January 16, 2003
Randolph G. Bias, Ph.D.
rbias@ischool.utexas.edu
cell: 512-657-3924
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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1 - Offer a little background regarding usability engineering
2 - Communicate the VALUE of pursuing usability in the development of your web site
3 Demonstrate that usability isn’t just a “nice-tohave” i
- Thank you for having me here today.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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•B.S. in psych from FSU
•Ph.D. in cognitive psych from UT-Austin
•Bell Labs for 3 years
•IBM-Austin for 11 years
•BMC Software for 5 years
•Co-founded Austin Usability 3 years ago
•Previously adjunct faculty member at UT;
Have taught at UT, Rutgers, Huston-
Tillotson, SWTSU
•Newly an assoc. prof. in the UT School of
Information
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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. . . designed to simultaneously
1. Establish the domain for our talk and
2. Insult everyone in the room.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Usability -- the quality of a system, program, web site, or device that enables it to be easily understood and conveniently used.
Usability affords the user easy access to the product’s functions.
HCI -- the point of contact between the user and the computer, including all physical and informational content.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• It ’ s everywhere
• In the everyday world: an (old) photocopier - which button do you press to start making copies?
not this one either i nice knife… which side do you cut with?
this is the “start” button not this one! that’s the
“clear all settings” button! did you think it meant “copy”?
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• intranets and the
Internet: say you want to cancel your subscription…what would you do?
this box pops up when you click
“No” i click here, right?
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• “66.8% of online shoppers have abandoned sites because they were unable to locate a product; 59% have left because the sites were disorganized or confusing.” (1)
• In a study of online merchandise purchases, “almost half of all attempts to make a purchase failed because the users could not work out how to complete the transaction.” (2)
• It’s estimated that billions in potential revenue are lost yearly due to user confusion and frustration on the web. (3)
(1) Georgia Institute of Technology (1999). GVU Center 10th WWW User Survey, 1999 . Atlanta:
GVU. (www.gvu.gatech.edu/user_surveys/)
(2) The Economist (2001, April 14). Design Darwinism .
(3) Rehman, A. (2000). Holiday 2000 E-
Commerce: Avoiding 14 Billion in “Silent Losses."
NY, NY:
Creative Good.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Typical software development process:
– product conception (MRD)
– design: product mgmt and engineering negotiate features
– coding; maybe a visual designer makes a pass
– QA / test
– deployment
– customers & users start complaining, support phones ring
– big customers submit modification requests team gets to work addressing issues for R1.1
• Why wasn’t the user represented earlier in the process?
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Website built to satisfy management, not users
– “Branding” becomes the focus, site is treated as an advertisement, visual design overrides usability
– It takes an act of corporate bravery to put up a relatively austere, simple site
• Engineering owns too much responsibility for
UI design
– Thus, the UI reflects implementation technologies, developers’ design model
• Teams can’t escape featuritis:
– “Competitor A has these 5 features, competitor B has those
10… we’d better put them all in our next release.” i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Human Factors
• Ergonomics
• Man (sic) - Machine Interface
• Human-Computer Interaction
• Human Performance Engineering
• Cognitive Engineering
• Software Psychology
• Usability Engineering i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Anthropometry
• Sensory
• Perception
• Cognition
• Memory
• Psycholinguistics
• Decision Making
• Individual Differences
Seats, Keyboards
Screen etching
Synthetic speech
Desktop metaphor
Menu interfaces
Readable text
Control programs
Display tilt, aliasing i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Usability is NOT
– Just common sense
– all art (and no science)
– stumbled onto by accident
– tacked on at the end
– free
• Usability IS
– intuitive, safe, error-free, enjoyable
– best designed in from the beginning
– best achieved by knowing your users
– “The best predictor of customer satisfaction”
– “The next competitive frontier”
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Usability professionals aren’t “keepers of the magic key.”
• We purvey usability engineering methods -- specific, learnable techniques that yield valuable data.
• Bad idea: “Mr. or Ms. Software
Developer, don’t depend on your own intuitions. Depend on MINE!!” i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Design entails discovery.
• Design should be empirical.
• Design is a process.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Analytical
– Armchair design
• Empirical --
Dreyfus (1953)
“Designing for people”
– “Design is an intimate collaboration between engineers, designers, clients.”
– User focus throughout.
– Studied cabins for ocean liners.
– 8 “staterooms” in a warehouse.
– “Travelers” packed and unpacked for trips of 1 week to 3 months.
– Prototyping, iteration, collaborative design.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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From Carroll and Rosson:
“Our view is that design activity is essentially empirical . . . not because we ‘don’t know enough yet,’ but because we can never know enough.” i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• NZ stomped the US in the 1995
America’s Cup.
• Headed by Peter Blake and designer
Doug Peterson.
• SI, 5/22/95: “One of Blake’s earliest and best decisions was to build 2 nearly identical boats. It enabled NZ to test rigging configurations, keels, sails, and rudders and learn exactly how much faster or slower each change made the boats go.” i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Blake: “We learned nothing about boat speed from the trials . . . and everything from the twoboat program.”
• “Blake told Peterson he wanted the sailors to be involved in the design process from the start.”
• Peterson: “Everyone participated in decisions from the start. As opposed to the usual way of having a design team over here, and the sailing team over there, and directors telling you what you have to do.”
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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•You don’t have programmers write the docs, do all the testing, perform the marketing.
•It’s no longer expected (usually) that programmers design the user interface.
•For UI design to succeed you need three sets of skills:
– Programming
– HCI expertise
– Domain expertise
•It is VERY unusual for all three sets of skills to reside in the same person.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Empirical Design:
Carroll and Rosson quote:
“. . . not because we ‘don’t know enough yet,’ but because we can never know enough.”
Participatory Design:
Like the Kiwis.
User-centered Design:
Like Dreyfus.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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The ABCs of developing useful and usable user interfaces are:
A. Products driven by task analysis
B. Designs based on perceptual/cognitive theory
C. Frequent and intentional UI evaluation and user feedback i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Have a crisp understanding of what tasks our users are trying to perform.
• Have a crisp understanding of what our users’ environments are like.
• Have a crisp understanding of what our users are like.
There are many, varied techniques we can use to gain this understanding. (Some good, some not so good.)
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• The H in HCI
• What would the UI look like if you were designing a computer system for dogs?
– Probably wouldn’t be much text
– Might code information in smells or tastes
– Wouldn’t want to require much dexterity in the user responses
• Since we design for humans, we’ll benefit from knowing something about how humans receive and process info.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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•What do we know about humans?
– In the physical realm: Anthropometry.
– These days we’re more interested in the cognitive realm.
– Question: Can you remember a 30-digit number?
– I say that you can, right now, without practice, seeing it only once, for 1 second, with no time to rehearse.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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3333333333333333333333333333333 i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Instead of numbers, I’ll present CVC
(consonant-vowel-consonant) strings -- like
“NEH”.
10 CVCs, one at a time.
Presented visually.
Don’t have to remember them in order.
Pencils down.
Ready?
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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BOV
NAZ
TOL
RIJ
DIH
REN
WUK
CAQ
GOC
MEB
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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BOV
NAZ
TOL
RIJ
DIH
REN
WUK
CAQ
GOC
MEB
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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•Now, 10 new CVCs.
•Same task -- recall them.
•This time, after we read the 10th item, we’ll all count backwards from 100 by 3s, aloud, together.
•Then when I say “Go,” write down as many of the 10 CVCs as you can.
•Pencils down.
•Ready?
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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VAM
LUN
XOP
REH
WIV
CIT
JEG
KUC
ZOB
YAD
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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VAM
LUN
XOP
REH
WIV
CIT
JEG
KUC
ZOB
YAD
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• 100
• 97
• . . .
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Same as Experiment 2.
• Yet 10 more CVCs.
• Backwards counting.
• Don’t have to recall them in order.
• Pencils down.
• Ready?
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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GEP
TIV
WOH
LUP
MAZ
SEX
KOL
RUC
NID
BIR
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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GEP
TIV
WOH
LUP
MAZ
SEX
KOL
RUC
NID
BIR
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• So, the answer to “Can you remember a 30digit number?”, is . . . It depends. On what?
– Whether you hear or see the number.
– Whether the number is masked.
– Whether you have time to rehearse.
– Whether you can “chunk” the numbers.
– If there are any intervening tasks.
– How meaningful the number is.
– WHAT the number is.
So, what’s a usable interface?
It depends.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• “Six months and $200,000.”
• Recent move toward “discount usability engineering”
– “Heuristic evaluation”
– Usability walkthroughs
– UI Guidelines
– Some lab testing
– Field tests
– Prototypes mailed out
– Extant user data that are being lost
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Cost-justification of usability methods
– Bang-for-the-buck
– Quantifying costs is easy
– Quantifying benefits is harder, but possible i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Costs are easy to quantify.
• Benefits are harder, but still possible.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Development resources are finite.
• Software developers should NOT depend on their own intuitions.
• Software development managers like
(need!) quantitative data.
• Usability needs to (and CAN!) compete for resources on a level playing field.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• The old way . . .
• Product development manager at the head of the table, receiving estimates from . . .
– Software developers
– Writers
– Testers
– Usability professionals i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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•Expect to sell 1000 licenses of NGT 1.0 in
Year 1. At $3000/license, projected revenues = $3,000,000. Yahoo!
•Proposed usability engineering program:
•Usability Walkthrough = $ 6,000
•End-User testing
•Beta Survey
= $20,000
= $ 5,000
 Total Cost = $31,000
•
“Omigawd! We can’t spend 31K!”
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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But what of the BENEFITS?
First – development efficiencies.
- Walkthrough reveals 4 large usability problems.
•Cost to fix (given the early stage of development) = 2 Developer Hours.
•Had problems been discovered after coding, cost to fix and test = 8 Developer weeks.
•Realized development savings = $24,000.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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More BENEFITS?
Reduced call support burden.
-All usability testing reveals
-4 tasks that require a call to the help desk 100% of the time, and
-6 more that fetch calls 50% of the time.
That’s a projected 7000 help desk calls prevented in the first year alone.
-1 call to the help desk = $150
-X 7000 calls = $1,050,000 savings .
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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More BENEFITS?
Increased sales.
-Improved customer satisfaction is projected to yield 10 additional licenses a month.
-Cost of a license - $3000
-X 120 extra licenses/year = $360,000 increase in revenue.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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More BENEFITS?
•Increased customer satisfaction brings excellent product reviews in the press
•( Priceless!
)
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Summary of benefits:
•Dev. efficiencies: $ 24,000
•Reduced call support: $1,050,000
•Increased revenue: $ 360,000
• Total benefit $1,434,000
Yielding an ROI of
46 : 1
(in the first year alone) !!!
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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• Creative Good had 50 consumers visit the sites of 8 leading e-tailers. 43% of all attempts to carry out a transaction failed, because the users could not complete the purchase process.
• According to the GVU 10 th WWW user survey, 67% of online shoppers have abandoned sites because they were unable to locate a product; 59% have left because the sites were disorganized or confusing.
• Two anecdotes
– CD Now
– Groceryworks.com
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Avoid P.R. disasters
Drive
Customer
Loyalty i
Ask Katherine
Harris
Apple
Macintosh
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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The Dangers of Amateur Usability
Engineering
• There IS a certification for usability engineers, but . . .
• This is NOT just “common sense.” If it were, why CD Now
(etc.)?
• There ARE some important skills needed to perform objective, empirical testing.
• A poor software developer will be revealed fairly early, at least during system test; a poor usability engineer won’t be revealed until the customer support line gets inundated, or your software becomes shelfware, or your web site conversion rate is way low.
• You WANT your design team to be PASSIONATE about their design – so don’t depend on them for an objective test of its goodness.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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•Evaluation of web sites or traditional software UIs to see if users can carry out their tasks.
•Collection of clear, concise, quantifiable data on where and why people have trouble.
•Unbiased discovery of what works and what doesn’t for different types of users.
•Empirical methods, each of which is applicable at different stages in the development cycle.
•The key to ensuring that with each new re-design of your site, a minimal number of users will not be able to carry out their intended tasks.
•Proven to yield a tremendous ROI.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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•How many of your customers cannot use your web site?
•Which user types are confused by your terminology, navigation?
•Does the site lead the visitor where you wish?
•What’s causing your product to be shelfware?
•Can any of the 54 million disabled people in the U.S. use your software or site?
•Can your users carry out their tasks – without errors, without turning to the doc, without calling the help desk?
•Will you have data-driven confidence – before you ship or “go live” – that your users will have a positive user experience?
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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A profession usability consultancy is:
A team of highly experienced and educated usability engineering professionals.
•Focused on the science and practice of usability.
• Serving business from start-ups to the Fortune 500.
A world-class team experienced with:
•Traditional software user interfaces;
•E-commerce and other web sites;
•Web-based applications;
•Mobile computing interfaces;
•Web accessibility for the disabled.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Traditional usability testing: Thorough, real-time, end-user evaluation of the usability of your web site or product.
Discount usability engineering methods:
Usability walkthroughs, professional inspection.
Accessibility: Widens your market by 54 million
U.S.customers, and 500 million customers worldwide.
Government mandates - Section 508.
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Task Analysis
User Profiling
Competitive Analysis
Best Practices
Review
Cost-Feature
Tradeoff Analysis
Task
Task
Conception
Design
Build
Field Study
Usability
Questionnaire
Test
Market
Paper & Pencil Test
Usability
Walkthrough
Heuristic Evaluation
End-User Test
Documentation
Usability Test
Beta test
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Top 10 indicators that YOU need usability engineering.
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10. You hear your lead developer complain that your users are
“too stupid.”
9. Your customer support team is three times as big as your development team.
8. Think about it – would you ever call your own baby “ugly”?
7. The vendor who’s developing your training materials just bought a new Porsche.
6. Your sales force says that despite all your wondrous functionality your competitor’s product “just demos better.”
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Top 10 indicators that YOU need usability engineering.
5. You hear your developers say “Hey, our users SHOULD know how hard this was to develop.” i
4. Two words: Florida ballot.
3. You assume your product is usable. You know what happens when you ASS-U-ME!
2. Your customers aren’t willing to spend 45 minutes on your ecommerce site just to save 9 cents.
And the Number 1 indicator that you need usability engineering is…..
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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1. You are developing a web site or software user interface for ANYONE other than yourself!
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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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V 4.3

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R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
61
V 4.3

- Emergency exits
- Class timing, breaks
- Informality – ask questions
- Index cards:
- Name
- Program (e.g., School of Info, Masters)
- Year (1 st, 2 nd ?)
- Any historical experience with usability (classes or work history)
- What do you hope to get out of this class?
- Slatin internship
- USAA internship i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
63

i
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
64

HCI Design
Market Research
QA Testing
Localization
Usability
Tech Pubs
Internationalization
Accessibility
CRM/Cust.
Support
Training
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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HCI Design
Market Research –What do people want? What will they pay for?
Localization
QA Testing
Usability
Tech Pubs
Internationalization
Training
Accessibility
CRM/Cust.
Support
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Market Research
HCI Design – What looks cool?
What design will work?
QA Testing
Localization
Usability
Tech Pubs
Internationalization
Accessibility
CRM/Cust.
Support
Training
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
67 i

HCI Design
Market Research
Localization
QA Testing – Does the code work as spec’d?
Tech Pubs
Usability
Internationalization
Accessibility
CRM/Cust.
Support
Training
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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HCI Design
Market Research
QA Testing
Localization
Internationalization
Usability
Accessibility
CRM/Cust.
Support
Tech Pubs –
What help will the user need?
Training
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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i
HCI Design
Market Research
QA Testing
Localization
Usability
Tech Pubs
Internationalization
Accessibility
Training – What does the user
CRM/Cust. need to know in
Support advance?
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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HCI Design
Market Research
QA Testing
Localization
Usability
Tech Pubs
Internationalization
Training
Accessibility
CRM/Cust. Support – How can we best serve/keep our users?
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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HCI Design
Market Research
QA Testing
Localization
Usability
Tech Pubs
Internationalization
Training
Accessibility – How can we make our info & functions available to all?
CRM/Cust.
Support
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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HCI Design
Market Research
QA Testing
Localization
Usability
Internationalization
– How can we maximize its foreign use?
Accessibility
CRM/Cust.
Support
Tech Pubs
Training
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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HCI Design
Market Research
QA Testing
Localization – How can we make it used in a particular culture?
Internationalization
Usability
Accessibility
Tech Pubs
CRM/Cust.
Support
Training
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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Usability
HCI Design
Market Research
Discoverability – can folks FIND the function?;
QA Testing
Localization
Internationalization
Learnability – can folks learn how to use the function?;
Tech Pubs
Accessibility
Usability – can folks carry out their intended task?
Training
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
CRM/Cust.
Support
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• Read Norman book.
• Bring to class an example or a verbal description of
– One really bad design, AND
– One really good design.
(NOT a web site, this time.)
See you next week.
R. G. Bias | School of Information | SZB 562BB | Phone: 512 471 7046 | rbias@ischool.utexas.edu
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