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Breaking Through the Mystique of Usability

Breaking Through the Mystique of Usability. Nandini Stocker nstocker@tuvox.com. We’ve all heard & seen it before…. Conducting usability analysis is a critical part of any project Don't sacrifice the usability study when reworking timelines

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Breaking Through the Mystique of Usability

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  1. Breaking Through the Mystique of Usability Nandini Stocker nstocker@tuvox.com

  2. We’ve all heard & seen it before… • Conducting usability analysis is a critical part of any project • Don't sacrifice the usability study when reworking timelines • Yet, usability phases often get squeezed, pushed, descoped, or deferred out of project timelines.

  3. Expectations of the Usability Study itself • Differ greatly among the parties involved in its planning and execution • VUI Designers • Business owners / project sponsors • Project Managers

  4. VUI Designers: Get early feedback on design Data to support or disprove design approaches Validate high volume paths Test challenging, even contentious paths Project Sponsors / Customers: Tend to select only “happy paths” Worry about caller adoption of overall solution Seek to gain validation of business case Particular difficulty when usability participants are current customers Satisfying Multiple Agendas

  5. The Result… • Time and resources haggling and worrying about the study itself and not enough attention on getting the right data for improving the application

  6. Solutions • Introduce “caller adoption” testing into application life-cycle • Test usability from more angles and with more methods than just the traditional study • Instrument application code to work for data gathering – test usability solutions on live calls • Be flexible

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