Usability
HCI (Human-Computer Interaction) is a field of studies that explores the design, evaluation, and implementation of computer interfaces.(Issa & Isaias, 2015, p.22) In this field, the importance of Usability is emphasized. Usability concerns the quality of interaction between the user and the interface or computer.
So how does one determine the quality of interaction? Issa and Isais define the 5 criteria of usability which are Learnability, Flexibility, Robustness Efficiency, Memorability, Errors and Satisfaction. (Issa & Isaias, 2015, p.30)
To give a specific example, an instructor has created an online multiple-choice quiz for a course website. Based on the criteria, the following would be an example of users’ expectations regarding the usability of the quiz.
| Criteria | Users’ expectation on usability |
|---|---|
| Learnability | “It is easy to learn how to take the quiz” |
| Flexibility | “I can increase the font size of the quiz to make it easier to read the question” |
| Robustness | “I am able to access help if I encounter technical difficulties with the quiz” |
| Efficiency | “Once I learn how to take the quiz, it does not take time to complete the quiz” |
| Memorability | “I am able to remember how to take the quiz” |
| Error | “Even if I accidentally select the wrong answer, I am able to change it by selecting the correct one.” |
| Satisfaction | “I overall enjoyed the quiz” |
Users’ expectation on usability based on the criterias
Educational Usability
The criteria suggested by Issa & Isaias cover a wide range of usability aspects. However, from an educational perspective, they lack consideration for accessibility. The user experience for able-bodied students and students with disabilities may differ significantly. For instance, consider the quiz example: if a student with a visual impairment, who relies on a screen reader, takes the quiz, will they still be able to access and read it using the screen reader?
Usability Gone Wrong
Woolgar discussed multiple cases where usability went wrong, where usability study ended up configuring users. There are two examples that were discussed.
One example is the “Constructing Natural Users” episode where the user testing process directly influenced the test user’s behavior. The observer offered positive feedback for good performance (Woolgar, 1990, pp. 84-85). This does not mirror real-world product use, leading to a user testing result that misrepresents actual user behavior.
The other is the “Wrong Socket” episode where the user testing focused more on technical functionality of the product (in this case, Stratus 286) and not really the user itself. As a result, the testing did not effectively capture or address the user’s perspective and experience in interacting with the machine. (Woolgar, 1990 86-89) In this example, almost the design of the product shaped user expectations, where users are expected to adapt to the product rather than having the product designed to be intuitive for the user.
In both examples, Woolgar highlights the importance of making the user the center of the process when designing user tests.
Illustration of the situation when user testing goes wrong
Approach in Usability
“…the usability evaluation stage is an effective method by which a software development team can establish the positive and negative aspects of its prototype releases, and make the required changes before the system is delivered to the target users”
(Issa & Isaias, 2015, p. 29).
“…the design and production of a new entity…amounts to a process of configuring its user, where ‘configuring’ includes defining the identity of putative users, and setting constraints upon their likely future actions”
(Woolgar, 1990).
Comparing the two quotes by Issa & Isaias and Woolgar, they each approach user interface design from different angles. Issa and Isaias emphasize the importance of creating a prototype and obtaining user feedback to make the product more user-friendly before its launch. In contrast, Woolgar believes that the design of a product makes assumptions about users, shapes their behavior, and even constrains their actions. When compared, Issa and Isaias offer a more practical framework for improving the usability of the product. This is very similar to the Design Thinking approach, which involves an iterative product development cycle based on user feedback (What Is Design Thinking & Why Is It Important?, 2022). On the other hand, Woolgar’s approach addresses the impact of software design on users. For instance, the design of a multiple-choice quiz constrains users from expressing their answers in their own words, forcing them to choose from predetermined options. Given this, considering accessibility when designing interfaces is crucial. One example of this can be seen in the use of proctored exams. An article by Government Technology illustrates a case where the design of the technology significantly disadvantages disabled students.
References
Issa, T., & Isaias, P. (2015). Usability and Human Computer Interaction (HCI). In T. Issa & P. Isaias (Eds.), Sustainable Design: HCI, Usability and Environmental Concerns (pp. 19–36). Springer. https://doi.org/10.1007/978-1-4471-6753-2_2
Virtual Testing Puts Disabled Students at a Disadvantage. (2022, May 24). GovTech. https://www.govtech.com/education/k-12/virtual-testing-puts-disabled-students-at-a-disadvantage
What is Design Thinking & Why is it important? | HBS Online. (2022, January 18). Business Insights Blog. https://online.hbs.edu/blog/post/what-is-design-thinking
Woolgar, S. (1990). Configuring the user: The case of usability trials. The Sociological Review, 38(1_suppl), 58–99. https://doi.org/10.1111/j.1467-954X.1990.tb03349.x
Leave a Reply