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Performance metrics not only rely on user behaviors, but also on the use of scenarios or tasks. For example, if you want to measure success, the user needs to have specific tasks or goals in mind. The task may be to find the price of a sweater or submit an expense report. Without tasks, performance metrics aren’t possible. You can’t measure success if the user is only browsing a website aimlessly or playing with a piece of software. How do you know if he or she was successful? But this doesn’t mean that the tasks must be something arbitrary given to the users. They could be whatever the users came to a live website to do or something that the participants in a usability study generate themselv...


Cover of Measuring the User Experience, 2nd Edition