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Measuring the User Experience, 2nd Edition

Book Description

Measuring the User Experience was the first book that focused on how to quantify the user experience. Now in the second edition, the authors include new material on how recent technologies have made it easier and more effective to collect a broader range of data about the user experience.

As more UX and web professionals need to justify their design decisions with solid, reliable data, Measuring the User Experience provides the quantitative analysis training that these professionals need. The second edition presents new metrics such as emotional engagement, personas, keystroke analysis, and net promoter score. It also examines how new technologies coming from neuro-marketing and online market research can refine user experience measurement, helping usability and user experience practitioners make business cases to stakeholders. The book also contains new research and updated examples, including tips on writing online survey questions, six new case studies, and examples using the most recent version of Excel.



    • Learn which metrics to select for every case, including behavioral, physiological, emotional, aesthetic, gestural, verbal, and physical, as well as more specialized metrics such as eye-tracking and clickstream data.
      • Find a vendor-neutral examination of how to measure the user experience with web sites, digital products, and virtually any other type of product or system.
        • Discover in-depth global case studies showing how organizations have successfully used metrics and the information they revealed.
          • Companion site, www.measuringux.com, includes articles, tools, spreadsheets, presentations, and other resources to help you effectively measure the user experience

Table of Contents

  1. Cover image
  2. Title page
  3. Table of Contents
  4. Copyright
  5. Dedication
  6. Preface to the Second Edition
  7. Acknowledgments
  8. Biographies
  9. Chapter 1. Introduction
    1. 1.1 What is User Experience
    2. 1.2 What are User Experience Metrics?
    3. 1.3 The Value of UX Metrics
    4. 1.4 Metrics for Everyone
    5. 1.5 New Technologies in UX Metrics
    6. 1.6 Ten Myths about UX Metrics
  10. Chapter 2. Background
    1. 2.1 Independent and Dependent Variables
    2. 2.2 Types of Data
    3. 2.3 Descriptive Statistics
    4. 2.4 Comparing Means
    5. 2.5 Relationships Between Variables
    6. 2.6 Nonparametric Tests
    7. 2.7 Presenting your Data Graphically
    8. 2.8 Summary
  11. Chapter 3. Planning
    1. 3.1 Study Goals
    2. 3.2 User Goals
    3. 3.3 Choosing the Right Metrics: Ten Types of Usability Studies
    4. 3.4 Evaluation Methods
    5. 3.5 Other Study Details
    6. 3.6 Summary
  12. Chapter 4. Performance Metrics
    1. 4.1 Task Success
    2. 4.2 Time on Task
    3. 4.3 Errors
    4. 4.4 Efficiency
    5. 4.5 Learnability
    6. 4.6 Summary
  13. Chapter 5. Issue-Based Metrics
    1. 5.1 What is a Usability Issue?
    2. 5.2 How to Identify an Issue
    3. 5.3 Severity Ratings
    4. 5.4 Analyzing and Reporting Metrics for Usability Issues
    5. 5.5 Consistency in Identifying Usability Issues
    6. 5.6 Bias in Identifying Usability Issues
    7. 5.7 Number of Participants
    8. 5.8 Summary
  14. Chapter 6. Self-Reported Metrics
    1. 6.1 Importance of Self-Reported Data
    2. 6.2 Rating Scales
    3. 6.3 Post-Task Ratings
    4. 6.4 Postsession Ratings
    5. 6.5 Using Sus to Compare Designs
    6. 6.6 Online Services
    7. 6.7 Other Types of Self-Reported Metrics
    8. 6.8 Summary
  15. Chapter 7. Behavioral and Physiological Metrics
    1. 7.1 Observing and Coding Unprompted Verbal Expressions
    2. 7.2 Eye Tracking
    3. 7.3 Measuring Emotion
    4. 7.4 Stress and Other Physiological Measures
    5. 7.5 Summary
  16. Chapter 8. Combined and Comparative Metrics
    1. 8.1 Single Usability Scores
    2. 8.2 Usability Scorecards
    3. 8.3 Comparison to Goals and Expert Performance
    4. 8.4 Summary
  17. Chapter 9. Special Topics
    1. 9.1 Live Website Data
    2. 9.2 Card-Sorting Data
    3. 9.3 Accessibility Data
    4. 9.4 Return-On-Investment Data
    5. 9.5 Summary
  18. Chapter 10. Case Studies
    1. 10.1 Net Promoter Scores and the Value of a Good User Experience
    2. 10.2 Measuring the Effect of Feedback on Fingerprint Capture
    3. Acknowledgment
    4. 10.3 Redesign of a Web Experience Management System
    5. 10.4 Using Metrics to Help Improve a University Prospectus
    6. Acknowledgments
    7. 10.5 Measuring Usability Through Biometrics
    8. Acknowledgments
  19. Chapter 11. Ten Keys to Success
    1. 11.1 Make Data Come Alive
    2. 11.2 Don’t Wait to be Asked to Measure
    3. 11.3 Measurement is Less Expensive than You Think
    4. 11.4 Plan Early
    5. 11.5 Benchmark Your Products
    6. 11.6 Explore Your Data
    7. 11.7 Speak the Language of Business
    8. 11.8 Show Your Confidence
    9. 11.9 Don’t Misuse Metrics
    10. 11.10 Simplify Your Presentation
  20. References
  21. Index