Understanding Your Users

A Practical Guide to User Requirements Methods, Tools, and Techniques

Kathy Baxter,Catherine Courage

• Publisher: Morgan Kaufmann
• Year: 2005
• ISBN:
  9780080520087
• Topic: Ciencia de la computación
• Subtopic: Interacción persona-computadora

Today many companies are employing a user-centered design (UCD) process, but for most companies, usability begins and ends with the usability test. Although usability testing is a critical part of an effective user-centered life cycle, it is only one component of the UCD process. This book is focused on the requirements gathering stage, which often receives less attention than usability testing, but is equally as important. Understanding user requirements is critical to the development of a successful product. Understanding Your Users is an easy to read, easy to implement, how-to guide on usability in the real world. It focuses on the "user requirements gathering" stage of product development and it provides a variety of techniques, many of which may be new to usability professionals. For each technique, readers will learn how to prepare for and conduct the activity, as well as analyze and present the data —all in a practical and hands-on way. In addition, each method presented provides different information about the user and their requirements (e.g., functional requirements, information architecture, task flows). The techniques can be used together to form a complete picture of the users' requirements or they can be used separately to address specific product questions. These techniques have helped product teams understand the value of user requirements gathering by providing insight into how users work and what they need to be successful at their tasks. Case studies from industry-leading companies demonstrate each method in action. In addition, readers are provided with the foundation to conduct any usability activity (e.g., getting buy-in from management, legal and ethical considerations, setting up your facilities, recruiting, moderating activities) and to ensure the incorporation of the results into their products.·Covers all of the significant requirements gathering methods in a readable, practical way
·Presents the foundation readers need to prepare for any requirements gathering activity and ensure that the results are incorporated into their products
·Includes invaluable worksheet and template appendices
·Includes a case study for each method from industry leaders
·Written by experienced authors who teach conference courses on this subject to usability professionals and new product designers alike

PART 1

WHAT YOU NEED TO KNOW BEFORE CHOOSING AN ACTIVITY

CHAPTER 1

INTRODUCTION TO USER REQUIREMENTS

INTRODUCTION

USER-CENTERED DESIGN

Principles of User-centered Design

Incorporating User-centered Design Principles into the Product Lifecycle

A VARIETY OF REQUIREMENTS

The Product Team’s Perspective

User Requirements

GETTING STAKEHOLDER BUY-IN FOR YOUR ACTIVITY

Arguments and Counter Arguments

Preventing Resistance

THE METHODS

Introduction

User requirements refers to the features/attributes your product should have or how it should perform from the users’ perspective. User-centered design is a discipline for collecting and analyzing these requirements. This chapter introduces the basic concepts behind user requirements and the processes involved in capturing them. We discuss what user-lefted design is, the different requirements stakeholders collect during product development, and how to get buy-in for your user requirements activities. The chapter also provides an overview of the methods presented in this book.

At a Glance

> User-centered design

> A variety of requirements

> Getting stakeholder buy-in for your activity

> The methods

User-centered Design

User-centered Design (UCD) is a product development approach that focuses on the end users of a product. The philosophy is that the product should suit the user, rather than making the user suit the product. This is accomplished by employing techniques, processes, and methods throughout the product lifecycle that focus on the user. If you are new to usability you should refer to Appendices A (page 678) and B (page 688) at the end of this book to learn about usability resources and classes that can help bring you up to speed.

Principles of User-centered Design

There are three key principles of UCD (Gould & Lewis 1985):

An Early Focus on Users and Tasks

The first principle focuses on the systematic and structured collection of users’ requirements. That is the focus of this book. We will teach you how to effectively collect users’ requirements using a variety of methods.

To maximize the usability of a product, the user should be involved from the product’s inception. The earlier the user is involved, the less repair work needs to be done at the final stages of the lifecycle (e.g., after a usability test). The UCD process should begin with user requirements gathering. By collecting user requirements, you can gain an understanding of such things as what your users really want and need, how they currently work or how they would like to work, and their mental models or mental representations of their domain. This information is invaluable when creating a superior product.

Empirical Measurement of Product Usage

The focus here is on ease of learning and effective, error-free use. This can be assessed early in the lifecycle via usability testing of prototypes. Metrics such as errors, assists, and task completion rates gauge this. In a usability test, users are given a prototype or the final product and asked to complete a series of typical tasks using the product. This activity allows you to identify usability issues with your product. Then changes are made to improve the product before its release.

Image based on cartoon #5 at http://www.usability.uk.com/

SUGGESTED RESOURCES FOR ADDITIONAL READING

This book does not dive into the detailed process of usability testing, but there are plenty of great books that do. These include:

• Barnum, C. M. (2002). Usability Testing and Research. New York: Longman.

• Dumas, J. S. & Redish, J. C. (1999). A Practical Guide to Usability Testing, 2nd ed. Exeter, UK: Intellect Books.

• Nielsen, J. (1994). Usability Engineering. San Francisco, CA: Morgan Kaufmann.

• Rubin, J. (1994). Handbook of Usability Testing. New York: John Wiley & Sons.

Iterative Design

The final principle recommends that requirements are collected and the product is designed, modified, and tested repeatedly. You do not go through the development cycle once; you continue to iterate and fine-tune with each cycle until you get it right. No one gets all the information the first time, no matter how expertly you execute each usability activity.

Incorporating User-centered Design Principles into the Product Lifecycle

Figure 1.1 illustrates the ideal product lifecycle with these UCD processes incorporated. The key elements of “an early focus on users,” “empirical measurement of usage,” and “iterative design” are all incorporated. Stage 1, the “Concept” phase, encompasses the “early focus on the user.” The “Design” phase (stage 2) ideally incorporates the “early focus on the user” and “empirical measurement” principles of UCD. The “Develop” and “Release” phases (stages 3 and 4) tend to focus on the “empirical measurement” principle of UCD. Sample activities in each phase are discussed in this section.

Figure 1.1 Product lifecycle with UCD processes incorporated

Stage 1: Concept

This is the idea phase of your product. You are:

Developing usability goals ...