Usability Testing for Quality Assurance Lawrence Najjar Lawrence

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Usability Testing for Quality Assurance Lawrence Najjar Lawrence. Najjar@pb. com Pitney Bowes 1

Usability Testing for Quality Assurance Lawrence Najjar Lawrence. [email protected] com Pitney Bowes 1

Who am I? • User experience designer • Perform user research and design user

Who am I? • User experience designer • Perform user research and design user interface interactions with wirefames • Austin, TX USA Pitney Bowes 2

Outline • • What is usability? Why is usability important? What are usability benefits?

Outline • • What is usability? Why is usability important? What are usability benefits? How identify usability challenges? Pitney Bowes 3

What is ”usability”? Pitney Bowes 4

What is ”usability”? Pitney Bowes 4

What is ”usability”? • Ease of use of the product • Includes familiarity, simplicity,

What is ”usability”? • Ease of use of the product • Includes familiarity, simplicity, consistency, and intuitiveness Pitney Bowes 5

Usability is quality! Pitney Bowes 6

Usability is quality! Pitney Bowes 6

Why is usability important? Pitney Bowes 7

Why is usability important? Pitney Bowes 7

Usability Benefits Usability increases: Usability decreases: Pitney Bowes 8

Usability Benefits Usability increases: Usability decreases: Pitney Bowes 8

Usability Benefits Usability increases: • Company reputation 10, 11 • Competitive advantage 2, 7,

Usability Benefits Usability increases: • Company reputation 10, 11 • Competitive advantage 2, 7, 14 • Ease of use • Productivity 5, 7 • Revenue 2, 5, 7, 12, 14 • User satisfaction 2, 5, 16 • User trust 5 Usability decreases: • Development time 4, 5, 16 • Development costs 1, 2, 3, 4, 5, 6, 8, 9, 10, 13, 14 • Documentation costs • Learning time 2, 5 • Maintenance • Staff turnover 2, 7 • Support costs 2, 5, 12, 16 • Training 12, 16 • User errors 2, 10 Pitney Bowes 9

How identify usability challenges? 1 of 2 Usability test Process: • Ask representative users

How identify usability challenges? 1 of 2 Usability test Process: • Ask representative users to perform typical tasks • Ask them to think out loud while they work • Ideally, record the sessions • Document usability challenges • Submit Jira tickets for usability enhancements Pros: • Valid • Convincing • Keeps QA neutral Cons: • May be hard to get representative users • Time-consuming to set up & conduct Pitney Bowes 10

How identify usability challenges? 2 of 2 Self-assessment Process: • Take naïve viewpoint (no

How identify usability challenges? 2 of 2 Self-assessment Process: • Take naïve viewpoint (no prior knowledge, no documentation) • Perform typical tasks • Document usability challenges • Submit Jira tickets for usability enhancements Pros: • Quick • Easy Cons: • Less valid • QA is no longer neutral Pitney Bowes 11

Summary To be successful, our products must not only work, they must be easy

Summary To be successful, our products must not only work, they must be easy to use. Pitney Bowes 12

Questions? Pitney Bowes 13

Questions? Pitney Bowes 13

Thank you Lawrence Najjar Lawrence. Najjar@pb. com Pitney Bowes 14

Thank you Lawrence Najjar Lawrence. [email protected] com Pitney Bowes 14

References • • • • 1 Barker, D. T. (2000). Cost benefits of usability

References • • • • 1 Barker, D. T. (2000). Cost benefits of usability engineering. N. (2005). Cost benefits evidence and case studies. Retrieved from: http: //www. usabilitynet. org/papers/Cost_benefits_evidence. pdf 3 Boehm, B. (1987). Industrial software metrics top 10 list. IEEE Software, 4(5), 84 -85. 4 Bosert, J. L. (1991). Quality Functional Deployment: A Practitioner’s Approach. New York: ASQC Quality Press. 5 Ehrlich, K. , & Rohn, J. (1994) Cost justification of usability engineering: A vendor’s perspective. In R. Bias & D. Mayhew (Eds. ), Cost-justifying usability (73 -110). San Diego: Academic Press. 6 Harrison, M. C. , Henneman, R. L. , & Blatt, L. A. (1994). Design of a human factors cost-justification tool. In R. Bias & D. Mayhew (Eds. ), Cost-justifying usability (203 -242). San Diego: Academic Press. 7 Karat, C-M. (1994). A business case approach to usability cost justification. In R. Bias & D. Mayhew (Eds. ), Costjustifying usability (45 -70). San Diego: Academic Press. 8 La. Plante, A. (1992, July 27). Put to the test. Computerworld, 27(75). 9 Lederer, A. L. , & Prasad, J. (1992). Nine management guidelines for better cost estimating. Communications of the ACM, 35(2) (February), 51 -59. 10 Marcus, A. (2005). User interface design’s return on investment: Examples and statistics. In R. Bias & D. Mayhew (Eds. ), Cost-justifying usability: An update for an Internet age (17 -39). San Diego: Academic Press. Version retrieved from: http: //studylib. net/doc/13207962/am-a 11 Mauro, C. (1994). Cost-justifying usability in a contractor company. In R. Bias & D. Mayhew (Eds. ), Cost-justifying usability (123 -142). San Diego: Academic Press. 12 Mayhew, D. & Mantei, M. (1994). A basic framework for cost-justifying usability engineering. In R. Bias & D. Mayhew (Eds. ), Cost-justifying usability (9 -43). San Diego: Academic Press. 13 Nielsen, J. (1993). Usability engineering. San Francisco: Morgan Kaufmann. 14 Rajanen, M. , & Jokela, T. (2004). Analysis of usability cost-benefit models. In T. Leino, T. Saarinen, & S. Klein (Eds. ), ECIS 2004 Proceedings, 115. Retrieved from http: //docplayer. net/46362298 -Analysis-of-usability-cost-benefit-models. html 15 Richeson, A. , Bertus, E. , Bias, R. G. , & Tate, J. (2011). Determining the value of usability in Web design. In K-P. L. Vu & R. Proctor (Eds. ), Handbook of Human Factors in Web Design (2 nd ed. ) 753 -764. 16 Weinschenk, S. (2005). Usability: A business case. Retrieved from: http: //info. humanfactors. com/acton/attachment/4167: f-003 b/1/%7 B%7 BEnv. Msg. Id%7 D%7 D/Bdc 4167: f 003 b/%7 B%7 BEnv. Src. Id%7 D%7 D/%7 B%7 BEnv. Rec. Id%7 D%7 D/ 2 Bevan, Pitney Bowes 15