1. Responding to Usability Issues Mary Chant, Certified Usability Analyst
PORTFOLIO
Responding to Usability Issues
Mary Chant, Certified Usability Analyst

2. Process
Issue How to add user centered design (UCD) to the development process?
Response
Evangelize/Advocate
Visualize
Create a Road Map
Map the addition of UCD activities into the Product Development Life Cycle.

3. Presentation
Issue How to inform stakeholders about research and best practices?
Response
Create a presentation
Build an intranet site
Create an overview presentation. Provide examples and discussion points. Build and intranet site about usability to disseminate information.

4. Research Issue How to define users/user roles? Response
Gather data/ask questions
Surveys
Interviews
Observations
Knowledge Base
Personae
Issue How to justify a user
interface design project?
Write a Business Case
Issue How to document user interface requirements?
Validate requirements with product management, business analysts, and end users
Write a Definition/UI Requirements Doc
Business Case defines the problem to be addressed. Definition document defines the design and user requirements at a high level, encourages consensus building and buy-in prior to prototyping.

5. Workflow
Issue How to identify and communicate the workflow for a complex and/or high risk task?
Solution
Create an activity diagram
Validate scenario(s)
Write a use case
Activity diagram can prevent “churning” by providing visual representation of the expected workflow.

6. Design Issue How to design a consistent interface? Response
Adhere to UI Standards
Use and reuse UI patterns when possible
Issue How to design an efficient interface for a critical recurring activity?
Review current design (if applicable)
Research Best Practices
Create a prototype
Test
Refine prototype
Test again
Submit for approval
Deliver prototype and functional spec
Using design patterns ensures consistency for end-users and promotes reuse for developers. Iterative design and testing supports an Agile process.

7. Testing
Issue How to explore the usability of existing interfaces and new designs?
Response
Identify high-risk features
Create test plan
Create test script
Perform testing
Report results
Make recommendations
Creating templates for test plans, surveys and reporting decreases turnaround time for testing. Appropriate tests can be formal or informal, in-person or remote.

8. Review Issue How to offer helpful, high-level advice on short notice?
Response
Outline Issues/Questions/Suggestions
Submit UI Review
Sometimes a project timeline only allows for minimal changes to the interface. An issue/suggestion review document provides a quick vehicle for communicating usability concerns and recommendations.