Developing Meaningful Usability and

User Experience Measurements for

Mobile (Healthcare) Applications

www.xbosoft.com

Featuring:

Speaker Introduction

• Philip Lew - XBOSoft

• Duke Yetter – CEO,

– Long term and mobile

– Healthcare solutions

2

Agenda

• What is usability and UX and why important?

• Usability and UX Specifics for MobileApps

• How to set up measurements

• What does Mobile MedSoft want to achieve with their app from a usability and UX viewpoint

• How to set up usability measurements for Mobile Medsoft

What is Usability-UX and Why is it Important

Web and Mobile User Expectations • Business models have

changed

– Instead of paying upfront and ‘owning’ the software

– Pay as you go, pay by subscription

• Cloud and mobile converge

• Behavior and expectations have changed

Basic Usability Concepts

User Experience

Usability Effect

Usability Design

6

Design-Test and Evaluate

Design

Test and Evaluate

Release

Test and Evaluate

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• What will the mobileapp do?

• Is it a conversion of existing app?

• What functions will a user really access?

Usability - Design Perspective

• Understandability

• Learnability

• Operability

• Attractiveness

• Navigation

• Responsiveness-performance

Source: ISO 25010

Usability-Effect

Degree to which specified

users can achieve specified

goals with effectiveness,

efficiency and satisfaction in a

specified context of use.

Usability-Effect “Context” and “Specified”

• User role

• Objective

• Task

• Environment

• Domain

• …

specified users

specified goals

specified context of use

What else can you think of?

Source: ISO 25010

Usability-Effect User Experience

• Satisfaction

– The degree to which users are satisfied in a specified context of use. Satisfaction is further subdivided into sub-characteristics:

• Likability (cognitive satisfaction)

• Pleasure (emotional satisfaction)

• Comfort (physical satisfaction)

• Trust

• Including many other factors experienced over time and other channels

Task Ease (effectiveness and efficiency)

• Buttons are a key tool in the user experience designer’s box of tricks.

• Prioritize tasks - Some tasks more important than others.

• Understand the objectives of the application and understand which tasks are really important.

• Paths to complete these tasks should be given priority

• Majority of your app’s value is provided by a small number of tasks.

• With these priority tasks, remove any friction that slows the user’s progress.

• Choosing your words carefully to make it clear what the buttons or functions do 12

User Context is King

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• Mis-Targeted user background can cause loss of effectiveness

• Know your users.

Usability

Right and Wrong

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Positioning

• Effectiveness of application buttons is affected by position.

• Emphasis is gained by

– removing clutter

– placing the button where the user’s eyes will mostly likely be. 15

Using Color

• Color creates emphasis.

• Dependent on the importance of the application’s function.

• Make easy to for user to see the most important stuff.

• Color can affect usefulness.

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LinkedIn - Color

• The ‘View Full Profile’ button

– LinkedIn wants you to click that.

– You’ll be prompted to create an account!

• Button has a unique color that isn’t shared with any other part of the design.

• Page has tons of information, this button still stands out. 17

Create an account!!!

Don’t Overuse a Color

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Size Matters

• Time taken to point at an object is directly influenced by the size of that object.

• Big is beautiful depending on function-what you want the user to do.

• Size can dictate the button’s importance over everything else on the page.

• Take the Firefox page for example, Mozilla don’t mess around with subtlety here.

• Good design communicates priority.

• With one massive button on the page, that priority is obvious.

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Using Size AND Color

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Multivariate Testing

• Small changes can make a big difference.

• Laura Ashley arrived at this design following multi-variate testing of 5 different options

• Differences in the testing included:

– Link colors and locations

• The "Go to checkout" button was dark gray instead of green

• Achieved 11% increase in checkouts

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Let’s Go Mobile

Usability and UX For Mobile

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Usability - Desktop to Mobile

• You have a good website made for desktop and users can access it from their mobile phones also.

– Just loading websites on the phone is not enough

• What matters for users

– Time to load the website

– User interface

– Accessibility of various functions available

• Usability design needs to change, otherwise usability effect and UX will suffer 23

Laura Ashley MS

• Same as web version

• Green sticks out

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LA

• What is wrong here?

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LA MS

• Consistent green

• Obviously want you to click and add to the bag

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LA Shopping bag

• Clear green signals… BUY

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LA MobileApp

• Main Screen

• Decent size buttons

• No priority or importance weighting

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LA Mobile App

• Big buttons

• Good for big fingers

• Semi-meaningful icons on the bottom

– Note contextual location

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Buy or Share?

• No placement of importance or priority

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Select Size

• Good navigation

• Good size buttons

• No priority

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In my Basket

• What should I do now?

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Shopping Basket

• Empty or Checkout?

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Bloomberg

• Simple Information App

• Simple colors

• Meaningful Icons

• Big enough to see

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Fidelity

• Easy to use scroll

– Thumb Friendly

• Simple colors

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Fidelity

• Size and Importance

• Pretty easy to see what they want you to do

• Consistent icons on bottom

– Simple

– Not everything

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Yelp

• Easy on the eyes

• Semi-meaningful icons

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Yelp

• Consistent

• Finger friendly

• Consistent location of icons on bottom

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Same as Fidelity

What does this mean?

Mobile Usability Design Best Practices Summary

• Quick

• Simple Navigation-Task Oriented

• Thumb Friendly

• Visibility in Design

• Easy to Convert/Complete the task

• Contextual

• Seamless with main webapp

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What does want to achieve in the Usability UX

Standpoint?

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Introduction to

• iMedTablet is our latest patent pending pending technology being developed for patient care coordination for all types of long-term care providers.

• Allows the user to securely access and document patient care information in real-time utilizing Cloud technology, GPS technology and intra-facility communications.

• With data stored on the cloud and not on a local server, expandability is unlimited. Plus electronic storage versus paper is a great savings.

• Designed to seamlessly integrate with many pharmacy and long-term care software systems.

• iMedTablet is mobile, affordable, reliable, secure, easy to deploy and simple to use. Will be available in a multiple languages and HL7 Compatible

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• Usability Design

– Easy to use

– Very contextual and domain oriented application

• UX Assessment, Measurement and Improvement

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Setting Up Usability Measurements

Measure and Improve

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Big Picture on Usability and UX

User Experience

Usability Effect

Usability Design

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Design-Test and Evaluate

Design

Test and Evaluate

Release

Test and Evaluate

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Defining Usability For Your Organization

• Attributes expressed hierarchically

• Any number of sub-levels is OK

• Achieving the sub-attributes=achieving the high level attribute -measurable

Quality

Attribute 1

Characteristic 1 Characteristic 2 Characteristic n

Subcharacteristic 1 Subcharacteristic 2 Subcharacteristic n

Attribute 2 Attribute 3 Attribute 1

Usability

Let’s Define Usability From the Product (Design) Viewpoint

Usability

# Buttons

Characteristic 1 Characteristic 2 Characteristic n

Subcharacteristic 1 Subcharacteristic 2 Subcharacteristic n

Attribute 1 Attribute 2

Simpleness Navigation

Control Stability Button Visability

Position Color Usage

Defining Usability from an Effect-Real usage Point of View

Quality

Errors

Effectiveness Efficiency Characteristic n

Accuracy Completeness Subcharacteristic n

Attribute 2 Attribute 3 Attribute 1

Usability

Satisfaction

Potential Attributes Measurements for ‘Effect’ Usability

• Effectiveness

– Completion rates

– Error rate

– Help usage

• Efficiency

– Task time/Speed

– Backtracking

• Learnability

– Learning rate

– Task time deviation

Measurable Attributes

• Attribute name

• Description and purpose

• How to measure

• What is measured

• Measurement/Calculation

• Range (min, max)

• Objective

• Current

Once you have a

model (what you

are going to

measure), then

you start doing IT!

Usability Measurement

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Attribute

Scale How Measure or Calculation

Objective Current

Help Access Percent of Users Accessing Help

Log files % 30% 40%

Task Completion Efficiency

Keystrokes to find/use a feature/function/information

Measure top 10 tasks

% 90% < 3 50%

Consistency Number locations for same button

Examine menus and doc.

integer 1 5

Accuracy Number reported errors

Log files Integer or % <5 10

Usability Measurement Methods

Let’s get started

Logging

Heuristic Evaluation

Labs

Focus groups

Walk

Throughs Satisfaction

Surveys

External Quality Requirements Measure EI value P/GI value

Global Quality Indicator 61.97%

1 Usability 60.88%

1.1 Understandability 83%

1.1.1 Icon/label ease to be recognized 100%

1.1.2 Information grouping cohesiveness 66%

1.2 Learnability 51.97%

1.2.1 ……………………………………………… …

1.3 Operability 49.50%

1.3.1 Control permanence 100%

1.3.2 Expected behaviour 50%

2 Content Quality 63.05%

2.1 Content Suitability 63.05%

2.1.1 Basic Information Coverage 50%

2.1.1.1 Line item information completeness 2 50%

2.1.1.2 Product description appropriateness 50%

2.1.2 Coverage of other Contextual Information 76.89%

2.1.2.1 ……………………………………………….. …

2.1.2.2 Return policy information completeness 33%

Example Heuristic Evaluation

Usability Logging Measurement and Data Collection

• Identify users by using session ID to identify a unique user.

• Iteratively insert code into the application

• Collect data • Analyze the data for each

attribute in different dimensions and aggregations

• Determine the need for further calculations and what attributes to measure further

• Revise the data we are collecting, adding or decreasing granularity

Satisfaction Surveys

The process: 1. Calculate the usability score (satisfaction) of version X

2. Do the survey

3. Change to version X.1 – make changes to the software directly correlated to the usability factors to either increase or decrease the usability score

4. Do the survey again

5. See if differences made change impact the survey results

Notes on Satisfaction and Usability

• Satisfaction is a subjective feeling dependent on many things other than usability: – A user can be highly

satisfied but the application with low usability.

– An application can be highly usable (high usability) but the user is not satisfied!

Highly usable

software

My password

doesn’t work

don’t have

what I want I’m unsatisfied

I’m

satisfied!

low usability

software

Finished

my work today

Nice weather

today

Getting Started with Measurement

• Produce an action plan

– What usability attributes are important to your organization?

• Develop a model

– What data can you collect/Which technique can you use

• Maybe some elements of the model drop out-can’t be measured that easily

– Start collecting and developing benchmark

Setting up Usability and UX Measurements for

58

Conclusion

• Usability and UX

– Abstract concepts

– Paramount for mobileapps

• Defining is different for each organization

• Need a model for your organization

– What is most important to you depends on your users and their behavior and expectations

• The model is the foundation of what to measure

• Once you can measure, then you can evaluate and improve

Thanks

Questions and Answers

www.xbosoft.com

408-350-0508