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Usability Principles for
   Documentation
          Anupama Gummaraju
  STC Usability SIG Session, Aug 28 2010
Heuristic evaluation

Heuristic Evaluation (HE) is a method used to identify usability
issues in an interface.

A set of evaluators examine the interface and judge its
compliance with recognized usability principles (the
"heuristics")(Source NNG)

Evaluators are experts in the area of usability and design
Interfaces

                              application




e-comm website
Interfaces


             document
Interfaces
   embedded help in an interface
Interfaces


        tutorials/training material
Interfaces

             online help
Content Reviews

Peer-to-peer OR technical reviews OR SME reviews focus on quality-
checking content and presentation

   formatting

   missing information, completeness

   spellos

   ordering of information

   accuracy of content

Do not check usability issues - usability issues are design-centric, rather
than content-centric
Heuristic Evaluation is...




•   design-oriented evaluation

•   rather than

•   content quality focused evaluation
Existing Methods

Vesa Purho’s heuristics (published in Usability Interface, April 2000)

   Match between documentation and the real world
   Match between documentation and the product
   Purposeful documentation where the intended usage is clear to users

   Support for different users

   Effective information design

   Support for various methods for searching Information

   Task orientation

   Troubleshooting

   Consistency and standards

   Help on using documentation
Existing Methods

Donn DeBoard’s heuristics and questionnaire

   Effective, Efficient, Engaging, Error tolerant, and Easy to Learn
Donn DeBoard...
Donn DeBoard...
Donn DeBoard...
Developing your method

Which heuristics apply?

   Access the help: example

      located where the user can find it easily

      uses appropriate media

      tells how the Help can be used




                                                  Copyright Infosys Technologies Ltd.
Developing your method

Find the information: example

   informs the user of his/her current location in the Help

   provides different ways to find information - ToC, index, search

   informs the purpose of sectioned content

   intuitive names and structure for the content

   uses same terminology as the product

   supports experienced and new users



                                                    Copyright Infosys Technologies Ltd.
Developing your method

Use the information: example

   task-based content

   examples and visual aids

   user control over how much information to present (experience)

   use the help along with the product




                                                 Copyright Infosys Technologies Ltd.
Developing your method

    What method do I use to evaluate content using these heuristics?

       questionnaire

       checklist

       group review

       rating scale

•      Report example

        Problem
                        Location   Heuristic violated   Severity   Recommendation
       description
Process

•   Typical process

       Identify the section/s you want evaluated

       Brief the evaluators (product context, usage, users, key tasks and
       goals)

       Fix a review time

       Get the evaluation done

       Apply findings
Test and apply your method

Do a pilot

Refine your method based on the findings

Wire it into your documentation process

   ToC stage

   1st / 2nd stage draft completion

   On the final product
References

http://www.stcsig.org/usability/

www.boxesandarrows.com

www.usability.gov

www.wqusability.com

Human Factors for Technical Communicators - Maraiana Coe
•   Thank you

•   anu.gummaraju@gmail.com

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Usability heuristics for documentation by Anupama Gummaraju

  • 1. Usability Principles for Documentation Anupama Gummaraju STC Usability SIG Session, Aug 28 2010
  • 2. Heuristic evaluation Heuristic Evaluation (HE) is a method used to identify usability issues in an interface. A set of evaluators examine the interface and judge its compliance with recognized usability principles (the "heuristics")(Source NNG) Evaluators are experts in the area of usability and design
  • 3. Interfaces application e-comm website
  • 4. Interfaces document
  • 5. Interfaces embedded help in an interface
  • 6. Interfaces tutorials/training material
  • 7. Interfaces online help
  • 8. Content Reviews Peer-to-peer OR technical reviews OR SME reviews focus on quality- checking content and presentation formatting missing information, completeness spellos ordering of information accuracy of content Do not check usability issues - usability issues are design-centric, rather than content-centric
  • 9. Heuristic Evaluation is... • design-oriented evaluation • rather than • content quality focused evaluation
  • 10. Existing Methods Vesa Purho’s heuristics (published in Usability Interface, April 2000) Match between documentation and the real world Match between documentation and the product Purposeful documentation where the intended usage is clear to users Support for different users Effective information design Support for various methods for searching Information Task orientation Troubleshooting Consistency and standards Help on using documentation
  • 11. Existing Methods Donn DeBoard’s heuristics and questionnaire Effective, Efficient, Engaging, Error tolerant, and Easy to Learn
  • 15. Developing your method Which heuristics apply? Access the help: example located where the user can find it easily uses appropriate media tells how the Help can be used Copyright Infosys Technologies Ltd.
  • 16. Developing your method Find the information: example informs the user of his/her current location in the Help provides different ways to find information - ToC, index, search informs the purpose of sectioned content intuitive names and structure for the content uses same terminology as the product supports experienced and new users Copyright Infosys Technologies Ltd.
  • 17. Developing your method Use the information: example task-based content examples and visual aids user control over how much information to present (experience) use the help along with the product Copyright Infosys Technologies Ltd.
  • 18. Developing your method What method do I use to evaluate content using these heuristics? questionnaire checklist group review rating scale • Report example Problem Location Heuristic violated Severity Recommendation description
  • 19. Process • Typical process Identify the section/s you want evaluated Brief the evaluators (product context, usage, users, key tasks and goals) Fix a review time Get the evaluation done Apply findings
  • 20. Test and apply your method Do a pilot Refine your method based on the findings Wire it into your documentation process ToC stage 1st / 2nd stage draft completion On the final product
  • 22. Thank you • anu.gummaraju@gmail.com