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Rent a Car in Just 0, 60, 240 or 1,217 Seconds? Comparative Usability Measurement, CUE-8

Rolf Molich, Jarinee Chattratichart, Veronica Hinkle, Janne Jul Jensen, Jurek Kirakowski, Jeff Sauro, Tomer Sharon, Brian Traynor

Journal of Usability Studies, Volume 6, Issue 1, November 2010, pp. 8 - 24

Article Contents


Conclusion

Usability metrics expose weaknesses in testing methods (recruiting, task definitions, user-interactions, task success criteria, etc.) that likely exist with qualitative testing but are less noticeable in the final results. With qualitative data it is difficult to know how reliable results are or how consistent methods are when all you are producing are problem lists. Of course, you can also show anything you want with statistics—but while you can, it is harder with statistics than without.

Unmoderated measurements are attractive from a resource point of view; however, data contamination is a serious problem and it is not always clear what you are actually measuring. While both moderated and unmoderated testing have opportunities for things to go wrong, it is more difficult to detect and correct these with unmoderated testing. We recommend further studies of how data contamination can be prevented and how contaminated data can be cleaned efficiently.

For unmoderated measurements the ease of use and intrusiveness of the remote tool influences measurements. Some teams complained about clunky interfaces. We recommend that practitioners demand usable products for usability measurements.

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