TEWI: UCD: Task1

19 flashcards · Other · by Emanuel Gostner

1. What components does Usability include

   learnability, efficiency, memorability, erros, satisfaction

2. why user-centerdness crucial for safety-critical system?

   device can be used safely and effectively by intended users in intended environments

3. Usability component: learnability

   How easy is it for users to accomplish basic tasks the first time they encounter the design?

4. Usability component: satisfaction

   How pleasant is it to use the design?

5. Usability component: errors

   How many errors do users make, how severe are these errors, and how easily can they recover from the errors?

6. Usability component: memorability

   When users return to the design after a period of not using it, how easily can they reestablish proficiency?

7. Usability component: efficiency

   Once users have learned the design, how quickly can they perform tasks?

8. Focus of usability, what is the scope?

   It focuses on interaction quality within a single interface (e.g., a checkout form)

9. Usability definition

   UI-level quality attribute for the UI, describing how effectively, efficiently, and satisfactorily specified users achieve goals in a specified context

10. User Experience (UX) and what does it cover?

    covers all aspects of a person’s interaction with a company’s products and services across channels and touchpoints (not just UI), including utility, findability, performance, content, and support

11. UX journey levels

    single tasks, multi-step flows (e.g., sign-up → onboarding → first value) and cross-channel sequences (app ↔ email ↔ help center)

12. UX metrics and what is multi-method research

    behavioral (what people do): complete ui tasks, error rate, completion, success data collected via a/b testing, logs, analytics... attitudinal (what people say/think): app rating/comments, trust data collected via questionairs, surveys multi-method research: combine research/metric about both behavioral and attitudinal

13. What is Customer Experience CX and what moments are included?

    the person’s relationship-level experience with the organization over time. Moments: marketing sales product use billing delivery support and even off-platform moments

14. what does cx look

    end to end lifecycle of a product awareness → purchase → use → support → renewal/advocacy brand perception user perception of the company after multiple interactions with it Metrics

15. cx metrics

    NPS (Net Promoter Score): Tracks overall customer loyalty by measuring likelihood to recommend (Promoters − Detractors). CSAT (Customer Satisfaction): Measures satisfaction with a specific interaction or touchpoint, usually on a 1–5 scale. Churn/Retention: Indicates whether customers stop using (churn) or continue using (retention) a product/service over time. First-contact resolution (FCR): Percentage of issues solved on the first customer contact without escalation. Journey analytics: Analyze…

16. Difference between Usability/UX/CX

    usability (interaction), UX (journey), CX (relationship) Usability optimizes a specific interface and is often owned by product teams and UX researchers; UX orchestrates product/service journeys across channels and disciplines (product, content, engineering, research); CX steers organization-wide journeys and policies (marketing, sales, ops, support) to align brand promises and delivered experiences

17. user centerrdness main points and why crucial for safety-critical systems?

    Designing to prevent, detect, and recover from errors is safer than relying on vigilance or training. reduce alarm fatigue. Lots of alarm desensitize staff an delays response Validate critical tasks with representative users in realistic conditions Measure safety-relevant UX outcomes, not opinions. Track task success, critical-error rate, time to detect/recover from errors, and workload Manage trade-offs explicitly via risk-based design -> place friction only where risk is high (popups etc. whe…

18. Which stakeholders benefit from user centered software development?

    Developer: less rework, clearer requirements, faster cycles support: less cost/avoidance due to users having less issues user: workforce productivity Sales: higher conversion compliance/legal: lower risk in accessibility executives

19. 3 common used methods to evaluate usability and ux of web systems

    Usability testing Heuristic evaluation Standadized UX questionairs