Measuring the User Experience

Dedication

Preface to the Second Edition

Acknowledgments

Biographies

Chapter 1. Introduction

1.1 What is User Experience

1.2 What are User Experience Metrics?

1.3 The Value of UX Metrics

1.4 Metrics for Everyone

1.5 New Technologies in UX Metrics

1.6 Ten Myths about UX Metrics

Chapter 2. Background

2.1 Independent and Dependent Variables

2.2 Types of Data

2.3 Descriptive Statistics

2.4 Comparing Means

2.5 Relationships Between Variables

2.6 Nonparametric Tests

2.7 Presenting your Data Graphically

2.8 Summary

Chapter 3. Planning

3.1 Study Goals

3.2 User Goals

3.3 Choosing the Right Metrics: Ten Types of Usability Studies

3.4 Evaluation Methods

3.5 Other Study Details

3.6 Summary

Chapter 4. Performance Metrics

4.1 Task Success

4.2 Time on Task

4.3 Errors

4.4 Efficiency

4.5 Learnability

4.6 Summary

Chapter 5. Issue-Based Metrics

5.1 What is a Usability Issue?

5.2 How to Identify an Issue

5.3 Severity Ratings

5.4 Analyzing and Reporting Metrics for Usability Issues

5.5 Consistency in Identifying Usability Issues

5.6 Bias in Identifying Usability Issues

5.7 Number of Participants

5.8 Summary

Chapter 6. Self-Reported Metrics

6.1 Importance of Self-Reported Data

6.2 Rating Scales

6.3 Post-Task Ratings

6.4 Postsession Ratings

6.5 Using Sus to Compare Designs

6.6 Online Services

6.7 Other Types of Self-Reported Metrics

6.8 Summary

Chapter 7. Behavioral and Physiological Metrics

7.1 Observing and Coding Unprompted Verbal Expressions

7.2 Eye Tracking

7.3 Measuring Emotion

7.4 Stress and Other Physiological Measures

7.5 Summary

Chapter 8. Combined and Comparative Metrics

8.1 Single Usability Scores

8.2 Usability Scorecards

8.3 Comparison to Goals and Expert Performance

8.4 Summary

Chapter 9. Special Topics

9.1 Live Website Data

9.2 Card-Sorting Data

9.3 Accessibility Data

9.4 Return-On-Investment Data

9.5 Summary

Chapter 10. Case Studies

10.1 Net Promoter Scores and the Value of a Good User Experience

10.2 Measuring the Effect of Feedback on Fingerprint Capture

Acknowledgment

10.3 Redesign of a Web Experience Management System

10.4 Using Metrics to Help Improve a University Prospectus

Acknowledgments

10.5 Measuring Usability Through Biometrics

Acknowledgments

Chapter 11. Ten Keys to Success

11.1 Make Data Come Alive

11.2 Don’t Wait to be Asked to Measure

11.3 Measurement is Less Expensive than You Think

11.4 Plan Early

11.5 Benchmark Your Products

11.6 Explore Your Data

11.7 Speak the Language of Business

11.8 Show Your Confidence

11.9 Don’t Misuse Metrics

11.10 Simplify Your Presentation

References

Index