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Cost Justifying Usability a Case-Study at Ericsson Master thesis Computer science Thesis ID:MCS-2011-01 January 2011 Cost justifying usability a case-study at Ericsson Parisa Yousefi Pegah Yousefi School of Computing Blekinge Institute of Technology SE 371 39 Karlskrona Sweden 1 This thesis is submitted to the School of Computing at Blekinge Institute of Technology in partial fulfilment of the requirements for the degree of Master of Science in Computer Sci- ence. The thesis is equivalent to 20 weeks of full time studies. Contact Information: Author(s): Parisa Yousefi Address: Näktergalsvagen 5, Rödeby, 371 30 E-mail: [email protected] Pegah Yousefi Address: Drottninggatan 36, Karlskrona, 371 37 E-mail: [email protected] External advisor(s): Helen Sjelvgren Ericsson Address: Ölandsgatan 6 Karlskrona, 371 23 Phone: +46 10 7158732 University advisor(s): Dr Kari Rönkkö, Ph.D Jeff Winter Licentiate School of Computing Internet : www.bth.se/com Blekinge Institute of Technology Phone : +46 455 38 50 00 SE – 371 39 Karlskrona Fax : +46 455 38 50 57 Sweden 2 Abstract Usability in Human-computer Interaction and user- centered design is indeed a key factor, in success of any software products. However, software industries, in particular the attitude of revenue management, express a need of a economic and academic case, for justification of usability discipline. In this study we investigate the level of usability and usability issues and the gaps concerning usability activities and the potential users, in a part of charging system products in Ericsson. Also we try identifying the cost-benefit factors, usability brings to this project, in order to attempt 'justifying the cost of usability for this particular product'. In this exploratory research, a number of article sources such as Compendex, Inspec, IEEE Xplore, ACM Digital Library are used. Studies are then selected after reading titles, abstracts and keywords, then chosen if relevant to the subject, and the next article was searched iteratively, based on the previous presented keywords. A flexible research design approach was applied as the main research methodology. A usability test was performed on the specific GUI, in order to detect the potential problems; which might have passed the usability checkpoints in the development cycle. A recommendation list was then produced for possible improvements in product and processes used. As conclusions, tangible and non tangible values of usability tasks are highlighted. We also conclude that performing usability activities bring enormous values and save so much of overhead costs in our product. Another conclusion is that in order to secure all usability and user demands we need to involve them more in early GUI design, get more feedback and perhaps perform more detailed usability tests. Keywords: cost justification, usability, usability test, cost benefit models 3 Acknowledgements It is a pleasure to thank those whom made this thesis possible. It is difficult to overstate our gratitude to our supervisors, Dr Kari Rönkkö and Jeff Winter, with their en- thusiasm and inspiration and great efforts in enlightening us with their knowledge, sup- port and great ideas. We would like to thank our supervisors Helen Sjelvgren, in Ericsson's Usability team, for giving us her time and encouragement on our way. We Also extend our sincere gratitude to our colleagues at Ericsson, for their support, discussions and help with reviewing our use- cases, usability test conduction and great feedbacks. This thesis is dedicated to our parents, Zari and Akbar Yousefi and our wonderful life partners Marcus Lindblom (Parisa's husband) and Daniel Magnusson (Pegah's partner), who always support us in our endeavours and gave us the strength and encouragement to follow our dreams, specially with our work load and the studies. Parisa Yousefi, Pegah Yousefi 27th October 2010 Karlskrona, Sweden 4 Table of Contents Section1- Overview ..............................................................................................................7 1 INTRODUCTION.........................................................................................................7 1.1 Background............................................................................................................9 1.2 Research questions...............................................................................................11 1.3 Research methodology.........................................................................................12 1.4 Expected Outcomes .............................................................................................12 1.5 Aims and Objectives............................................................................................12 Section2- Research Methodology .......................................................................................13 2 THE RESEARCH METHODOLOGY .......................................................................13 2.1 An overview of Research Methodology...............................................................13 2.2 Literature Review.................................................................................................13 2.3 Case Study............................................................................................................13 2.4 Exploratory Research...........................................................................................16 2.5 Collection and Analysis of data............................................................................18 Section3- Results from literature review.............................................................................23 3 COST JUSTIFYING USABILITY..............................................................................23 3.1 Importance of Cost justifying usability over time................................................24 3.2 Agile system development...................................................................................27 4 USABILITY COST BENEFIT MODELS..................................................................29 4.1 Cost Benefit Models by Ehrlich and Rohn..........................................................29 4.2 Cost Benefit Model by Karat...............................................................................30 4.3 Cost Benefit Models by Mayhew and Mantei......................................................30 4.4 Cost Benefit Model by Bevan..............................................................................30 4.5 The Characteristics of Usability Cost Benefit Models ........................................31 4.5.1 Benefits for the product development .........................................................31 4.5.2 Benefits for marketing and sales..................................................................31 4.5.3 Benefits for customer support......................................................................31 4.5.4 Benefits for end users...................................................................................32 4.6 The Cost Benefit Factors......................................................................................32 5 RETURN ON INVESTMENT ...................................................................................33 5.1 Definition of ROI ................................................................................................33 5.2 Internal ROI.........................................................................................................34 5.3 External ROI........................................................................................................35 5.3.1 First time use................................................................................................36 5.3.2 The learning experience...............................................................................36 5.3.3 User performance by experienced users.......................................................37 5.3.4 Need for customer and support and service.................................................37 5.3.5 Customer satisfaction and attitudes..............................................................37 5.4 Social ROI ...........................................................................................................38 5.5 Specific ROI measurements and effects..............................................................39 Section4- Case-Study..........................................................................................................41 6 ERICSSON'S CHARGING SYSTEM PRODUCT AND USABILITY ....................41 6.1 History of Ericsson ..............................................................................................41 6.2 Charging system solutions...................................................................................41 6.2.1 Key capabilities............................................................................................42 6.3 Usability in Charging System .............................................................................43 6.3.1 User Interface Review at Ericsson...............................................................44 6.3.2 Usability evaluation done by consultant companies for Charging System 5 product...................................................................................................................45 6.4 Challenges in usability of Charging System GUI................................................45 6.5 Open end-interviews and discussions with colleagues .......................................46
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