1. Administrivia Final Exam Deliverable 3 Feedback on Heuristic Eval
Due Date – Thursday, March 16
Q & A
Deliverable 3
Feedback on Heuristic Eval

2. Grading Criteria Professional-level communication
The document is appropriate for distribution to upper management
20%
Fulfills baseline requirements
Product Statement, Motivation for the Redesign, Recommended Solution, Further Work
Exemplifies user-centric rationale
Describe the rationale for your redesign decisions based on UCD principles and data gathered from observing actual users
40%
Presents strong evidence for moving the redesign forward
Demonstrates the value of the redesign and provides a clear argument for moving forward
Example of framing the problem:
Golf Story: golfer is threatening to win the tournament and hits a shot that lands up near the green, but a fan in the grandstands dropped their lunch bag and the ball rolled into it. The rules state that if the ball moves, it will count as a stroke. How can the golfer get the ball out of the bag without moving the ball and incurring a penalty? The answer: light the lunch bag on fire, which will burn it away. The alternate framing of the problem is: how do I get the bag out from around the ball, rather than how do I get the ball out of the bag.
Jennifer’s comments: Why these tasks? Why this approach? etc.

3. Critical Thinking Situation: Framing the problem Why? Think critically
May seem obvious
May be thinking it, but not writing it
Example of framing the problem:
Golf Story: golfer is threatening to win the tournament and hits a shot that lands up near the green, but a fan in the grandstands dropped their lunch bag and the ball rolled into it. The rules state that if the ball moves, it will count as a stroke. How can the golfer get the ball out of the bag without moving the ball and incurring a penalty? The answer: light the lunch bag on fire, which will burn it away. The alternate framing of the problem is: how do I get the bag out from around the ball, rather than how do I get the ball out of the bag.
Jennifer’s comments: Why these tasks? Why this approach? etc.

5. Design Activity User Information
Problems with any of the different systems operating behind the scenes are perceived as problems with the primary application
25% of feedback received was not categorized by the user and another 26% was categorized as “Other Problem”
Feedback does not always pertain to the page that the user is on when they click the Feedback link
Some people enter sensitive information

6. Design Activity Requirements Keep it simple to provide feedback
Provide acknowledgement and confirmation
The system is working properly at the time they submit feedback
A message containing the text of their feedback
Preserve the ability to remain anonymous
Offer a means of providing candid feedback without fear of repercussion
Commitment of 2 business days for a response
Urgent matters should be directed to the help desk
People can change their address

7. Design Activity Redesign the Feedback page Document Think on your own
Pair up with someone not on your team
Share with the class
Document
Rationale to support design decisions (explicit)
Trade-offs

8. Project Sharing Team discussions Class-level discussion
Share results of heuristic evaluations
Discuss your choice of methods and results
Class-level discussion
Volunteers to share especially challenging or surprising insights
Lessons learned
Paper Prototyping in the Street
Note: Ken & Elisabeth circulate, distribute exercises, and answer questions

9. Cost-Justifying Usability
Reluctance – even with low-cost methods
Costs 100 times more to make a change in the next release (Nielsen)
How much is lost when employees can’t use products efficiently and effectively?
Search button
Enter key to invoke Search
Web-based tab menus
Expense reporting
Cost of frustration and dissatisfaction???
Search button – MVP: 80 second delay to recover * 3 times per rater list * 50% of 15,000 managers = 500 hours lost = $50,000 per year.
Enter key – MVP: 3 second delay to grab mouse and click Search * 300,000 searches for raters = 250 hours lost = $25,000 per year.
Tab Menus – Plumtree: “mistake” of clicking on the tab, then navigating back, 50% of users (75,000) affected 3 times per day, everyday = 125,000 hours lost = $12 million.
Expense Reporting – Travel Manager: $11 million per year if each travel expense report takes twice as long.

10. Cost-Justifying Usability
Measures
Training time
Task time/Workload capacity
Error rate
Time to recover
Help desk/Tech support
Helping coworkers (OJT)
Revenue
Projections
Cost of NOT testing
Benefits of testing
Decisions
How many test participants?
Variations
Remote testing
Open vs. Closed tasks
Complexities
Keeping your mouth shut.
Factors for success
Observe and record
REAL users
Measures

11. Discussion of Readings
Insights from supplemental readings.
Facilitate class discussion of topics / ideas / themes garnered from the online discussion, related to assigned readings.
Discussion Leaders
1. Jaana Linsenmayer 2. Kris Anderson 3. Carol Taylor
All supplemental readings for week 9 are “revisited” from a previous week.

12. Discussion
What challenges and complexities are associated with UCD in the “real” world?
What similarities?
What differences?
What surprises?
What implications?
What makes it hard?
What constitutes success of UCD?
Where can you be flexible?
Where do you have to stand firm?
What options do you have for applying and adapting UCD methods?
Note: Hackos & Redish, pp , for good examples of the benefits of site visits
Success?
1. Improving the product
2. Improving the process (of development)

13. Project Deliverable 3 Solution Recommendation
In this report, students will present their final solution along with their justification for that solution.
Project deliverables are due at the beginning of class.
Bring copies of the deliverable to class (one copy for the instructor) and also post it to your design portfolio.
Due next Thursday

14. Looking back / Looking ahead
Where we’ve been
Topics – Readings and discussion
What is UCD?
Collecting and summarizing info about users, tasks and context
Problem definition
Design
Evaluations
Project
Insights about users, tasks, and contextual issues
Actual data from observing real users
Proposal
Evaluation (heuristic & usability)
Where we’re going
Revisiting UCD:
Challenges
What supports UCD?
Readings:
Usability vs. Testing vs. UCD
UCD processes & ISO (Supp)
Key principles of UCD
Upcoming Work:
Solution Recommendation
Final Exam
Issue Statement: A reminder
1. Gülay Birand 2. Thea Lehming 3. Ben Turner