Usability and user experience design

Benjamin Franz received his doctorate in engineering; his UX-related dissertation on highly automated driving was awarded the Walter Rohmert Research Prize. In his jointly founded and managed company, Custom Interactions, he focuses on user interface design. He also works as a lecturer and a keynote speaker. Michaela Kauer-Franz has a doctorate in psychology with a focus on product design and user experience. Together with Benjamin Franz, she founded the data-driven UX agency Custom Interactions, which they manage together. She also contributes her extensive experience as a trainer, a lecturer at Technische Universität Darmstadt, a speaker, and on an International Organization for Standardization (ISO) committee.

... Foreword ... 21
1 ... Introduction ... 23
1.1 ... Who Is This Book Written For? ... 23
1.2 ... Why Should You Read This Book? ... 24
1.3 ... How Should You Read This Book? ... 27
1.4 ... Your Constant Companions: Our Three Examples ... 28
2 ... The Most Important Terms and Their History ... 35
2.1 ... The (Pre-)History of Usability and UX ... 35
2.2 ... Usability and UX Design: The Core Concepts ... 40
2.3 ... The Interplay of Ergonomics, Usability, and UX ... 50
3 ... Usability and UX as Key Factors for Outstanding Products ... 63
3.1 ... What Is Return on Investment? ... 64
3.2 ... Metrics for Business Success ... 64
3.3 ... Planning instead of Discovering ROI ... 69
3.4 ... Metrics for Business Success: B2C versus B2B Sectors ... 71
3.5 ... What ROI Is Achievable through Usability and UX Design? ... 73
3.6 ... Case Study: Measuring ROI at moveHUB ... 76
3.7 ... Case Study: Measuring ROI at BusinessBooster ... 77
3.8 ... Case Study: Measuring ROI at Healthyfy ... 78
4 ... How to "Do" Usability and UX Design ... 81
4.1 ... The ISO 9241-210 Standard: Human-Centered Design for Interactive Systems ... 81
4.2 ... Design Thinking ... 88
4.3 ... Minimum Viable Product ... 100
4.4 ... Double Diamond ... 104
4.5 ... Usability Engineering for Medical Devices According to the IEC 62366-1 Standard ... 108
4.6 ... Commonalities among Methods ... 110
5 ... Data-Driven UX Design ... 117
5.1 ... The Goal of the Data-Driven UX Design Process ... 117
5.2 ... The Data-Driven UX Design Process ... 119
5.3 ... The Flexibility and Risk Matrix: How Much Data Do You Really Need? ... 130
5.4 ... Objective versus Subjective Data ... 137
5.5 ... Quantitative versus Qualitative Data ... 140
5.6 ... Critically Evaluating Data ... 141
5.7 ... Quick Help for Categorization ... 145
6 ... A Helpful Mindset for Usability and UX Design ... 149
6.1 ... Assumptions versus Knowledge ... 150
6.2 ... Users Don't Know What They Want! ... 164
6.3 ... Key Skills for User Researchers: Observe, Ask Questions, and Listen ... 170
6.4 ... Design as a Learnable Process ... 183
6.5 ... Testing and Corporate Culture ... 186
7 ... Foundations ... 189
7.1 ... Psychological Foundations: Don't Worry, It's about People ... 189
7.2 ... Perception: The Human Sensory System ... 190
7.3 ... Human Information Processing ... 224
7.4 ... Design Basics ... 243
8 ... Data-Driven UX Design in Detail: Preparation ... 305
8.1 ... Planning the Data-Driven UX Design Process ... 306
8.2 ... Integrating Data-Driven UX Design into Agile Development Projects ... 314
8.3 ... Plan for the Appropriate Amount of Effort ... 317
9 ... Data-Driven UX Design in Detail: Context of Use Analysis ... 321
9.1 ... What Questions Should the Context of Use Analysis Answer? ... 322
9.2 ... What Is the Context of Use Anyway? ... 324
9.3 ... Methods of Context of Use Analysis ... 333
9.4 ... Analytical Methods of the Context of Use Analysis ... 373
9.5 ... Practical Examples for Context Analysis ... 391
10 ... Data-Driven UX Design in Detail: Specifying Usage Requirements ... 401
10.1 ... Consider Your Personas or Empathy Maps ... 402
10.2 ... Use Cases and User Stories: How Not to Do It and How to Do It Anyway ... 404
10.3 ... From User Stories to Requirements ... 411
10.4 ... Formulating Requirements for moveHUB ... 419
10.5 ... Formulating Requirements for BusinessBooster ... 421
10.6 ... Formulating Requirements for Healthyfy ... 422
11 ... Data-Driven UX Design in Detail: Developing Design Solutions ... 425
11.1 ... Reminder: What Is the Goal of Design, and How Do We Go About It? ... 425
11.2 ... Design Research ... 426
11.3 ... From Coarse to Fine ... 429
11.4 ... Developing Basic Solution Options ... 430
11.5 ... Working with Prototypes ... 433
11.6 ... Wireframes ... 438
11.7 ... User Interface Quality Check: The Design Grid ... 481
11.8 ... Screen Flows ... 485
11.9 ... Click Dummies ... 487
11.10 ... Desktop, Mobile, or Smartwatch First? ... 492
11.11 ... Responsive Design ... 495
11.12 ... Visual Design ... 497
11.13 ... Excursion: Low-Code and No-Code ... 508
11.14 ... Example: Possible Design Steps for moveHUB ... 509
11.15 ... Example: Possible Design Steps for BusinessBooster ... 511
11.16 ... Example: Possible Design Steps for Healthyfy ... 512
12 ... Data-Driven UX Design in Detail: Evaluating Design Solutions ... 515
12.1 ... Formative versus Summative Testing ... 515
12.2 ... Identifying Knowledge Gaps ... 519
12.3 ... User Evaluation versus Expert Evaluation ... 521
12.4 ... Remote versus On-Site ... 522
12.5 ... Designing Test Cases ... 525
12.6 ... The Methods Presented ... 529
12.7 ... The Usability and UX Test ... 530
12.8 ... Usability and UX Sprint ... 540
12.9 ... Rapid User Tests ... 544
12.10 ... A/B Testing ... 548
12.11 ... UX Benchmarking ... 552
12.12 ... 5-Second Test ... 557
12.13 ... Standardized Questionnaires ... 561
12.14 ... Analysis of Quantitative Usage Data ... 573
12.15 ... Web Tracking/Click Analysis ... 576
12.16 ... Diary Study ... 577
12.17 ... Card Sorting ... 582
12.18 ... Expert Review ... 587
12.19 ... Association Space Test ... 591
12.20 ... Eye Tracking ... 594
12.21 ... Physiological Measurement Methods ... 599
12.22 ... Analyzing Errors Using Root Cause Analysis ... 602
12.23 ... Learning from the Data and Making Informed Decisions ... 608
12.24 ... Evaluations in Medical Device Development ... 610
12.25 ... Example: Evaluation Methods for moveHUB ... 611
12.26 ... Example: Evaluation Methods for BusinessBooster ... 612
12.27 ... Example: Evaluation Methods for Healthyfy ... 614
13 ... Design, Get Data, Repeat: When Is It Enough? ... 617
13.1 ... Determining the Transition Based on Quality ... 618
13.2 ... Determining the Transition Based on Time ... 619
13.3 ... Should You Readjust? The Flexibility and Risk Matrix as an Aid ... 620
13.4 ... Choosing the Right Approach ... 622
13.5 ... What's Next for moveHUB ... 623
13.6 ... What's Next for BusinessBooster ... 623
13.7 ... What's Next for Healthyfy ... 624
14 ... Decision Matrix for Method Selection ... 625
15 ... Wrap-Up and Conclusion ... 633
15.1 ... It's All about the Users ... 633
15.2 ... Usability and UX Design Is Interdisciplinary ... 634
15.3 ... UX Is Not Designed, It Is Experienced ... 634
15.4 ... The Path to an Outstanding Product Is Iterative ... 634
15.5 ... Once You Start with Usability and UX Design, You Never Stop ... 635
15.6 ... Design Based on Data ... 635
15.7 ... Closing Words and Call for Participation ... 636
... Appendices ... 637
A ... Glossary ... 639
B ... Bibliography ... 653
C ... The Authors ... 663
... Index ... 665