CUA of the Month – September, 2013

Agnes Leung
"Everything from the training: scientific research, usability testing, design methodologies and design principles are all applicable to my everyday work. It has enabled me to take a holistic approach to UX design."
 
Agnes Leung
Senior User Experience Designer
OpenText

Shining the Wide Angle Lens on User Experience

by Jim Garrett

Our Certified Usability Analyst of the Month, Agnes Leung, comes from OpenText in Toronto, Canada where she is Senior User Experience Designer. Agnes can speak to usability issues from a versatile point of view.

She started off as Creative Director sixteen years ago at a software company where she managed marketing and product creatives. Then with exposure to R & D and the developers, her passion drove her to work with a team of software architects and engineers where she developed complex web, mobile and desktop applications. This led her to user-centered design. This path of experience, combined with five years of usability work at OpenText working with global teams, makes Agnes an excellent choice for CUA of the Month as she can speak from a wide angle lens on user experience. She received her CUA in 2012.

So OpenText does content management?

We have expanded our company mission from ECM (Enterprise Content Management) to EIM (Enterprise Information Management).

What does that mean?

That means a single integrated solution for managing structured and unstructured information within an organization so that people from various disciplines can actually access their information. Then we have a social layer where people can share the information or have conversations about the information and then it’s collaboration on top of this, turning information into innovation.

Is there anyone else in your team or are you the sole usability person?

We have a very established User Experience Design team. It has various disciplines; it has research, usability, interaction design and visual design. UX designers work directly with product managers, software architects and developers. We sometimes work independently and sometimes in conjunction with other UX team members.

Can you talk about some of your current projects?

I just finished a social product offering which was quite a challenge and I’m working on its mobile counterpart. It has not been released or launched yet but it does open up another horizon for me. I have done some mobile design before. This time I’m looking at it with a lot of usability approaches and that’s a benefit from my CUA training.

Is there anything specific that you’re using now for usability with mobile devices?

It’s a lot of testing and I have adopted the Axure Mobile templates so that the interactive prototype can be installed on a physical device and usability testing can be conducted with the device. I work with our usability team on the test script. For the test, we had a camera pointing at the mobile device. The test session was transmitted live and also recorded for further analysis. I’ve noticed that testing with an emulator can yield a totally different experience than testing with a physical device.

Do you work with a lot of users?

We do a lot of usability testing and I sit in on every one of them. We had about 4 rounds of usability tests, approximately 30 participants in total for my current mobile project. It is very interesting to watch because even though some of them completed their task and said “OK, I’m done,” it does not necessarily mean a successful design. The design flaw is often revealed when participants start explaining how and why they accomplished the task. With my CUA training, I no longer rely solely on user ratings and usability scores. I like to watch and analyze to optimize usability testing efforts.

What sort of developments or challenges do you see moving forward?

I think we are going to have another wave of challenges coming up with responsive design. In responsive design, the design is not limited to a particular form factor. A product’s user experience needs to be consistent, yet tailored to fit all. With proper usability knowledge I can readily think ahead: what should be shown and how effective will that information be when the size of the screen is reduced. My graphic and visual design knowledge gave me an added advantage of being able to take on a holistic approach when I prototype. The CUA training has given me a solid backup in the way I think and proceed in the design process.

When you’re talking about the size of screen, you mean going from a website to a mobile screen?

That’s right. Going from a screen width of 1920 pixels to 320 pixels; and going from a landscape to a portrait orientation while retaining an engaging and usable UX is a challenge. On top of that, the UI of enterprise software often gets customized to brand. Therefore the use of color, the size of icons, etc. needs careful consideration so that the user experience will stay intact despite a changed look-and-feel. In terms of interaction, there are companies who focus on media management and others like law firms who focus on documents. The file library UI would therefore have to find a balance and satisfy such diverse needs. These are just some considerations that, with a wider and deeper understanding of usability, can be accurately captured and gets put earlier into the design planning.

After a product is released do you get feedback on how it’s being used?

Yes, we certainly do. When the product is released we get customer feedback either directly from customers or through various internal sources: field engineers, sales, marketing, R&D, professional services, etc. Product management is responsible for managing the feedback.

And then if you get feedback from customers then you might make changes based on that?

Yes, we have an established Customer Design Partnership Program. We collaborate with customers throughout the product development lifecycle to help iterate, and incorporate important business values into our products. We would have internal meetings to discuss customer feedback, and changes would go through product management. We plan, track, design, and work with JIRAs. Everything is filed and there are procedures to follow. UX design is part of the agile IDP (Iterative Development Process) at OpenText.

As you’ve had previous usability experience, what do you feel was significant for you in taking the HFI certification?

I’ve been telling my friends and colleagues if my brain were a disk drive then the certification actually did a disk defragmentation on me.

It actually helps me to understand and consolidate my knowledge and experience. It is a very, very good training for me.

Have there been things from the training that you’ve been able to specifically apply to your current projects?

Oh, absolutely, because we have such an established team, there are experts in every field. As a Lead UX Designer, I sometimes have to work independently while other times I rely on the other UX team members to do what they do best. From the increased understanding of usability the training gave me, I’ve been able to work as a very integral member of the matrix organization. Everything from the training: scientific research, usability testing, design methodologies and design principles are all applicable to my everyday work. It has enabled me to take a holistic approach to UX design.

User-centered design is something we need to focus on and I think the training also provided me the expertise to explain or express design ideas properly to stakeholders.

Do you feel they take you more seriously as a result?

Yes, data is very powerful. I am now able to analyze the usability and translate data into best practices, which can also be used as design guidelines.

What do you enjoy most about your work?

I think I enjoy understanding the science behind usability because it provided me grounds for thinking outside of the box. I also enjoy being creative for a purpose… “helping users achieve their goals.”

Thank you, Agnes, for being a great model for HFI’s CUA of the Month.

I wanted to really thank HFI for such a great course. I’ve been waiting for them to come to Toronto. I was really wanting to do the courses all in one go and I think they’re great. I look forward to having them here again with other courses on mobile.

CUA of the Month

Each month we highlight the successes and achievements of a different member of our CUA community. If you are a Certified Usability Analyst and would like to be considered for CUA of the Month recognition, please send a brief professional bio to hfi@humanfactors.com

Privacy policy

Reviewed: 18 Mar 2014

This Privacy Policy governs the manner in which Human Factors International, Inc., an Iowa corporation ("HFI") collects, uses, maintains and discloses information collected from users (each, a "User") of its humanfactors.com website and any derivative or affiliated websites on which this Privacy Policy is posted (collectively, the "Website"). HFI reserves the right, at its discretion, to change, modify, add or remove portions of this Privacy Policy at any time by posting such changes to this page. You understand that you have the affirmative obligation to check this Privacy Policy periodically for changes, and you hereby agree to periodically review this Privacy Policy for such changes. The continued use of the Website following the posting of changes to this Privacy Policy constitutes an acceptance of those changes.

Cookies

HFI may use "cookies" or "web beacons" to track how Users use the Website. A cookie is a piece of software that a web server can store on Users’ PCs and use to identify Users should they visit the Website again. Users may adjust their web browser software if they do not wish to accept cookies. To withdraw your consent after accepting a cookie, delete the cookie from your computer.

Privacy

HFI believes that every User should know how it utilizes the information collected from Users. The Website is not directed at children under 13 years of age, and HFI does not knowingly collect personally identifiable information from children under 13 years of age online. Please note that the Website may contain links to other websites. These linked sites may not be operated or controlled by HFI. HFI is not responsible for the privacy practices of these or any other websites, and you access these websites entirely at your own risk. HFI recommends that you review the privacy practices of any other websites that you choose to visit.

HFI is based, and this website is hosted, in the United States of America. If User is from the European Union or other regions of the world with laws governing data collection and use that may differ from U.S. law and User is registering an account on the Website, visiting the Website, purchasing products or services from HFI or the Website, or otherwise using the Website, please note that any personally identifiable information that User provides to HFI will be transferred to the United States. Any such personally identifiable information provided will be processed and stored in the United States by HFI or a service provider acting on its behalf. By providing your personally identifiable information, User hereby specifically and expressly consents to such transfer and processing and the uses and disclosures set forth herein.

In the course of its business, HFI may perform expert reviews, usability testing, and other consulting work where personal privacy is a concern. HFI believes in the importance of protecting personal information, and may use measures to provide this protection, including, but not limited to, using consent forms for participants or "dummy" test data.

The Information HFI Collects

Users browsing the Website without registering an account or affirmatively providing personally identifiable information to HFI do so anonymously. Otherwise, HFI may collect personally identifiable information from Users in a variety of ways. Personally identifiable information may include, without limitation, (i)contact data (such as a User’s name, mailing and e-mail addresses, and phone number); (ii)demographic data (such as a User’s zip code, age and income); (iii) financial information collected to process purchases made from HFI via the Website or otherwise (such as credit card, debit card or other payment information); (iv) other information requested during the account registration process; and (v) other information requested by our service vendors in order to provide their services. If a User communicates with HFI by e-mail or otherwise, posts messages to any forums, completes online forms, surveys or entries or otherwise interacts with or uses the features on the Website, any information provided in such communications may be collected by HFI. HFI may also collect information about how Users use the Website, for example, by tracking the number of unique views received by the pages of the Website, or the domains and IP addresses from which Users originate. While not all of the information that HFI collects from Users is personally identifiable, it may be associated with personally identifiable information that Users provide HFI through the Website or otherwise. HFI may provide ways that the User can opt out of receiving certain information from HFI. If the User opts out of certain services, User information may still be collected for those services to which the User elects to subscribe. For those elected services, this Privacy Policy will apply.

How HFI Uses Information

HFI may use personally identifiable information collected through the Website for the specific purposes for which the information was collected, to process purchases and sales of products or services offered via the Website if any, to contact Users regarding products and services offered by HFI, its parent, subsidiary and other related companies in order to otherwise to enhance Users’ experience with HFI. HFI may also use information collected through the Website for research regarding the effectiveness of the Website and the business planning, marketing, advertising and sales efforts of HFI. HFI does not sell any User information under any circumstances.

Disclosure of Information

HFI may disclose personally identifiable information collected from Users to its parent, subsidiary and other related companies to use the information for the purposes outlined above, as necessary to provide the services offered by HFI and to provide the Website itself, and for the specific purposes for which the information was collected. HFI may disclose personally identifiable information at the request of law enforcement or governmental agencies or in response to subpoenas, court orders or other legal process, to establish, protect or exercise HFI’s legal or other rights or to defend against a legal claim or as otherwise required or allowed by law. HFI may disclose personally identifiable information in order to protect the rights, property or safety of a User or any other person. HFI may disclose personally identifiable information to investigate or prevent a violation by User of any contractual or other relationship with HFI or the perpetration of any illegal or harmful activity. HFI may also disclose aggregate, anonymous data based on information collected from Users to investors and potential partners. Finally, HFI may disclose or transfer personally identifiable information collected from Users in connection with or in contemplation of a sale of its assets or business or a merger, consolidation or other reorganization of its business.

Personal Information as Provided by User

If a User includes such User’s personally identifiable information as part of the User posting to the Website, such information may be made available to any parties using the Website. HFI does not edit or otherwise remove such information from User information before it is posted on the Website. If a User does not wish to have such User’s personally identifiable information made available in this manner, such User must remove any such information before posting. HFI is not liable for any damages caused or incurred due to personally identifiable information made available in the foregoing manners. For example, a User posts on an HFI-administered forum would be considered Personal Information as provided by User and subject to the terms of this section.

Security of Information

Information about Users that is maintained on HFI’s systems or those of its service providers is protected using industry standard security measures. However, no security measures are perfect or impenetrable, and HFI cannot guarantee that the information submitted to, maintained on or transmitted from its systems will be completely secure. HFI is not responsible for the circumvention of any privacy settings or security measures relating to the Website by any Users or third parties.

Correcting, Updating, Accessing or Removing Personal Information

If a User’s personally identifiable information changes, or if a User no longer desires to receive non-account specific information from HFI, HFI will endeavor to provide a way to correct, update and/or remove that User’s previously-provided personal data. This can be done by emailing a request to HFI at hfi@humanfactors.com. Additionally, you may request access to the personally identifiable information as collected by HFI by sending a request to HFI as set forth above. Please note that in certain circumstances, HFI may not be able to completely remove a User’s information from its systems. For example, HFI may retain a User’s personal information for legitimate business purposes, if it may be necessary to prevent fraud or future abuse, for account recovery purposes, if required by law or as retained in HFI’s data backup systems or cached or archived pages. All retained personally identifiable information will continue to be subject to the terms of the Privacy Policy to which the User has previously agreed.

Contacting HFI

If you have any questions or comments about this Privacy Policy, you may contact HFI via any of the following methods:
Human Factors International, Inc.
PO Box 2020
1680 highway 1, STE 3600
Fairfield IA 52556
hfi@humanfactors.com
(800) 242-4480

Terms and Conditions for Public Training Courses

Reviewed: 18 Mar 2014

Cancellation of Course by HFI

HFI reserves the right to cancel any course up to 14 (fourteen) days prior to the first day of the course. Registrants will be promptly notified and will receive a full refund or be transferred to the equivalent class of their choice within a 12-month period. HFI is not responsible for travel expenses or any costs that may be incurred as a result of cancellations.

Cancellation of Course by Participants (All regions except India)

$100 processing fee if cancelling within two weeks of course start date.

Cancellation / Transfer by Participants (India)

4 Pack + Exam registration: Rs. 10,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the course (4 Pack-CUA/CXA) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Cancellation / Transfer by Participants (Online Courses)

$100 processing fee if cancelling within two weeks of course start date. No cancellations or refunds less than two weeks prior to the first course start date.

Individual Modules: Rs. 3,000 per participant ‘per module’ processing fee (to be paid by the participant) if cancelling or transferring the course (any Individual HFI course) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Exam: Rs. 3,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the pre agreed CUA/CXA exam date before three weeks from the examination date. No refund or carry forward of the exam fees if requesting/cancelling or transferring the CUA/CXA exam within three weeks before the examination date.

No Recording Permitted

There will be no audio or video recording allowed in class. Students who have any disability that might affect their performance in this class are encouraged to speak with the instructor at the beginning of the class.

Course Materials Copyright

The course and training materials and all other handouts provided by HFI during the course are published, copyrighted works proprietary and owned exclusively by HFI. The course participant does not acquire title nor ownership rights in any of these materials. Further the course participant agrees not to reproduce, modify, and/or convert to electronic format (i.e., softcopy) any of the materials received from or provided by HFI. The materials provided in the class are for the sole use of the class participant. HFI does not provide the materials in electronic format to the participants in public or onsite courses.