1 (de 3). assessing e xperiences and abilities

Assessing “eXperiences” and “abilities”: Usability,

Communicability, Accessibility, User eXperience, Customer eXperience

Dr. Cristian RusuPontificia Universidad Católica de Valparaíso, [email protected]. Toni GranollersU. de Lleida, Catalonia, [email protected]

El taller “Evaluando eXperiencias y habilidades: Usabilidad, Comunicabilidad, Accesibilidad, User

eXperience, Customer eXperience” ha sido impartido por Cristian Rusu y Toni Granollers en la

ciudad de Popayán-Colombia del 27 al 30 de Septiembre del 2016 durante el 11Congreso

Colombiano de Computación.Este material está sujeto a la licencia

Creative Commons Reconocimiento-NoComercial 4.0 Internacional License

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Content1. Usability and User Experience as HCI

Topics2. Usability, Communicability,

Accessibility, User eXperience, Customer eXperience

3. Assessing “eXperiences” and “abilities”

4. Conclusions11CCC, Popayán, Colombia, September,

2016

11CCC, Popayán, Colombia, September, 2016

Usability and User Experience as HCI Topics

Human – Computer Interaction (HCI): Part of the Body of Knowledge in Computer Science

(CS) 18 CS knowledge areas Usability: a compulsory core HCI topic User eXperience (UX): NOT explicitly incorporated as

a core HCI topic Nothing (yet) about Costumer eXperience (CX)

ACM and IEEE Curricula proposal (CS2013, 2013)


UsabilityUsability: The extent to which a system, product or

service can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use.

(ISO 9241-11, 1998)


User eXperienceUser eXperience (UX): “A person's perceptions and responses

that result from the use and/or anticipated use of a product, system or service”.

(ISO 9241-210, 2010)

Usability vs. User eXperience

Some authors consider UX as an extension of the usability concept; others use the terms indistinctly

“Usability Professionals Association” (UPA) redefined itself as “User Experience Professionals Association” (UXPA.org, 2014)


Usability vs. User eXperience

Lewis (2014):User – Centered Design (UCD) included usability engineering (and ergonomics and human factors engineering)UX subsumed UCDUX will probably become part of a larger customer experience effort (service science)



Customer eXperienceCustomer eXperience (CX): The interaction between an organization and a customer

over the duration of their relationship Customers’ perceptions, both conscious and subconscious CX includes a series of interactions between the customer

and the company (or companies) that offer the product and/or service, called customer “touch-points”


Customer eXperience


Communicability The designer’s deputy (software system’s)

capacity to achieve full metacommunication, conveying to users the essence of the original designer’s message

de Souza and Leitão (2009)

Do we really understand designer’s message?


Accessibility Usability of a product, service, environment or facility

by people with the widest range of capabilities(ISO 9241-171, 2008)

A usability - oriented definition… The concept of accessibility addresses the full range of

user capabilities and is not limited to users who are formally recognized as having a disability

“eXperiences” and “abilities” Usability: User – product interaction User eXperience, UX: User – product

interaction Customer eXperience, CX: User –

organization interaction Communicability: Designer – user (system

mediated) interaction Accessibility: users’ capability – orientedOther “eXperiences” and “abilities”?

Assessing “eXperiences” and “abilities”

How can we “measure” Usability/UX/CX? Well known and new methods to evaluate

usability Allboutux.org: more than 80 methods to

evaluate UX… Overwhelming for newcomers!Cristian Rusu: “Assessing eXperiences: Usability,

User eXperience, Customer eXperience” (www.youtube.com/watch?v=23PjhEIQNW4)


Usability Evaluation


Usability, User eXperience, Customer eXperience

What about CX? Usability/UX evaluation methods may also

evaluate some CX aspects… Evaluating other CX aspects requires

specific methods A key indicator is the customer satisfaction CX should be assessed at least at each

“touch-point”!


Heuristic evaluation The system is carefully reviewed by several

evaluators (usually 3 to 5), based on usability heuristics (“principles”) and checklists

A single evaluator will (probably) detect a low number of usability problems/issues and will (probably) be subjective

Cheap, intuitive, applicable in any stage of the development process, finds many problems (both major and minor), but… may miss domain-specific problems!


Heuristic evaluation(1) Individual work: Each evaluator detect a set of usability problems (and

positive findings)(2) Group work: Evaluators join the problems in a unique list(3) Individual work: Each evaluator rates all problems: severity, frequency,

criticality(4) Group work: Usability report: severity, frequency, criticality averages

and rankings; solutions are proposed11CCC, Popayán, Colombia,

September, 2016

Heuristic evaluation:Nielsen’s 10 usability heuristics

Visibility of system status Match between system and the real world User control and freedom Consistency and standards Error prevention Recognition rather than recall Flexibility and efficiency of use Aesthetic and minimalist design Help users recognize, diagnose, and recover from errors Help and documentation

(www.nngroup.com/articles/ten-usability-heuristics/)

Specific usability heuristics

SMASH12: Physical interaction and ergonomics Definition: The device should provide physical buttons or the

equivalent for main functionalities, located in positions recognizable by the user, which should fit the natural posture (and reach) of the user’s dominant hand.

Explanation: Mobile devices are designed as hand-held devices. From this point of view, ergonomics and comfort play a very important role in the interaction between user and device. Any product that does not have a shape, weight, dimensions or buttons’ position matching the normal posture of the palm might produce exhaustion…


Specific usability heuristics

SMASH12: Physical interaction and ergonomics

Examples: Figure shows a Samsung Galaxy S6 device that, with its 5.1 inches screen, does not fit the user’s palm. The circle marks the thumb’s reach area.


Conclusions Over more than three decades usability was

(re)defined by many authors and standards UX is usually considered an extension of usability,

but the terms are sometimes (still) used indistinctly

CX will probably be the next step… The practice is usually more appealing than the

theory Usability/UX/CX practice should include

summative and formative approaches, and should combine qualitative and quantitative methods


References Quiñones D., Rusu C., Roncagliolo S., Rusu V., Collazos C. (2016) Developing

Usability Heuristics: A Formal or Informal Process? (to be published in IEEE LA Transactions)

Collazos C., Ortega M., Granollers A., Rusu C., Gutierrez F. (2016) Human-Computer Interaction in Ibero-America. Academic, Research, and Professional Issues, IT Professional, ISSN 1520-9202, IEEE Computer Society, Vol.18 (2), pp. 8-11.

Inostroza R., Rusu C., Roncagliolo S., Rusu V., Collazos C. (2016). Developing SMASH: A set of SMArtphone’s uSability Heuristics, Computer Standards & Interfaces, Elsevier, Vol. 43, pp. 40-52.

Hermawati S., Lawson G. (2016) Establishing usability heuristics for heuristics evaluation in a specific domain: Is there a consensus?, Applied Ergonomics, Elsevier, Vol. 56, pp. 34-51.


References Rusu V., Rusu C., Guzmán D., Espinoza D., Rojas D., Roncagliolo S., Quiñones D. (2016).

Assessing the Customer eXperience Based on Quantitative Data: Virtual Travel Agencies, LNCS, 9746, pp. 499–508, Springer.

Rusu C., Rusu V., Roncagliolo S., Quiñones D., Rusu V.Z., Fardoun H., Alghazzawi D., Collazos C. (2016). Usability Heuristics: Reinventing the Wheel?, LNCS, 9742, pp. 59–70, Springer.

Quiñones D., Rusu C., Roncagliolo S., Rusu V., Collazos C. (2016). Developing Usability Heuristics for Grid Computing Applications: Lessons Learned, Advances in Intelligent Systems and Computing, Vol. 448, pp. 485 – 495, Springer.

Sanz F., Galvez R., Rusu C., Roncagliolo S., Rusu V., Collazos C., Cofré J.P., Campos A., Quiñones D. (2016). A Set of Usability Heuristics and Design Recommendations for u-Learning Applications, Advances in Intelligent Systems and Computing, Vol. 448, pp. 983 – 993, Springer.

Quiñones D., Rusu C., Roncagliolo S., Rusu V., Collazos C. (2016). Formalizing the Process of Usability Heuristics Development, Advances in Intelligent Systems and Computing, Vol. 448, pp. 1279 – 1282, Springer.

Barría C., Rusu C., Cubillos C., Collazos C., Palma M. (2016). Analysis of a Training Platform for the Digital Battlefield, Based on Semiotics and Simulation, Advances in Intelligent Systems and Computing, Vol. 448, pp. 1283 – 1286, Springer.

Campos A., Rusu C., Roncagliolo S., Sanz F., Galvez R., Quiñones D. (2016). Usability Heuristics and Design Recommendations for Driving Simulators, Advances in Intelligent Systems and Computing, Vol. 448, pp. 1287 – 1290, Springer.


References Quiñones, D., Rusu C. & Roncagliolo S. (2014). Redefining Usability Heuristics for

Transactional Web Applications. In Proceedings ITNG2014: 11th International Conference on Information Technology: New Generations (pp. 260 – 265). IEEE Computer Society Press.

Diaz, J., Rusu, C., Pow-Sang, J. & Roncagliolo, S. (2013). A Cultural – Oriented Usability Heuristics Proposal. In Proceedings ChileCHI2013: First Chilean Conference on Human - Computer Interaction (pp. 82-87). ACM International Conference Proceeding Series.

Inostroza, R., Rusu, C., Roncagliolo S. & Rusu V. (2013). Usability Heuristics for Touchscreen-based Mobile Devices: Update. In Proceedings ChileCHI2013: First Chilean Conference on Human - Computer Interaction (pp. 24-29). ACM International Conference Proceeding Series.

Solano, A., Rusu, C., Collazos, C. & Arciniegas, J. (2013). Evaluating interactive digital television applications through usability heuristics. Ingeniare, 21 (1), pp. 16-29.

Roncagliolo, S., Rusu, V., Rusu, C., Tapia, G., Hayvar, D. & Gorgan D. (2011). Grid Computing Usability Heuristics in Practice, In Proceedings ITNG2011: 8th International Conference on Information Technology: New Generations (pp. 145-150). IEEE Computer Society Press.

Rusu, C., Muñoz, R., Roncagliolo, S., Rudloff, S., Rusu, V. & Figueroa A. (2011). Usability Heuristics for Virtual Worlds, In Proceedings AFIN2011: The Third International Conference on Advances in Future Internet (pp. 16-19). International Academy, Research, and Industry Association (IARIA).


References Rusu, C., Roncagliolo, S., Rusu, V. & Collazos C. (2011). A Methodology to

Establish Usability Heuristics. In Proceedings ACHI2011: The Fourth International Conference on Advances in Computer-Human Interactions (pp. 59-62). International Academy, Research, and Industry Association (IARIA).

Collazos, C., Granollers, T. & Rusu C. (2011). A Survey of Human-Computer Interaction into the Computer Science Curricula in Iberoamerica. In Proceedings ITNG2011: 8th International Conference on Information Technology: New Generations (pp. 151-156). IEEE Computer Society Press.

Rusu, C. & Rusu V. (2007). Teaching HCI: A Challenging Intercultural, Interdisciplinary, Cross-field Experience. In Ishida, T., Fussell, S.. & Vossen, P (Ed.): Intercultural Collaboration, Proceedings IWIC2007 (pp. 344-354). Lecture Notes in Computer Science 4568: Springer.

Rusu, C., Rusu, V. & Roncagliolo, S. (2008). Usability Practice: The Appealing Way to HCI. In Proceedings ACHI 2008: The First International Conference on Advances in Computer-Human Interactions (pp. 265-270). IEEE Computer Society Press.


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ISO 9241-11 (1998). Ergonomic requirements for office work with visual display terminals (VDTs) -- Part 11: Guidance on usability. International Organization for Standardization, Geneva, Switzerland.

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http://www.allaboutux.org/. Usability.gov (2014). Improving the User Experience. U.S. Department of Health

& Human Services. Retrieved August 20, 2014, from http://www.usability.gov/. UXPA.org (2014). User Experience Professionals Association. Retrieved August

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