User Experience Services
The following are the primary user experience services offered by our team.
Card Sorting
Card sorting is a quick and inexpensive way to understand the user’s view of a Web site’s structure (navigation and labeling). This method can be repeated with different user groups to better understand common themes in the information architecture.Card sorting can be open or closed. In open sorting, participants take a set of items, group them based on similarity, and then create headings for the piles. A closed card sort has participants group information into predefined categories. The user experience team works with the client to determine the best approach for the project.
When to Use
Card sorting is best done when developing or reviewing the navigational and/or labeling structure.
Limitations
- Card sorting is content-centric, so it focuses more on content instead of tasks
- Results can vary widely depending on the users involved in the card sort
- Analysis of the data can be time consuming
Client Responsibilities
- Provide the user experience team with a pool of potential participants
- Work with the user experience team to determine the list of items to be sorted
Comparative Research
Comparative Research, also called competitive evaluation, is a research method that involves user experience experts evaluating comparable Web sites to identify both strengths and weakness relative to your competition.This method is an excellent way to ’survey the landscape’ of your competition and is especially helpful when you have similar products or services offered. Comparative research evaluates your product’s unique qualities against the competition by helping identify gaps in your product and the competition.
When to Use
Comparative Research is most useful when first developing a Web site. It typically takes place when gathering requirements, before design begins. It can also be useful when a competitor makes significant changes.Limitations
- Relies on user experience experts, not real users
- Focuses primarily on design, layout, and functions, not specific tasks
Client Responsibilities
- Provide the user experience team with two or three Web sites that most closely resemble the services you offer
Expert/Design Reviews
The expert/design review involves user experience experts assessing a prototype of a Web site or application and identifying issues based on established user experience best practices. User experience experts then provide recommendations for improvements. An expert/design review helps create a ‘baseline’ measure of user experience for the product. These reviews include a high-level accessibility assessment as well.When to Use
Although expert/design reviews can be used at any time during the project, they are best suited to earlier phases of design when the product conception and information architecture are evolving. Expert/design reviews are quicker, cheaper, and more efficient than user experience testing.Limitations
- Relies on user experience experts, not real users
- Focuses on design and function, not tasks
Client Responsibilities
- Provide the user experience team with a design of the proposed Website, optimally in a .jpg or .png format
Reverse Card Sorting (also called information architecture validation)
Reverse card sorting is also a quick and inexpensive way to review and evaluate a proposed navigation and labeling structure. This method can be repeated with different user groups to better understand common themes and potential issues in the information architecture. With this method, participants complete tasks using a proposed navigation and label structure.When to Use
Reverse card sorting is optimal when you have a proposed navigational structure of a Web site but prior to the start of design and development.Limitations
- Results can vary widely depending on the users involved in the card sort
- Relies only on navigational and labeling structure, not a site design
Client Responsibilities
- Provide the user experience team with a pool of potential participants
- Collaborate with user experience team to create tasks
Surveys
Surveys are a way to obtain information about user preferences, understand behavioral patterns, gain user reflections, and collect user data (demographics). Types of surveys can focus on profiles of a user population, satisfaction, and value. It can also serve to answer specific questions about Web sites, software applications, or workflows/processes.When to Use
This method is useful at any time, although it is often best used when there are specific and concrete questions requiring answers. Surveys are an inexpensive way to reach many users. When analyzed thoroughly, surveys can provide useful data for clients.Limitations
- Unintended bias and poor word choice can create unreliable surveys if not created by experts
- Qualitative data is harder to extract from surveys and is time consuming to properly analyze
- Development and analysis can be time consuming
Client Responsibilities
- Provide the user experience team with a pool of potential participants
- Collaborate with the user experience team to create questions
Usability Testing (moderated)
Usability testing is a way to evaluate a product’s effectiveness with representative users and to discover issues. Test sessions include a facilitator asking questions as the participant completes a series of pre-defined tasks. Having members of the project team observe the session is a key component of this methodology. Usability testing can be done either in person or online using software to connect users, facilitators, and observers.When to Use
This method can be used at various times during the project lifestyle, depending on what is being tested. Wireframe or paper prototype testing evaluation happens early in the development cycle, while full product testing happens later.Limitations
- Time intensive to plan and execute
- Requires a lead time of about four weeks
- Not as effective when basic ideas and concepts are still evolving
- Due to privacy concerns, sessions are not recorded
Client Responsibilities
- Provide the user experience team with a pool of potential participants
- Collaborate with the user experience team to create tasks
- Provide compensation for participants
- Provide a publicly accessible URL
- Observe the test
Usability Testing (un-moderated)
Online, un-moderated usability testing is an efficient way to evaluate a product’s effectiveness with users, particularly if the target audience is outside of MIT. These un-moderated test sessions take place online using specialized software that records video and audio of the session for review later. Participants, drawn from a large panel, complete a series of pre-defined tasks and answer specific questions about the product.When to Use
The method can be used at various items during the project lifecycle.Limitations
- Not as effective when basic ideas and concepts are still evolving
- Participants drawn from a general panel of users and are not usually affiliated with MIT
- Sessions are limited to 20-30 minutes
- Tests are un moderated (no facilitator)
Client Responsibilities
- Collaborate with the user experience team to create tasks
- Provide a publicly accessible URL
User Interviews
One on one interviews with users are a solid method for understanding workflows, viewpoints, and opinions of users of Web sites and software applications. Often the workflow or process is discussed during the interview, followed by open-ended questions. A user experience expert should conduct the interviews to minimize bias and leading questions.When to Use
Although this method can be used at any time during development, this method is most useful in the early phases to understand the user needs and ‘pain points.’ This method is also helpful in discovering issues in an existing workflow.Limitations
- Project team members are not present for interviews
- Time consuming to analyze responses and results
- Must include a variety of users
Client Responsibilities
- Provide the user experience team with a pool of potential participants
- Provide compensation for participants
All inquiries are welcome at usability [at] mit.edu.