building on the usability study: two explorations on how to better understand an interface

Building on the !Usability Study !

Two Explorations on How to!Better Understand an Interface

Anshu Agarwal Madhu Prabaker

Usability Analysts

HCI International 2009 San Diego, California

UserExperience

TraditionalUsabilityMeasure

???

UserExperience

TraditionalUsabilityMeasure MustbeValuable

&Practical

UserExperience

TraditionalUsabilityMeasure Intuitiveness

UserExperience

TraditionalUsabilityMeasure Intuitiveness

Emotion

UserExperience

TraditionalUsabilityMeasure Intuitiveness

Emotion

Measuring Intuitiveness

What does it mean to be Intuitive?

“Easytouseandunderstand”

“Atechnicalsystemis,inthecontextofacertaintask,intuitivelyusablewhiletheparticularuserisabletointeracteffectively,notconsciouslyusing

previousknowledge”‐[Naumannetal]

Project Goals"Measuring Intuitiveness

UserExperience

TraditionalUsabilityMeasure Intuitiveness

Measuring Novice Performance on an Interface

Measuring Expert Performance on an Interface

Combining Expert and Novice Performance

“…interacteffectively,notconsciouslyusingpreviousknowledge.”

Combining Expert and Novice Performance

Anintuitiveinterfacecanbethoughtofasonethat“achievesnovicetaskperformanceascloseaspossibletoexperttaskperformance”

Combining Expert and Novice Performance

Combining Expert and Novice Performance

Measuring Emotion

Project Goal"Understanding Emotional Impact

UserExperience

TraditionalUsabilityMeasure

Emotion

Existing Ways to Measure Emotion"The Common Tools

Physiological

Verbal

Non‐Verbal

Our Approach"Combine the Best from Both Worlds

Physiological

Verbal

Non‐Verbal

Our Verbal Measure"PAD Semantic Differential Scale

Pleasure,Arousal,andDominance(PAD)

SemanticDifferentialScale

[Mehrabian&Russell]

PADDimension BipolarPairs

Pleasure

Annoyed‐Pleased

Unsatisfied‐Satisfied

Despairing‐Hopefully

Tense‐Relaxed

Friendly‐Unfriendly

Arousal

Relaxed‐Stimulated

Calm‐Excited

Sleepy–WideAwake

Unaroused‐Aroused

Dominance

Controlled‐Controlling

Influenced‐Influential

Submissive‐Dominant

Guided‐Autonomous

Our Non-Verbal Measure"Emo-Card

ExcitedPleasant

CalmPleasantCalmUnpleasant

ExcitedUnpleasant

‐Pleasure

‐Arousal

+Pleasure

+Arousal

Validating the Technique"Empirical Study Design

22Participants(13male,9female)

InterfaceA InterfaceB

7Tasks(Randomized)

StandardMeasures EmotionalMeasures

TimeonTask Emocard

#ofErrors PADScale

Post‐TaskInterview

Validating the Technique"Empirical Study Results

Neither Time on Task nor Number of Errors were significantly different between Interface A and Interface B

InterfaceA InterfaceB

PAD Scale and Emocard showed some clear differences in how users experienced the interfaces

Validating the Technique"Empirical Study Results

Neither Time on Task nor Number of Errors were significantly different between Interface A and Interface B

InterfaceA InterfaceB

PAD Scale and Emocard showed some clear differences in how users experienced the CRM Systems

Validating the Technique"Empirical Study Results

Neither Time on Task nor Number of Errors were significantly different between Interface A and Interface B

InterfaceA InterfaceB

PAD Scale and Emocard showed some clear differences in how users experienced the interfaces

Conclusion

UserExperience

TraditionalUsabilityMeasure Intuitiveness

Emotion

Conclusion

UserExperience

TraditionalUsabilityMeasure

???Whatareyoumissingthat’s

Valuable&Easy

Agarwal, A. and Meyer, A. 2009. Beyond usability: evaluating emotional response as an integral part of the user experience. In Proceedings of the 27th international Conference Extended Abstracts on Human Factors in Computing Systems (Boston, MA, USA, April 04 - 09, 2009).

Anshu Agarwal aagarwal@salesforce.com

Madhu Prabaker mprabaker@salesforce.com