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© 2004, Whitney Quesenbery Using Language to Improve Usability tekom - 10 November 2004 - Weisbaden Whitney Quesenbery Whitney Interactive Design www.WQusability.com 908-638-5467 [email protected] USING LANGUAGE TO IMPROVE USABILITY | WHITNEY QUESENBERY 2 How important are words?

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Page 1: Using Language to Improve · PDF file2 USING LANGUAGE TO IMPROVE USABILITY | WHITNEY QUESENBERY 3 Definitions overlap The extent to which a product can be used by specified users to

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© 2004, Whitney Quesenbery

Using Language to Improve Usability

tekom - 10 November 2004 - Weisbaden

Whitney Quesenbery

Whitney Interactive [email protected]

USING LANGUAGE TO IMPROVE USABILITY | WHITNEY QUESENBERY 2

How important are words?

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Definitions overlap

The extent to which aproduct can be usedby specified users toachieve specified goalswith effectiveness,efficiency, andsatisfaction in aspecified context ofuse

Usability

ISO 9241-11

The field concernedwith creating texts(broadly defined) thatintegrate words andpictures in ways thathelp people to achievetheir specific goalsfor using texts at home,school or work

Document Design

Karen Schriver, Dynamics inDocument Design

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Disciplines converging

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Topics for today

■ The role of language

■ The importance of context

■ Rules to live by

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1. The role of language

How are words used as part ofthe user interface?

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Is this...

User interface?

Instructions?

Help?

Training?

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Even simple pages have many words

Headings

Instructions

Field labels

Explanations

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Words affect usability

Does this mean:

“Take this medication threetimes a day, with food”

or

“When and why to take thismedication”

USING LANGUAGE TO IMPROVE USABILITY | WHITNEY QUESENBERY 10

Many forms are filled with conversation

Introductions

Instructions

Warnings

Questions

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Conversation

…conversation is the jam in themiddle of the sandwich

In the three-layer model offorms…

Caroline Jarrett: Forms That Work

Appearance

Conversation

Relationship

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2. Context of use

“Know thy users (for you arenot them)”

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Identifying the participants

1. Are the applicant, spouseor any of their dependents,regardless if applying forcoverage, currently...

What areyou

askingme??!!

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Identifying the participants

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Jerilynn• Worked in her office for 20

years

• Age: mid-50s

• Some post-high schooleducation

• Family life very important

Likes• Helping people

• Knowing how to get thingsdone in the bureaucracy

• A job that doesn’t compete toomuch with her life

Dislikes• New computer systems

• Constant change and pressure

Grandkids Tomand Jerome

DaughterKimberly

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Toni

Son, Marcus

At the office

Husband, Jason

• Age: late-20s

• Married, with husband and two-year old

• Works full time in a local shop

Daily life• Work and household chores

• Time for family

• Handles family finances andmedical appointments, andplans vacations

Frustrations• Never enough time to get

everything done

• Living up to expectations

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Dimensions of usability

■ EffectiveUsers can accomplish their goals...

■ Efficient...in a reasonable time...

■ Engaging…in a pleasant and satisfying way

■ Error Tolerant…in a product that helps themprevent mistakes…

■ Easy to Learn…and that is easy to learn to use.

What Does Usability Mean: Looking Beyond ‘Ease of Use’Whitney Quesenbery, Proceedings of the STC, 2001

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Jerilynn & Toni have different requirements

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Design based on context of useUnderstanding of users andtheir scenarios for meetingtheir goals... …leads to design

that helps themsucceed

ISO 13407

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3. Rules to live by

(And why this is part of awriter’s job)

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Usability heuristics*

1. Matches user tasks and mental model2. Speaks in user’s language3. Appropriate, minimal visual design4. Visibility5. Consistency6. Support for standards7. Supports user actions8. Prevents errors9. Provides shortcuts10. Supports learning

* HeuristicsPrinciples or rules of thumb Jakob Nielsen (and many others)

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Usability heuristics*

1. Matches user tasks and mental model2. Speaks in user’s language3. Appropriate, minimal visual design4. Visibility of current status5. Consistency6. Support for standards7. Supports user actions8. Prevents errors9. Provides shortcuts10. Supports learning

* HeuristicsPrinciples or rules of thumb Jakob Nielsen (and many others)

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Be informative

■ Don’t make usersguess at what theapplication will do,and how it will do it

What can I dohere?

Will this let meaccomplish my

task?

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Be informative

Is this theALT tag?

What’s anHREF?

■ Use words that are meaningful to theaudience (they may be technical, but onlywhen appropriate)

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Be helpful

■ Provide instructionsthroughout the process,not just at the beginning

■ Answer questionsbefore they even ask

How many steps?

Can I use my usualpassword?

Why do you want toknow my mother’s

maiden name?

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Customize Group

Message approval:

GroupReply to:

No

Group type: Mail

They won’tread itanyway, willthey?

Be helpful

■ Use the web’s “informationnature” to make questionseasier to answer.

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“PrinterControl”

Same word = same meaning

Different word = different meaning

Be consistent

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Be tolerant

■ Don’t make the userdo work the computercan do

■ Accept any valid formatfor codes, cardnumbers, dates andother data fields

Why can’t I enter the rest ofmy credit card number?

1234-107517-43006

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Test the product to design the documentation

■ What instructionwill help usersget started

■ Whatterminology oroptions needmoreexplanation?

■ What tips, hintsor reminders willhelp preventerrors or avoidconfusion?

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Test the product to design the documentation

■ Where shouldthe help go…

■ Prompt■ On-screen tips■ Popup help

window■ Documentation

■ And…how canthe UI beimproved toeliminate theneed for somehelp….

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Why is this part of a tech writer’s job?

Why not?

■ Documentation as the first“usability test”

■ Improve the “learnability” ofthe product

■ Start something new

(You might not even need a passport)

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Contact Information

Whitney QuesenberyWhitney Interactive Designp: 908-638-5467e: [email protected]: www.WQusability.com

Whitney Quesenbery is a user interface designer and usability specialist with apassion for clear communication.

She is an expert in developing new concepts for product designs and hasproduced award winning multimedia products, web sites, and web & softwareapplications.

Whitney is the President of the Usability Professionals’ Association (UPA) andpast-Manager for the STC Usability SIG, where she runs its popular web site.

Before she was seduced by a little beige computer into the world of usability,Whitney was a theatrical lighting designer on and off Broadway. The lessons andstories from the theatre stay with her in creating user experiences.