Joseph Dumas, Rolf Molich, Robin Jeffries
Do you often feel like your usability reports aren't taken seriously? Perhaps part of the problem is that engineers have trouble acting on your problem descriptions. Writing effective, usable descriptions is a skill that all usability professionals should have mastered. Evidence that we sometimes miss the mark when we describe usability problems and solutions comes from an examination of the usability comments from the fourth Comparative Usability Evaluation (CUE-4). In CUE-4, 17 teams of experienced usability specialists independently conducted either an expert review or a usability test of the reservation Web site for the Hotel Pennsylvania in New York…
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