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USABILITY&
USER CENTER ANALYSIS
1 VDOT ITD © 2012
IVETTE LITT, IA – CUAT: 804 334 7163
Sunday, November 25, 12
How the customerexplained it
How the Project Leader
understood it
How the Analyst presented it
How the Programmerwrote it
How the Business Consultant described it
How the project was documented
What operationsinstalled
How the customerwas billed
How it was supported
What the customerreally needed
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
• Usability is the effec$veness,efficiency and sa$sfac$on with which specific users can achieve a specific set of tasks in a par4cular environment.
• iso 9241
What is Usability
VDOT ITD © 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
Quality components:
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
What is User Centered Design
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
Usability Process
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
Sample Case Study- Wachovia
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
Sample Case Study- Wachovia
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
• "Naming convention" in main sections DO NOT use departments organizational charts.• Main Menu is NOT DEFINED in the "Home page"• Access e-banking LOCATED ON left hand.• Branch Finder• Searches, offer "tips" but NOT RESULTS• Focused on Personal Banking (strategy according to the bank)• NO safety notes of possible "scam"• Accessibility services (link above)• Information about the Bank (see below)• Languages• Rates are present• Advertising: Banners very clean, defined format, are invited to direct and user to apply• As for navigation could say it is not very clear.
Sunday, November 25, 12
Sample Case Study- Wachovia
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
Sample Case Study- Now Wells Fargo
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
• Main Menu clean and clear, defined by type of users/customers• Same as for naming convention, which seeks oriented user• Access e-banking also located on left hand. but has Demo• Strong and defined e-banking orientation• Search results are categorized by the type of customer• Safety notes on "phishing prevention"• Direct access to order products or services• Rates are present and provides alerts regarding rates for mortgages• Option of different languages• Advertising: Banners format defined, are direct and invite the user to implement. are divided by areas (Personal, Small Business, Commercial)• In terms of design, the internal pages could be improved.
Sunday, November 25, 12
ROI for User Centered Design
VDOT ITD © 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
ROI MEASUREMENT CRITERIA
1-‐ Decrease in drop-‐off # of people of % reduc4on
2-‐ Decrease in # of calls to help desk # or %
3-‐ Reduc4on in training # of days or hours reduced
4-‐ Increase in usage # of people, # of sessions or % increases
5-‐ Savings of employees 4me # of minutes/ hours mul4plied by labor rate
6-‐ Savings of Programmer’s 4me # of minutes/ hours mul4plied by labor rate
7-‐ Error reduc4on # or % or resul4ng $$ amount
ROI Measures
© 2012
IVETTE LITT, IA - CUAT: 804 334 7163
Sunday, November 25, 12
