Preface
-How To Use This Book
-Targeted Readers
1. Introduction
-User Centered Design
-A Variety of Requirements
-Getting Stakeholder Buy-In for Your Activity
-The Methods
2. Before You Choose an Activity: Learning About Your Product and
Users
-Learn About Your Product
-Learn About Your User
-Suggested Resources for Additional Reading
-Putting It All Together
-Case Study, Competitive Intelligence: Mining Design Concepts from
Business School Libraries
-Case Study, Personas: A Case Study by Microsoft Corporation
3. Legal & Ethical Considerations
-Ethical Considerations
-Legal Considerations
-Putting It All Together
4. Setting Up Facilities for Your User Requirements Activity
-Introduction
-Using Your Company's Existing Facilities
-Rent a Marketing or Hotel Facility
-Building a Permanent Facility
-Putting It All Together
-Case Study, Designing an Innovative, Cost-Effective Usability Lab
5. Preparing for Your User Requirements Activity
Introduction
-Creating a Proposal
-Time of Day and Duration of Your Session
-Recruiting Participants for Your Activity
-Tracking Your Participants
-Creating a Protocol
-Pilot Your Activity
-Putting It All Together
-Case Study, Cultural Differences Affecting User Research Methods
in China
6. During Your User Requirements Activity
-Welcoming Your Participants
-Dealing With Late and Absent Participants
-Warm-up Exercises
-Inviting Observers
-Think-aloud Protocol
-Moderating Your Activity
-Recording and Note Taking
-Awkward Situations
-Putting It All Together
7. Interviews
-Introduction
-When Should You Conduct an Interview?
-Preparing to Conduct an Interview
-Conducting an Interview
-Data Analysis and Interpretation
-Communicating the Findings
-Lessons Learned
-Putting It All Together
-Case Study, Preparing and Conducting On-Site Interviews
8. Surveys
-Introduction
-Things to Be Aware of When Using a Survey
-Creating and Distributing Your Survey
-Data Analysis and Interpretation
-Communicate the Findings
-Lessons Learned
-Case Study, Using Online Surveys to Quantify Usability Issues
9. Wants and Needs Analysis
-Introduction
-When to Conduct a Wants and Needs Analysis
-Things To Be Aware of When Conducting a Wants and Needs Analysis
-Preparing for a Wants and Needs Analysis
-Conducting a Wants and Needs Analysis
-Data Analysis and Interpretation
-Communicate the Findings
-Modifications
-Lessons Learned
-Putting It All Together
-Case Study, Understanding User's Healthcare Wants and Needs
10. Card Sorting
-Introduction
-When to Conduct a Card Sort
-Things To Be Aware of When Conducting a Card Sort
-Group or Individual Card Sort?
-Preparing to Conduct a Card Sort
-Conducting a Card Sort
-Data Analysis and Interpretation
-Communicate the Findings
-Modifications
-Lessons Learned
-Putting It All Together
-Case Study, How Card Sorting Changed a Web Site Team's View of
How the Web Site Should Be Organized
11. Group Task Analysis
-Introduction
-Group Task Analysis
-Preparing to Conduct a Group Task Analysis
-Conducting a Group Task Analysis
-Data Analysis and Interpretation
-Communicate the Findings
-Modifications
-Lessons Learned
-Putting It All Together
-Case Study, Capturing Tak Information for How People Prepare and
Conduct Online Meetings
12. Focus Groups
-Introduction
-When Is a Focus Group Appropriate?
-Things To Be Aware of When Conducting a Focus Group
-Preparing to Conduct a Focus Group
-Conducting a Focus Group
-Data Analysis and Interpretation
-Communicate the Findings
-Modifications
-Lessons Learned
-Case Study
13. Field Studies
-Introduction
-When Should You Conduct Field Studies
-Things To Be Aware of When Conducting Field Research
-Different Field Study Methods to Choose From
-Preparing for a Field Study
-Conducting a Field Study
-Data Analysis and Interpretation
-Communicate the Findings
-Lessons Learned
-Putting It All Together
-Case Study, Understanding the Staples Delivery Experience
14. Concluding Your Activity
-Introduction
-Prioritization of Findings
-Presenting Your Findings
-Reporting Your Findings
-Ensuring the Incorporation of Your Results
-Putting It All Together
-Case Study, A User Requirements Case History: Calico Configuration
Modeling Workbench
Appendix A: Learn About Usability
Appendix B: Vendors that Offer Training in Usability Activities
Appendix C: Vendors that Consult on Usability Lab Design, Sell or
Rent Equipment, or Build Labs
Appendix D: Vendors that Recruit Participants, Conduct Usability
Activities for You, and/or Rent Facilities to You
Appendix E: Requirements for Creating a Participant Recruitment
Database
Appendix F: Affinity Diagram
Appendix G: Computerized Quantative Analysis Tools
Appendix H: Report Template
Appendix I: Glossary
Appendix J: References
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