Some might say that Usability is a 'nice to have' rather than a 'must have.' Usability really is a 'MUST HAVE.' I put together starting evidence of the costs that can be incurred with systems that are not usable: 1) reduced sales and revenue, 2) increased development time and costs, 3) increased maintenance costs, 4) augmented training and helpdesk costs, 5) reduced productivity of users, and 6) dissatisfied customers.

As for the benefits of Usability, I often use the following rule of thumb from IBM report to impose its significance. That is, every dollar invested in ease of use returns $10 to $100!

:: Carnegie Speech Co. - NativeAccent

:: Project Duration: September, 2002 - January, 2003
:: Project Description:

With over 500 million people learning to speak English each year, the need for a unique approach to speaking clearly is long overdue. NativeAccent software answers this problem by providing personalized instruction in pronunciation that can be used for unlimited amounts of time and is available whenever the user is. While some other software uses automatic speech recognition, most use it to teach grammar or vocabulary. NativeAccent uses automatic speech recognition to pinpoint errors and immediately deliver helpful correction hints.

During the beta testing of NativeAccent software, our team was asked to perform usability testing while applying various HCI methods consisted of data gathering, contextual inquiry and contextual design, heuristic evaluation, cognitive walkthrough, think aloud, model human processor (KLM), and interaction re-labeling. Our final report includes UI design recommendations for current education software.

:: InfoMonkey

:: Project Duration: September - December, 2002
:: Project Description:

Our Human Factors research project team at the Human-Computer Interaction Institute was asked to investigate ways in which to reduce costs in telephone customer service division of one of the largest banks. Our team in particular took the path of evaluating and categorizing the information that their phone service representatives (PSRs) use in their everyday activity, and then using that information to propose changes to meet goals.

We proposed creating a more active new information delivery system, "InfoMonkey" as we call it, which is integrated with the customer database software. Rather than waiting for the representative to search and attempting to provide a comprehensive source of information, InfoMonkey would actively provide the most useful subset of information that is relevant to a given moment within a call.

:: Palm V

:: Project Duration: September - December, 2002
:: Project Description:

Our project team at the Human-Computer Interaction Institute analyzed the 3Com Palm V's current interface and applications. The focus of our project was on improving usability and extending functionality and coming up with design recommendations for the Palm V. These recommendations were the result of a wide range of user data gathering techniques and usability evaluation methods the design team performed on the Palm and its applications.

The redesign process consisted of data gathering and common HCI techniques including contextual inquiry and contextual design, heuristic evaluation, cognitive walkthrough, think aloud, model human processor, and interaction re-labeling. By analyzing the data collected from these techniques our team focused on the datebook functionality in effort to develop a holistic and efficient schedule management application.

For more information, please refer to our report in PDF format (2.6MB).

:: Xproof: Color Previewing Software

:: Project Duration: March - May, 2002
:: Project Description:

Xproof is the real-time color previewing and information tool that enables web designers to quickly and easily visualize color appearance across different types of electronic media.

In collaboration with the school of design, our team performed a usability testing on the beta version of its product, Xproof. After two months of usability test, our team made a recommendation.

For more information, please refer to our report in PDF format.

:: Library Information Architecture

:: Project Duration: February - March, 2002
:: Project Description:

As a part of the School of Design's interactive design team, our team investigated the Beta version of the library web site at Carnegie Mellon University. Our team looked at the functionality, information clarity, and various usability methods such as Think Aloud Protocol, Participant Observation, Heuristic Evaluation, and Cognitive Walkthrough.

Currently, the library used our recommendation to deploy its current library web site here at Carnegie Mellon University.

For more information, please refer to Final report in PDF format

:: Computer Database Program Manual

:: Project Duration: March - June, 1997
:: Project Description:

Adams, Hill, and McDaniels accounting firm in Madison Country, Kentucky implemented a computer database program that eases the process of income tax returns for the company in 1997. Our group initiated the project by running user test on the software and layout, created, and performed usability testing of a manual.