Alertbox: User Satisfaction vs. Performance Metrics
Jakob Nielsen <[email protected]> Mon, 8 Oct 2012 16:30:32 +0000
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This is a multi-part message in MIME format --_----------=_MCPart_1039995770 Content-Type: text/plain; charset="utf-8"; format="fixed" Content-Transfer-Encoding: quoted-printable Users generally prefer designs that are fast and easy to use, but satisfaction isn't 100% correlated with objective usability metrics. Jakob Nielsen's Alertbox for October 8: User Satisfaction vs. Performance= Metrics > http://www.useit.com/alertbox/satisfaction-vs-performance.html ------------------------------------------------------------ ** Usability Week 2012 conference * London: October 14-19 * New York City: Oct. 28 - Nov. 2 * Seattle: November 5-9 * Las Vegas : December 2-7 Full event program describing all full-day training courses: > http://www.nngroup.com/events Deadline to save =C2=A3150 on London early-bird registration: * This Friday, October 12 ------------------------------------------------------------ ** New Book: Mobile Usability My new book Mobile Usability will be published next Monday, October 15. You can pre-order it now, and it should ship from U.S. bookstores a few da= ys later (a week or two later in countries that get books by slow freight). > http://www.useit.com/mobile-usability This is the first book I have written that's fairly short (216 pages). This makes it cheap and increases the likelihood that readers will complet= e the full book. The low page count was possible for two reasons: * Because of the nature of mobile screens, the screenshots are small, a= llowing us to fit in 228 illustrations without bloating the page count. * Our discussion of basic topics focuses on how they are different in t= he mobile domain and does not provide full coverage of all our web usability finding= s. For the background information about "normal" website topics like informat= ion architecture (IA), navigation, menus, information foraging, information scent, affordan= ces, writing for online, search, product information, checkout, and more, pleas= e see my other book Prioritizing Web Usability: > http://www.useit.com/prioritizing ------------------------------------------------------------ ** Intranet Social Features If you have social features on your intranet or corporate portal (such as= wikis, Twitter-like microblogging tools, social bookmarking, prediction markets,= etc.) we'd like to hear from you. How have you used these types of tools to extend or enhance your company intranet or corporate portal? Has your company experimented, through user= trials or already achieved successful implementations of social collaboration/net= working tools? If so, we would like to learn more about your efforts. We are updating our report =E2=80=9CEnterprise 2.0: Social Software on Int= ranets: > http://www.nngroup.com/reports/intranet/social/ and we are interested in learning about your real-world experiences, case= studies, success stories and challenges in making these Web 2.0 concepts work in an enterprise environment. Whether you have used these tools for many years or you are just getting started we would like to hear about your experiences. We are looking for examples from all types of intranets and portals: public, private or gover= nment. Successful projects or ideas that didn't work out in practice? Both are equally interesting. Participants can remain anonymous, but if you are willing to be quoted, you and your organization will get substantial professional recognition fr= om being represented in the report. Also, each company that participates will receive a complimentary copy of the report. If you would like to contribute to this study please send Patty Caya a brief message outlining your project or social features: > [email protected] Deadline tomorrow: Tuesday October 9, 2012. ------------------------------------------------------------ ** Apple Maps: UI vs UX Apple recently booted Google Maps off the iPhone and replaced it with thei= r own mapping application. Much has already been written about flaws in Apple Maps, from the Washington Monument being on the wrong side of the street to a cafe shown near The Economist=E2=80=99s editorial offices (http://www.economist.com/node/21563730) even though it closed 7 years ago. Data quality is even worse around the world. Compare the photos of my house in Silicon Valley and my brother=E2=80=99s house in Copenhagen, Denmark: Two screenshots from Apple Maps: California house vs. Denmark house (not shown in plain-text email). Apple Maps shows my house in so great detail that you can even make out the pool sweep cleaning the swimming pool. (I'm glad I didn't go for a dip the day Apple's spy plane passed over my s= treet.) In contrast, my brother's house is nothing but a blur. You can't even tell that it's a house, though you can recognize the sidewalk because of i= ts shape. The uproar over Apple Maps is a great example of the difference between user interface design (UI) and user experience (UX). The Maps app has a very nice UI. The designers did a good job. But the UX fails because of poor data quality and poor integration of the= data sources. This reminds me of an article I wrote 9 years ago: Time to Make Tech Work > http://www.useit.com/alertbox/20030915.html Sadly, users are still suffering under poor implementation of supposedly g= ood design. I really wish that everybody working on a project would take a course like UX Basic Training > http://www.nngroup.com/events/tutorials/ux_basic_training.html to understand how the total user experience is impacted by decisions and quality-of-work by all team members. The designers may be in charge of the UI, but everybody shoulders some UX responsibility - including the= guy negotiating licensing deals on data that'll go deeply inside the guts of t= he application. (And project management should also take a course like Managing UX Strateg= y > http://www.nngroup.com/events/tutorials/strategy.html to understand the business value of doing it right.) =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D Copyright =C2=A9 2012 Nielsen Norman Group, All rights reserved. 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color: #000000; line-height:130%; padding: 4px; margin: 0;"> <p style="margin-top: 0px; margin-bottom: 2px;"> <a href="http://useit.us4.list-manage1.com/track/click?u=538d934a891681a5d850bb4e5&id=898369b608&e=f405d0f72c" style="text-decoration: none;color: #505050;font-weight: normal;"><span style="color: #505050;">Summary:</span></a><br> <a href="http://useit.us4.list-manage1.com/track/click?u=538d934a891681a5d850bb4e5&id=7f3b59f1f0&e=f405d0f72c" style="text-decoration: none;color: #505050;font-weight: normal;">Users generally prefer designs that are fast and easy to use, but satisfaction isn't 100% correlated with objective usability metrics</a><a href="http://useit.us4.list-manage1.com/track/click?u=538d934a891681a5d850bb4e5&id=b7e296ff89&e=f405d0f72c" style="text-decoration: none;color: #505050;font-weight: normal;">. </a></p> <p style="margin-top: 4px; margin-bottom: 0; font-size:120%; line-height:140%;"> <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=50f5a1f26f&e=f405d0f72c" style="text-decoration: none;color: #505050;font-weight: normal;">Jakob Nielsen's Alertbox for October 8: </a><a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=f2527db6fd&e=f405d0f72c" style="text-decoration: none;color: #505050;font-weight: normal;"><span style="text-decoration: underline; color:#0033aa;"><strong>User Satisfaction vs. Performance Metrics</strong></span></a></p> </blockquote> <hr> <h3 style="color: #202020;display: block;font-family: Verdana,Calibri,Helvetica,Arial,sans-serif;font-size: 120%;font-weight: bold;line-height: 100%;margin-bottom: 10px;text-align: left;"> Usability Week 2012 conference</h3> <ul> <li style="margin-top: 0px;margin-bottom: 0px;"> <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=5f3641b2c5&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;">London</a>: October 14-19</li> <li style="margin-top: 0px;margin-bottom: 0px;"> <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=7368d0e1d6&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;">New York City</a>: Oct. 28 - Nov. 2</li> <li style="margin-top: 0px;margin-bottom: 0px;"> <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=4cf838e670&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Seattle</a>: November 5-9</li> <li style="margin-top: 0px;margin-bottom: 0px;"> <a href="http://useit.us4.list-manage1.com/track/click?u=538d934a891681a5d850bb4e5&id=13d48c76c5&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Las Vegas</a>: December 2-7</li> </ul> <p> <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=1813fc31a5&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Full event program</a> describing all full-day training courses.</p> <p> Deadline to save £150 on <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=3e36afa5f4&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;"><strong>London</strong> early-bird registration</a>:<br> * <strong>This Friday</strong>, October 12</p> <hr> <h3 style="color: #202020;display: block;font-family: Verdana,Calibri,Helvetica,Arial,sans-serif;font-size: 120%;font-weight: bold;line-height: 100%;margin-bottom: 10px;text-align: left;"> New Book: Mobile Usability</h3> <p> My new book <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=070359e91a&e=f405d0f72c" target="_blank" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Mobile Usability </a>will be published next <strong>Monday, October 15</strong>. You can pre-order it now, and it should ship from U.S. bookstores a few days later (a week or two later in countries that get books by slow freight).</p> <p> This is the first book I have written that's fairly short (216 pages). This makes it cheap and increases the likelihood that readers will complete the full book.</p> <p> The low page count was possible for two reasons:</p> <ul> <li style="margin-top: 0px;margin-bottom: 0px;"> Because of the nature of mobile screens, the screenshots are small, allowing us to fit in 228 illustrations without bloating the page count.</li> <li style="margin-top: 0px;margin-bottom: 0px;"> Our discussion of basic topics focuses on how they are different in the mobile domain and does not provide full coverage of all our web usability findings. For the background information about "normal" website topics like information architecture (IA), navigation, menus, information foraging, information scent, affordances, writing for online, search, product information, checkout, and more, please see my other book <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=784af0faa1&e=f405d0f72c" target="_blank" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Prioritizing Web Usability</a>.</li> </ul> <hr> <h3 style="color: #202020;display: block;font-family: Verdana,Calibri,Helvetica,Arial,sans-serif;font-size: 120%;font-weight: bold;line-height: 100%;margin-bottom: 10px;text-align: left;"> Intranet Social Features</h3> <p> If you have social features on your intranet or corporate portal (such as wikis, Twitter-like microblogging tools, social bookmarking, prediction markets, etc.) we'd like to hear from you.</p> <p> How have you used these types of tools to extend or enhance your company intranet or corporate portal? Has your company experimented, through user trials or already achieved successful implementations of social collaboration/networking tools? If so, we would like to learn more about your efforts.</p> <p> We are updating our report “<a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=dc57c1f9bc&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Enterprise 2.0: Social Software on Intranets</a>” and we are interested in learning about your real-world experiences, case studies, success stories and challenges in making these Web 2.0 concepts work in an enterprise environment.</p> <p> Whether you have used these tools for many years or you are just getting started we would like to hear about your experiences. We are looking for examples from all types of intranets and portals: public, private or government. Successful projects or ideas that didn't work out in practice? Both are equally interesting.</p> <p> Participants can remain anonymous, but if you are willing to be quoted, you and your organization will get substantial professional recognition from being represented in the report. Also, each company that participates will receive a complimentary copy of the report.</p> <p> If you would like to contribute to this study please send Patty Caya a brief message outlining your project or social features: <a href="mailto:[email protected]" style="color: #0033aa;font-weight: normal;text-decoration: underline;">[email protected]</a></p> <p> <strong>Deadline tomorrow:</strong> Tuesday October 9, 2012.</p> <hr> <h3 style="color: #202020;display: block;font-family: Verdana,Calibri,Helvetica,Arial,sans-serif;font-size: 120%;font-weight: bold;line-height: 100%;margin-bottom: 10px;text-align: left;"> Apple Maps: UI vs UX</h3> <p> Apple recently booted Google Maps off the iPhone and replaced it with their own mapping application. Much has already been written about flaws in Apple Maps, from the Washington Monument being on the wrong side of the street to a <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=962ba4b8dc&e=f405d0f72c" target="_blank" style="color: #0033aa;font-weight: normal;text-decoration: underline;">cafe shown near <em>The Economist</em>’s editorial offices</a> even though it closed 7 years ago.</p> <p> Data quality is even worse around the world. Compare the photos of my house in Silicon Valley and my brother’s house in Copenhagen, Denmark:</p> <p> <img align="none" alt="Two screenshots from Apple Maps: California house vs. Denmark house" height="484" src="http://gallery.mailchimp.com/538d934a891681a5d850bb4e5/images/two_brothers_houses.jpg" style="width: 371px;height: 484px;border: none;font-size: 14px;font-weight: bold;line-height: 100%;outline: none;text-decoration: none;text-transform: capitalize;display: inline;margin-bottom: 10px;" width="371"></p> <p> Apple Maps shows my house in so great detail that you can even make out the pool sweep cleaning the swimming pool. (I'm glad I didn't go for a dip the day Apple's spy plane passed over my street.) In contrast, my brother's house is nothing but a blur. You can't even tell that it's a house, though you can recognize the sidewalk because of its shape.</p> <p> The uproar over Apple Maps is a great example of the difference between user interface design (UI) and user experience (UX). The Maps app has a very nice UI. The designers did a good job. But the UX fails because of poor data quality and poor integration of the data sources.</p> <p> This reminds me of an article I wrote 9 years ago: <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=04569ecf39&e=f405d0f72c" target="_blank" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Time to Make Tech Work</a>. Sadly, users are still suffering under poor implementation of supposedly good design.</p> <p> I really wish that everybody working on a project would take a course like <a href="http://useit.us4.list-manage.com/track/click?u=538d934a891681a5d850bb4e5&id=39543c2f6e&e=f405d0f72c" target="_blank" style="color: #0033aa;font-weight: normal;text-decoration: underline;">UX Basic Training</a> to understand how the total user experience is impacted by decisions and quality-of-work by all team members. The designers may be in charge of the UI, but everybody shoulders some UX responsibility—including the guy negotiating licensing deals on data that'll go deeply inside the guts of the application.</p> <p> (And project management should also take a course like <a href="http://useit.us4.list-manage1.com/track/click?u=538d934a891681a5d850bb4e5&id=5bc029b5d2&e=f405d0f72c" target="_blank" style="color: #0033aa;font-weight: normal;text-decoration: underline;">Managing UX Strategy</a> to understand the business value of doing it right.)</p> </div> </div> </td> </tr> </table> <!-- // End Module: Standard Content \\ --> </td> </tr> </table> <!-- // End Template Body \\ --> </td> </tr> <tr> <td align="center" valign="top"> <!-- // Begin Template Footer \\ --> <table border="0" cellpadding="10" cellspacing="0" width="100%" id="templateFooter" style="background-color: #FDFDFD;border-top: 0;"> <tr> <td valign="top" class="footerContent"> <!-- // Begin Module: Standard Footer \\ --> <table border="0" cellpadding="10" cellspacing="0" width="100%"> <tr> <td valign="top" width="100%"> <div style="color: #707070;font-family: Verdana,Calibri,Helvetica,Arial,sans-serif;font-size: 12px;line-height: 125%;text-align: left;"> <em>Copyright © 2012 Nielsen Norman Group, All rights reserved.</em> <br> <!-- --> You're receiving this newsletter because you subscribed at http://www.useit.com/alertbox/subscribe.html <br> <strong>Our mailing address is:</strong> <br> <div class="vcard"><span class="org fn">Nielsen Norman Group</span><div class="adr"><div class="street-address">48105 Warm Springs Blvd.</div><span class="locality">Fremont</span>, <span class="region">CA</span> <span class="postal-code">94539-7498, USA</span></div><br><a href="http://useit.us4.list-manage1.com/vcard?u=538d934a891681a5d850bb4e5&id=7f29a2b335" class="hcard-download">Add us to your address book</a></div> <br> <!-- --> </div> </td> <td valign="top"> <div style="color: #707070;font-family: Verdana,Calibri,Helvetica,Arial,sans-serif;font-size: 12px;line-height: 125%;text-align: left;"> <!-- -->Is this email not displaying correctly?<br> <a href="http://us4.campaign-archive1.com/?u=538d934a891681a5d850bb4e5&id=059fd524c6&e=f405d0f72c" target="_blank" style="color: #0033aa;font-weight: normal;text-decoration: underline;">View it in your browser</a>.<!-- --> </div> </td> </tr> <tr> <td colspan="2" valign="middle" id="utility" style="background-color: #FDFDFD;border-top: 1px solid #F5F5F5;"> <div style="color: #707070;font-family: Verdana,Calibri,Helvetica,Arial,sans-serif;font-size: 12px;line-height: 125%;text-align: center;"> <a href="http://useit.us4.list-manage.com/unsubscribe?u=538d934a891681a5d850bb4e5&id=7f29a2b335&e=f405d0f72c&c=059fd524c6" style="color: #0033aa;font-weight: normal;text-decoration: underline;">unsubscribe from this list</a> | <a href="http://useit.us4.list-manage1.com/profile?u=538d934a891681a5d850bb4e5&id=7f29a2b335&e=f405d0f72c" style="color: #0033aa;font-weight: normal;text-decoration: underline;">update subscription preferences</a> </div> </td> </tr> </table> <!-- // End Module: Standard Footer \\ --> </td> </tr> </table> <!-- // End Template Footer \\ --> </td> </tr> </table> <br> </td> </tr> </table> </center> <img src="http://useit.us4.list-manage.com/track/open.php?u=538d934a891681a5d850bb4e5&id=059fd524c6&e=f405d0f72c" height="1" width="1"></body> </html> --_----------=_MCPart_1039995770--