Usability study Saranya Rukmangadhan. What is a good user experience?

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