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Measuring the User Experience by William Albert, Thomas Tullis

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Chapter 4 Performance Metrics

Anyone who uses technology has to interact with some type of interface to accomplish his or her goals. For example, a user of a website clicks on different links, a user of a word-processing application enters information via a keyboard, and a user of a DVD player pushes buttons on a remote control. No matter the technology, users are behaving or interacting with a product in some way. These behaviors form the cornerstone of performance metrics.

Every type of user behavior is measurable in some way. For example, you can measure whether users clicking through a website found what they were looking for. You can measure how long it took users to enter and properly format a page of text in a word-processing application ...

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