Professional UX Services, United Kingdom
To provide a framework that can be used to integrate traditional approaches to usability with the UX issues that create a good user experience. The framework can be used to identify the outcomes of interaction that will determine the relative importance of usability and UX when designing and evaluating interactive systems.
Many proponents of UX have relegated usability to the role of a "hygiene factor". The tutorial will explain how the relative importance of usability and UX can be identified, and can form part of an integrated approach to specifying and evaluating the quality of a product.
Usability is conventionally associated with goals for effectiveness, efficiency and satisfaction, but has traditionally ignored personal hedonic goals, such as for "being competent", "being related to others", or "being special". UX has also identified that people value qualities of interaction such as fun, engagement, aesthetic pleasure and the avoidance of frustration. Another human goal is to use a trustworthy system and avoid any unacceptable risk of adverse consequences of interaction. These are all potential goals that users may have when interacting.
UX emphasizes understanding the timeline of interaction. The tutorial identifies the potentially analyzable or measurable outcomes of each usability and UX goal at each of the following stages: the objective process of interaction, the experience of interaction, the objectively measurable outcomes, the perceived outcomes, and the degree of satisfaction with the each perceived outcome. This generates a matrix in which the specific outcomes for each goal at each stage can potentially be specified, analyzed, and/or measured. This integration of usability and UX provides a more comprehensive approach than the traditional objective usability measures of effectiveness and efficiency and subjective measures of satisfaction.
Examples will be given of the methods that can be used to analyze or measure each type of UX outcome, and will include exercises to apply the classification.
The tutorial will also explain how usability and UX are integrated in the new concept of human-centered quality, defined by ISO as the extent to which requirements for usability, accessibility, user experience and avoidance of harm from use are met.
Usability and UX practitioners
Nigel Bevan was an independent UX consultant and researcher with wide industrial and research experience. He has been editor of several international standards for usability, software quality and usability methods, and led the UXPA Body of Knowledge project. He contributed to the UX White Paper, and was a member of the National Academy of Science Committee on Human-System Design Support for Changing Technology. He has authored over 80 publications, and has a chapter providing a framework for cost benefits in Cost-Justifying Usability book.