rossi, Pastor, Schwabe, & Olsina Eds.
Sassano, R.; Olsina L.; Mich, L. 2009, Modeling Content
Quality for the Web 2.0 and follow-on Applications. Chapter XXI
In: “Handbook of Research on Web 2.0, 3.0 and X.0: Technologies,
Business, and Social Applications”, San Murugesan (Ed). IGI Global,
Information Science Reference, pp. 371-386. ISBN: 978-1-60566-384-5