Who am I?

• AJ Siegel

• UX Consultant @ ServiceNow

• Twitter: @stegel36

Usability Issues

• Translating findings into action

• Remember, our goal is a better UI

• Where do we even begin?

–Voltaire

“Originality is nothing but judicious imitation. The most original writers borrowed one from another.”

These don’t work…for me

So we find an issue…

“I saw 3 of the 5 sessions, and this one guy got really mad when he couldn’t find the Submit button, this issue is totally a High

“After facilitating all 5 sessions, I really only recall 1 person expressing frustration, lets call this a medium”

My Muses• Jakob Nielsen

• 0 - I don’t agree that this is a usability problem at all

• 4 - Usability catastrophe: imperative to fix this before product can be released

• Jeff Rubin

• 4 - Unusable: The user is not able to or will not want to use a particular part of the product because of the way that the product has been designed and implemented.

• 1 - Irritant: The problem occurs only intermittently, can be circumvented easily, or is dependent on a standard that is outside the product's boundaries. Could also be a cosmetic problem.

• Joe Dumas & Ginny Redish

• 1 - Prevents Task Completion

• 4 - Subtle and possible enhancements/suggestions

• Chauncey Wilson

• 1 - Catastrophic error causing irrevocable loss of data or damage…

• 5 - Minimal error. The problem is rare and causes no data loss…

• Molich & Jeffries

• 1 - Minor: delays user briefly.

• 3 - Catastrophic: prevents user from completing their task.

• Jeff Sauro

• 1 - Minor: Causes some hesitation or slight irritation.

• 3 - Critical: Leads to task failure. Causes user extreme irritation.

http://www.measuringu.com/blog/rating-severity.php

Can we make it less arbitrary?

Let’s talk about London’s buses

How do we use this concept for UX?• Identify most important tasks• Track issue frequency• Observe difficulty to overcome

http://www.userfocus.co.uk/articles/redroutes.html

Severity Ranking Model

So I start with the Critical ones first, right?

• Not quite, you still have to best leverage your resources

• Prioritize the most critical and “easiest”

• Partner with tech to gauge Complexity

Severity-Complexity MatrixSE

VERI

TY

COMPLEXITY

Critical

High

Medium

Low

Low Medium High Very High

How do I manage this?

• Offline: Excel Template - http://j.mp/uxissues

• Web Service: http://www.uxissu.es (Coming Soon!)

• This Presentation: http://j.mp/UXIssues2

Questions?