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User Centred Metrics for Web Apps

Google Research 36299
15. Weischedel, B. & Huizingh, E. (2006). Website Optimization with Web Metrics: A Case Study. Proc of ICEC 06, ACM Press, pp. 463-470.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 151-152 | Added on Tuesday, 15 January 13 04:49:58
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10. Kohavi, R. et al. (2007). Practical Guide to Controlled Experiments on the Web. Proc of KDD 07, ACM Press, pp. 959-967.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 148-149 | Added on Tuesday, 15 January 13 04:49:52
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1. Akers, D. et al. (2009). Undo and Erase Events as Indicators of Usability Problems. Proc of CHI 2009, ACM Press, pp. 659-668. 2. Burby, J. & Atchison, S. (2007). Actionable Web Analytics. Indianapolis: Wiley Publishing, Inc.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 141-142 | Added on Tuesday, 15 January 13 04:49:33
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13. Tullis, T. & Albert, W. (2008). Measuring the User Experience. Burlington: Morgan Kaufmann. 14.UserZoom: http://www.userzoom.com
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 150-151 | Added on Tuesday, 15 January 13 04:48:22
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7. Gwizdka, J. & Spence, I. (2007). Implicit Measures of Lostness and Success in Web Navigation. Interacting with Computers 19(3), pp. 357-369.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 146-147 | Added on Tuesday, 15 January 13 04:48:06
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3. Chi, E. et al. (2002). LumberJack: Intelligent Discovery and Analysis of Web User Traffic Composition. Proc of WebKDD 2002, ACM Press, pp. 1-15.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 142-143 | Added on Tuesday, 15 January 13 04:47:48
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There are many challenges in ensuring accuracy of metrics based on web logs, such as filtering out traffic from automated sources (e.g. crawlers, spammers), and ensuring that all of the important user actions are being logged (which may not happen by default, especially in the case of AJAX or Flash-based applications).
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 128-130 | Added on Tuesday, 15 January 13 04:46:44
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Sometimes failure is easier to identify than success
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 124-125 | Added on Tuesday, 15 January 13 04:46:20
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Choose signals that are sensitive and specific to the goal ? they should move only when the user experience is better or worse,
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 123-124 | Added on Tuesday, 15 January 13 04:46:06
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Logs and surveys are the two signal sources we have used most often, but there are other possibilities (e.g. using a panel of judges to provide ratings).
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 122-123 | Added on Tuesday, 15 January 13 04:45:58
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What feelings or perceptions would correlate with success or failure?
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 119-120 | Added on Tuesday, 15 January 13 04:45:33
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Signals Next, think about how success or failure in the goals might manifest itself in user behavior or attitudes.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 118-119 | Added on Tuesday, 15 January 13 04:45:23
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Do not get too distracted at this stage by worrying about whether or how it will be possible to find relevant signals or metrics.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 117-118 | Added on Tuesday, 15 January 13 04:45:18
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Goals for the success of a particular project or feature may be different from those for the product as a whole.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 116-117 | Added on Tuesday, 15 January 13 04:45:14
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Goals The first step is identifying the goals of the product or feature, especially in terms of user experience. What tasks do users need to accomplish? What is the redesign trying to achieve? Use the HEART framework to prompt articulation of goals (e.g. is it more important to attract new users, or to encourage existing users to become more engaged?). Some tips that we have found helpful:
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 112-115 | Added on Tuesday, 15 January 13 04:45:03
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No matter how user-centered a metric is, it is unlikely to be useful in practice unless it explicitly relates to a goal, and can be used to track progress towards that goal. We developed a simple process articulating the goals of a that steps teams through product or feature, then identifying signals that indicate success, and finally building specific metrics to track on a dashboard.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 109-112 | Added on Tuesday, 15 January 13 04:43:59
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The team believed that the single-box approach was simplest and most efficient, so, in an A/B test, they tried a version that offered only the single box. They compared error rates in the two versions, finding that users in the single-box condition were able to successfully adapt their search strategies. This assured the team that they could remove the dual box for all users.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 106-109 | Added on Tuesday, 15 January 13 04:43:32
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If an optimal path exists for a particular task (e.g. a multi-step sign-up process) it is possible to measure how closely users follow it [7].
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 103-104 | Added on Tuesday, 15 January 13 04:42:54
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One way to measure these on a large scale is via a remote usability or benchmarking study, where users can be assigned specific tasks.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 101-102 | Added on Tuesday, 15 January 13 04:42:41
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Adoption and Retention tend to be especially useful for new products and features, or those undergoing redesigns; for more established products they tend to stabilize over time, except for seasonal changes or external events.
User Centred Metrics for Web Apps - Google Research 36299 - Your Highlight Location 93-94 | Added on Tuesday, 15 January 13 04:42:02
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