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Measuring the User Experience,

Edition 2 Collecting, Analyzing, and Presenting Usability Metrics

Editors: By Bill Albert and Tom Tullis

Publication Date: 03 Jul 2013

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Measuring the User Experience was the first book that focused on how to quantify the user experience. Now in the second edition, the authors include new material on how recent technologies have made it easier and more effective to collect a broader range of data about the user experience.

As more UX and web professionals need to justify their design decisions with solid, reliable data, Measuring the User Experience provides the quantitative analysis training that these professionals need. The second edition presents new metrics such as emotional engagement, personas, keystroke analysis, and net promoter score. It also examines how new technologies coming from neuro-marketing and online market research can refine user experience measurement, helping usability and user experience practitioners make business cases to stakeholders. The book also contains new research and updated examples, including tips on writing online survey questions, six new case studies, and examples using the most recent version of Excel.

Key Features

Learn which metrics to select for every case, including behavioral, physiological, emotional, aesthetic, gestural, verbal, and physical, as well as more specialized metrics such as eye-tracking and clickstream data
Find a vendor-neutral examination of how to measure the user experience with web sites, digital products, and virtually any other type of product or system
Discover in-depth global case studies showing how organizations have successfully used metrics and the information they revealed
Companion site, www.measuringux.com, includes articles, tools, spreadsheets, presentations, and other resources to help you effectively measure the user experience

About the author

By Bill Albert, Director, Design and Usability Center, Bentley University, USA and Tom Tullis, Senior Vice President of User Experience, Fidelity Investments, USA

Dedication

Preface to the Second Edition

Acknowledgments

Biographies

Chapter 1. Introduction

1.1 What is User Experience

1.2 What are User Experience Metrics?

1.3 The Value of UX Metrics

1.4 Metrics for Everyone

1.5 New Technologies in UX Metrics

1.6 Ten Myths about UX Metrics

Chapter 2. Background

2.1 Independent and Dependent Variables

2.2 Types of Data

2.3 Descriptive Statistics

2.4 Comparing Means

2.5 Relationships Between Variables

2.6 Nonparametric Tests

2.7 Presenting your Data Graphically

2.8 Summary

Chapter 3. Planning

3.1 Study Goals

3.2 User Goals

3.3 Choosing the Right Metrics: Ten Types of Usability Studies

3.4 Evaluation Methods

3.5 Other Study Details

3.6 Summary

Chapter 4. Performance Metrics

4.1 Task Success

4.2 Time on Task

4.3 Errors

4.4 Efficiency

4.5 Learnability

4.6 Summary

Chapter 5. Issue-Based Metrics

5.1 What is a Usability Issue?

5.2 How to Identify an Issue

5.3 Severity Ratings

5.4 Analyzing and Reporting Metrics for Usability Issues

5.5 Consistency in Identifying Usability Issues

5.6 Bias in Identifying Usability Issues

5.7 Number of Participants

5.8 Summary

Chapter 6. Self-Reported Metrics

6.1 Importance of Self-Reported Data

6.2 Rating Scales

6.3 Post-Task Ratings

6.4 Postsession Ratings

6.5 Using Sus to Compare Designs

6.6 Online Services

6.7 Other Types of Self-Reported Metrics

6.8 Summary

Chapter 7. Behavioral and Physiological Metrics

7.1 Observing and Coding Unprompted Verbal Expressions

7.2 Eye Tracking

7.3 Measuring Emotion

7.4 Stress and Other Physiological Measures

7.5 Summary

Chapter 8. Combined and Comparative Metrics

8.1 Single Usability Scores

8.2 Usability Scorecards

8.3 Comparison to Goals and Expert Performance

8.4 Summary

Chapter 9. Special Topics

9.1 Live Website Data

9.2 Card-Sorting Data

9.3 Accessibility Data

9.4 Return-On-Investment Data

9.5 Summary

Chapter 10. Case Studies

10.1 Net Promoter Scores and the Value of a Good User Experience

10.2 Measuring the Effect of Feedback on Fingerprint Capture

Acknowledgment

10.3 Redesign of a Web Experience Management System

10.4 Using Metrics to Help Improve a University Prospectus

Acknowledgments

10.5 Measuring Usability Through Biometrics

Acknowledgments

Chapter 11. Ten Keys to Success

11.1 Make Data Come Alive

11.2 Don’t Wait to be Asked to Measure

11.3 Measurement is Less Expensive than You Think

11.4 Plan Early

11.5 Benchmark Your Products

11.6 Explore Your Data

11.7 Speak the Language of Business

11.8 Show Your Confidence

11.9 Don’t Misuse Metrics

11.10 Simplify Your Presentation

References

Index

Measuring the User Experience,

Editors: By Bill Albert and Tom Tullis

Description

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About the author

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