Usability study Saranya Rukmangadhan. What is a good user experience?
Post on 18-Jan-2018
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Usability studySaranya Rukmangadhan
What is a good user experience?
Good user experience checklist
• Efficient • Intuitive – seamless learning curve• Easy, safe and comfortable to use by all• Has good tolerance to errors • Makes you feel independent/empowers you – improves your
quality of life
“It enhances the physical, cognitive, and emotional interaction with a product/service at multiple touch
points”
• Human factors - Physical and cognitive limitations
• Functional and emotional expectations
• Motivations
USERCONTEXT
OF USE
What is a usability study?
• Culture• Physical
conditions of usage
• Use cases• product/service
ecosystem
• Features• Technology and
interface• Ergonomics• Look and feel
PRODUCT
How does it help?
• Better problem definition• Risk management activity—focusing on
foreseeable misuse • Reduce go to market time• Customer delight
How to do usability study?
Ask
Listen
Observe
Document
Analyze
Scenarios
Scenario 1: Errors in product usage – Use errors Vs User errors
Initial assumptions: User errors – training has to be improved
Usability study challenges : At home use product in rural areas– uncontrolled environment, getting permissions, not getting enough time with the doctors
Risk management
• Product training was given at the hospital just before discharge when the mother is very tired
• The icons and colours used in product was causing confusion
• The meaning of the icons was written only in English
• Brighter colour used on the base of the product, made them use it upside down.
What did we learn in the field?
Key learning
• Always test your assumptions
• Observe • Fail early
Scenario 2 : Customer satisfaction (users and doctors) being done over the phone showed poor acceptance
Initial problem definition : How may we improve product efficiency?
Probable solutions : Make the product perform better, Redo clinical trials to check the efficiency
Problem redefinition
• The product was being sold as baby weight enhancers
• Patients hardly visited the doctors post discharge
• Weight gain is very subjective and not an easily perceivable
What did we learn in the field?
Key learning
• Observe • What they say
is not what they do
Scenario 3 : Finding innovation opportunities to improve compliance with diet and lifestyle changes among diabetic patients
Key challenge: Just talking to patients was not giving us enough insights
Front end innovation
• Systems thinking• Targeted alternative data points – spouses,
gyms, dieticians, caterers, restaurants, groceries, etc.
What did we do different?
Key learning
• Map the whole care path/ecosystem
Scenario 4 : Understand the context of use for a fetal heart rate monitor while a mother is delivering
Key challenge: Getting permission to observe a delivery (from hospital and the patients) and testing prototypes
Early stage design
• Simulate the context• Target various types of hospitals• Get formal permissions
What did we do different?Key learning
• Building a good rapport with the doctors and hospital is important
Best practices
• Establish relationships with doctors, hospital and patients• Have adequate sample size and variety • Go as a pairs of two – preferably with different expertise• Plan your study. Have a clear aim. Prepare a research guide.
Prioritize your questions.• Make a hypothesis/prototype. Test it• Map the entire care path• Use your judgment while coming up with insights. Ask the
question ‘so what?’
Thank you
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