Institutionalization of Usability

of Solution. Domain Expertise. Methodology. Tools and Templates. Size and Stability. Corporate Cultural Match. Specializations. Organizational Structure. Change Management Ability. Quality Control and Feedback. Ongoing Training for the Consultancy's Staff. II. SETUP. 5: Strategy. What to Consider When Developing the Strategic Plan. A Proactive Organization. Coordinating Internal Staff and Consultants. Sidebar: Consultant and Internal Group Mix by Todd Gross, Medtronic MiniMed. The Importance of Sequence. Reacting to Past Events. Targets of Opportunity. Slower Can Be Better. Phasing in Design Standards. Key Groups for Support or Resistance. Sidebar: Executive Support for Usability within AT&T by Felica Selenko, AT&T. Training. Methodology and Infrastructure. The Project Path. Levels of Investment. 6. Training. Types of Training. Sidebar: The Difference between Knowledge and Skills Training by Phil Goddard, Human Factors International Knowledge Training. Who Should Get Knowledge Training? Skills Training. Who Should Get Skills Training? Certification. ATypical Training Plan. Conferences. 7. Methodology. What to Look for in a User-Centered Methodology. Sidebar: Integrating Usability into the Development Cycle, by Janice Nall, National Cancer Institute. An Outline of The Schaffer Method. The Plan Evaluation and Structure Phase. Know What the Organization Wants. Know What the Users Want. The Plan Standards Phase. The Plan Design and Implementation Phase. The Plan Evaluations Phase. Sidebar: A. G. Edwards' Usability Process and Methodology by Pat Malecek, A. G. Edwards & Sons, Inc. The Plan Localization Phase. A Quick Check of Your Methodology. The Challenges of Retrofitting a Development Life Cycle. Using Classic Methodologies. Retrofitting a Method That Has Added User-Centered Activities. Retrofitting a Development Process That Has Only Usability Testing. 8. Tools, Templates, and Testing Facilities. Introduction to Your Toolkit. Testing Facilities. Recording of Testing Sessions. Modeling Tools and Software. Data Gathering and Testing Techniques. The Special Needs of International Testing. Sidebar: The Bollywood Method by Apala Lahiri Chavan, Human Factors International. Recruiting Interview and Testing Participants. 9. Interface Design Standards. What Is an Interface Design Standard? Screen Design Templates. Other Contents of a Design Standard. The Scope of Design Standards. The Value of Design Standards. The Process and Cost of Developing Standards. Disseminating, Supporting, and Enforcing Standards. 10. Showcase Projects. The Value of a Showcase Project. Sidebar: Gaining Acceptance for the Usability Team by Arnie Lund, Microsoft. Selecting the Right Staff and Project. The Right Staff. The Right Project. Expectations. III. ORGANIZATION. 11. Organizational Structure. Organizational Structures for Usability Teams. Decentralized Structure. Matrix Structure. Centralized Structure. Sidebar: Being on Projects by Colin Hynes, Staples. Placement of a Central Team in the Overall Organization. Placement within Quality Assurance. Placement within IT. Placement within Marketing. Placement under a CXO. Sidebar: An Executive Must Champion Usability by Harley Manning, Forrester Research. Escalation of Problems. Graphic Artists, Writers, and Other Usability-Oriented Staff. 12. Staffing. The Chief User Experience Executive. The Central Usability Organization Manager. The Central Usability Organization Staff. The Internal Consultant. The Documenter. The Specialist. The Researcher. The Usability Manager and Practitioners. The Creative Director and the Graphic Designer. Outside Consultants. Sidebar: The Social Security Administration's Usability Team by Sean Wheeler, The Social Security Administration. What to Look for When Hiring. Usability Skills for a General Practitioner. Education. Experience. Usability Background That Includes Design. Specialist vs. Generalist. Real Skills and Knowledge. Interpersonal Skills and Level of Expertise. Archetypes. An Offshore Model. The Challenges and Success Factors of Offshore Staffing. The Limits of Offshore Usability. 13. Projects. Doing It Right. Managing by Project Importance. Who Will Do the Usability Work? Different Strategies for Practitioner Involvement. Working Smart. Efficient Project Planning. Sidebar: Organizational Support for Usability by Dana Griffith, American Electric Power. Estimating Usability Work. IV. LONG-TERM OPERATIONS. 14. Activities of the Established Usability Group. Maintaining Respect and Negotiating Effectively. Sidebar: The Value of a Research-Based Approach to Usability by Janice Nall, National Cancer Institute. Sidebar: Roadblocks in the Path to Good Usability-The IT Department by Harley Manning, Forrester Research. Maintaining Momentum. Evangelizing. Sidebar: The Role of the Central Usability Team by Arnie Lund, Microsoft. Training. Mentoring. Supporting Standards. Sidebar: Advocating Usability through a Strong Sense of Community by Felica Selenko, AT&T. Supporting the Community. Performing Usability Testing. Focusing on Metrics. Having Responsibility. Reporting to Executives. Sidebar: My Nine Principles to Keep Institutionalization Motivated by Colin Hynes, Staples. 15. The Future. Symptoms of Leaping the Chasm. Sidebar: Usability Trends by Harley Manning, Forrester Research. Maturity. Sidebar: The Future of Usability within a Government Agency by Sean Wheeler, The Social Security Administration. Your Organization's Maturity. Level 0: Clueless. Level 1: Piecemeal Usability. Level 2: Managed Usability. Level 3: Infrastructure. Level 4: Staffing. Level 5: Routine Usability. Sidebar: A Vision of the Future of Usability by Aaron Marcus, Aaron Marcus and Associates. New Technologies. Appendix. References. Index.