Creating the User Experience 1

1) Concept and Planning, Strategy and Scope

Tools and Techniques

Log Analysis/Logging
In log analysis, close attention is paid to all computer records of user activity, including statistics about the frequency of feature use and events of interest (such as error messages). Other data such as browser, OS, connection speed, etc. can also help drive user requirements.

Questionnaires are written lists of questions that you distribute to users, to be completed at their leisure. These are especially useful for remote testing.

Contextual Inquiry
The analyst conducts one-on-one interviews with customers in the physical location where they would use the product while they're using the product. The interaction provides an opportunity to ask follow-up questions, to better understand user motives, and to gain insight into the reasoning behind their answers.

Surveys are interviews conducted with users in person or over the phone. An interviewer asks a list of questions, and the responses are recorded. Face-to-face interviewing provides an opportunity for both follow up questions to gain further clarity, as well as a chance to observe physical behavior and reactions.

Field Observation
Human factors engineers go to representative users' workplaces and observe their typical environment and usage behavior. The goal is to understand how they use the system and what their mental models are. This shadowing can provide an understanding of real-world, uninterrupted behavior.

Gathering information about users by talking directly to them. An interview can typically gather more information than a questionnaire and go into a deeper level of detail. Interviews are good for getting subjective reactions, opinions, and insights into how people reason about issues. Interviews may happen in person or over the phone. Interviewers focus on finding an appropriate sample of interviewees, making the interviewee feel comfortable, and trying to avoid misleading questions or any behavior that might encourage a biased response.

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Table of Contents
1) Experiences 2) The User Experience 3) Tools and disciplines 4) Navigation 5) Navigation Systems 6) Principles of Successful Navigation

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