Foreword |
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xv | |
Acknowledgments |
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xvii | |
About the author |
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xix | |
Image credits and permissions |
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xxi | |
Introduction: Getting started guide |
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1 | (8) |
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1 | (2) |
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3 | (1) |
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3 | (4) |
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Special features you can use or skip |
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5 | (1) |
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6 | (1) |
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But wait, there's more on the companion website |
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7 | (2) |
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1 Establishing the essentials |
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9 | (16) |
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Focus on the user, not the product |
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10 | (1) |
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Start with some essential definitions |
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10 | (7) |
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11 | (2) |
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Defining usability testing |
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13 | (4) |
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Know when to conduct small studies |
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17 | (1) |
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Know how to conduct small studies |
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18 | (2) |
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18 | (1) |
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Create task-based scenarios |
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19 | (1) |
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Use a think-aloud process |
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19 | (1) |
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Make changes and test again |
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19 | (1) |
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Know when to conduct large studies |
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20 | (1) |
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Think of usability testing as hill climbing |
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21 | (4) |
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2 Testing here, there, everywhere |
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25 | (28) |
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Testing in a lab offers some benefits |
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26 | (8) |
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The bare essentials for testing in a lab |
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27 | (1) |
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Other equipment that's nice to have |
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27 | (1) |
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Specialized equipment you might need in certain situations |
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28 | (6) |
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Formal labs can cost a lot, or not |
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34 | (3) |
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Informal labs can be set up anywhere at very little cost |
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37 | (1) |
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Field testing gets you into the world of your users |
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38 | (3) |
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Advantages of field testing |
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39 | (1) |
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Disadvantages of field testing |
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40 | (1) |
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Remote testing extends your reach to your users |
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41 | (7) |
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Moderated remote testing is synchronous |
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42 | (2) |
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Unmoderated remote testing is asynchronous |
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44 | (2) |
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New methods push the envelope on remote testing |
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46 | (2) |
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Choosing the right method is a balancing act |
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48 | (5) |
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3 Big U and little u usability |
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53 | (30) |
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Introducing big U and little u usability |
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53 | (1) |
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Using a user-centered design process |
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54 | (2) |
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Opening your toolkit and seeing what's there |
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56 | (3) |
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56 | (1) |
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57 | (1) |
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58 | (1) |
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Choosing heuristic evaluation from the toolkit |
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59 | (2) |
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Conducting a heuristic evaluation |
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61 | (5) |
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Conducting a formal evaluation |
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63 | (1) |
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Conducting an expert review |
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64 | (1) |
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Conducting an informal evaluation |
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65 | (1) |
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Comparing the results from heuristic evaluation and usability testing |
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66 | (2) |
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Putting both methods together: The 1-2 punch |
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68 | (1) |
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Cost-justifying usability |
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69 | (3) |
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Case Study: Heuristic evaluation of Holiday Inn China website |
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72 | (11) |
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4 Understanding users and their goals |
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83 | (22) |
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84 | (1) |
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When people use the web, they bring their experience and expectations |
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85 | (9) |
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People expect web objects to be in specific places |
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86 | (1) |
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People don't want to read---they want to act |
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87 | (1) |
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Make a good first impression---you might not get a second chance |
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87 | (2) |
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Generational differences matter when it comes to the web |
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89 | (5) |
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Personas help you get to know your users |
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94 | (5) |
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Personas are based on real information about real users |
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94 | (3) |
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Personas are a creative activity, but don't get carried away |
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97 | (1) |
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Personas should be a manageable number |
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98 | (1) |
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Personas need to be visible |
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98 | (1) |
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Scenarios tell the story of your users' goals |
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99 | (6) |
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Start by knowing the difference between a task and a goal |
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99 | (1) |
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Tell stories about your personas in a compelling way |
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100 | (5) |
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5 Planning for usability testing |
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105 | (52) |
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Scheduling the planning meeting |
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106 | (36) |
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107 | (4) |
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Determine how to test the product |
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111 | (5) |
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116 | (6) |
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Determine participant incentive |
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122 | (2) |
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Draft the screener for recruiting participants |
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124 | (4) |
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Create scenarios based on tasks that match test goals |
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128 | (8) |
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Determine quantitative and qualitative feedback methods |
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136 | (2) |
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Set dates for testing and deliverables |
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138 | (4) |
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142 | (6) |
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Writing an informal test plan |
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143 | (2) |
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Writing a formal test plan |
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145 | (3) |
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Case Study: Test plan for Holiday Inn China website usability study |
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148 | (9) |
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6 Preparing for usability testing |
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157 | (42) |
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158 | (4) |
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How to do the recruiting yourself |
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158 | (2) |
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How to recruit through an agency |
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160 | (1) |
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161 | (1) |
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Assigning team roles and responsibilities |
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162 | (1) |
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Developing team checklists |
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163 | (4) |
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Writing the moderator's script |
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167 | (3) |
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Preparing or using other forms |
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170 | (3) |
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Preparing a video consent form |
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170 | (1) |
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Preparing a special consent form for testing with minors |
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171 | (1) |
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Using a non-disclosure agreement |
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172 | (1) |
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Preparing an observer form |
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172 | (1) |
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173 | (8) |
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Creating a pre-test questionnaire |
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173 | (3) |
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Creating post-task questionnaires |
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176 | (1) |
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Creating a post-test questionnaire |
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176 | (5) |
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Using standard post-test questionnaires |
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181 | (4) |
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182 | (1) |
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183 | (2) |
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Creating or using qualitative feedback methods |
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185 | (3) |
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Using product reaction cards |
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185 | (2) |
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187 | (1) |
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188 | (5) |
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Conducting the walkthrough |
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188 | (1) |
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189 | (4) |
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Case Study: Sample test materials for Holiday Inn China website usability study |
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193 | (6) |
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7 Conducting a usability test |
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199 | (40) |
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200 | (1) |
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Meeting, greeting, briefing |
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200 | (7) |
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Meeting and greeting the participant |
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201 | (1) |
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Conducting the pre-test briefing |
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201 | (4) |
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Preparing the participant to think out loud |
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205 | (2) |
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Being an effective and unbiased moderator |
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207 | (11) |
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Monitor your body language |
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207 | (1) |
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208 | (1) |
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209 | (5) |
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Know how and when to intervene |
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214 | (2) |
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Administer post-test feedback mechanisms |
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216 | (2) |
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Managing variations on the theme of testing |
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218 | (5) |
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Testing with two or more participants |
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218 | (1) |
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Testing with two or more moderators |
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219 | (1) |
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Testing remotely with a moderator |
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220 | (3) |
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Providing help or customer support during testing |
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223 | (2) |
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225 | (1) |
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Handling observers and visitors |
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226 | (4) |
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Observers with you and the participant |
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226 | (2) |
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Visitors in the executive viewing room |
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228 | (2) |
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230 | (1) |
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230 | (4) |
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Case Study: Session log from Holiday Inn China website usability study |
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234 | (5) |
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239 | (38) |
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240 | (9) |
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Gather input from everyone |
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241 | (1) |
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Collect the top findings and surprises |
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241 | (1) |
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Choose your organizational method |
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242 | (7) |
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249 | (10) |
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Determining who should do the analysis |
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249 | (1) |
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250 | (1) |
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Presenting quantitative data |
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251 | (1) |
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252 | (4) |
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256 | (2) |
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Using qualitative feedback from the think-aloud process |
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258 | (1) |
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Collating responses from the product reaction cards |
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259 | (1) |
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What should we do about it? |
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259 | (11) |
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Triangulating the data from findings |
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260 | (1) |
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Characterizing findings by scope and severity |
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261 | (4) |
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265 | (5) |
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Case Study: Findings analysis from Holiday Inn China website usability study |
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270 | (7) |
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277 | (42) |
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Following Aristotle's advice |
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279 | (1) |
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Preparing the message for the medium |
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279 | (1) |
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Writing an informal memo report |
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280 | (3) |
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283 | (6) |
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Preparing the parts of a formal report |
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283 | (2) |
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Writing the executive summary |
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285 | (1) |
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Organizing the rest of the report to match your audience needs |
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285 | (4) |
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289 | (11) |
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Using tables to summarize the findings |
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291 | (2) |
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Illustrating the findings |
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293 | (6) |
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299 | (1) |
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Presenting post-task and post-test results |
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300 | (4) |
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Presenting survey responses |
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301 | (1) |
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302 | (1) |
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Presenting qualitative responses |
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303 | (1) |
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304 | (3) |
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Presenting an oral report |
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307 | (5) |
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308 | (1) |
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309 | (1) |
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Practice, practice, practice |
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310 | (1) |
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Deliver your presentation |
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311 | (1) |
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Know how and when to ask for questions |
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311 | (1) |
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312 | (3) |
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Case Study: Report of Holiday Inn China website usability study |
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315 | (4) |
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10 International usability testing |
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319 | (36) |
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Learning about your international users |
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320 | (4) |
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Some international users are here |
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320 | (1) |
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Other international users are "there" |
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320 | (4) |
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Understanding cultural differneces |
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324 | (7) |
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324 | (1) |
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324 | (7) |
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Applying the work of Hall and Hofstede to understand international users |
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331 | (3) |
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Hall's concept of high-context and low-context cultures |
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331 | (1) |
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Hofstede's concept of five cultural dimensions |
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332 | (2) |
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Planning for international testing |
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334 | (8) |
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335 | (5) |
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340 | (2) |
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Structuring the test protocol |
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342 | (4) |
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342 | (1) |
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Localizing the questionnaires |
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343 | (3) |
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Scheduling single sessions or co-discovery sessions |
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346 | (1) |
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Choosing think-aloud or retrospective recall |
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346 | (1) |
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346 | (2) |
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Anticipating other aspects of international testing |
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348 | (5) |
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What if the participant arrives with someone else? |
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348 | (1) |
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Should more time be set aside for meeting and greeting? |
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349 | (1) |
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Should breaks be longer between sessions? |
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349 | (1) |
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Can you interpret nonverbal communication cues? |
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350 | (3) |
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Case Study: Analysis of the UPS Costa Rican website |
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353 | (2) |
References |
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355 | (12) |
Index |
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367 | |