Transcript Lessons from Our Usability Studies with Older Adults

Lessons from Our Usability
Studies with Older Adults
Thomas S. Tullis, Ph.D.
Senior Vice President
Human Interface Design
Fidelity Investments
[email protected]
Seminar on Older
Users and the Web
GSA & AARP
Washington, DC
July 20, 2004
Our Studies
• Conducted an initial usability study with
many users over a wide range of ages.
• Asked all users to do the same tasks using
the same prototype.
• Carefully observed where the older users
encountered problems or otherwise did
things differently from the younger users.
• Made changes to the prototype to address
the issues older users had.
• Retested with a new group of users.
2
Results: Study 1
Usability Index (higher is better)
4.00
3.00
2.00
1.00
0.00
-1.00
0
10
20
30
40
50
60
70
80
90
-2.00
Older users had
-3.00
significantly more
-4.00problems.
Age (in years)
3
Observation #1
• “Cautious clicking”
– Older users tended to adopt a more cautious
interaction style on the web, particularly with
regard to clicking on links or buttons.
• Video clip
• Changes we made as a result of this:
– More explicit wording of links
– Use of more “action words” in links (e.g.,
changing “Accounts” to “View Accounts”)
4
Observation #2
• Clicking on non-links
– Older users were much more likely to try
clicking on items like bullets, headings, and
other graphical elements that were not links.
• Video clip
• Changes we made as a result of this:
– Making bullets, headings, and graphical
elements “hot” whenever appropriate.
– Using consistent visual treatment of links with
highlighting on mouseover.
5
Observation #3
• Confusion with technical terminology
– Older users were less likely to understand
certain technical terms or jargon (e.g., home,
window, login).
• Video clip
• Changes we made as a result of this:
– Eliminate technical terms when possible.
– Simplify other terms.
– Make definitions available.
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An Example from Fidelity.com
Today
2003
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Observation #4
• Reading more
– Older users were more likely to read text on
web pages, including instructions, disclaimers,
legalese, etc.
• Video clip
• Changes we made as a result of this:
– Simplify pages.
– Use clear and concise writing.
– Eliminate unnecessary text.
8
Results: Studies 1 and 2
Overall Usability Index
Study 1
Study 2
Linear (Study 1)
Linear (Study 2)
4.00
3.00
Performance Z-Score
2.00
1.00
0.00
-1.00 0
-2.00
-3.00
-4.00
-5.00
10
20
30
Performance
improved
significantly for
everyone!
40
50
60
70
80
90
Age (in years)
9
Some Future Directions
• Better ways of helping users understand
what a link will do before clicking on it.
• Interactive natural-language assistance
(“chat” with a virtual rep).
• Better ways of using audio to help users
with low vision.
• Easier and more secure ways of
authenticating.
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