heuristic evaluation - stanford hci...
TRANSCRIPT
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HEURISTIC EVALUATION
CS 77 + CS 147 Scott Klemmer and Michael Bernstein
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Heuristic evaluation is a hill-climbing technique
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Heuristic evaluation gives you termsfor intuitive ideas
it is a suite of unit tests for user interfaces
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Multiple ways to evaluate
Empirical Assess with real users Formal Models and formulas to
calculate measures Automated Software measures Critique Expertise and heuristic
feedback
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http://www.etre.com/usability/inspection
When to get design critique?• Before user testing. Don’t waste users on the small
stuff. Critique can identify minor issues that can be resolved before testing, allowing users to focus on the big issues.
• Before redesigning. Don’t throw out the baby with the bathwater. Critique can help you learn what works and what should change.
• When you know there are problems, but you need evidence. Perhaps you've received complaints from customers or found yourself stumbling around your own site. Critique can help you articulate problems and provide you with ammunition for redesign.
• Before release. Smooth off the rough edges.
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Begin Review with a Clear Goal
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Heuristic Evaluation• Developed by Jakob Nielsen • Helps find usability problems in a design • Small set (3-5) of evaluators examine UI
• independently check for compliance with usability principles (“heuristics”)
• different evaluators will find different problems
• evaluators only communicate afterwards • findings are then aggregated
• Can perform on working UI or sketches
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Somewhat revised names for Jacob Nielsen’s heuristics, http://www.useit.com/papers/heuristic
Ten Design Heuristics• Show system status • Familiar metaphors & language • Control & freedom • Consistency • Error prevention • Recognition over recall • Flexibility & efficiency • Aesthetic & minimalist design • Recognize, diagnose, & recover
from errors • Help
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Evaluators’ Process• Step through design several times
• Examine details, flow, and architecture • Consult list of usability principles • ..and anything else that comes to mind
• Which principles? • Nielsen’s “heuristics” • Category-specific heuristics from
e.g., design goals, competitive analysis, existing designs
• Use violations to redesign/fix problems
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Why Multiple Evaluators?• No evaluator finds everything • Some find more than others
easyhard
successful
unsuccessful
PROBLEMS
EVALUATORS
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Decreasing Returns
problems found benefits / cost
• Caveat: graphs for a specific example
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Heuristic Eval: Cost-effective• In one case: benefit-cost ratio of 48
• estimated benefit $500,000; cost $10,500 • value of each problem ~$15K • how might we calculate this value?
• in-house -> productivity; open market -> sales
• Severe problems found more often • Single evaluator achieves poor results
• only finds 35% of usability problems • 5 evaluators find ~ 75% of problems
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Heuristics vs. User Testing• Heuristic Evaluation often faster
• 1-2 hours each evaluator
• HE results come pre-interpreted • User testing is more accurate (by def.)
• takes into account actual users and tasks • HE may miss problems & find “false
positives”
• Valuable to alternate methods • find different problems • don’t waste participants
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Phases of Heuristic Evaluation1. Pre-evaluation training: give evaluators
needed domain knowledge and information on the scenario
2. Evaluation: individuals evaluate and then aggregate results
3. Severity rating: determine how severe each problem is (priority). Can do first individually and then as a group
4. Debriefing: review with design team
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
How-to: Heuristic Evaluation• At least two passes for each evaluator
• first to get feel for flow and scope of system • second to focus on specific elements
• If system is walk-up-and-use or evaluators are domain experts, no assistance needed • otherwise might supply evaluators with
scenarios
• Each evaluator produces list of problems • explain why with reference to heuristic or
other information • be specific and list each problem separately
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
How-to: Heuristic Evaluation• Why separate listings for each violation?
• risk of repeating problematic aspect • may not be possible to fix all problems
• Where problems may be found • single location in UI • two or more locations that need to be compared • problem with overall structure of UI • something is missing
• ambiguous with early prototypes; clarify in advance • sometimes features are implied by design docs and just haven’t been “implemented” – relax on those
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Severity Rating• Independently estimate after review • Allocate resources to fix problems • Estimate need for more usability efforts • Severity combines
• frequency • impact • persistence
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Severity Ratings0 - don’t agree that this is a usability problem 1 - cosmetic problem 2 - minor usability problem 3 - major usability problem; important to fix 4 - usability catastrophe; imperative to fix
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Courtesy Sebastien Robaszkiewicz, cs147 2011
Severity Ratings Example• Issue: Unable to edit one’s weight • Severity: 2 • Heuristics violated: User control and
freedom • Description: when you open the app for
the first time, you have to enter your weight, but you cannot update it. It could be useful if you mistyped your weight, or if one year or two after the first use of the app, your weight has changed.
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Jacob Nielsen, http://www.useit.com/papers/heuristic · Slide summary adapted from James Landay
Debriefing• Conduct with evaluators, observers,
and development team members • Discuss general characteristics of UI • Suggest potential improvements to
address major usability problems • Dev. team rates effort to fix • Brainstorm solutions
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The Heuristics
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Show System Status1 / 10
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Adobe Acrobat
Show: Time
• Feedback depends on response time • <1s: just show outcome • ~1s: feedback that activity is underway • >>1s: Show fractional progress; time
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Google Gmail
Show: Space
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Apple TextEdit
Show: Change
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Show: Action
Adobe Photoshop CC
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Amazon
Show: Next steps
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Handbrake
Show: Completion
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Familiar Metaphors & Language2 / 10
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Adobe Acrobat print dialog: Stanford Academic Calendar
Familiar Metaphors
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Federal Student Aid Direct Loan Servicing
Familiar Language
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CIBT Visa Application
Familiar Categories
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BBEdit
Familiar Choices
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Microsoft Word for Mac
Consider corner cases
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User Control & Freedom3 / 10
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ACM UIST 2009 Registration
Freedom to Undo
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JetBlue
Freedom to Explore
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Consistency & Standards4 / 10
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Tested.com, Ryan Whitman
Consistent Layout
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Twitter Bootstrap
Consistent Layout
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http://www.youtube.com/watch?v=jXaleptB54c
Consistent Layout
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Verizon Support
Consistent Names
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Adobe Acrobat license repair utility
Consistent Choices
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Apple Mac OS X Finder
Clearer Choices...
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Error Prevention5 / 10
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Adobe Lightroom
Prevent Data Loss
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Photocopier
Prevent Painful Paths
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Stanford Axess
Prevent Misinterpretation
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Stanford GIN vs. jQuery UI
Prevent Bad input
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Cengage
Prevent Unnecessary Constraints
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Recognition Over Recall6 / 10
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Photo by Scott Klemmer; taken at Stanford HCI lunch
Recognition: Avoid codes
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Adobe Creative Cloud updater
Recognition: Avoid codes
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Adobe Dreamweaver New Document dialog
Recognition with previews
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Apple iWeb Choose a template dialog
Recognition with previews
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Flexibility & Efficiency7 / 10
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Firefox View menu
Flexible shortcuts
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Sublime Text 2
Flexible defaults with options
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BusyCal weather in week view
Flexible: ambient information• Ambient
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Google Gmail automatic unsubscription
Flexible proactivity
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Amazon recommendations on the “Design of Everyday Things” page
Flexibility: Recommendations
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Amazon Customer Discussions
Flexibility: keep it relevant
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User-modified remote control courtesy Bill Moggridge
Flexibility: keep it relevant
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The FileMatrix
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Aesthetic & Minimalist Design8 / 10
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Video Sonic Labs, Inc.
Our ancestors
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The Weather Channel
Minimalism: above the fold
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Reliable Copier Service checkout screen
Minimalism: signal-to-noise
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Google Help survey
Minimalism: signal-to-noise
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iWantMyName
Minimalist Login
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American Airlines flight search
Minimalism: Redundancy
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Nelnet
Minimalism: functionality
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Recognize, Diagnose, & Recover from Errors
9 / 10
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Propeller Island
Errors: make problem clear
74
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NASA event registration
Errors: make problem clear
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Errors: Provide a solution
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Google flight search
Errors: propose an alternative• Control & Freedom
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Firefox Get Me Out of Here
Recognize Errors
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Help (I need somebody)
10 / 10
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Codeacademy (jQuery)
Help learning with examples
80
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UPS
Help choices with examples
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Help show the steps
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eBay
Help point things out
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EnVision mailing list
Help provide more information
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EnVision mailing list
Help provide more information
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EULA approval for TurboTax, T-Mobile Germany
Help clearly
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TOS;DR
Help clearly
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Codex by Ethan Fast, Daniel Steffee, Lucy Wang, Joel Brandt and Michael Bernstein [CHI 2014]
Help share what others know
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Heuristic evaluation is a hill-climbing technique
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Heuristic evaluation gives you termsfor intuitive ideas
it is a suite of unit tests for user interfaces