Inhaltsverzeichnis

Alle Kapitel aufklappen
Alle Kapitel zuklappen
Foreword
21
1 Introduction
23
1.1 Who Is This Book Written For?
23
1.2 Why Should You Read This Book?
24
1.3 How Should You Read This Book?
27
1.4 Your Constant Companions: Our Three Examples
28
1.4.1 moveHUB: The Mobility App for Every Occasion
29
1.4.2 BusinessBooster: The CRM BI Tool for Small and Medium-Sized Enterprises
30
1.4.3 Healthyfy: The Platform for Connecting Patients and Healthcare Professionals
32
2 The Most Important Terms and Their History
35
2.1 The (Pre-)History of Usability and UX
35
2.1.1 Ancient Greece and Hippocrates of Kos
35
2.1.2 The Renaissance and Leonardo da Vinci
36
2.1.3 The Industrial Revolution
36
2.1.4 Work Science
36
2.1.5 Ergonomics
38
2.1.6 Human Factors
38
2.1.7 Software Ergonomics
39
2.1.8 Human-Machine Interaction
39
2.1.9 Human-Computer Interaction
40
2.1.10 Conclusion
40
2.2 Usability and UX Design: The Core Concepts
40
2.2.1 Usability
41
2.2.2 User Experience
42
2.2.3 Design
43
2.2.4 Users
44
2.2.5 Context of Use
49
2.3 The Interplay of Ergonomics, Usability, and UX
50
2.3.1 The Tree Metaphor
50
2.3.2 The Kano Model
54
2.3.3 Ergonomics versus Usability versus UX at moveHUB
56
2.3.4 Ergonomics versus Usability versus UX at BusinessBooster
58
2.3.5 Ergonomics versus Usability versus UX at Healthyfy
60
3 Usability and UX as Key Factors for Outstanding Products
63
3.1 What Is Return on Investment?
64
3.2 Metrics for Business Success
64
3.2.1 Metrics Related to Systems, Products, or Services
65
3.2.2 User- and Customer-Related Measures
66
3.2.3 Service-Related Metrics
67
3.2.4 Choosing the Appropriate Metrics
68
3.3 Planning instead of Discovering ROI
69
3.4 Metrics for Business Success: B2C versus B2B Sectors
71
3.5 What ROI Is Achievable through Usability and UX Design?
73
3.5.1 Studies on the ROI of Usability and UX Design
73
3.5.2 Feedback from Our Customers on the ROI of Usability and UX Design
75
3.6 Case Study: Measuring ROI at moveHUB
76
3.7 Case Study: Measuring ROI at BusinessBooster
77
3.8 Case Study: Measuring ROI at Healthyfy
78
4 How to “Do” Usability and UX Design
81
4.1 The ISO 9241-210 Standard: Human-Centered Design for Interactive Systems
81
4.1.1 Step 1: Plan the Human-Centered Design Process
83
4.1.2 Step 2: Understand and Specify the Context of Use
84
4.1.3 Step 3: Specify the User Requirements
85
4.1.4 Step 4: Producing Design Solutions
86
4.1.5 Step 5: Evaluating the Design
87
4.1.6 Conclusion
88
4.2 Design Thinking
88
4.2.1 Step 1: Understand
90
4.2.2 Step 2: Observe
91
4.2.3 Step 3: Define Point of View
91
4.2.4 Step 4: Ideate
92
4.2.5 Step 5: Prototype
98
4.2.6 Step 6: Test
99
4.2.7 Conclusion
100
4.3 Minimum Viable Product
100
4.3.1 Step 1: Build
102
4.3.2 Step 2: Measure
102
4.3.3 Step 3: Learn
103
4.3.4 Conclusion
104
4.4 Double Diamond
104
4.4.1 Phase 1: Discover
105
4.4.2 Phase 2: Define
106
4.4.3 Phase 3: Develop
106
4.4.4 Phase 4: Deliver
107
4.4.5 Key Principles
107
4.4.6 Conclusion
107
4.5 Usability Engineering for Medical Devices According to the IEC 62366-1 Standard
108
4.5.1 Conclusion
110
4.6 Commonalities among Methods
110
4.6.1 Analysis of Customer Needs
111
4.6.2 Iterative Optimization of the Solution
112
4.6.3 Learning from Direct User/Customer Feedback
113
4.6.4 Speed as an Objective
113
4.6.5 Success through Collaboration
114
4.6.6 Visualization as a Means of Choice
114
5 Data-Driven UX Design
117
5.1 The Goal of the Data-Driven UX Design Process
117
5.2 The Data-Driven UX Design Process
119
5.2.1 How to Get the Most Value from the Process
120
5.2.2 Brief Overview of the Data-Driven UX Design Process
121
5.2.3 Context of Use Analysis, Including Risk Assessment and Documentation
122
5.2.4 Deriving and Documenting Usage Requirements
124
5.2.5 Developing Design Solutions Based on Risk and Usage
126
5.2.6 Evaluation of Design Solutions Prioritized by Risk and Frequency of Use
128
5.3 The Flexibility and Risk Matrix: How Much Data Do You Really Need?
130
5.3.1 The Flexibility of Your Solution
131
5.3.2 The Risk of Your Solution
133
5.3.3 Working with the Flexibility and Risk Matrix
135
5.4 Objective versus Subjective Data
137
5.5 Quantitative versus Qualitative Data
140
5.6 Critically Evaluating Data
141
5.6.1 Where Does the Data Come From?
141
5.6.2 Objective Data or Interpretation
142
5.6.3 Is the Frame of Reference Correct?
143
5.6.4 Have You Had Value Judgments or Statements Explained?
144
5.6.5 Is the Data Complete and Meaningful?
144
5.7 Quick Help for Categorization
145
5.7.1 Do You Need Data during Development?
145
5.7.2 How Much Data Do You Need?
146
5.7.3 What Type of Data Do You Need?
146
5.7.4 Conclusion
147
6 A Helpful Mindset for Usability and UX Design
149
6.1 Assumptions versus Knowledge
150
6.1.1 Clearly Revealing One’s Own Assumptions
150
6.1.2 Distinguishing Assumptions from Knowledge
151
6.1.3 Why Do I Need Data for This?
154
6.1.4 Examples of Mostly-False-and-Seldom-True Assumptions
157
6.2 Users Don’t Know What They Want!
164
6.2.1 Task and Goal Expertise versus Design Expertise
164
6.2.2 Bringing Together the Expertise
168
6.2.3 Creating Outstanding Solutions with Users
169
6.3 Key Skills for User Researchers: Observe, Ask Questions, and Listen
170
6.3.1 Observing
171
6.3.2 Asking Questions
175
6.3.3 Listening
179
6.3.4 Your Mindset as a User Researcher
181
6.4 Design as a Learnable Process
183
6.4.1 The Role of Creativity
183
6.4.2 The Role of Talent, Practice, Experience, and Knowledge
183
6.4.3 What Do I Need to Learn to Become a Usability and UX Designer?
185
6.5 Testing and Corporate Culture
186
7 Foundations
189
7.1 Psychological Foundations: Don’t Worry, It’s about People
189
7.2 Perception: The Human Sensory System
190
7.2.1 The Eye
191
7.2.2 The Ear
203
7.2.3 The Skin
211
7.2.4 The Tongue
218
7.2.5 The Nose
220
7.2.6 Conclusion
223
7.3 Human Information Processing
224
7.3.1 Basics of the Model
225
7.3.2 Stimulus
226
7.3.3 Discover
226
7.3.4 Recognize
229
7.3.5 Decide
232
7.3.6 Act
235
7.3.7 Reaction
237
7.3.8 Memory
237
7.3.9 Conclusion
242
7.4 Design Basics
243
7.4.1 Impact of Design
243
7.4.2 Basic Elements of Visual Design
247
7.4.3 Gestalt Principles
269
7.4.4 Interaction Principles
278
8 Data-Driven UX Design in Detail: Preparation
305
8.1 Planning the Data-Driven UX Design Process
306
8.1.1 Who Should Participate in the Stakeholder Workshop?
306
8.1.2 The Agenda of the Stakeholder Workshop
308
8.2 Integrating Data-Driven UX Design into Agile Development Projects
314
8.3 Plan for the Appropriate Amount of Effort
317
9 Data-Driven UX Design in Detail: Context of Use Analysis
321
9.1 What Questions Should the Context of Use Analysis Answer?
322
9.2 What Is the Context of Use Anyway?
324
9.2.1 The Users
324
9.2.2 The Patients (Medical Devices)
325
9.2.3 The Task
327
9.2.4 The Goals
328
9.2.5 The Resources
329
9.2.6 The Environment
331
9.2.7 Risk, Frequency, and Conclusion
333
9.3 Methods of Context of Use Analysis
333
9.3.1 Secondary Research/Desk Research
334
9.3.2 Field Observation
339
9.3.3 Interview/Jobs-to-Be-Done
343
9.3.4 Group Discussions/Focus Groups
350
9.3.5 Quantitative Survey/Questionnaires
355
9.3.6 Contextual Inquiry
360
9.3.7 Analysis of Quantitative Usage Data
364
9.3.8 Web Tracking/Click Analysis
366
9.3.9 Ticket and Feedback Analysis
369
9.4 Analytical Methods of the Context of Use Analysis
373
9.4.1 Task Analysis
373
9.4.2 User or Customer Journey Mapping/Touchpoint Analysis
380
9.4.3 Personas and Empathy Maps
384
9.5 Practical Examples for Context Analysis
391
9.5.1 Context Analysis at moveHUB
391
9.5.2 Context Analysis at BusinessBooster
393
9.5.3 Context Analysis at Healthyfy
397
10 Data-Driven UX Design in Detail: Specifying Usage Requirements
401
10.1 Consider Your Personas or Empathy Maps
402
10.2 Use Cases and User Stories: How Not to Do It and How to Do It Anyway
404
10.2.1 Use Cases
404
10.2.2 User Stories
405
10.3 From User Stories to Requirements
411
10.3.1 Fixed Requirements
411
10.3.2 Range Requirements
412
10.3.3 Requirement versus Wish
416
10.3.4 Documenting and Formulating Requirements
416
10.3.5 Where Do the Values in the Requirements Come From?
418
10.4 Formulating Requirements for moveHUB
419
10.5 Formulating Requirements for BusinessBooster
421
10.6 Formulating Requirements for Healthyfy
422
11 Data-Driven UX Design in Detail: Developing Design Solutions
425
11.1 Reminder: What Is the Goal of Design, and How Do We Go About It?
425
11.2 Design Research
426
11.3 From Coarse to Fine
429
11.4 Developing Basic Solution Options
430
11.4.1 How to Turn a 2 into a 3
432
11.4.2 How to Deal with Too Many 3-Point Ideas
432
11.4.3 Conclusion
433
11.5 Working with Prototypes
433
11.5.1 Horizontal and Vertical Prototypes
434
11.5.2 High- and Low-Fidelity Prototypes
435
11.5.3 Which Prototype Should Be Used and When?
437
11.6 Wireframes
438
11.6.1 Buttons
445
11.6.2 Dropdowns
447
11.6.3 Radio Buttons
449
11.6.4 Input Fields or Text Fields
451
11.6.5 Combo Boxes
454
11.6.6 Checkboxes
455
11.6.7 Accordions
457
11.6.8 Toggle Buttons
458
11.6.9 Sliders
460
11.6.10 Calendars
461
11.6.11 Time Pickers
464
11.6.12 Color Selection
466
11.6.13 Information Buttons, Info Buttons, and Tool Tips
468
11.6.14 Popups
469
11.6.15 Menu Bars
472
11.6.16 Carousels
474
11.6.17 Webpage Sliders
477
11.6.18 Labels and Text Blocks
478
11.6.19 Images, Icons, and Placeholders
478
11.6.20 Special Case: Warnings
480
11.6.21 Conclusion
481
11.7 User Interface Quality Check: The Design Grid
481
11.8 Screen Flows
485
11.9 Click Dummies
487
11.9.1 Tools for Creating Click Dummies
488
11.9.2 Making the Design Testable
491
11.10 Desktop, Mobile, or Smartwatch First?
492
11.11 Responsive Design
495
11.12 Visual Design
497
11.12.1 Visual Design Research
497
11.12.2 The Association Space
500
11.12.3 Proto-Mood Boards
503
11.12.4 Closing Gaps in the Proto-Mood Board
504
11.12.5 From Proto-Mood Boards to Mood Boards
505
11.12.6 The Visual Design Concept
506
11.12.7 Creating Visual Prototypes (Click Dummies)
506
11.12.8 The Style Guide
507
11.13 Excursion: Low-Code and No-Code
508
11.14 Example: Possible Design Steps for moveHUB
509
11.15 Example: Possible Design Steps for BusinessBooster
511
11.16 Example: Possible Design Steps for Healthyfy
512
12 Data-Driven UX Design in Detail: Evaluating Design Solutions
515
12.1 Formative versus Summative Testing
515
12.2 Identifying Knowledge Gaps
519
12.3 User Evaluation versus Expert Evaluation
521
12.4 Remote versus On-Site
522
12.4.1 Dependence on Technical Infrastructure
522
12.4.2 Loss of Important Information
523
12.4.3 Less Control over Confidentiality
523
12.4.4 Non-Digital Products Cannot Be Tested without Bias
524
12.4.5 Conclusion
525
12.5 Designing Test Cases
525
12.5.1 Preconditions
526
12.5.2 Instructions for the User
527
12.5.3 Correct Execution of the Task
528
12.5.4 Postcondition after Correct Execution
529
12.5.5 Determine the Number of Test Cases
529
12.6 The Methods Presented
529
12.7 The Usability and UX Test
530
12.7.1 How Does It Work?
531
12.7.2 When Is It Used?
536
12.7.3 What Do You Need?
537
12.7.4 What Are the Advantages?
538
12.7.5 What Are the Disadvantages?
538
12.7.6 What Are the Alternatives?
539
12.8 Usability and UX Sprint
540
12.8.1 How Does It Work?
540
12.8.2 When Is It Used?
542
12.8.3 What Do You Need?
542
12.8.4 What Are the Advantages?
543
12.8.5 What Are the Disadvantages?
543
12.8.6 What Are the Alternatives?
544
12.9 Rapid User Tests
544
12.9.1 How Does It Work?
545
12.9.2 When Is It Used?
545
12.9.3 What Do You Need?
546
12.9.4 What Are the Advantages?
546
12.9.5 What Are the Disadvantages?
546
12.9.6 What Are the Alternatives?
547
12.10 A/B Testing
548
12.10.1 How Does It Work?
548
12.10.2 When Is It Used?
550
12.10.3 What Do You Need?
550
12.10.4 What Are the Advantages?
551
12.10.5 What Are the Disadvantages?
551
12.10.6 What Are the Alternatives?
552
12.11 UX Benchmarking
552
12.11.1 How Does It Work?
552
12.11.2 When Is It Used?
554
12.11.3 What Do You Need?
554
12.11.4 What Are the Advantages?
556
12.11.5 What Are the Disadvantages?
556
12.11.6 What Are the Alternatives?
556
12.12 5-Second Test
557
12.12.1 How Does It Work?
557
12.12.2 When Is It Used?
558
12.12.3 What Do You Need?
559
12.12.4 What Are the Advantages?
559
12.12.5 What Are the Disadvantages?
560
12.12.6 What Are the Alternatives?
560
12.13 Standardized Questionnaires
561
12.13.1 How Does It Work?
561
12.13.2 When Is It Used?
570
12.13.3 What Do You Need?
571
12.13.4 What Are the Advantages?
571
12.13.5 What Are the Disadvantages?
571
12.13.6 What Are the Alternatives?
572
12.14 Analysis of Quantitative Usage Data
573
12.14.1 How Does It Work?
573
12.14.2 When Is It Used?
573
12.14.3 What Do You Need?
574
12.14.4 What Are the Advantages?
574
12.14.5 What Are the Disadvantages?
575
12.14.6 What Are the Alternatives?
575
12.15 Web Tracking/Click Analysis
576
12.16 Diary Study
577
12.16.1 How Does It Work?
577
12.16.2 When Is It Used?
580
12.16.3 What Do You Need?
580
12.16.4 What Are the Advantages?
581
12.16.5 What Are the Disadvantages?
581
12.16.6 What Are the Alternatives?
581
12.17 Card Sorting
582
12.17.1 How Does It Work?
582
12.17.2 When Is It Used?
585
12.17.3 What Do You Need?
585
12.17.4 What Are the Advantages?
586
12.17.5 What Are the Disadvantages?
586
12.17.6 What Are the Alternatives?
586
12.18 Expert Review
587
12.18.1 How Does It Work?
587
12.18.2 When Is It Used?
589
12.18.3 What Do You Need?
589
12.18.4 What Are the Advantages?
589
12.18.5 What Are the Disadvantages?
590
12.18.6 What Are the Alternatives?
590
12.19 Association Space Test
591
12.19.1 How Does It Work?
591
12.19.2 When Is It Used?
592
12.19.3 What Do You Need?
593
12.19.4 What Are the Advantages?
593
12.19.5 What Are the Disadvantages?
593
12.19.6 What Are the Alternatives?
593
12.20 Eye Tracking
594
12.20.1 How Does It Work?
594
12.20.2 When Is It Used?
597
12.20.3 What Do You Need?
597
12.20.4 What Are the Advantages?
597
12.20.5 What Are the Disadvantages?
598
12.20.6 What Are the Alternatives?
598
12.21 Physiological Measurement Methods
599
12.21.1 How Does It Work?
600
12.21.2 When Is It Used?
600
12.21.3 What Do You Need?
601
12.21.4 What Are the Advantages?
601
12.21.5 What Are the Disadvantages?
601
12.21.6 What Are the Alternatives?
601
12.22 Analyzing Errors Using Root Cause Analysis
602
12.23 Learning from the Data and Making Informed Decisions
608
12.23.1 Implementing Feedback
608
12.23.2 Documenting Decisions
610
12.24 Evaluations in Medical Device Development
610
12.25 Example: Evaluation Methods for moveHUB
611
12.26 Example: Evaluation Methods for BusinessBooster
612
12.27 Example: Evaluation Methods for Healthyfy
614
13 Design, Get Data, Repeat: When Is It Enough?
617
13.1 Determining the Transition Based on Quality
618
13.2 Determining the Transition Based on Time
619
13.3 Should You Readjust? The Flexibility and Risk Matrix as an Aid
620
13.4 Choosing the Right Approach
622
13.5 What’s Next for moveHUB
623
13.6 What’s Next for BusinessBooster
623
13.7 What’s Next for Healthyfy
624
14 Decision Matrix for Method Selection
625
15 Wrap-Up and Conclusion
633
15.1 It’s All about the Users
633
15.2 Usability and UX Design Is Interdisciplinary
634
15.3 UX Is Not Designed, It Is Experienced
634
15.4 The Path to an Outstanding Product Is Iterative
634
15.5 Once You Start with Usability and UX Design, You Never Stop
635
15.6 Design Based on Data
635
15.7 Closing Words and Call for Participation
636
Appendices
637
A Glossary
639
B Bibliography
653
C The Authors
663
Index
665