Jeffrey Rubin, author of the first edition of this book, has more than 30 years of experience as a human factors and usability research consultant and lecturer. A pioneer in the field of usability testing, he has consulted for leading companies worldwide. Dana Chisnell is an independent user researcher and usability consultant. She has done usability, user interface design, and technical communications consulting and development since 1982. Companion Web site Go to www.wiley.com/go/usabilitytesting to find additional case examples, samples, and templates

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• Acknowledgments xiForeword xxixPreface to the Second Edition xxxiiiPart One Usability Testing: An OverviewChapter 1 What Makes Something Usable? 3What Do We Mean by ‘‘Usable’’? 4What Makes Something Less Usable? 6WhatMakes Products MoreUsable? 12What Are Techniques for Building in Usability? 16Chapter 2 What Is Usability Testing? 21Why Test? Goals of Testing 21Basics of the Methodology 23Chapter 3 When Should You Test? 27Our Types of Tests: An Overview 27Exploratory or Formative Study 29Assessment or Summative Test 34Validation or Verification Test 35Overview of the Methodology 36Comparison Test 37Iterative Testing: Test Types through the Lifecycle 39Chapter 4 Skills for Test Moderators 45Characteristics of a Good Test Moderator 48Getting the Most out of Your Participants 52Troubleshooting Typical Moderating Problems 56How to Improve Your Session-Moderating Skills 58Part Two The Process for Conducting a TestChapter 5 Develop the Test Plan 65Why Create a Test Plan? 65The Parts of a Test Plan 67Sample Test Plan 91Chapter 6 Set Up a Testing Environment 93Decide on a Location and Space 94Recommended Testing Environment: Minimalist Portable Lab 110Gather and Check Equipment, Artifacts, and Tools 111Identify Co-Researchers, Assistants, and Observers 112Chapter 7 Find and Select Participants 115Characterize Users 115Define the Criteria for Each User Group 119Determine the Number of Participants to Test 125Write the Screening Questionnaire 126Find Sources of Participants 131Screen and Select Participants 143Schedule and Confirm Participants 148Chapter 8 Prepare Test Materials 153Guidelines for Observers 154Orientation Script 155Background Questionnaire 162Data Collection Tools 165Nondisclosures, Consent Forms, and Recording Waivers 173Pre-Test Questionnaires and Interviews 174Prototypes or Products to Test 181Task Scenarios 182Optional Training Materials 187Use the Research Questions(s) from the Test Plan as the Basis for Your Content 193Common Question Formats 197Debriefing Guide 199Chapter 9 Conduct the Test Sessions 201Guidelines for Moderating Test Sessions 202Checklists for Getting Ready 213When to Intervene 225What Not to Say to Participants 227Chapter 10 Debrief the Participant and Observers 229Why Review with Participants and Observers? 229Techniques for Reviewing with Participants 230Where to Hold the Participant Debriefing Session 231Basic Debriefing Guidelines 231Advanced Debriefing Guidelines and Techniques 235Reviewing and Reaching Consensus with Observers 241Chapter 11 Analyze Data and Observations 245Compile Data 246Summarize Data 249Analyze Data 258Chapter 12 Report Findings and Recommendations 269What Is a Finding? 269Shape the Findings 269Draft the Report 271Develop Recommendations 277Refine the Report Format 283Create a Highlights Video or Presentation 283Part Three Advanced TechniquesChapter 13 Variations on the Basic Method 293Who? Testing with Special Populations 293What: Prototypes versus Real Products 299How? Techniques for Monitored Tests 302Where? Testing Outside a Lab 309Self-Reporting (Surveys, Diary Studies) 313Chapter 14 Expanding from Usability Testing to Designing the User Experience 315Stealth Mode: Establish Value 316Build on Successes 322Formalize Processes and Practices 323Expand UCD throughout the Organization 328Afterword 333Index 335