Glossary

Definitions and descriptions of services/common terms used to describe user experience research methods and tools.

Competitive Analysis - Assess the strengths and weaknesses of a product as compared to competitors in order to fine-tune strategic direction.

• Our approaches include one-to-one tasks on competing products in a usability test to gather a variety of qualitative and quantitative data for benchmarking; eye tracking sessions to determine which site or product supports a more effective or efficient interaction; expert evaluations comparing your product to your competitors’ using usability heuristics; user research methods such as contextual interviews to uncover how users interact with competing products in a natural setting.

Ethnography - Ethnographic research is a holistic approach to exploring routine activities.  It provides insight into the rituals and patterns of everyday life by observing human behavior in natural settings, away from the artificial environments of usability labs and focus groups.

• Our approaches include observations, both formal and informal, in natural environments; in-depth interviews; analysis of processes and artifacts; respondent projects and exercises; Self-documentation, with photos, videos, and journals; longitudinal studies that show how products are used over time.
• Deliverables can include detailed reports discussing important findings; video clips highlighting patterns and trends; personas of product users; stories from and about people

Eye Tracking - Eye tracking is the process of capturing the location and movement of the point of gaze. It offers insight into the cognitive processes involved in user interaction with computer interfaces, physical products, and printed material.

• Eye Tracking Study Output includes quantitative analysis including descriptive and inferential statistics for a variety of eye movement measures and pupil diameter; qualitative analysis of the spatial and temporal aspects of users’ attention; visualizations, such as attention maps ("heat maps") illustrating gaze activity aggregated across users, images showing individual users' scan paths, and movies replaying users’ eye movements.

Focus Group - A focus group is a moderator-lead discussion with a group of five to 12 participants.  The moderator follows a discussion guide that includes questions, tasks or exercises for the group.  Focus groups are good for obtaining feedback on concepts, strategies, or prototypes when observation of tasks and experiences is not needed. Data is gathered through group discussion, completion of participant questionnaires (optional) and video capture of the discussion and any images provided for review.

• User Centric Facility Advantage include: facilities custom-built for user research; configurable space; easy to connect with participants and gain feedback; PIP on 52-inch TVs; integrated digital video recordings; recruiting services; eye tracking capabilities; live streaming; ability to arrange user interactions with any type of product, including Web sites, mobile devices, software applications, prototypes, or medical equipment.

Global Testing - Relies on one point of contact as user testing is conducted seamlessly around the world with the strategically placed global partners of our international alliance. We apply our expertise to global projects involving handhelds, websites, software, medical devices, print, packaging, and telephony services.

User Centric provides expert services along each phase of global user experience research recruit local participants according to your target demographics; create a moderator guide that focuses on vital and most frequent tasks; test your product with users in a one-on-one setting; test a competitor's product to learn even more; analyze results; evaluate how well the product meets objectives; recommend actionable solutions.

Localization - Designing for global use while accommodating and customizing a product/service based upon local and cultural needs and habits.

Graphic Design – Using color, typography, page layout, and visual hierarchy to enhance visual discovery.

• Our approaches include review of user research and testing including suggested layouts, content, screen elements, system behavior and user interaction; brainstorming for visual design, including a creative brief and collaborative design direction meetings; iterative design, supporting multiple rounds of client feedback and integration of the design process with usability testing when necessary; ongoing support with design and graphics, to ensure that the final deliverable can evolve with your needs.
• Deliverables may include polished mockups and illustrations in multiple formats; interactive or clickable prototypes; graphic design elements (buttons, icons, background images, etc.) in multiple formats; templates for application screens in HTML, CSS and other formats; documentation on design guidelines, standards, and requirements.

Information Architecture – Organizes functionality and content into intuitive flows and structures that users can easily understand and adopt software applications, websites, or screen flows.

IA results in different types of design artifacts; they both represent the backbone of a well-designed interface and must accurately reflect the user's goals, product functionality or content, business objectives, and constraints.

• Our approaches include site visits/field interviews; one-on-one user interviews in research facilities; contextual inquiry during user observations; affinity diagrams; card sorting; content inventory.
• Deliverables may include detailed task analysis; use scenarios; task flow diagrams; IA maps; annotated wireframes; Interaction maps; content matrices.

Icon design - a graphic symbol designed to represent a motive or action

Interaction and User Interface Design - multiple rounds of user feedback and/or testing and design revisions that creates intuitive interfaces that reflect the findings and insights from user research and user interface testing. Some examples include, websites, software applications, small screen interfaces, mobile devices, healthcare products, healthcare packaging, IVRs, retail point of sale (POS) terminals, touch-sensitive applications.

• Approaches include application of task analysis and user analysis; design brainstorming; iterative design; rapid wire framing; prototyping; storyboarding; functional mapping; visual design, including adherence to specific brand guidelines as requested
• Deliverables may include wireframes; prototype screens (with limited or full visual design); multiple design reviews; functional prototypes or HTML simulations for usability testing or user interviews; interaction design guidelines; interaction storyboards (task-oriented); user interface style guides (general guidelines); user interface standards (screen by screen, as necessary); functional and UI requirement documents; icons.

Moderated User Testing - A user experience specialist conducts a one-on-one session real-time with a participant using remote technology such as web meeting, streaming sessions to a secure Web site, and conference calling.

• We recruit qualified users and invite them to participate in a remote testing session; Respondent participates from their own home/work environment using computer (with screen-sharing tool) and phone; Moderator provides tasks, record observations and results just as in a regular usability test; Observers attend via live stream and conference bridge; Screen-sharing tools (such as GoToMeeting or WebEx) are used to present the Web site or application on the moderator’s screen and pass control to the participant.

• Session resembles typical lab-based testing but has important differences (e.g., user is in their own space which is prone to noise and distraction, requiring technical skills, etc.)

• We record video of the participants' screens as well as audio commentary from the sessions.

Online Surveys - User Centric designs, recruits, hosts and analyzes surveys given online. Using external recruiting firms to solicit respondents, User Centric manages the screening and solicitation process of online surveys.  Participant lists can be created from your existing customer database. Alternatively, prospective or competitor's customers can be recruited to participate in the survey. User Centric can create templates for emails that sent to solicit participation, acknowledge participation, and request trouble reports.

On-site and Off-site interviews - Through structured questions as well as user-guided discussions, User Centric uncovers a broader understanding of the user experience.

Qualitative – An approach to research where users are asked to "think aloud" as they use the product; higher priority on understanding the "why" in users' actions; UT is less structured and requires more improvisation by moderators; other studies can be tailored to a more improvisation by moderators.

Quantitative – An approach to research where often more task-based with time limits and specific task-goals; can perform more advanced data analysis; generally involves more users.

Prototyping – developmental systems or products tested with potential users

Remote Testing – Assesses user responses and feedback from their own computers at home or the office. (See Moderated User Testing)

Usability Testing – Identify usability issues with interfaces through analysis of user behavior. Users are observed performing tasks on your applications in a controlled setting.

• Testing can occur in a variety of environments (lab, field, call center, etc.); with different media and modes (PC, PDA, phone, voice, touch, etc.); with different user groups (consumer, business, mobile, families, teens, etc.);  at different stages of the product life cycle; with combinations of qualitative and quantitative data collection
• Deliverables may include full reports of results, data analyses, and findings; actionable, prioritized recommendations; top line summary reports outlining main findings and recommendations; mock-ups or wireframes of potential design recommendations; digital recordings of full participant sessions; video clips of participant session quotes; full or half-day workshops discussing report findings and recommendations

Usability evaluations - Gains insight into the strengths and potential improvements for your applications with an expert evaluation. 

• Tools that may be used for evaluation  design heuristics; principles of human-computer interaction; known user interface guidelines; cognitive walkthroughs; standards reviews; user personas; comparative analyses with competitor products and services.

User Centered Design - Increase the success of your product, service, or application through expert user-centered design.  We have extensive experience designing for desktop, web, and mobile applications.  User needs and workflow analysis, wire framing, icon design, prototyping, and interaction design are our key design strengths.

User interface – the component of a software application that users see and interacts with

User Research –  Break down the barriers of a one-on-one testing environment by going on-site and shadowing users as they perform tasks or research with their peers in focus groups.

• Deliverables can include user descriptions of and feedback about tasks; photo documentation of processes and activities; task flow analysis or process diagram.

UX iLabs - The UX iLab (SM) includes a screen capture of the iPhone or iPad screen. As the participant holds the device at any angle and observers are still able to see the screen perfectly. We have conducted the first independently-funded research on the Apple iPhone in 2007. Results from the three-phased research program have been published and presented at US and international conferences.

Wireframing – an outline of a website illustrating user navigation

Workflow analysis - analysis of the steps performed by a person to successfully complete a task