Usability behaviors: Usability and the SDLC

Usability & User Experience Design

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USABILITY BEHAVIORSUsability and the SDLC


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What are Patterns

What are Patterns?• Patterns are a general

reusable solutions to a commonly occurring problem

What are Usability Patterns?• Usability / Interaction

Design Patterns are a way to capture optimal solutions to common usability or accessibility problems in a specific context.


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Benefits of Using Patterns

• Teaches novices best practices and common approaches • Captures collective wisdom of designers across many uses and

scenarios • Reduces misunderstandings that arise from different

vocabulary via a common language• Makes best practices the "path of least resistance" • Eliminates waste "reinventing the wheel" • Ensures a consistent and predictable experience


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47 Usability Patterns Identified and Documented• Concept Video• Design the Box• Tangible Futures• Backcasting• Five Whys• Scenario Planning• Six Thinking Hats• Diary Study• Digital Ethnography• Ethnography• Personas• Service Design• User Scenario• Concept Model• Ecosystem Visualization• Experience Map• Process Flow• Swimlanes

• Task Analysis• Affinity Diagram• Alignment Model• Card Sort• Controlled Vocabulary• Facets• Free Listing• Tagging• Taxonomy• Collaborative Inspection• Conversation Sketching• Five Sketches™• Participatory Design• Rapid Facilitation• Design Pattern• Page Description Diagram• Paper Prototype• Site Map

• Sketchboard• Wireflow• Wireframe• A/B Testing• GOMS• Heuristic Evaluation• Kano Analysis• Search Analytics• Usability Capture Software• Usability Testing• Web Analytics


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Mapping the MessPl

anni

ng th

e D

esig

n Solution as ProductPlanning & Strategy

Des

ign

the

Des

ign The User

The EcosystemThe Information

Prod

ucin

g th

e D

esig

n The Design ProcessThe Design Deliverables

Analytics & Quantification


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PLANNING THE DESIGNThe Usable Design


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Solution as Product

Things to Consider• Think of your solution as a

product sold in a store• Think of the finished

product and how it makes the user feel

Patterns Associated

Solu

tion

as P

rodu

ct Concept VideoDesign the BoxTangible Futures

Note: This is usually done at the Executive Level for the portfolio / company as a whole.


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Planning & Strategy

Things to Consider• Why am I doing this?• What do I need to worry

about?• How will I get it all done?• What should I plan for?

Patterns Associated

Plan

ning

& S

trat

egy Five Whys

BackcastingScenario PlanningSix Thinking Hats


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DESIGNING THE DESIGNThe Usable Design


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The User

Things to Consider• Who are your users?• What makes them tick?• How are they similar?• How are they different?

Patterns Associated

The

Use

r User ScenarioDiary StudyPersonasEthnographyDigital EthnographyService Design


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The Ecosystem

Things to Consider• Where do our users use our

software?• What other pieces of

software will the user use?• How do I move from one

user to another?• How do I move from one

process to another?

Patterns Associated

The

Ecos

yste

m Concept ModelEcosystem VisualizationExperience MapTask AnalysisProcess FlowSwimlanes


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The Information

Things to Consider• How will I categorize the

data I’m showing to my users?

• How will I organize the menus?

• How will I group things?• How will I communicate

clearly to my users?

Patterns Associated

The

Info

rmati

on

FacetsCard SortTaxonomyTaggingAffinity DiagramAlignment ModelFree ListingControlled Vocabulary


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PRODUCING THE DESIGNThe Usable Design


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The Design Process

Things to Consider• How will I make this design

work?• How will it all flow

together?• How will I make sure

everyone’s ideas are addressed?

Patterns Associated

The

Des

ign

Proc

ess Participatory Design

Rapid FacilitationCollaborative InspectionConversation SketchingFive Sketches™


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The Design Deliverables

Things to Consider• What do I need to actually

deliver to my developers?• How do I consolidate all the

decisions I’ve made into a physical deliverable?

• How do I document my decisions about the design?

Patterns Associated

The

Des

ign

Del

iver

able

s WireflowPage Description DiagramDesign PatternSketchboardPaper PrototypeWireframeSite Map


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STATISTICS & ANALYTICSThe Usable Design


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Things to Consider• Enough of this touchy feely

stuff give me the numbers!• How can I prove what I

need to do?• How do I know which

design is better?

Patterns Associated

Anal

ytics

&

Qua

ntific

ation Heuristic Evaluation

Usability Capture SoftwareA/B TestingKano AnalysisWeb AnalyticsSearch AnalyticsUsability TestingGOMS


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SDLC – “V” Model RelationshipTestAnalysis ConstructionDesignPlanning

AcceptanceTest

System Test Plan

User Acceptance Test Plan

Integration Test Plan

UT Plan

BRD

SRD& PLA

Logical Design

PhysicalDesign

Construct

Unit Test

IntegrationTest

SystemTest

Prod

ucin

g th

e D

esig

n

Des

ign

the

Des

ign

Plan

ning

the

Des

ign



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Card Sort

What: Activity where a participant sorts labeled cards into similar groups. May be an open sort, where piles are created based on only on perceived similarity of cards, or a closed sort where piles are grouped according to provided categories.

Why:Often used to guide navigation design, card sorting analysis shows how often participants grouped specific cards together. Discussing why the cards are placed in a particular pile yields deeper insight into user expectations for content.

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Card Sort

http://www.flickr.com/photos/nedrichards/


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Design the Box

WhatProject teams create a box for the project as if it is going to be sold at retail. Typical box elements include product name, tagline, key benefits, and features. Can also include visual tone and initial preferences for design direction. May create actually physical boxes, or just digital renderings. The “Box” might also be a poster or other sales material.

WhyForces conversation about what really matters about the project. Constrains conversation to a specific format to boost productivity of discussion. Creates a common, tangible touchstone that communicates shared product vision to many different viewpoints.

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Design the Box


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Digital Ethnography

WhatIn-game or online observation of user activities and conversation. May also include interviews with participants. Documents activities, context, environment, use of specific vocabulary, and other characteristics of digital experiences.

WhyUnderstand users hopes, needs, priorities and desires when designing for people who use virtual spaces like World of Warcraft, Xbox Live games, or Second Life, or participate in communities with strong activity on forums, photo and video sharing sites.

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Digital Ethnography

http://www.flickr.com/photos/bettinatizzy/


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Kano Analysis

WhatSurvey method that determines how people value features and attributes in a known product domain. Shows what features are basic must-haves, which features create user satisfaction, and which features delight.

WhyAllows quantitative analysis of feature priority to guide development efforts and specifications. Ensures that organization understands what is valued by users. Less effective for new product categories

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Kano Analysis


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Personas

WhatA composite character created to personify a specific segment of users. Includes a name, picture, user quotes and other info with a focus on goals, motivation, and behavior. Based on user research, personas are often paired with representative scenarios.

WhyCreates empathy for the specific user and avoids self-referential design. Focus on accomplishing specific goals allows the product to satisfy many people with that goal, whether or not they match a specific market segment.

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Personas

http://www.flickr.com/photos/brycej/


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Rapid Facilitation

WhatWorkshop approach that focuses on framing the right problems at the start of a project. Relies on user, business, and market discovery to prepare for intensive sessions with decision makers. Creates touchstones to bridge competing viewpoints and create shared vision.

WhyMany projects sunk by lack of unity, unclear objectives, business unit infighting, and people trying to solve different problems with the same initiatives. Rapid facilitation mitigates these risks.

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Rapid Facilitation

http://www.flickr.com/photos/hectoralejandro/


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Alignment Model

WhatDiagram that breaks down user activities into discrete tasks, arranges these activities in columns, and then uses the same columns to align the product features, functions, and content that support these activities. May also align business objectives.

WhyProvides gap analysis, shows product opportunities, and helps develop task-based information architecture. Serves as a roadmap, and anchors conversations about future features and content in actual user needs instead of individual stakeholder agendas.

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Alignment Model

http://www.flickr.com/photos/rosenfeldmedia/


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Facets

WhatClassification approach that assigns values for a set of mutually exclusive categories (or facets) to a specific content item in a group of similar objects. For used car listings, such facets would include price, color, make, model, year, mileage, and location.

WhyFacets allow more flexible classification and navigation rather than only finding a specific content item through a fixed path (as in a taxonomy) users can browse by the facets that matter the most to them. Facets are often used to refine search queries as well.

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Facets


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Page Description Diagram

WhatComprehensive inventory of all design elements, content, and interface components on a page, arranged in three columns of high, medium, and low priority. Each element is described, and may include a sketch or design for individual components.

WhyDocuments the elements of each page without specifying layout. May be used instead of wireframes, or preceding wireframes. Allows greater collaboration between team members responsible for visual design and functional specification.

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Page Description Diagram


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Process Flow

WhatDiagram to show process that includes conditions, branching, and logic. Focus on defining possible user behavior and corresponding business rules.

WhyDocuments how a person can use the system to accomplish different tasks. Ensures that error conditions and alternate paths are considered. Used By:

Process Flow


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Site Map

WhatDiagram to show overall site structure and relationships of content. For large sites may document patterns of organization that are applied across similar sections, instead of accounting for every single page.

WhyDocument site structure to ensure that all content is accounted for. Guides navigation design, site index, and content migration. Good for hierarchical organization, less effective visualizing very large sites, facets or tags.

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Site Map


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Swimlanes

WhatDiagram that shows parallel streams for user, business, and technical process flows. May also include a storyboard stream. Arranged for each core product scenario or activity. Provides foundation for use cases

WhyEnsures alignment and integration of task flow with business process and technical requirements. Allows understanding of all components of a specific process in one document, while allowing clearer separation, responsibility, and delegation.

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Swimlanes

http://www.flickr.com/photos/mastermaq/


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Tagging

WhatClassification approach that relies on users adding freeform keywords to content. Used on popular sites such as Flickr, Del.icio.us, and 43Things. Often displayed using a tag cloud that scales the font size of a tag with its popularity.

WhyMetadata for the masses. Allows users to add any term without complying with a controlled vocabulary. Facilitates pivoting & discovery of similar content with the same tag, or related tags applied to the same content. Complements other classification approaches.

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Tagging


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Wireframe

WhatOne step past sketching shows the layout of an interface screen. Describes each element and behavior. Focus is on layout, labels, and interactions. Avoids finished design elements such as color and photos, instead using placeholders for images, and sometimes copy.

WhyCommunicate the specifications for individual pages or templates. Also used as prototype for usability testing. Prevents premature conversations about surface issues like color, instead focuses discussion on correct and complete content and functionality.

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Wireframe


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Web Analytics

WhatMeasurement tool that analyzes user behavior based on logs of activity on a website. Includes information such as entry and exit pages, most popular pages, paths through the site, links from other sites, and search terms.

WhyAllows real time view of user behavior on websites. Particularly strong for measuring user intent through search terms, trouble spots where users leave, and conversion goals for marketing and sales.

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Web Analytics


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Usability Testing

WhatReal users test drive a prototype or production system. Usually one-on-one, with a participant and moderator, the participant thinks out loud as they complete representative tasks. Typically 6-8 participants per user segment.

WhyUnderstand what works and what doesn’t. Often included in iterative development with each cycle so that the product continually improves. Excels at finding specific interface problems, including layout, labeling, and interaction.

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Usability Testing

http://www.flickr.com/photos/l-i-n-k/


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Taxonomy

WhatA hierarchical classification scheme that relates broader parent terms to narrower child terms. Often created as part of a thesaurus that also shows related terms and preferred terms.

WhyCan structure a set of content such as a website by assigning individual taxonomy terms to specific content or pages or vice versa. Works in conjunction with other classification and findability systems like facets, tagging, and search.

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Taxonomy


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Ethnography

WhatAnthropological approach focused on individual and group behavior in context. Uses contextual observation, interviews, diaries, and artifact collection to investigate customs, rituals, and myths.

WhyProvides rich insights into behavior, experience, and expectations within a system and can reveal unmet needs and opportunities for teams to differentiate their products and services.

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Ethnography


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Wireflow

WhatThis lovechild of wireframes and flowcharts visualizes interaction within a system by laying out the screens of an application in one large document and drawing the connections between related screen elements.

WhyProvides comprehensive canonical picture of system interaction in one document. Can see key interactions and relationships at a glance. Caution: very labor-intensive to maintain as the system changes through iterations.

ResourcesWireflows come from the Flow Map work of Richard Fulcher, Bryce Glass, and Matt Leacock while at AOL.http://www.leacock.com/deliverables/index.html

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Wireflow


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Backcasting

WhatPlanning tool that works backwards from an ideal scenario to visualize necessary actions, outcomes, and underlying assumptions.

WhyTeams are better at picturing the future by working backwards from an ideal instead of forwards from the current state of things. Backcasting provides a boost for innovation and planning efforts compared to starting from the status quo.

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Backcasting


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User Scenario

WhatStorytelling approach to design that captures user motivations and actions in short, focused, narrative form. Each scenario captures the moment for a particular set of actions focused on meeting a specific need for a user. Typically written, sometimes captured through pictures or video.

WhyBrings users to life while keeping focus on tasks and behavior. Scenarios can link together to tell the entire story of a product or service. Easy to explore and iterate, scenarios complement personas, and can lead to more detailed use cases.

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User Scenario


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Experience Map

WhatVisualization of experience across locations, time, and channels. Captures interactions between touch points. Little industry consensus on exact format or content.

WhyA holistic view of experience through time with specific touch points promotes better coordination of cross-channel design and reveals opportunities for new or improved interactions.

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Experience Map

http://www.flickr.com/photos/sethandalexa/


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Paper Prototype

WhatPrototype of a system with screens sketched using markers, sheets of paper, stickies, transparencies, and other simple materials.

WhyExplore many alternative solutions with low costs and little risk. Low fidelity format encourages experimentation, honest critique, rapid iteration. Keeps teams from getting too attached to one solution. Used in early usability testing

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Paper Prototype

http://www.flickr.com/photos/cesarastudillo/


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Ecosystem Visualization

WhatModel of connections between elements of the whole system that an offering lives in, including products, services, competitors, partners, contributors, and channels.

WhyOverall ecosystem view illustrates niches, threats, opportunities, and necessary connections. New offerings need to integrate, replicate, or route around ecosystem elements to gain user adoption and market share.

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Ecosystem Visualization

http://www.flickr.com/photos/7855449@N02/


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Search Analytics

WhatLog analysis and visualization of search queries of active websites, for both incoming search terms from search engines and for users searching using internal site search.

WhySearch queries help reveal user intentions on the website, show content that is missing or hard to find, and help teams optimize the information architecture and design of the site to improve findability and provide a better experience.

Used By:SCE.comEdison.com

Search Analytics


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Conversation Sketching

WhatParticipatory method for workshop participants to iteratively sketch their thoughts about possible solutions, discuss reasons for drawing a particular solution, and then sketch revised versions. May iterate several times to explore different approaches and work towards a common vision.

WhyProvides a framework for participants to articulate their ideas. Explores underlying motivations that drive feature suggestions. Looking at root causes offers more opportunities for real solutions than simply adopting requested features.

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Conversation Sketching

http://www.flickr.com/photos/philhawksworth/


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Free Listing

WhatClassification research method. Participants write down as many terms related to a given category or topic within a restricted timeframe. These terms are then analyzed for co-occurrence and ordering across participants.

WhyAlternative to card sorting, shows what terms have strongest associations within the category for participants. Debriefing with participants afterwards can reveal patterns, preferences, and expectations related to content categories.

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Free Listing

http://www.flickr.com/photos/lucamascaro/


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Design Pattern

WhatRepeatable, bite-sized solution for a known design problem. Shows context with usage scenarios and examples of pattern in practice. Taken collectively, multiple patterns form the basis for a pattern language used to create consistent solutions.

WhyAvoids re-inventing the wheel. Improves re-use and consistency of solutions while capturing knowledge and best practice from multiple teams in a structured, modular format that makes it easy to reference and find for future projects.

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Design Pattern


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Service Design

WhatDesign approach that focuses on service offerings. Considers touch points across channels, interactions at those points, and the connections between them. Also integrates complementary products in a service ecosystem.

WhyApplies many of the tools from product design to creating human-centered services. Lower barrier to entry for innovation for services compared to mature product categories. Uncovers new markets for business and new value for users.

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Service Design


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Usability Capture Software

WhatSoftware that records video and other data from usability testing sessions and provides tools to analyze data and create video highlight reels of test findings. May use local computer or remote screen sharing over a broadband connection.

WhyTurns an ordinary PC and webcam into a usability lab. Provides lower cost options for bolstering the impact of study findings by showing video of users struggling with specific issues. Remote capability allows for usability testing from across the street or across the continent.

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Usability Capture Software


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Sketchboard

WhatCollaborative sketching technique layering may design options onto one very large sheet of paper. Starts by posting criteria like discovery findings and then sketching and arranging potential solutions nearby--first as thumbnail sketches and then as detailed screens.

WhyDesign the big picture of a site or application without getting bogged down in incremental detail like wireframes can. Collaborative low-fi format keeps project criteria at hand to build common ground. Large paper background offers "roll up and go" portability to take the work to others on the team.

ResourcesSketchboards are a technique pioneered by Brandon Schauer and Leah Buley at Adaptive Path.http://www.adaptivepath.com/ideas/essays/archives/000863.php

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Sketchboard

http://www.flickr.com/photos/indiyoung/


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Controlled Vocabulary

WhatA set of canonical terms used to describe content. Typically includes preferred terms. Often the foundation for a full-fledged thesaurus and taxonomy.

WhyGuides uniform use of descriptive vocabulary in an organization to facilitate findability and make metadata more consistent. Works in tandem with other classification tools like tags and facets.

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Controlled Vocabulary


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A / B Testing

WhatA testing procedure in which two (or more) different designs are evaluated in order to see which one is the most effective. Alternate designs are served to different users on the live website.

WhyCan be valuable in refining elements on a web page. Altering the size, placement, or color of a single element, or the wording of a single phrase can have dramatic effects. A / B Testing measures the results of these changes.

ResourcesA/B testing is covered in depth in the book Always Be Testing: The Complete Guide to Google Website Optimizer by Bryan Eisenberg and John Quarto-von Tivadar.http://www.testingtoolbox.com/

You can also check out the free A/B testing tool Google Optimizer.https://www.google.com/analytics/siteopt/preview

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A / B Testing

http://www.flickr.com/photos/danielwaisberg/


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Affinity Diagram

WhatA method for sorting and making sense of data. Data points can be recorded on sticky notes (the UX practitioner's Swiss army knife) and sorted into logical groups. Could be employed as an individual or group exercise.

WhyParticipants can experiment with different arrangements to see which makes the most sense. Affinity Diagramming helps to expose crucial relationships and patterns in data that may not be initially apparent.

ResourcesAffinity diagram tutorial from Mind Tools.http://www.mindtools.com/pages/article/newTMC_86.htmBeyer & Holtzblatt's book Contextual Design also talks about affinity diagrams.

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Affinity Diagram

http://www.flickr.com/photos/kowitz/


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Collaborative Inspection

WhatA group usability review that includes stakeholders, designers, developers, domain experts, and end users. Sessions involve walking through key tasks or screens, and are moderated by a lead reviewer, recorder, time keeper, and continuity inspector.

WhyBecause many points of view are represented, collaborative inspections can be more thorough and efficient than expert reviews. Collaborative sessions also allow for discussions between stakeholders that might reveal deeper insights.

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Collaborative Inspection

http://www.flickr.com/photos/uk_parliament/


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Concept Model

WhatA diagram that visualizes relationships between different concepts. Nodes containing concepts are linked with labeled lines and arrows in order to explain how they are associated.

WhyCan help to explain how a series of complex, interrelated ideas correspond to one another. Builds an understanding of a body of knowledge, and helps to uncover misunderstandings.

ResourcesDan Brown gives a great explanation of Concept Models in this UIE article and also devotes an entire chapter to them in his book Communicating Design.http://www.uie.com/articles/concept_modelshttp://www.communicatingdesign.com/The diagram on the card is the work of Bryce Glass.http://soldierant.net/archives/2005/10/flickr_user_mod.html

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Concept Model

http://www.uie.com/articles/concept_models

http://www.uie.com/articles/concept_models

http://www.communicatingdesign.com/


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Diary Study

WhatA data collection method in which participants record their actions and thoughts in a journal over several days or weeks. Diary Studies may be structured (based on specific, pre-defined tasks) or they may be unstructured (nonspecific and participant driven).

WhyCan help to unearth motivations and processes that participants would be unable to articulate in more conventional interviews. Gives participants the opportunity to reflect on what they do over time, and why they do it & something many don’t do on a regular basis.

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Diary Study

http://www.flickr.com/photos/bryce/


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Five Sketches™

WhatA structured, group method for exploring and analyzing design solutions. Focusing on a specific problem statement, each participant sketches five solutions. Ideas are shared, combined and iterated. Further analysis and resketching helps in selecting a single way forward.

WhyThis is a simple method for engaging developers and other 'non-designers' in discussion. It's a fast way to explore multiple solutions, facilitate discussion, and build consensus.

ResourcesFive Sketches™ was formalized and trademarked by Jerome Ryckborst, who offers his insight along with a lot of info on the actual approach at www.FiveSketches.com

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Five Sketches™

http://www.flickr.com/photos/rohdesign/

http://www.fivesketches.com/


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GOMS (Goals, Operators, Methods & Selection Rules)

WhatAn HCI task analysis method that reduces a user's interaction to its most basic actions. Operators (steps that a user performs) combine to form Methods, which are used to achieve Goals. Selection Rules determine the proper Method, when more than one could be used.

WhyQuantitatively, GOMS gives good predictions of performance time and learning. Qualitatively, a GOMS model is a description of the knowledge needed to perform a given task, essentially describing the content needed for task-oriented documentation.

Resources:Jef Raskin describes GOMS in Chapter 4 of his book The Humane Interface.

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GOMS(Goals, Operators, Methods & Selection Rules)


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Concept Video

WhatA method for exploring design possibilities by making short films about how people might use a technology in the future. Concept videos often focus on the context and benefits of use, rather than on specific interaction details.

WhySome prototyping methods concentrate on the granular details of a design — what functions and controls to include, and how to lay them out. Because concept videos tell stories and avoid minutiae, they are better suited to explaining a new vision.

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Concept Video


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Participatory Design

WhatAn approach to design that actively involves stakeholders in the design process. Exercises help the group to explore the problem space, current and ideal experiences, and ways of achieving the ideal.

WhyParticipatory Design sessions enable people with different expertise and skills to contribute equally. Can be an efficient way to get a wide range of input. May enhance user buy-in by making them feel more included, and giving them a greater sense of ownership.

ResourcesLiz Sanders is a seminal figure in participatory design and generative research.http://www.maketools.com/

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Participatory Design

http://www.flickr.com/photos/brycej/


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Scenario Planning

WhatA story-telling method for learning about and planning for the future. Allows teams to explore a range of circumstances that could impact future decisions, and encourages exploration of unexpected possibilities.

WhyMany planning techniques focus on current data and fail to address the unpredictability of future events. Divergent stories help to increase our understanding of our operating environment, and expose our basic assumptions about how the world works.

ResourcesGlobal Business Network is the leading scenario planning consultancy. http://www.gbn.com/consulting/article_details.php?id=24

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Scenario Planning

http://www.flickr.com/photos/crystalcampbell/


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Six Thinking Hats

WhatA tactic that helps you look at decisions from a number of different perspectives. The white hat focuses on data; the red on emotion; the black on caution; the yellow on optimism; the green on creativity; and the blue on process.

WhyCan enable better decisions by encouraging individuals or teams to abandon old habits and think in new or unfamiliar ways. Can provide insight into the full complexity of a decision, and highlight issues or opportunities which might otherwise go unnoticed.

ResourcesLateral thinking pioneer Edward de Bono created the Six Thinking Hats method.http://www.edwdebono.com/An explination from Mind Tools.http://www.mindtools.com/pages/article/newTED_07.htm

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Six Thinking Hats

http://www.flickr.com/photos/daijihirata/

http://www.edwdebono.com/


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Heuristic Evaluation

WhatA form of usability inspection where specialists assess how well an interface complies with recognized usability principles (heuristics). Usually two or three experts review a system, noting and ranking problems.

WhyProvides quick, inexpensive usability feedback. Can be a good method early in a development process, as it concentrates on the basics, ensuring that an interface is fundamentally sound before more in-depth testing with real users.

ResourcesRolf Molich and Jakob Nielsen created heuristic evaluation in 1990 as part of an effort to lower the costs of usability evaluation. Jakob has quite a few articles on it; this one is a good start.http://www.useit.com/papers/heuristic/heuristic_evaluation.html

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Heuristic Evaluation


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Tangible Futures

WhatArtifacts created to represent the state of affairs at a future point in time. Examples might include press releases, movie posters, newspaper articles, or product package designs.

WhyArtifacts can be more effective in communicating future trends than text-heavy reports. Their concrete nature may provoke people to think about what they really believe, and about how technology interacts with social, economic, and cultural factors.

ResourcesVictor Lombardi published a series of blog posts about this approach starting in 2006, and continues to write about concept design and tangible futures today. The image Victor’s website: http://noisebetweenstations.com/personal/weblogs/?cat=131

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Tangible Futures


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Five Whys

WhatA technique used to probe the root causes of a problem. Popularized by Toyota in the 1970s, this strategy involves looking at any problem and asking: "Why?" and "What caused this problem?" The answer to the first "why" prompts another "why" and then another, and so on.

Why x 5It's not uncommon for a project to focus on the symptoms of a problem, rather than exposing the underlying causes. By asking why, and why, and why again, we gain insight that allows us to address real problems in a way that will make a real difference.

ResourcesFormalized by Toyota in the 1970s, Five Whys was popularized by Six Sigma.http://en.wikipedia.org/wiki/5_Whyshttp://software.isixsigma.com/library/content/c020610a.asp

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Five Whys


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Task Analysis

WhatA study of the actions and cognitive processes required in order for a person to complete a given task. Task Analysis is helpful when trying to understand a system and its information flows.

WhyProvides deep insight into the steps needed to complete a task. Task Analysis also helps in understanding the mental model formed by people performing the task.

ResourcesTask analysis is a large component of creating Indi Young style Mental Modelshttp://www.rosenfeldmedia.com/books/mental-models/Todd Warfel of Messagefirst also has a Task Analysis Grid.http://www.messagefirst.com/http://toddwarfel.com/archives/the-task-analysis-grid/

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Task Analysis

Technology

Usability behaviors: Usability and the SDLC