Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

10

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

11

Documentation Usability Techniques

Chauncey E. Wilson Chaunsee@aol.com October 30, 1999

Method Read and Locate Test

Focus General sense of ease of navigation and organization of information Use to verify unique features of all types of Online Help. If performance isnt an issue, participants are generally ask to think aloud Use to see if users grasp key concepts (e.g., security) Detailed edit of instructions. User is asked to read through text and mark up things that are hard to understand, wordy, inconsistent, etc. Formal inspection of document with focus on usability, readability, and consistency issues. A common UI design technique. Users keep a diary of their experience with the documentation (and product). Use audio computers found on most computers to create an audio diary. A window pops up once for each user asking if the user will fill out a short survey. If the person says, Yes, the survey appears. A user only gets one instance of this. Wire up some customers so that their use of Help is logged. Have them send longs back once a week. Ask users to mark up the hard copy with comments and send it to you.

Notes Need a fairly large sample and must spend time on representative questions. Finding participants is the biggest issue. Can be used for performance testing (how fast, how many errors)

Laboratory Testing

Summary Test

Users read a section of documentation and reflect back what they think it means. Scoring may not be easy. Useful for procedural help to see if language is clear, anything is missing, terminology is consistent

Usability Edit

User Interface Inspections

Catches many details. Should have writers from different groups in on the inspection to improve consistency. Requires some minimal training. Should not be the only method used. Requires dedicated users.

Diaries of Documentation Usage

Audio Diaries

Need a microphone. Users can email their audio file to you. Easy to turn on and off. Can be used for surveys and diaries. See www.surveysite.com for an example.

Pop-up Web Surveys

Logging of Online Help Usage

Security issues. Must develop or purchase logging software that will log all forms of help usage and point to the topic of interest. Requires some dedication and some markup training..

Mark Up of Documentation

Chauncey E. Wilson

WilDesign Consulting

12

Chauncey E. Wilson

WilDesign Consulting

13