Verfügbarkeit: Institutionalization of usability

Institutionalization of usability: a step-by-step guide

Gespeichert in:

Bibliographische Detailangaben
1. Verfasser:	Schaffer, Eric (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Boston, Mass. Addison-Wesley 2004
Schlagworte:	User interfaces (Computer systems) Computer software > Development Software Benutzerfreundlichkeit Schnittstelle
Online-Zugang:	Inhaltsverzeichnis
Beschreibung:	Includes bibliographical references (p. 259-261) and index
Beschreibung:	XIIIi, 276 S. Ill. 24 cm
ISBN:	032117934X

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adam_text	Contents Preface ............................................................................................ xv The Organization of This Book ....................................... xvii The Audience for This Book ............................................ xviii Acknowledgments ........................................................................ xxi Chapter 1: The Deep Changes ..................................................... 1 Changing the Feature Mindset .......................................... 2 Changing the Technology Mindset ................................... 3 Changing Management Values .......................................... 4 Sidebar: Advice for Those Considering an Investment in Usability by Harley Manning, Forrester Research ............ 5 Changing the Process for Interface Design ...................... 6 Sidebar: Usability within Government by Janice Nail, National Cancer Institute ....................................................... 7 The Step-by-Step Process for Institutionalizing Usability ................................................................................ 8 The Startup Phase .......................................................... 9 The Setup Phase ............................................................. 10 The Organization Phase ................................................ 11 The Long-Term Operations Phase ............................... 12 vi Contents PartI. Startup ......................................................................... 15 Chapter 2: Wake-up Calls and Common Reactions ................. 17 The Value of Usability ......................................................... 18 Reducing Design Cycles ............................................... 19 Avoiding Building Unnecessary Functions ............... 20 Expediting Decision Making ....................................... 20 Increasing Sales .............................................................. 21 Avoiding Reinventing the Wheel ............................ 21 Avoiding Disasters ........................................................ 22 Sidebar: Usability within the Medical Industry by Ed Israelski, Abbott Laboratories ....................................... 22 Types of Wake-up Calls ....................................................... 23 Train Wrecks ................................................................... 24 Executive Insights ......................................................... 25 New Staff ........................................................................ 25 Education and Training ................................................ 26 Expert Reviews .............................................................. 26 Sidebar: Experiencing the Wake-up Call and Beginning aUsability Process by Pat Malecek, A. G. Edivards & Sons, Inc ............................................................................. 27 Usability Testing ............................................................ 28 New Technologies ......................................................... 28 Common Responses to Wake-up Calls ............................. 29 Relying on Good Intentions ......................................... 30 Sidebar: Being an Advocate for the Process by Dana Griffith, American Electric Power ........................................................ 31 Relying on Testing ......................................................... 31 Relying on Training ....................................................... 32 Relying on Repair Jobs .................................................. 32 Relying on Projects by Ad Agencies ........................... 32 Contents vii Hiring Usability Consultants ....................................... 33 Hiring New Usability Staff ........................................... 33 Sidebar: Seeing the Real Numbers Creates a Call to Action Too by Harley Manning, Forrester Research .......................... 35 ChapterS: Executive Champion ................................................... 37 The Role of the Executive Champion ................................ 38 Sidebar: Why Support from Senior Management Is Crucial by Harley Manning, Forrester Research ................................ 40 Deciding to Innovate ........................................................... 41 Making the Change ............................................................. 42 Educating the Executives .................................................... 43 Keeping It Moving Long Term ........................................... 45 Sidebar: Getting Middle Management on Board with Usability by Janice Nail, National Cancer Institute .............. 45 Becoming a CXO .................................................................. 47 Chapter 4: Selecting a Usability Consultant .............................. 49 Staffing .................................................................................. 52 Completeness of Solution ................................................... 53 Domain Expertise ................................................................ 54 Methodology ........................................................................ 55 Tools and Templates ............................................................ 56 Size and Stability .................................................................. 57 Corporate Cultural Match .................................................. 58 Specializations ...................................................................... 58 Organizational Structure .................................................... 60 Change Management Ability ............................................. 60 Quality Control and Feedback ........................................... 61 Ongoing Training for the Consultancy s Staff ................. 62 viii Contents PartII. Setup ............................................................................. 65 Chapter 5: Strategy ......................................................................... 67 What to Consider When Developing the Strategic Plan ................................................................. 69 AProactive Organization ................................................... 70 Coordinating Internal Staff and Consultants ................... 70 Sidebar: Consultant and Internal Group Mix by Todd Gross, Medtronic MiniMed ...................................... 72 The Importance of Sequence .............................................. 73 Reacting to Past Events ....................................................... 74 Targets of Opportunity ....................................................... 75 Slower Can Be Better ........................................................... 76 Phasing in Design Standards ............................................. 77 Key Groups for Support or Resistance ............................. 78 Sidebar: Executive Support for Usability within AT&T by Velica Selenko, AT&T ........................................................ 79 Training ................................................................................. 82 Methodology and Infrastructure ....................................... 82 The Project Path ................................................................... 83 Levels of Investment ........................................................... 83 Chapter 6: Training ......................................................................... 85 Types of Training ................................................................. 86 Sidebar: The Difference between Knowledge and Skills Training by Phil Goddard, Human Factors International ........................................................................... 87 Knowledge Training ..................................................... 88 Who Should Get Knowledge Training? ...................... 89 Skills Training ................................................................ 90 Who Should Get Skills Training? ................................. 92 Certification .......................................................................... 93 Contents ix A Typical Training Plan ....................................................... 94 Conferences .......................................................................... 96 Chapter 7: Methodology ................................................................ 97 What to Look f or in a User-Centered Methodology ....... 98 Sidebar: Integrating Usability into the Development Cycle, by Janice Nail, National Cancer Institute .............................. 101 An Outline of The Schaffer Method .................................. 102 The Plan Evaluation and Structure Phase .................. 102 Know What the Organization Wants .......................... 104 Know What the Users Want ......................................... 105 The Plan Standards Phase ............................................ 106 The Plan Design and Implementation Phase ............. 107 The Plan Evaluations Phase ......................................... 108 Sidebar: A. G. Edwards Usability Process and Methodology by Pat Malecek, A. G. Edwards & Sons, Inc .......................... 109 The Plan Localization Phase ......................................... 110 A Quick Check of Your Methodology ............................... 110 The Challenges of Retrofitting a Development Life Cycle ............................................................................... Ill Using Classic Methodologies ....................................... 114 Retrofitting a Method That Has Added User-Centered Activities ............................................... 114 Retrofitting a Development Process That Has Only Usability Testing .................................................. 114 ChapterS: Tools, Templates, and Testing Facilities ................. 117 Introduction to Your Toolkit ............................................... 118 Testing Facilities ................................................................... 119 Recording of Testing Sessions ............................................ 122 Modeling Tools and Software ............................................ 124 Data Gathering and Testing Techniques ........................... 126 Contents The Special Needs of International Testing ...................... 128 Sidebar: The Bollywood Method by Apala Lahiri Chavan, Human Factors International ................................................. 129 Recruiting Interview and Testing Participants ................ 130 Chapter?): Interface Design Standards ....................................... 135 What Is an Interface Design Standard? ............................. 136 Screen Design Templates .................................................... 137 Other Contents of a Design Standard ............................... 140 The Scope of Design Standards .......................................... 140 The Value of Design Standards .......................................... 143 The Process and Cost of Developing Standards .............. 145 Disseminating, Supporting, and Enforcing Standards ..... 146 Chapter 10: Showcase Projects ..................................................... 151 The Value of a Showcase Project ........................................ 152 Sidebar: Gaining Acceptance for the Usability Team by Arnie Lund, Microsoft ....................................................... 153 Selecting the Right Staff and Project .................................. 155 The Right Staff ............................................................... 156 The Right Project ........................................................... 156 Expectations ......................................................................... 160 Part III. Organization ........................................................163 Chapter 11: Organizational Structure .........................................165 Organizational Structures f or Usability Teams ................ 168 Decentralized Structure ................................................ 168 Matrix Structure ............................................................. 168 Centralized Structure .................................................... 170 Sidebar: Being on Projects by Colin Hynes, Staples ............... 171 Placement of a Central Team in the Overall Organization .......................................................... 171 Contents xi Placement within Quality Assurance ......................... 172 Placement within IT ...................................................... 172 Placement within Marketing ....................................... 173 Placement under a CXO ............................................... 176 Sidebar: An Executive Must Champion Usability by Harley Manning, Forrester Research ................................ 176 Escalation of Problems ........................................................ 177 Graphic Artists, Writers, and Other Usability-Oriented Staff ...................................................... 178 Chapter 12: Staffing ........................................................................ 179 The Chief User Experience Executive ............................... 180 The Central Usability Organization Manager ................. 182 The Central Usability Organization Staff ......................... 183 The Internal Consultant ................................................ 184 The Documenter ............................................................ 185 The Specialist ................................................................. 186 The Researcher ............................................................... 189 The Usability Manager and Practitioners .................. 190 The Creative Director and the Graphic Designer ...... 192 Outside Consultants ..................................................... 194 Sidebar: The Social Security Administration s Usability Team by Sean Wheeler, The Social Security Administration ....................................................................... 195 What to Look for When Hiring .......................................... 196 Usability Skills for a General Practitioner .................. 197 Education ........................................................................ 200 Experience ...................................................................... 201 Usability Background That Includes Design ............. 202 Specialist vs. Generalist .................................................. 203 Real Skills and Knowledge ........................................... 204 Interpersonal Skills and Level of Expertise ............... 205 Archetypes ..................................................................... 205 xii Contents An Offshore Model .............................................................. 206 The Challenges and Success Factors of Offshore Staffing ............................................................ 207 The Limits of Offshore Usability ................................. 209 Chapter 13: Projects ........................................................................ 211 Doing It Right ....................................................................... 212 Managing by Project Importance ...................................... 213 Who Will Do the Usability Work? ..................................... 214 Different Strategies for Practitioner Involvement ........... 215 Working Smart ..................................................................... 217 Efficient Project Planning .................................................... 219 Sidebar: Organizational Support for Usability by Dana Griffith, American Electric Power ........................... 220 Estimating Usability Work ................................................. 220 Part IV. Long-Term Operations ....................................223 Chapter 14: Activities of the Established Usability Group ..... 225 Maintaining Respect and Negotiating Effectively .......... 226 Sidebar: The Value of a Research-Based Approach to Usability by Janice Nail, National Cancer Institute .............. 228 Sidebar: Roadblocks in the Path to Good Usability — The IT Department by Harley Manning, Forrester Research ......... 229 Maintaining Momentum .................................................... 230 Evangelizing ......................................................................... 230 Sidebar: The Role of the Central Usability Team by Arnie Lund, Microsoft ....................................................... 231 Training ................................................................................. 233 Mentoring ............................................................................. 234 Supporting Standards ......................................................... 235 Sidebar: Advocating Usability through a Strong Sense of Community by Feliça Selenko, AT&T .................................... 236 Supporting the Community ............................................... 237 Contents xiii Performing Usability Testing ............................................. 238 Focusing on Metrics ............................................................ 239 Having Responsibility ........................................................ 241 Reporting to Executives ...................................................... 242 Sidebar: My Nine Principles to Keep Institutionalization Motivated by Colin Hyneš, Staples ........................................ 243 Chapter 15: The Future ..................................................................247 Symptoms of Leaping the Chasm ..................................... 248 Sidebar. Usability Trends by Harley Manning, Forrester Research .................................................................. 249 Maturity ................................................................................ 250 Sidebar: The Future of Usability within a Government Agency by Sean Wheeler, The Social Security Administration ....................................................................... 250 Your Organization s Maturity ............................................ 251 Level 0: Clueless ............................................................ 251 Level 1: Piecemeal Usability ........................................ 251 Level 2: Managed Usability .......................................... 252 Level 3: Infrastructure ................................................... 252 Level 4: Staffing .............................................................. 252 Level 5: Routine Usability ............................................ 252 Sidebar: A Vision of the Future of Usability by Aaron Marcus, Aaron Marcus and Associates .................. 253 New Technologies ................................................................ 253 Appendix .......................................................................................... 255 References ........................................................................................ 259 Index .................................................................................................. 263
adam_txt	Contents Preface . xv The Organization of This Book . xvii The Audience for This Book . xviii Acknowledgments . xxi Chapter 1: The Deep Changes . 1 Changing the Feature Mindset . 2 Changing the Technology Mindset . 3 Changing Management Values . 4 Sidebar: Advice for Those Considering an Investment in Usability by Harley Manning, Forrester Research . 5 Changing the Process for Interface Design . 6 Sidebar: Usability within Government by Janice Nail, National Cancer Institute . 7 The Step-by-Step Process for Institutionalizing Usability . 8 The Startup Phase . 9 The Setup Phase . 10 The Organization Phase . 11 The Long-Term Operations Phase . 12 vi Contents PartI. Startup . 15 Chapter 2: Wake-up Calls and Common Reactions . 17 The Value of Usability . 18 Reducing Design Cycles . 19 Avoiding Building Unnecessary Functions . 20 Expediting Decision Making . 20 Increasing Sales . 21 Avoiding "Reinventing the Wheel" . 21 Avoiding Disasters . 22 Sidebar: Usability within the Medical Industry by Ed Israelski, Abbott Laboratories . 22 Types of Wake-up Calls . 23 Train Wrecks . 24 Executive Insights . 25 New Staff . 25 Education and Training . 26 Expert Reviews . 26 Sidebar: Experiencing the Wake-up Call and Beginning aUsability Process by Pat Malecek, A. G. Edivards & Sons, Inc . 27 Usability Testing . 28 New Technologies . 28 Common Responses to Wake-up Calls . 29 Relying on Good Intentions . 30 Sidebar: Being an Advocate for the Process by Dana Griffith, American Electric Power . 31 Relying on Testing . 31 Relying on Training . 32 Relying on Repair Jobs . 32 Relying on Projects by Ad Agencies . 32 Contents vii Hiring Usability Consultants . 33 Hiring New Usability Staff . 33 Sidebar: Seeing the Real Numbers Creates a Call to Action Too by Harley Manning, Forrester Research . 35 ChapterS: Executive Champion . 37 The Role of the Executive Champion . 38 Sidebar: Why Support from Senior Management Is Crucial by Harley Manning, Forrester Research . 40 Deciding to Innovate . 41 Making the Change . 42 Educating the Executives . 43 Keeping It Moving Long Term . 45 Sidebar: Getting Middle Management on Board with Usability by Janice Nail, National Cancer Institute . 45 Becoming a CXO . 47 Chapter 4: Selecting a Usability Consultant . 49 Staffing . 52 Completeness of Solution . 53 Domain Expertise . 54 Methodology . 55 Tools and Templates . 56 Size and Stability . 57 Corporate Cultural Match . 58 Specializations . 58 Organizational Structure . 60 Change Management Ability . 60 Quality Control and Feedback . 61 Ongoing Training for the Consultancy's Staff . 62 viii Contents PartII. Setup . 65 Chapter 5: Strategy . 67 What to Consider When Developing the Strategic Plan . 69 AProactive Organization . 70 Coordinating Internal Staff and Consultants . 70 Sidebar: Consultant and Internal Group Mix by Todd Gross, Medtronic MiniMed . 72 The Importance of Sequence . 73 Reacting to Past Events . 74 Targets of Opportunity . 75 Slower Can Be Better . 76 Phasing in Design Standards . 77 Key Groups for Support or Resistance . 78 Sidebar: Executive Support for Usability within AT&T by Velica Selenko, AT&T . 79 Training . 82 Methodology and Infrastructure . 82 The Project Path . 83 Levels of Investment . 83 Chapter 6: Training . 85 Types of Training . 86 Sidebar: The Difference between Knowledge and Skills Training by Phil Goddard, Human Factors International . 87 Knowledge Training . 88 Who Should Get Knowledge Training? . 89 Skills Training . 90 Who Should Get Skills Training? . 92 Certification . 93 Contents ix A Typical Training Plan . 94 Conferences . 96 Chapter 7: Methodology . 97 What to Look f or in a User-Centered Methodology . 98 Sidebar: Integrating Usability into the Development Cycle, by Janice Nail, National Cancer Institute . 101 An Outline of The Schaffer Method . 102 The Plan Evaluation and Structure Phase . 102 Know What the Organization Wants . 104 Know What the Users Want . 105 The Plan Standards Phase . 106 The Plan Design and Implementation Phase . 107 The Plan Evaluations Phase . 108 Sidebar: A. G. Edwards' Usability Process and Methodology by Pat Malecek, A. G. Edwards & Sons, Inc . 109 The Plan Localization Phase . 110 A Quick Check of Your Methodology . 110 The Challenges of Retrofitting a Development Life Cycle . Ill Using Classic Methodologies . 114 Retrofitting a Method That Has Added User-Centered Activities . 114 Retrofitting a Development Process That Has Only Usability Testing . 114 ChapterS: Tools, Templates, and Testing Facilities . 117 Introduction to Your Toolkit . 118 Testing Facilities . 119 Recording of Testing Sessions . 122 Modeling Tools and Software . 124 Data Gathering and Testing Techniques . 126 Contents The Special Needs of International Testing . 128 Sidebar: The Bollywood Method by Apala Lahiri Chavan, Human Factors International . 129 Recruiting Interview and Testing Participants . 130 Chapter?): Interface Design Standards . 135 What Is an Interface Design Standard? . 136 Screen Design Templates . 137 Other Contents of a Design Standard . 140 The Scope of Design Standards . 140 The Value of Design Standards . 143 The Process and Cost of Developing Standards . 145 Disseminating, Supporting, and Enforcing Standards . 146 Chapter 10: Showcase Projects . 151 The Value of a Showcase Project . 152 Sidebar: Gaining Acceptance for the Usability Team by Arnie Lund, Microsoft . 153 Selecting the Right Staff and Project . 155 The Right Staff . 156 The Right Project . 156 Expectations . 160 Part III. Organization .163 Chapter 11: Organizational Structure .165 Organizational Structures f or Usability Teams . 168 Decentralized Structure . 168 Matrix Structure . 168 Centralized Structure . 170 Sidebar: Being on Projects by Colin Hynes, Staples . 171 Placement of a Central Team in the Overall Organization . 171 Contents xi Placement within Quality Assurance . 172 Placement within IT . 172 Placement within Marketing . 173 Placement under a CXO . 176 Sidebar: An Executive Must Champion Usability by Harley Manning, Forrester Research . 176 Escalation of Problems . 177 Graphic Artists, Writers, and Other Usability-Oriented Staff . 178 Chapter 12: Staffing . 179 The Chief User Experience Executive . 180 The Central Usability Organization Manager . 182 The Central Usability Organization Staff . 183 The Internal Consultant . 184 The Documenter . 185 The Specialist . 186 The Researcher . 189 The Usability Manager and Practitioners . 190 The Creative Director and the Graphic Designer . 192 Outside Consultants . 194 Sidebar: The Social Security Administration's Usability Team by Sean Wheeler, The Social Security Administration . 195 What to Look for When Hiring . 196 Usability Skills for a General Practitioner . 197 Education . 200 Experience . 201 Usability Background That Includes Design . 202 Specialist vs. Generalist . 203 Real Skills and Knowledge . 204 Interpersonal Skills and Level of Expertise . 205 Archetypes . 205 xii Contents An Offshore Model . 206 The Challenges and Success Factors of Offshore Staffing . 207 The Limits of Offshore Usability . 209 Chapter 13: Projects . 211 Doing It Right . 212 Managing by Project Importance . 213 Who Will Do the Usability Work? . 214 Different Strategies for Practitioner Involvement . 215 Working Smart . 217 Efficient Project Planning . 219 Sidebar: Organizational Support for Usability by Dana Griffith, American Electric Power . 220 Estimating Usability Work . 220 Part IV. Long-Term Operations .223 Chapter 14: Activities of the Established Usability Group . 225 Maintaining Respect and Negotiating Effectively . 226 Sidebar: The Value of a Research-Based Approach to Usability by Janice Nail, National Cancer Institute . 228 Sidebar: Roadblocks in the Path to Good Usability — The IT Department by Harley Manning, Forrester Research . 229 Maintaining Momentum . 230 Evangelizing . 230 Sidebar: The Role of the Central Usability Team by Arnie Lund, Microsoft . 231 Training . 233 Mentoring . 234 Supporting Standards . 235 Sidebar: Advocating Usability through a Strong Sense of Community by Feliça Selenko, AT&T . 236 Supporting the Community . 237 Contents xiii Performing Usability Testing . 238 Focusing on Metrics . 239 Having Responsibility . 241 Reporting to Executives . 242 Sidebar: My Nine Principles to Keep Institutionalization Motivated by Colin Hyneš, Staples . 243 Chapter 15: The Future .247 Symptoms of Leaping the Chasm . 248 Sidebar. Usability Trends by Harley Manning, Forrester Research . 249 Maturity . 250 Sidebar: The Future of Usability within a Government Agency by Sean Wheeler, The Social Security Administration . 250 Your Organization's Maturity . 251 Level 0: Clueless . 251 Level 1: Piecemeal Usability . 251 Level 2: Managed Usability . 252 Level 3: Infrastructure . 252 Level 4: Staffing . 252 Level 5: Routine Usability . 252 Sidebar: A Vision of the Future of Usability by Aaron Marcus, Aaron Marcus and Associates . 253 New Technologies . 253 Appendix . 255 References . 259 Index . 263
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spelling	Schaffer, Eric Verfasser aut Institutionalization of usability a step-by-step guide Eric Schaffer Boston, Mass. Addison-Wesley 2004 XIIIi, 276 S. Ill. 24 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references (p. 259-261) and index User interfaces (Computer systems) Computer software Development Software (DE-588)4055382-6 gnd rswk-swf Benutzerfreundlichkeit (DE-588)4005541-3 gnd rswk-swf Schnittstelle (DE-588)4053059-0 gnd rswk-swf Benutzerfreundlichkeit (DE-588)4005541-3 s Software (DE-588)4055382-6 s Schnittstelle (DE-588)4053059-0 s DE-604 Digitalisierung UB Regensburg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016277500&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Schaffer, Eric Institutionalization of usability a step-by-step guide User interfaces (Computer systems) Computer software Development Software (DE-588)4055382-6 gnd Benutzerfreundlichkeit (DE-588)4005541-3 gnd Schnittstelle (DE-588)4053059-0 gnd
subject_GND	(DE-588)4055382-6 (DE-588)4005541-3 (DE-588)4053059-0
title	Institutionalization of usability a step-by-step guide
title_auth	Institutionalization of usability a step-by-step guide
title_exact_search	Institutionalization of usability a step-by-step guide
title_exact_search_txtP	Institutionalization of usability a step-by-step guide
title_full	Institutionalization of usability a step-by-step guide Eric Schaffer
title_fullStr	Institutionalization of usability a step-by-step guide Eric Schaffer
title_full_unstemmed	Institutionalization of usability a step-by-step guide Eric Schaffer
title_short	Institutionalization of usability
title_sort	institutionalization of usability a step by step guide
title_sub	a step-by-step guide
topic	User interfaces (Computer systems) Computer software Development Software (DE-588)4055382-6 gnd Benutzerfreundlichkeit (DE-588)4005541-3 gnd Schnittstelle (DE-588)4053059-0 gnd
topic_facet	User interfaces (Computer systems) Computer software Development Software Benutzerfreundlichkeit Schnittstelle
url	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016277500&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT schaffereric institutionalizationofusabilityastepbystepguide

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