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Usability is a key quality of any software product. Software
is purchased for a variety of reasons: entertainment, communication,
accounting, time management, or production. If the software itself
presents a challenge in achieving a result, its intended purpose
suffers even more. Most software automates routine tasks, but
can add layers of complexity and confusion based on the interface,
the way it functions, and suitability to the work at hand. Prior
to the introduction of the software into the general market,
it must be tested to assure that it can be used by a wide cross-section
of its intended audience.
SSSI has an in-depth program of customer support options.
From product documentation to direct telephone support, our response
structure assists customers with issues and concerns ranging
from implementation to operational reports. You can always expect
a focused response that meets your needs, available when you
want it.
The failure of many development efforts is to rely solely on
users "wish lists." Asking users for lists of features
or fixes they want added to the next product is good public relations,
but is incomplete. These descriptions point to a need, but they
don't create a solution. A solution is based on meeting a real
need. Testing assures that real software users have a real tool
to meet daily challenges.
Goals are an essential element of testing. Definition of the
testing objective or objectives is critical to assure that correct
information is developed during the course of the investigation.
Set reasonable goals - and run a series of tests to investigate
all the issues highlighted by the goals. Testing goals can be
formative or summative. the overall goal of testing is to locate
and define usability deficiencies. A formative evaluation improves
a product during development, while summative evaluations analyze
the quality of the interface by quantitative means.
The testing process is straightforward. Select users who would
typically use the feature being tested. Give them realistic tasks
to complete, ask them to "think out loud" while they
work, and note if they experienced frustration or satisfaction
with the feature. A usability specialist or developer sometimes
prompts the user for more information along the way, and answers
questions to keep the user on task.
Actual testing should begin with a discussion of the interface
for known usability problems and errors already documented but
unresolved. Fully instruct the respondents as to the evaluation
methodology and documentation tools provided. Assure the respondents
that any information is valuable; even if they "assume"
that inexperience and unfamiliarity cause usability challenges.
Additional triggers for usability evaluation include help desk
inquiries, email inquiries, and professional critiques of the
software.
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