Abstract
A great deal of study has been devoted to the problem of how to identify and categorize usability problems; however, there is still a lack of studies dealing with the problem of how to diagnose the causes of usability problems and how to feed them back into design process. The value of classifying usability problems can be enhanced when they are interpreted in connection with design process and activities. Thus, it is necessary to develop a systematic way of diagnosing usability problems in terms of design aspects and applying diagnosis results to improve design process and activities. With this issue in mind, this paper proposes a conceptual framework that supports a systematic classification and diagnosis of usability problems. This paper firstly reviews seven approaches to classifying usability problems. Then, we point out the needs of adopting a model-based approach to classifying and diagnosing usability problems and of developing a comprehensive framework guiding the use of model-based approaches. We then propose a conceptual framework that specifies how a model-based classification and diagnosis of usability problems should be conducted and suggests the combined use of three different types of models, each of which addresses context of use, design knowledge and design activities. Last, we explain how a sound classification scheme of usability problems can be systematically developed, and how the classification of usability problems can be connected to design process and activities on the basis of the framework.
Similar content being viewed by others
References
Andre T, Hartson H, Belz S, McCreary F (2001) The user action framework: a reliable foundation for usability engineering support tools. Int J Hum Comput Stud 54(1):107–136
Artman H, Zällh S (2005) Finding a way to usability: procurement of a taxi dispatch system. Cognit Technol Work 7(3):141–155
Bekker MM, Baauw E, Barendregt W (2008) A comparison of two analytical evaluation methods for educational computer games for young children. Cognit Technol Work 10(2):129–140
Bevan N (1999) Quality in use: meeting user needs in quality. J Syst Softw 49(1):89–96
Blandford A, Butterworth R, Curzon PP (2004) Models of interactive systems: a case study on programmable user modelling. Int J Hum Comput Stud 60(2):149–200
Boy G (1998) Cognitive function analysis. Ablex Publishing Corporation, Stamford
Capra MG, Smith-Jackson TL (2005) Developing guidelines for describing usability problems. Technical Report #ACE/HCI-2005-002, Virginia Tech
Card D (1998) Learning from our mistakes with defect causal analysis. IEEE Softw 15(1):56–63
Chillarge R, Bhandari I, Chaar J, Halliday M, Moebus D, Ray B, Wong M (1992) Orthogonal defect classification-a concept for in-process measurements. IEEE Trans Softw Eng 18(11):943–956
Fernandez A, Insfran E, Abrahäo S (2011) Usability evaluation methods for the web: a systematic mapping study. Inf Softw Technol 53(8):789–817
Freimut B (2001) Developing and using defect classification schemes. IESE-Report No. 072.01/E, Fraunhofer IESE
Freudenthal A, Mook HJ (2003) The evaluation of an innovative intelligent thermostat interface: universal usability and age differences. Cognit Technol Work 5(1):55–66
Gero JS, Kannengiesser U (2004) The situated function-behaviour-structure framework. Des Stud 25(4):373–391
Gillan D, Bias R (2001) Usability science I: foundations. Int J Hum Comput Interact 13(4):351–372
Hassenzahl M (2000) Prioritizing usability problems: data-driven and judgement-driven severity estimates. Behav Inf Technol 19(1):29–42
Heo J, Ham D-H, Park S, Song C, Yoon WC (2009) A framework for evaluating the usability of mobile phones based on multi-level, hierarchical model of usability factors. Interact Comput 21(4):263–275
Hollnagel E (1993) The phenotype of erroneous action. Int J Man Machine Stud 39(2):1–32
Hollnagel E (1998) Cognitive reliability and error analysis method. Elsevier, Oxford
Hornbæk K (2006) Current practice in measuring usability: challenges to usability studies and research. Int J Hum Comput Stud 64(2):79–102
Hornbæk K (2009) Dogmas in the assessment of usability evaluation methods. Behav Inf Technol 29(1):97–111
Hornbæk K, Frøkjær E (2005) Comparing usability problems and redesign proposals as input to practical systems development. In: Proceedings of ACM conference on human factors in computing systems, pp 391–400
Howarth J, Andre T, Hartson R (2007) A structured process for transforming usability data into usability information. J Usability Stud 3(1):7–23
Huber J (1999) A comparison of IBM’s orthogonal defect classification to Hewlett Packard’s defect origins, types, and modes. Hewlett Packard Company, Palo Alto
ISO/IEC (1998) Ergonomic requirements for office work with visual display terminal-part 11: guidance on usability, ISO/IEC 9241
Ivory M, Hearst M (2001) The state of the art in automating usability evaluation of user interfaces. ACM Comput Surv 33(4):470–516
Jin BS, Ji YG, Choi K, Cho G (2009) Development of a usability evaluation framework with quality function deployment: from customer sensibility to product design. Hum Factors Ergon Manuf Serv Ind 19(2):177–194
Keehan S, Hartson H, Kafura D, Schulman R (1999) The usability problem taxonomy: a framework for classification and analysis. Empir Softw Eng 4(1):71–104
Kruchten P (2005) Casting software design in the function-behaviour-structure framework. IEEE Softw 22(2):52–58
Kwon G, Ham D-H, Yoon WC (2007) Evaluation of software usability using scenarios organized by abstraction structure. In: Proceedings of ECCE 2007, pp 19–22
Lavery D, Cockton G, Atkinson M (1997) Comparison of evaluation methods using structured usability problem reports. Behav Inf Technol 16(4–5):246–266
Law E (2004) Proposal for a new COST action 294: towards the maturation of IT usability evaluation, cost office
Leszak M, Perry D, Stoll D (2002) Classification and evaluation of defects in a project retrospective. J Syst Softw 61(3):173–187
Lin C-H, Hwang S-L, Wang EM-Y, Pen S-L (2009) Design for usability on supply chain management systems implementation. Hum Factors Ergon Manuf Serv Ind 19(5):378–403
Lindgaard G (2006) Notions of thoroughness, efficiency, and validity: are they valid in HCI practice? Int J Ind Ergon 36(12):1069–1074
Naikar N, Moylan A, Pearce B (2006) Analysing activity in complex systems with cognitive work analysis: concepts, guidelines and case study for control task analysis. Theor Issues Ergon Sci 7(4):371–394
Nielsen J (1993) Usability engineering. AP Professional, San Diego
Pahl G, Beitz W, Feldhusen J, Grote K-H (2007) Engineering design: a systematic approach, 3rd edn. London, Springer
Peuple JL, Scane R (2004) User interface design. Crucial, Exeter
Rasmussen J (1985) The role of hierarchical knowledge representation in decision making and system management. IEEE Trans Syst Man Cybern 15(2):234–243
Rogers Y, Sharp H, Preece J (2011) Interaction design: beyond human-computer interaction, 3rd edn. Wiley, Chichester
Ryu H, Monk A (2004) Analysing interaction problems with cyclic interaction theory: low-level interaction walkthrough. Psychnol J 2(3):304–330
Saffer D (2007) Designing for interaction: creating smart applications and clever devices. New Riders, Berkeley
Savioja P, Norros L (2012) Systems usability framework for evaluating tools in safety-critical work. Cognit Technol Work. doi:10.1007/s10111-012-0224-9
Schoeffel R (2003) The concept of product usability: a standard to help manufacturers to help consumers. ISO Bull March: 5–7
Shneiderman B, Plaisant C (1998) Designing the user interface: strategies for effective human-computer interaction, 5th edn. Pearson Higher Education, Boston
Springett M (1998) Linking surface error characteristics to root problems in user-based evaluation studies. In: Proceedings of AVI 1998, pp 102–113
Strawderman L, Koubek R (2008) Human factors and usability in service quality measurement. Hum Factors Ergon Manuf Serv Ind 18(4):454–463
Te’eni D, Carey J, Zhang P (2007) Human-computer interaction: developing effective organizational information systems. Wiley, Hoboken
Tullis T, Albert B (2008) Measuring the user experience. Morgan Kaufmann, Burlington
Vermeeren APOS, Attema J, Akar E, Ridder H, von Doorn AJ, Erbu C, Berkman AE, Maquire MC (2008) Usability problem reports for comparative studies: consistency and inspectability. Hum Comput Interact 23(4):329–380
Vicente KJ (2002) Ecological interface design: progress and challenge. Hum Factors 44(1):62–78
Vilbergsdottir S, Hvannberg E, Law E (2006) Classification of usability problems (CUP) scheme: augmentation and exploitation. In: Proceedings of NordiCHI 2006, pp 281–290
Zhang Z (2011) Overview of usability evaluation methods. http://www.usabilityhome.com. Accessed Oct 10, 2011
Acknowledgments
This research was supported by Basic Science Research Program through the National Research Foundation of Korea (NRF) funded by the Ministry of Education, Science and Technology (Grant Code: 2012042146).
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Ham, DH. A model-based framework for classifying and diagnosing usability problems. Cogn Tech Work 16, 373–388 (2014). https://doi.org/10.1007/s10111-013-0267-6
Received:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s10111-013-0267-6