Taxonomias e consideraçóes metodológicas sobre testes de usabilidade em sistemas interativos multimídia

In this work we present a study that comes to contribute with concepts and taxonornies for the development of a methodology of structuring, implantation and application of Usability Testing on interactive multimedia systems in distance education. The used case study is the » Metodología GIM para la formación a distancia» pro ject developed by the “Grup de Recerca Escola Multimedia UPC”. Previous works such as the selection of bibliographic references and a study about modelling, evaluation and improvement of the software process of this pro ject, were used as support material. The principal discoveries of our research include (1) the proposed taxonomy, and (2) the rnethodological considerations for the proceedings of Usability Testing application in the interactive multimedia systems used in distance education. We comment on the conclusions obtained from analysing the result of this research and we put forward sorne suggestions for future works.Neste artigo apresentarnos um estudo que contribui corn conceitos e taxonomias para o desenvolvimento de urna metodologia de estruturaçdo, irnplantaçdo e aplica çao de Testes de Usabilidade ern sisternas interativos multimídia para a forma çdo a distáncia. O estudo de caso utilizado em nosso trabaiho do pro jeto »Metodología GIM para la formación a distancia» desenvolvido pelo “Grup de Recerca Escola Multimedia UPC’ Trabaihos anteriores como a seleçdo de referéncias bibliográficas e urn estudo sobre modelagem, ayaliaçJo e melhora do processo de software do citado pro jeto, forarn utilizados corno material de apoio. Os principais resultados da nossa pes quisa incluern (1) a taxonornia proposta e (2) as considera çóes metodológicas para os procedirnentos de aplicaçáo dos Testes de Usabilidade ern sistemas interativos multirnídia para a formaçáo a distáncia. Comentamos as conclusóes obtidas através desta pesquisa e as propostas para trabalhos futuros

The fidelity of prototype and testing environment in usability tests

This doctoral thesis investigated what setup of a usability test can best support valid test outcomes. Several aspects of contextual fidelity were manipulated in experimental usability studies, to examine their impact on test results. The first study demonstrated that the medium of prototype presentation has effects on test outcomes, which have not been found in previous research. Using a more hypothesis-driven approach, it was shown that participants exhibited more reading activity when using a paper-based as compared to a computer prototype presented on screen. This resulted in better performance, if task success required reading a short paragraph of text. Consequently, the medium of prototype presentation needs to be considered to avoid that respective usability problems go undetected. A second study demonstrated that additional observers may cause stress for test participants, which can be measured at the physiological level. Some performance indicators were affected, but only in interaction with perceived developmental stage of the test system. A third study investigated the effects of a work or leisure context on the outcome of a usability test. No effects were found for the type of usage context, but even short response time delays proved to be relevant for performance and emotions. Relevant factors for the validity of usability test outcomes were identified and theoretical and practical implications are discussed. Keywords: Usability test; paper prototype; fidelity; observer presence; work and leisure domain; system response time; heart rate variability; validity

Measuring customer involvement in new service developments

Service marketing managers are being required to develop new services that succeed in the market and are valuable for customers. Services Marketing literature therefore stresses the need to innovate with customers and to integrate their view into the new service developed. However, consensus about the positive effects of customer involvement in new service development (NSD) has not been reached. Drawing on the theory of organisational knowledge creation and the concept of marketing orientation, we argue that customer involvement is not related to successful new services per se. However, we propose it contributes to the increase of a firm’s customer knowledge stock, the tacit and explicit dimension. The study results demonstrate that the increase in a firm’s tacit customer knowledge stock significantly affects market success, project success and sustainable competitive advantage, while the increase of explicit customer knowledge stock positively influences the acceptance of new service concept ideas initiated by customers. Both the explicit and tacit customer knowledge stock is positively influenced by the level of customer involvement. Furthermore, the internal resource-based antecedents to customer involvement decisions are investigated. Our findings illustrate that a firm’s prior tacit knowledge about customers inhibits integration of customers in NSD, whereas prior explicit customer knowledge positively affects customer involvement. As for market-driven NSD, customer orientation, and project innovativeness, the study shows different effects on stages of customer involvement. Finally, the research reveals that service firms manage customer involvement differently related to the facets of the construct, namely (1) methods and (2) stages of customer involvement. Distinct management approaches are compared and contrasted to unearth salient decision parameters. The research is based on interviews, one expert survey and one main survey, incorporating 131 respondents of diverse service firms in nine countries. Responses have been analysed in two structural equation models by Partial Least Squares (PLS) and explored by cluster analysis. We suggest that Service Marketing managers should be more attentive to the act of customer knowledge creation to manage customer integration in NSD effectively. Particularly, they should be aware of the role of tacit customer knowledge in order to develop successful new services. A tight customer orientation is not worthwhile throughout NSD, since new markets may be neglected when working too close with current customers. Furthermore, contrary to prevalent research, NSD executives should combine beneficial methods of customer involvement instead of focusing on one method. Using different methods helps managers to create divergent perspectives on customer preferences and needs, required to generate new ideas. Finally, we propose that customer involvement in NSD should not be seen as a short-term investment