Human-Computer Interaction: Ergonomics and User Interfaces - Vol. 1

By Hans-Jörg Bullinger; Jürgen Ziegler | Go to book overview
guessing error the standard deviation of all matrix elements is calculated. The elements having the highest standard deviation are then discussed in an evaluators' meeting. In this meeting the evaluators having done the most untypical estimations can still change them.Then the average values of the estimated matrix elements by all evaluators are calculated. This average values matrix is used for further processing.
5
Calculation of the Improvement Potential
Every problem has an associated problem call rate as defined earlier. This figure is indicated in the matrix representation below the name of each problem.The improvement potential of an action is calculated as follows: Multiply all matrix elements in the matrix line associated to the action by the problem call rate of the corresponding matrix columns. Add up the results.The improvement potential of all actions for a specific problem is calculated as follows: Multiply all matrix elements in the matrix column associated to the problem. Multiply the result by the problem's call rate. (This calculation is valid under the assumptions of independent or non-overlapping actions and equal distribution of problems within the pool of calling customers. The latter assumption simplifies reality and hence limits accuracy of the calculation.)The total improvement potential of all actions and problems is calculated by adding up the single improvement potential figures for all problems.If replacing the percent call rate figures by call center costs the improvement potential becomes a realistic figure that can be compared to the change costs.Accuracy of this figure is best if the problem clusters and the actions have been defined in the most detailed way that still allows easy handling of the matrix.Ranking. The single action proposals can now be ranked according to their improvement potential. This ranking can be used as an action priority list for running changes or development of new user interfaces.It closes the overall feedback loop about customer satisfaction and product usability and can be used as a valuable quality process tool and decision aid.
6
References
Baumann, K., Lanz, H. ( 1998). "Mensch-Maschine-Schnittstellen elektronischer Geraete". Berlin, Heidelberg: Springer.
Marcus, A. ( 1999). "Finding the Right Way: A Case Study about Designing the User Interface for Motorola's ADVANCE Vehicle-Navigation System". Unpublished case study.
Nielsen, J., Norman, D. ( 1999). Nielsen Norman Group: Company Backgrounder.
Philips Consumer Communications ( 1999). FWD Calendar 1999.

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