Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics

by Bill Albert, Tom Tullis

Overview

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

Product Details

ISBN-13:	9780124157927
Publisher:	Morgan Kaufmann Publishers
Publication date:	05/23/2013
Series:	Interactive Technologies
Sold by:	Barnes & Noble
Format:	eBook
Pages:	320
File size:	6 MB

About the Author

William (Bill) Albert is Senior Vice President and Global Head of Customer Development at Mach49, a growth incubator for global businesses. Prior to joining Mach49, Bill was Executive Director of the Bentley University User Experience Center (UXC) for almost 13 years. Also, he was Director of User Experience at Fidelity Investments, Senior User Interface Researcher at Lycos, and Post-Doctoral Researcher at Nissan Cambridge Basic Research. He has more than twenty years of experience in user experience research, design, and strategy. Bill has published and presented his research at more than 50 national and international conferences, and published in many peer-reviewed academic journals within the fields of User Experience, Usability, and Human-Computer Interaction. In 2010 he co-authored (with Tom Tullis and Donna Tedesco), "Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies, published by Elsevier/Morgan Kauffman.Thomas S. (Tom) Tullis retired as Vice President of User Experience Research at Fidelity Investments in 2017. Tom was also an Adjunct Professor in Human Factors in Information Design at Bentley University since 2004. He joined Fidelity in 1993 and was instrumental in the development of the company's User Research department, whose facilities include state-of-the-art Usability Labs. Prior to joining Fidelity, he held positions at Canon Information Systems, McDonnell Douglas, Unisys Corporation, and Bell Laboratories. He and Fidelity's usability team have been featured in a number of publications, including Newsweek, Business 2.0, Money, The Boston Globe, The Wall Street Journal, and The New York Times.
William (Bill) Albert is Senior Vice President and Global Head of Customer Development at Mach49, a growth incubator for global businesses. Prior to joining Mach49, Bill was Executive Director of the Bentley University User Experience Center (UXC) for almost 13 years. Also, he was Director of User Experience at Fidelity Investments, Senior User Interface Researcher at Lycos, and Post-Doctoral Researcher at Nissan Cambridge Basic Research. He has more than twenty years of experience in user experience research, design, and strategy. Bill has published and presented his research at more than 50 national and international conferences, and published in many peer-reviewed academic journals within the fields of User Experience, Usability, and Human-Computer Interaction. In 2010 he co-authored (with Tom Tullis and Donna Tedesco), “Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies,” published by Elsevier/Morgan Kauffman.
Thomas S. (Tom) Tullis retired as Vice President of User Experience Research at Fidelity Investments in 2017. Tom was also an Adjunct Professor in Human Factors in Information Design at Bentley University since 2004. He joined Fidelity in 1993 and was instrumental in the development of the company’s User Research department, whose facilities include state-of-the-art Usability Labs. Prior to joining Fidelity, he held positions at Canon Information Systems, McDonnell Douglas, Unisys Corporation, and Bell Laboratories. He and Fidelity’s usability team have been featured in a number of publications, including Newsweek, Business 2.0, Money, The Boston Globe, The Wall Street Journal, and The New York Times.

Table of Contents

Chapter 1 Introduction Chapter 2 Background Chapter 3 Planning Chapter 4 Performance Metrics Chapter 5 Issue-Based Metrics Chapter 6 Self-Reported Metrics Chapter 7 Behavioral and Physiological Metrics Chapter 8 Combined and Comparative Metrics Chapter 9 Special Topics Chapter 10 Case Studies Chapter 11 Ten Keys to Success

What People are Saying About This

From the Publisher

Find practical, detailed instructions on how to measure the user experience for web sites, applications, and products of all kinds

Editorial Reviews

"This book discusses various efforts to identify, collect, analyze, improve, and present metrics that can be used to measure usability…It is well made. It is also fun to read. I recommend it to managers interested in or in charge of user experience design for their products." —ComputingReviews.com, January 2014

"…the source of the data in this book is focused more on the data that you collect while performing user research, but the bottom line is that it will help you improve your data analysis skills…this is a great reference book when you feel stuck with a set of user research data, but cannot figure out how to derive value from it." —Actual Insights blog, October 2013

"This is a how-to guide not a theoretical treatise, they say, providing practical advice about what metrics to collect in what situations, how to collect them, how to make sense of the data using various analysis techniques, and how to present the results in the clearest and most compelling way." —Reference & Research Book News, October 2013

"This book is a great resource about the many ways to gather usability metrics without busting your budget. If you're ready to take your company’s user experience process to the next maturity level, Tullis and Albert are here for you and share generously of their vast experience. Highly recommended." —Jakob Nielsen, Principal of Nielsen Norman Group, author of Usability Engineering and Mobile Usability

"A great second edition, with updated content based on new research and completely new case studies. If you work in the field of user experience, you should buy this book, read it, and use it." —James R. (Jim) Lewis, Ph.D., CHFP, Senior Human Factors Engineer, IBM Software Group

"This book is amazing. It's everything you need to know about measuring the user experience. If you are a user experience professional you must read it. Not skim — read. It's well written, and very thorough. I'll be keeping it close at hand as my "go-to" book." —Susan Weinschenk, Ph.D., Founder of the Weinschenk Institute

From the Publisher