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Measuring the User Experience by William Albert, Thomas Tullis

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Chapter 6 Self-Reported Metrics

Perhaps the most obvious way to learn about the usability of something is to ask users to tell you about their experience with it. But exactly how to ask them so that you get good data is not so obvious. The questions you might ask could take on many forms, including various kinds of rating scales, lists of attributes that the participants could choose from, and open-ended questions like “List the top three things you liked the most about this application.” Some of the attributes you might ask about include overall satisfaction, ease of use, effectiveness of navigation, awareness of certain features, clarity of terminology, visual appeal, and many others. But the common feature of all of these is that you’re asking ...

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