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Measuring the User Experience by William Albert, Thomas Tullis

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Chapter 5 Issues-Based Metrics

Most usability professionals probably consider identifying usability issues and providing design recommendations the most important part of their job. A usability issue might involve confusion around a particular term or piece of content, method of navigation, or just not noticing something that should be noticed. These types of issues, and many others, are typically identified as part of an iterative process in which designs are being evaluated and improved. This process provides tremendous value to product design and is the cornerstone of the usability profession.

Usability issues are generally thought of as purely qualitative. They typically include a description of a problem one or more participants experienced ...

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