Ask Eric: Questions & Answers

November 5, 2001 – submitted by Anonymous in the United Kingdom

Question: How does HCI achieve its goal?

Eric's response: First we must define our goal and see that it is recognized by industry. We work to ensure that interfaces are practical, useful, usable, and satisfying. We measure this objectively with tests of speed, accuracy, self-evidency, and satisfaction ratings.

To achieve good usability we must apply a user-centered development methodology. That is to say we must design systematically to ensure a good fit with user needs and limitations. Without data gathering with users, task analysis, task design, and usability testing, we are unlikely to meet usability objectives.

The methodology must be executed by trained staff. Being brilliant helps. Beyond this, the staff must be schooled in the methodology. They must be well acquainted with the research-based principles that guide our field.

The last ingredient is integration with the corporate culture and process. A few usability experts are unlikely to be successful alone. The organization must institutionalize usability with a complete set of tools, processes, and perspectives. Without this, the usability staff will have little effect.

June 7, 2001 – submitted by Kate Andersen of United States

Question: I'm looking for facilitators to help us conduct task-based usability testing. What are the types of questions I should ask facilitators when interviewing them?

Eric's response: First check for credentials. Specific education as a usability engineer is good. Certification (CPE, CHFP) by the Board of Certification in Professional Ergonomics is better. Experience is very important.

If they will be creating the testing procedure, they had better be pretty good. Ask them to explain how they would create a test procedure for an ecommerce site that sells motorcycle jackets (or whatever). They MUST include...

• Identify the human factors objectives (criteria for success based on business needs).
• Identify the user population and determine the sample size and strategy.
• Create the test instruments including a "screener" (for getting subjects), and other instruments that test the objectives.

BEWARE: if the tester does not describe testing where the user does the work without prompting.
BEWARE: if the tester rattles on about a lot of statistics, they are VERY rarely needed.
BEWARE: if the tester seems to feel a formal lab with fancy equipment is of much value.

March 30, 2001 – submitted by Orrie Crews of Chester, VA

Question: I'm an instructional designer; I have an MAEd. in educational technology. In my job I develop and code WBTs for Intranet delivery.

I enjoy being both teacher and developer. But I am wanting to expand the horizons of my job. My team and I are at the start of re-engineering a catalog of existing CBTs for our Intranet and improving the data capturing structure. So with this major re-engineering of products, I'm taking the opportunity to evaluate the effectiveness of our e-learning products, measuring how well they teach and how well users interact with these applications. Eventually, Eric, I want to move from being an instructional designer to an HCI engineer – in time of course.

Eric, will you recommend to me some suggestions for integrating HCI principles, practices, and standards into a position such as mine? I've done some web research on HCI and I plan on joining SIGCHI. I have a lot of information, but I could use some insight on developing a plan of attack.

Eric's response: I am always delighted to find people interested in the field of usability engineering. You are right in thinking that a background in Instructional Technology will help. To do good instructional design you must understand a lot about how people function and learn. The same understanding of psychology, learning theory, human information processing, and cognition will support your usability work.

To get into the field, you need to get three things: an education, a credential, and a mentor. There are a number of very good master's degree programs in software usability engineering. If they would take too much time, you can get industrial training (like the HFI set of courses). If you get your master's, you can become board certified by the Board of Certification in Professional Ergonomics. With industrial training, you can take a test and get established as a Certified Usability Analyst™ by HFI. With this background in hand, go find a job where you can work with a really experienced usability expert-someone with 15 years in the field or more. It may be that you can work for them, or they may work for you as a consultant. But this is a field where a mentor is absolutely essential.

March 1, 2001 – submitted by Joye Howe of Albuquerque, NM

Question: I'm part of a government web team and we've just began to incorporate usability principles into our web sites. I've been asked to lead a team to do a redesign of our Internet site. The first step will be to do a paper prototype during this process, incorporate some simple usability testing.

Could you give me some pointers on how to conduct this task or point me to some resources?

Eric's response: Congratulations. It is great that you are beginning the process of applying usability methods to your Intranet

There are three things that we consider to be a 'foundation' for Intranet usability:

1. The Intranet portal (or main page) needs to be carefully designed and tested to ensure that it is efficient for frequent users, and that finding sites is easy.
2. There needs to be a standard that ensures the consistency of pages.
3. Finally, developers like yourself need training in the standard, and in the methods of usable Web site design. It will be hard to develop a really good individual Intranet site without a design standard and training.

In designing an Intranet site it is important to start with data gathering from users. You need to know what they do today and how they think about the site's function. Based on this data, you can develop a task design that describes what you want the user experience to be. Only then can you develop and usability test a paper prototype that supports the intended experience. Doing this process is not simple, and I really suggest getting training, and/or having a professional work with you on it.