Understanding Your Users: A Practical Guide to User Requirements Methods, Tools, and Techniques (Interactive Technologies)

✍ Scribed by Catherine Courage, Kathy Baxter

• Publisher: Morgan Kaufmann
• Year: 2005
• Tongue: English
• Leaves: 810
• Series: Interactive Technologies
• Edition: 1
• Category: Library

✦ Synopsis

giving one star... based on reading the other reviewers carefully i very much think they are written by the same person or group to promote the book. the writting style is far to similar.

✦ Table of Contents

Cover......Page 1
CONTENTS......Page 8
PREFACE......Page 24
PART 1. WHAT YOU NEED TO KNOW BEFORE CHOOSING AN ACTIVITY......Page 30
User-centered Design......Page 32
Principles of User-centered Design......Page 33
Product Lifecycle......Page 35
A Variety of Requirements......Page 37
The Product Team’s Perspective......Page 38
User Requirements......Page 42
Getting Stakeholder Buy-in for Your Activity......Page 43
Arguments and Counter Arguments......Page 44
Preventing Resistance......Page 47
The Methods......Page 50
Learn About Your Product......Page 58
At a Glance......Page 60
Tip......Page 66
At a Glance......Page 70
Step 1: User Profile......Page 72
Step 2: Personas......Page 76
Step 3: Scenarios......Page 81
Tip......Page 83
from Business School Libraries......Page 88
Personas: A Case Study by Microsoft Corporation......Page 104
Ethical Considerations......Page 124
At a Glance......Page 126
Appropriate Language......Page 128
Appropriate Incentives......Page 129
Acknowledge Your True Capabilities......Page 130
Debrief......Page 131
Legal Considerations......Page 132
Pulling It All Together......Page 133
Tip......Page 136
Using Your Company’s Existing Facilities......Page 137
Renting a Marketing or Hotel Facility......Page 139
Building a Permanent Facility......Page 140
At a Glance......Page 141
Tip......Page 142
Lab Layout......Page 152
Digital versus Analog Labs......Page 155
Analog Recording......Page 156
Digital Recording......Page 157
Designing an Innovative Cost-effective Usability Lab......Page 158
PART 2 GET UP AND RUNNING......Page 172
At a Glance......Page 174
Why Create a Proposal?......Page 175
Sections of the Proposal......Page 176
Sample Proposal......Page 178
Getting Commitment......Page 182
Deciding the Duration and Timing of Your Session......Page 184
Recruiting Participants......Page 185
At a Glance......Page 186
Tip......Page 188
Developing a Recruiting Screener......Page 190
Sample Screener......Page 195
At a Glance......Page 198
Tip......Page 201
At a Glance......Page 202
Tip......Page 208
At a Glance......Page 209
Preventing No-shows......Page 211
Recruiting International Participants......Page 213
Recruiting Special Populations......Page 215
Tax Implications......Page 217
The Professional Participant......Page 218
Create a Watch List......Page 219
Creating a Protocol......Page 220
Piloting Your Activity......Page 222
Tip......Page 223
Methods in China......Page 225
Welcoming Your Participants......Page 238
The Late Participant......Page 240
You Can’t Wait Any Longer......Page 241
Including a Late Participant......Page 243
Warm-up Exercises......Page 244
Inviting Observers......Page 245
Introducing Your Think-aloud Protocol......Page 247
Tip......Page 249
At a Glance......Page 250
At a Glance......Page 255
Tip......Page 257
Video Tips......Page 258
Dealing with Awkward Situations......Page 259
Extra Caution Required with Customers......Page 260
Participant Issues......Page 261
Product Team/Observer Issues......Page 270
Pulling It All Together......Page 273
PART 3 THE METHODS......Page 274
At a Glance......Page 276
When Should You Conduct Interviews?......Page 277
Things To Be Aware of When Conducting Interviews......Page 279
Outcomes Analysis......Page 281
Preparing to Conduct an Interview......Page 285
Are You Ready?......Page 286
Select the Type of Interview......Page 287
Tip......Page 288
Write the Questions......Page 291
Players in Your Activity......Page 299
Inviting Observers......Page 302
At a Glance......Page 303
The Five Phases of an Interview......Page 304
Your Role as the Interviewer......Page 306
Tip......Page 309
Monitoring the Relationship with the Interviewee......Page 319
Dos and Don’ts......Page 321
Data Analysis and Interpretation......Page 322
Qualitative Analysis Tools......Page 323
Preparing to Communicate Your Findings......Page 324
Lessons Learned......Page 326
Pulling It All Together......Page 327
Preparing and Conducting On-site Interviews......Page 328
We Have in the Bar?”......Page 332
At a Glance......Page 342
When Should You Use a Survey?......Page 343
Things To Be Aware of When Using a Survey......Page 344
Are You Ready?......Page 345
Preparation Timeline......Page 346
At a Glance......Page 347
Players in Your Activity......Page 348
Compose Your Questions......Page 349
Tip......Page 353
Determine Now How You Will Analyze Your Data......Page 362
Building the Survey......Page 364
Considerations When Choosing a Survey Distribution Method......Page 367
Distributing Your Survey via the Web, E-mail, or Paper......Page 372
Test Your Survey......Page 375
Initial Assessment......Page 377
Types of Calculation......Page 378
At a Glance......Page 379
Preparing to Communicate Your Findings......Page 386
Lessons Learned......Page 387
Using Online Surveys to Quantify Usability Issues......Page 388
Introduction......Page 400
and Needs Analysis......Page 401
Are You Ready?......Page 403
Preparation Timeline......Page 404
Identify the Brainstorming Question......Page 405
Players in Your Activity......Page 407
Inviting Observers......Page 409
Conducting a Wants and Needs Analysis......Page 410
Introduce the Activity and Brainstorming Rules......Page 411
Have a Practice Exercise......Page 413
The Brainstorming......Page 414
Tip......Page 415
Prioritization......Page 416
Effective Brainstorming Tips......Page 418
The Doomed Brainstorm......Page 420
Data Analysis and Interpretation......Page 421
Sort Based on Verbatim Content......Page 422
Combine Groups......Page 423
Remove Duplicates from Each Pile......Page 424
Combine Data from Multiple Sessions......Page 425
Interpreting the Data......Page 427
Preparing to Communicate Your Findings......Page 428
Modifications......Page 430
Lessons Learned......Page 436
Pulling It All Together......Page 437
Understanding Users’ Healthcare Wants and Needs......Page 438
Introduction......Page 444
When Should You Conduct a Card Sort?......Page 445
Group or Individual Card Sort?......Page 446
Are You Ready?......Page 447
Preparation Timeline......Page 448
Identify Objects and Definitions for Sorting......Page 449
Activity Materials......Page 451
Additional Data Collected in a Card Sort......Page 453
Players in Your Activity......Page 455
Inviting Observers......Page 456
Activity Timeline......Page 457
Practice......Page 458
Card Review and Sorting......Page 459
Data Analysis and Interpretation......Page 461
Brief Description of How Programs Cluster Items......Page 463
Analysis with a Statistics Package......Page 466
Data that Computer Programs Cannot Handle......Page 467
Interpreting the Results......Page 468
Preparing To Communicate Your Findings......Page 471
Modifications......Page 472
Pulling It All Together......Page 476
of How the Site Should Be Organized......Page 477
Introduction......Page 488
Background to Task Analysis......Page 489
Overview of Group Task Analysis......Page 491
When to Use a Group Task Analysis......Page 492
Benefits of the Group Approach......Page 495
Things To Be Aware of When Conducting a GTA......Page 496
Types of Data You Can Collect......Page 498
Are You Ready?......Page 501
Preparation Timeline......Page 502
At a Glance......Page 503
Identify the Task Steps......Page 504
Players Involved in the Activity......Page 506
Inviting Observers......Page 508
Activity Materials......Page 509
Activity Timeline......Page 511
Welcome the Participants......Page 512
Train the Participants......Page 513
Tip......Page 516
Moderate the Group......Page 518
Review the Task......Page 522
Recreate the Flow within 24 Hours......Page 524
Deal with Multiple Flows......Page 526
Analyze the Data......Page 527
Preparing to Communicate Your Findings......Page 530
Modifications......Page 532
Lessons Learned......Page 534
For and Conduct Online Meetings......Page 536
Introduction......Page 544
When Should You Use a Focus Group?......Page 545
Focus Group......Page 547
Are You Ready?......Page 550
Preparation Timeline......Page 551
Identify the Questions You Wish to Answer......Page 552
Players in Your Activity......Page 556
Online Travel Example......Page 558
Activity Materials......Page 562
Tip......Page 563
Welcome the Participants......Page 564
The Focus Group Discussion......Page 565
Online Travel Example......Page 566
Analyzing Quantitative Data......Page 567
Analyzing Qualitative Data......Page 568
Preparing to Communicate Your Findings......Page 569
Modifications......Page 571
Lessons Learned......Page 575
Pulling It All Together......Page 579
Engineering Collaborative Tools: a Different Use......Page 580
Introduction......Page 592
When Should You Conduct Field Studies?......Page 593
Research......Page 595
Field Study Methods to Choose From......Page 598
At a Glance......Page 599
Observation Only......Page 602
Travel Example......Page 603
Interacting with the User......Page 608
Tip......Page 612
Method Supplements......Page 616
Are You Ready?......Page 620
Identify the Type of Study to Conduct......Page 621
Players in Your Activity......Page 622
Tip......Page 626
Train the Players......Page 627
Develop your Protocol......Page 628
Schedule the Visits......Page 629
Activity Materials......Page 632
Tips......Page 633
Tip......Page 634
Summary......Page 636
Conducting a Field Study......Page 637
At a Glance......Page 638
Tip......Page 639
Begin Data Collection......Page 640
Organize Your Data......Page 641
Recommendations for Conducting Family/Home Visits......Page 642
Data Analysis and Interpretation......Page 644
At a Glance......Page 645
Analyzing Deep Hanging-Out Data......Page 646
Analyzing Contextual Inquiry/Design Data......Page 647
Analyzing Data from Discount User Observations......Page 648
Tip......Page 649
Preparing to Communicate Your Findings......Page 650
Lessons Learned......Page 652
Pulling It All Together......Page 654
Understanding the Staples Delivery Experience......Page 655
PART 4 WRAPPING UP......Page 664
At a Glance......Page 666
Prioritization of Findings......Page 667
First Prioritization: Usability Perspective......Page 668
Development Priorities......Page 670
Presenting Your Findings......Page 673
At a Glance......Page 674
Tip......Page 675
Presentation Attendees......Page 676
At a Glance......Page 677
Tip......Page 678
Report Format......Page 681
At a Glance......Page 683
Tip......Page 684
The Recommendations Report......Page 687
Report Supplements......Page 688
Ensuring the Incorporation of Your Findings......Page 689
Stakeholder Involvement......Page 690
Be a Virtual Member of the Team......Page 691
Ensure the Product Team Documents Your Findings......Page 692
Keep a Scorecard......Page 693
Calico Configuration Modeling Workbench......Page 695
PART 5 APPENDICES......Page 706
Caution......Page 708
The Web......Page 709
Tip......Page 710
Societies in the US......Page 711
International Societies......Page 712
Tip......Page 714
VENDORS THAT OFFER TRAINING IN USABILITY ACTIVITIES......Page 718
VENDORS THAT CONSULT ON USABILITY LAB DESIGN, SELL OR RENT LAB EQUIPMENT, OR BUILD LABS......Page 724
VENDORS THAT RECRUIT PARTICIPANTS, CONDUCT USABILITY ACTIVITIES FOR YOU, AND/OR RENT FACILITIES TO YOU......Page 728
Develop a Questionnaire for Potential Participants......Page 734
Distribute Your Questionnaire......Page 738
Technical Requirements for a Participant Database......Page 739
Introduction......Page 744
When Should You Use an Affinity Diagram?......Page 745
Creating an Affinity Diagram......Page 746
Tip......Page 747
COMPUTERIZED QUALITATIVE ANALYSIS TOOLS......Page 752
Product Name ( )......Page 756
Executive Summary......Page 757
Background......Page 758
Method......Page 759
Results......Page 761
Appendix 1......Page 764
Appendix 3......Page 765
Appendix 4......Page 766
B......Page 768
C......Page 769
G......Page 770
I......Page 771
M......Page 772
P......Page 773
S......Page 774
U......Page 776
V......Page 777
REFERENCES......Page 780
INDEX......Page 788