Net Promoter Score (NPS)

NPS question: “How likely would you be to recommend this offering from XYZ to a friend or colleague?”

  • “Extremely likely” (10) Promoters
  • “Neutral” (5) Passives
  • “Not at all likely” (0) Detractors
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DECIDE: A framework to guide evaluation

    D E C I D E: A framework to guide evaluation

  1. Determine the goals
  2. Explore the questions
  3. Choose the evaluation paradigm and techniques
  4. Identify the practical issues
  5. Decide how to deal with the ethical issues
  6. Evaluate, interpret, and present the data

From: Preece, J., Rogers, Y., Sharp, H. (2002), Interaction Design: Beyond Human-Computer Interaction, New York: Wiley

User testing – 5 reasons!

    Five reasons to invest in user testing (according to B Tognazzini):

  1. Problems are fixed before the product is shipped, not after.
  2. The team can concentrate on real problems, not imaginary ones.
  3. Engineers code instead of debating.
  4. Time to market is sharply reduced.
  5. Finally, upon first release, your sales department has a rock-solid design without having to pepper their pitches with how it will all actually work in release 1.1 or 2.0

From: Preece, J., Rogers, Y., Sharp, H. (2002), Interaction Design: Beyond Human-Computer Interaction, New York: Wiley

Evaluation

  1. Evaluation and design are very closely integrated in
    user-centered design.
  2. Some of the same techniques are used in evaluation as in the
    activity of establishing requirements and identifying users’ needs,
    but they are used differently (e.g., interviews and
    questionnaires, etc.).
  3. Triangulation involves using combinations of techniques in
    concert to get different perspectives or to examine data in
    different ways.
  4. Dealing with constraints, such as gaining access to users or
    accommodating users’ routines, is an important skill for
    evaluators to develop.

From: Preece, J., Rogers, Y., Sharp, H. (2002), Interaction Design: Beyond Human-Computer Interaction, New York: Wiley, p. 337