User-centered information design for improved software usability

User-Centered Information Design for Improved Software Usability......Page 1
Table of Contents......Page 2
Preface......Page 11
About the Author......Page 16
1.1.1 Users perform tasks......Page 17
1.1.2 Users need to learn or recall specific knowledge......Page 18
1.2.1 Why does the gap exist?......Page 20
1.2.2 How do users react?......Page 21
1.3.1 What is software usability?......Page 22
1.3.2 Components of the software usability bridge......Page 25
1.3.2.2 Information components......Page 26
1.3.3.1 User-centered design......Page 27
1.3.3.3 Interdisciplinary skills......Page 28
1.3.3.4 Software usability heuristics......Page 29
1.3.3.6 Tools......Page 30
1.4.2 What are information elements?......Page 31
1.4.3.2 Messages......Page 32
1.4.4.1 Online support information......Page 33
References......Page 34
2.1 How information is developed, traditionally......Page 35
2.2 User-centered information design......Page 36
2.3 Five key principles of UCID......Page 39
2.3.1 Keep software usability the goal—always......Page 40
2.3.4 Perform two-level evaluation......Page 41
2.4.1 Know UCID advantages......Page 43
2.4.3 Steps to implementing UCID......Page 44
References......Page 45
3.2 User-centered design......Page 46
3.2.1.1 Analyze users and tasks......Page 48
3.2.4 Evaluation......Page 50
3.3 The UCID process: key features......Page 51
3.4.1.1 Coanalyze users and tasks......Page 54
3.4.2.2 Design information architecture......Page 56
3.4.3 Low-level design......Page 57
3.4.3.1 Design the specifications......Page 58
3.4.4.2 Develop and implement online support elements......Page 59
3.4.5.2 Perform CDG evaluation......Page 60
References......Page 61
4.1.1 Technical writers/managers......Page 62
4.1.2 Usability engineers......Page 63
4.1.5 Other contributors......Page 64
4.2 Managing collaboration......Page 65
4.2.1 Collaboration in UCID......Page 66
4.2.1.1 Acceptance......Page 67
4.2.1.2 Awareness......Page 68
4.3 Managing change......Page 69
4.4 Preparing the usability plan......Page 70
4.5.1 The information plan......Page 71
4.5.2 The project plan......Page 72
References......Page 74
5.2 Why joint analysis?......Page 76
5.3 Getting to know the users......Page 77
5.3.2 Specific characteristics......Page 79
5.3.3.1 Based on computer literacy......Page 80
5.3.3.2 Based on product-use skills......Page 82
5.4 Getting to know the tasks......Page 83
5.4.1 What is task analysis?......Page 84
5.5 Gathering data......Page 87
References......Page 88
6.1.1 Why define software usability goals?......Page 89
6.1.2 Usability goal-setting process......Page 90
6.2 Setting information quality goals......Page 92
6.2.1 Information use model and information design goals......Page 93
6.2.2 Critical design goals......Page 94
Reference......Page 95
7.2 Integration: what is it, why is it important?......Page 96
7.3 Information architecture: design process......Page 99
7.4.1 Users and their tasks......Page 101
7.4.2 Task (or user interface) complexity......Page 102
7.5.1 The print media......Page 103
7.5.2.1 How effective is online media?......Page 104
7.6 Know project-specific requirements......Page 106
7.7.2 Some tips to consider......Page 107
7.8.1 User’s guide......Page 110
References......Page 111
8.1.2 Specification design process......Page 112
8.1.3 Designing outlines......Page 113
8.2.1 Why design prototypes?......Page 116
8.2.3 Designing and evaluating prototypes......Page 117
9.1 Labels and software usability......Page 119
9.3.1 Labeling with text......Page 120
9.3.2 Labeling with icons......Page 123
9.4 Critical design goals......Page 124
9.4.1 CDG 1: clear......Page 125
9.4.2 CDG 2: distinctive......Page 128
References......Page 129
10.1 Feedback and software usability......Page 131
10.2 Why users have trouble with messages......Page 133
10.3 Message design process......Page 135
10.4 Common categories of messages......Page 136
10.4.2 Warning messages......Page 137
10.4.3 Error messages......Page 139
10.4.4 Feedback through batch messages......Page 140
10.5.2 Provide helpful error messages......Page 141
10.6 Critical design goals......Page 142
10.6.1 CDG 1: complete......Page 143
10.6.2 CDG 2: conceived from the users’ viewpoint......Page 144
10.6.3 CDG 3: context-specific......Page 145
10.6.6 CDG 6: attention-getting......Page 147
10.7 Integration considerations......Page 148
References......Page 149
11.1.1 Help and software usability......Page 150
11.1.2.1 Automatic Help......Page 151
11.1.2.3 Retrieved Help......Page 152
11.1.3.1 Screen Help......Page 154
11.1.3.3 Option Help......Page 155
11.1.3.6 Hints......Page 156
11.1.3.8 Message Help......Page 157
11.1.5.2 CDG 2: concise......Page 159
11.1.6.1 CDG 4: retrievable......Page 160
11.1.6.3 CDG 6: usable......Page 163
11.2 Designing tutorials......Page 164
11.2.2 Decide standard content of lessons......Page 166
11.2.4 Design tutorial’s user interface......Page 168
11.2.5 Write lessons......Page 170
11.3 Designing other online support elements......Page 171
11.3.2 Cue cards......Page 172
References......Page 173
12.2 Common printed elements......Page 174
12.3 Writing task information......Page 175
12.5 Integration considerations......Page 178
Reference......Page 179
13.1 Availability......Page 180
13.2.2 Appropriate organization......Page 181
13.2.3 Structured presentation......Page 184
13.2.4 Headings......Page 186
13.2.7 Index......Page 187
13.2.9 Online search......Page 190
13.2.12 Tables......Page 191
13.2.14 Visual and physical devices......Page 192
13.3 Readability......Page 193
13.3.2 Typography......Page 194
13.4.1 User viewpoint writing......Page 195
13.4.3 Conciseness......Page 196
13.4.4 Coherence......Page 197
13.4.7 Examples......Page 198
13.4.9 Listing......Page 200
13.7 Accuracy......Page 201
References......Page 202
14  Evaluating Information: Two-Level Approach......Page 203
14.1 Level 1: integration evaluation......Page 204
14.3 Evaluation process......Page 205
14.4.1 Lab software usability testing......Page 207
14.4.1.2 Prepare test materials......Page 208
14.4.1.3 Get people......Page 210
14.4.1.5 Conduct test......Page 211
14.5 Reviewing information......Page 212
14.5.2 Provide a good “draft” for review......Page 213
14.5.5 Do a user review......Page 214
14.6.1 Technical and copy editing......Page 215
14.6.2 Sample quality indicators......Page 217
14.6.3 Sample editing checklists......Page 218
Reference......Page 219
Glossary......Page 221
Index......Page 225