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Mary Theofanos, Brian Stanton, Nigel Bevan. A Practical Guide to the CIF: Usability Measurements. Markus Lappalainen 27 November 2008. Real-Life Story: GSA 1/2. 2004 U.S. General Services Administration Denver and Philadelphia offices.

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A Practical Guide to the CIF: Usability Measurements


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real life story gsa 1 2
Real-Life Story: GSA 1/2

2004

U.S. General Services Administration

Denver and Philadelphia offices

“People can’t figure out how to do their jobs on the new system.”

“…someone bursts into tears almost hourly.”

“Saving a file took few clicks, now it takes 15.”

A Practical Guide to the CIF: Usability Measurements

real life story gsa 2 2
Real-Life Story: GSA 2/2
  • Development of this system lacked sufficient consideration for usability
  • Article:
  • How to measure usability?
  • How to incorporate usability measures into development process?

A Practical Guide to the CIF: Usability Measurements

cif is the tool
CIF Is the Tool
  • Common Industry Format for Usability Test Reports
  • Standard method for reporting usability test findings from quantitative measurements
  • Basically a template for usability test reports

ISO/IEC 25062 2006

Software Engineering - Software product Quality Requirements and Evaluation (SQuaRE) – Common Industry Format (CIF) for Usability Test Reports

Theofanos et al. A Practical Guide to the CIF: Usability Measurements

cif process
CIF Process

A Practical Guide to the CIF: Usability Measurements

usability measuring 1 3
Usability Measuring 1/3

CIF measures

  • Effectiveness:accuracy & completeness of tasks
  • Efficiency:used resources vs. accuracy & completeness
  • Satisfaction:how well product meets expectations

ISO 9241-11

“Usability is the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use.”

A Practical Guide to the CIF: Usability Measurements

usability measuring 2 3
Usability Measuring 2/3
  • First we must define
  • Primary users and their characteristics
  • Primary or representative tasks
  • Context of use

In the GSA case

Users: Various clerks and officials

Tasks: Process orders and payments under pressure

Context: Office cubicles, government desktops

A Practical Guide to the CIF: Usability Measurements

usability measuring 3 3
Usability Measuring 3/3
  • Identify what to measure; CIF suggests
  • Effectiveness: Completion percentage, error frequency, amount of help needed
  • Efficiency: Time on task
  • Satisfaction: Measure with questionnaires

A Practical Guide to the CIF: Usability Measurements

cif process1
CIF Process

A Practical Guide to the CIF: Usability Measurements

usability requirements 1 2
UsabilityRequirements 1/2
  • Using baseline, create Usability Requirements
  • URs must be sufficiently detailed to support product development
  • URs are also used as validation criteria for development results

CIF format reports facilitate objective comparison of current and new system

A Practical Guide to the CIF: Usability Measurements

usability requirements 2 2
UsabilityRequirements 2/2
  • Format for UR’s: CISU-R* which includes
    • Context of use (intended users & environment)
    • Usability measures (effectiveness, efficiency & satisfaction metrics and target values)
    • Test method (validation protocols)

Demand: New System ≥ Current System

*Common Industry Specification for Usability-Requirements, IUSR 2006.

A Practical Guide to the CIF: Usability Measurements

cif pocess
CIF Pocess

A Practical Guide to the CIF: Usability Measurements

measuring new system usability
Measuring New System Usability
  • Redo all Usability Measurements done in first stage, but now with new system
  • Compare formal documents
    • CIF report for current system
    • UR’s for the new system
    • CIF report for new system

 Is the new system (as) usable (as wanted)?

A Practical Guide to the CIF: Usability Measurements

article summary
ArticleSummary
  • How to apply CIF in product development process (the three-arrow chart)
  • CIF offers objective way to identify what a product needs to be successful (from usability point of view)
  • CIF documents and process standardize usability development  easier to communicate usability facts to stakeholders

A Practical Guide to the CIF: Usability Measurements

synthesis
Synthesis
  • We have seen several models for usability on this course
  • In CIF usability is also defined by the familiar ISO 9241
  • However the CIF process is more practical and clearly aimed for business use

A Practical Guide to the CIF: Usability Measurements

evaluation 1 2
Evaluation 1/2
  • Black box approach leaves implementation open but requirements need to be expressed clearly (formal approach like CIF will help)
  • What if development fails at stage 3?
  • Usability test results seem to vary by tester, subjects, tasks etc. [1]
  • Make the tests as representative as possible!

A Practical Guide to the CIF: Usability Measurements

evaluation 2 2
Evaluation 2/2
  • CIF can serve as reference when building development process
  • Real world has also many other measures!
  • Usability development is expensive [1], CIF could help to justify costs
  • CIF based development ties stakeholders together, communication is likely to reduce problems

A Practical Guide to the CIF: Usability Measurements

reference
Reference

[1] Lindgaard, G. et al, Usability Testing: What Have We Overlooked?, 2007

A Practical Guide to the CIF: Usability Measurements