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ISO 9241: Uma Proposta De Utilização Da Norma Para Avaliação Do Grau De Satisfação De Usuários De Software

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ISO 9241: Uma Proposta De Utilização Da Norma Para Avaliação Do Grau De Satisfação De Usuários De Software View metadata, citation and similar papers at core.ac.uk brought to you by CORE provided by Repositório Institucional da UFSC Universidade Federal de Santa Catarina Programa de Pós-Graduação em Engenharia de Produção ISO 9241: Uma Proposta de Utilização da Norma para Avaliação do Grau de Satisfação de Usuários de Software Dissertação submetida à Universidade Federal de Santa Catarina como requisito parcial para obtenção do grau de Mestre em Engenharia de Produção por Marco Aurélio Medeiros Florianópolis, 30 de julho de 1999 ISO 9241: Uma Proposta de Utilização da Norma para Avaliação do Grau de Satisfação de Usuários de Software Marco Aurélio Medeiros Esta dissertação foi julgada adequada para a obtenção do título de Mestre em Engenharia, especialidade Engenharia de Produção, área de concentração Ergonomia , e aprovada em sua forma final pelo curso de Pós-Graduação da Universidade Federal de Santa Catarina. Prof. Walter de Abreu Cybis, Dr. Orientador Prof. Ricardo Miranda Barcia, Dr. Ph.D. Coordenador do Curso de Pós-Graduação Banca Examinadora Prof. Neri dos Santos, Dr. Prof. Vitorio Bruno Mazzola, Dr. Prof. Walter de Abreu Cybis, Dr. ii Dedico este trabalho à minha esposa Márcia e a meus filhos, Artur e Luiza, motivos da minha existência e da minha felicidade. iii AGRADECIMENTOS Minha sincera gratidão: à minha família e à de minha esposa, pelo exemplo e apoio; à Diretoria da Softplan, Ílson, Guto e Marafon, e colaboradores, especialmente Fábio Miranda, estagiário no DERPR; Aos Departamentos de Estradas de Rodagem da Bahia, Distrito Federal, Paraná e Santa Catarina; ao Prof. Dr. Jochen Prümper, BAO – Alemanha, pela colaboração fundamental para a realização deste trabalho; ao meu Orientador, Dr. Walter Cybis, pela paciência e compreensão; ao Prof. Dr. Wolfgang Gerken, Alemanha, por me fornecer os primeiros artigos sobre o ISONORM; ao Prof. Ben Shneiderman, Universidade de Maryland, por destinar parte de seu precioso tempo para esclarecer algumas das minhas dúvidas; a todos os demais que, de alguma forma, contribuíram para a realização deste trabalho. iv SUMÁRIO LISTA DE TABELAS.....................................................................................................................IX LISTA DE ILUSTRAÇÕES...........................................................................................................XI LISTA DE ABREVIATURAS E SIGLAS.....................................................................................XI RESUMO......................................................................................................................................XII ABSTRACT..................................................................................................................................XIII 1. INTRODUÇÃO............................................................................................................................1 1.1. JUSTIFICATIVAS......................................................................................................................... 2 1.1.1. A Interação Homem-Computador: Quantidade e Qualidade............................................ 3 1.1.2. Desenvolvimento de Software: O Custo da Interface.......................................................5 1.1.3. O Papel Econômico da Produção de Software .................................................................6 1.1.4. Usabilidade e Engenharia de Software .............................................................................7 1.1.5. A Importância das Normatização Internacional...............................................................9 1.2. OBJETIVOS............................................................................................................................... 12 1.3. PREMISSAS.............................................................................................................................. 12 1.4. METODOLOGIA DE TRABALHO................................................................................................. 13 1.5. ESTRUTURA DO TRABALHO..................................................................................................... 14 2. CRITÉRIOS/PRINCÍPIOS ERGONÔMICOS PARA SOFTWARE.....................................16 2.1. AS OITO REGRAS DE OURO DE SHNEIDERMAN......................................................................... 16 2.1.1. Consistência..................................................................................................................... 17 2.1.2. Habilitação de Atalhos para Usuários Freqüentes ......................................................... 18 2.1.3. Feedback Informativo..................................................................................................... 18 2.1.4. Diálogos com Encerramento Evidente............................................................................ 18 2.1.5. Prevenção e Tratamento Simplificados de Erros............................................................ 19 2.1.6. Fácil Reversão das Ações................................................................................................ 19 2.1.7. Suporte ao Controle por parte do Usuário ..................................................................... 20 2.1.8. Redução da Carga da Memória de Curto Termo............................................................ 20 2.2. OS PRINCÍPIOS HEURÍSTICOS DE NIELSEN................................................................................. 20 2.2.1. Visibilidade do Estado do Sistema...................................................................................22 2.2.2. Compatibilidade entre Sistema e Mundo Real................................................................. 22 2.2.3. Liberdade e Controle do Usuário.................................................................................... 22 2.2.4. Consistência e Padrões.................................................................................................... 22 2.2.5. Prevenção de Erro...........................................................................................................23 2.2.6. Ênfase no Reconhecimento ..............................................................................................23 2.2.7. Flexibilidade e Eficiência no Uso.................................................................................... 23 2.2.8. Estética e Projeto Minimalistas.......................................................................................23 2.2.9. Auxílio ao Reconhecimento, Diagnóstico e Recuperação de Erros................................. 24 2.2.10. Help e Documentação.................................................................................................... 24 2.3. PRINCÍPIOS DE PROJETO CENTRADO NO USUÁRIO MICROSOFT................................................. 24 2.3.1. Usuário no Controle........................................................................................................ 25 v 2.3.2. Objetividade (Directness)................................................................................................ 25 2.3.3. Consistência..................................................................................................................... 25 2.3.4. Tolerância (Forgiveness)................................................................................................. 26 2.3.5. Feedback ......................................................................................................................... 27 2.3.6. Estética............................................................................................................................ 27 2.3.7. Simplicidade..................................................................................................................... 27 2.4. PRINCÍPIOS IBM ...................................................................................................................... 28 2.4.1. Simplicidade..................................................................................................................... 28 2.4.2. Suporte............................................................................................................................. 29 2.4.3. Familiaridade ..................................................................................................................29 2.4.4. Obviedade........................................................................................................................ 29 2.4.5. Encorajamento................................................................................................................ 30 2.4.6. Satisfação ........................................................................................................................ 30 2.4.7. Acessibilidade ..................................................................................................................30 2.4.8. Segurança........................................................................................................................ 31 2.4.9. Versatilidade.................................................................................................................... 31 2.4.10. Personalização...............................................................................................................32 2.4.11. Afinidade........................................................................................................................ 32 2.5. CRITÉRIOS ERGONÔMICOS DE BASTIEN E SCAPIN....................................................................
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