5.3 Customer Satisfaction
5.3.3 Execution
Methodology
According to the hypothesis, this evaluation focuses upon end users of customer products. A study with people over 65 years of age who have mild to moderate hearing, vision and/or manual dexterity impairments was executed, in which the participants should access different products and perform predefined tasks. Two different categories of products were evaluated:
1. Existing User Interfaces
This category involves the evaluation of different products without the use and application of the framework. Resulting issues should be similar to recommen-dations implemented in the framework.
2. Emerged User Interfaces
This part of the study focuses upon the use of products, which were created with focus to inclusive design and usability by elderly people. The result is compared to results of the first category.
After both evaluations, issues and problems regarding the usability and accessibility were collected using interviews with participants.
Examined Products
Regarding existing user interfaces, the following tables 5.9, 5.10 and 5.11 present the used products1.
Both industrial partners of the VICON project provided emerged products with focus
1Larger images in appendix6.2
to issues of elderly customers. Regarding washing machine panels, Arc¸elik panel 1 was created for inclusive design purposes but without the use of the framework.
Due to the fact, that the emerged user interfaces are prototypes at an early stage, and do not have the full functionality as existing user interfaces, it was not possible to perform tasks as receive a call or send a text message when using the mock-up (table5.9).
Executed Tasks
With respect to product functionality, different tasks were performed by participants of the study. Some tasks on the mobile phone mock-up could not be performed due to non-functionality of prototypes.
Mobile Phones (figure5.9)
∙ Identify ”on” button
In the Doro PhoneEasy○R332 the ”on” button is the same as the ”off” button. It is visible as a small IEC 5010 power symbol on the red disconnect call button.
In the Mock-Up phone, this button (as all buttons) is the same, but without the power symbol.
∙ Successfully dial a number
The participants should dial a number and tell if any problems occurred.
∙ Press ”green” button to connect call
The ”green” button is marked as a telephone handset and placed similarly on both phones. On the Mock-Up Phone all button labels were white.
∙ Identify that a call is coming in
This task could not be evaluated with the Mock-Up Phone due to non-functionality.
∙ Press ”green” button to receive call
This task could not be evaluated with the Mock-Up Phone due to non-functionality.
∙ Identify the ”message” button (SMS)
On the 332, the button presents the letters ”SMS”. On the Mock-Up the button is represented as an envelope also on the right side.
∙ Open and read an incoming text message
On both mobile phones, participants had to press the ”message” button to open and read an incoming text message.
Source
-Model Physical Characteristics Image
Doro - Doro PhoneEasy
○R 332
∙ Small IEC 5010 power
symbol on red button for ”on”
and ”off” over a telephone handset.
∙ Receive call button marked green with telephone handset.
∙ ”SMS” button for messaging.
∙ Width: 102mm, length:
50mm, height: 16mm.
Doro - Doro Mock-Up
created using the framework
∙ High button spacing.
∙ All buttons labels are white.
∙ ”On” and ”off” button similar to PhoneEasy○332 butR without IEC 5010 power symbol.
∙ Messaging button marked with an envelope.
∙ Width: 123mm, length:
53mm, height: 16mm.
Table 5.9: Existing and emerged mobile phones used for evaluation of customer satisfaction
Source
-Model Physical Characteristics Image
Arc¸elik -Grundig large silver
∙ IEC 5010 power symbol
∙ Volume Up/Down on lower left as a right triangle marked with ”+” and ”-”.
∙ Channel Up/Down on lower right as ”P” with ”+” and ”-”.
∙ Width: 50mm, length:
224mm, height: 12mm at lowest, 22mm at highest point, height increases gradually from top to bottom.
Arc¸elik -Grundig large black
∙ IEC 5010 power symbol
∙ Volume Up/Down on lower left marked with ”-” and ”+”
on the left and right outer circle in the middle.
∙ Channel Up/Down on lower right as ”P+” and ”P-” on the top and bottom outer circle in the middle.
∙ Width: 45mm, length:
240mm, height: 17mm.
Arc¸elik -Grundig small black
∙ IEC 5010 power symbol
∙ Volume Up/Down on lower left marked with ”-” and ”+”
on the left and right outer circle in the middle.
∙ Channel Up/Down on lower right as ”ˆ” and ” ˆ
” on the top and bottom outer circle in the middle.
∙ Width: 50mm, length:
110mm, height: 17mm at lowest, 27mm at highest point, height increases gradually from top to bottom.
Table 5.10: Existing and emerged remote controls used for evaluation of customer satisfaction
Source
-Model Physical Characteristics Image
Arc¸elik -Arc¸elik Washing Machine Panel 1
∙ ”On / Off” button on the right side of the panel with a IEC 5010 power symbol.
∙ Program selection as rotary knob in the middle with 12 settings.
∙ Buttons and rotary knob are grey coloured.
∙ Different labelling (e.g.
under hand symbol ”Start / Pause / Cancel” button).
∙ LED information panel between program knob and detergent dispenser.
∙ Width: 590mm, height 125mm at shortest point and 150mm at longest point.
Arc¸elik -Arc¸elik Washing Machine Panel 2
∙ ”On / Off” button on the right side of the panel with a IEC 5010 power symbol.
∙ Only colored button is ”Start / Pause / Cancel” button.
∙ Program selection as rotary knob in the middle with 16 settings.
∙ LED information panel between program knob and detergent dispenser.
∙ ”+” and ”-” buttons with small gap between them.
∙ Width: 590mm, height 125mm at shortest point and 150mm at longest point.
Table 5.11: Existing and emerged washing machines used for evaluation of customer satisfaction
TV Remotes (figure5.10)
∙ Identify ”on” button
Typically the ”on” button on TV Remotes is presented as a red or red-labelled IEC 5010 power symbol. On all evaluated TV Remotes it is placed similarly on the top right of the remote.
∙ Press ”on” button
Participants were asked in this task to press the identified button.
∙ Identify the ”volume” button
On the Grundig large silver remote control, the volume buttons are located on the lower half of the remote on the left side, presented including a triangle. On both other remote controls, ”+” and ”-” buttons are used.
∙ Press Volume up/down key
The Grundig large silver has top-bottom alignment of the buttons. Both other devices a left-right alignment.
∙ Identify the ”channel up” button
On all remote controls, this button is located nearby the volume buttons.
∙ Press the ”channel up” button
The ”channel up” button is located on the lower half of the Grundig silver large remote control. On the Grundig black large it is realized as the ”P+” in the middle and on the Grundig small black as ”∧”.
∙ Identify location of compartment to change batteries
On all remote controls, the location of compartment is on the lower back side of the device.
∙ Identify how to open battery compartment
This task aims to describe problems with the handling, force and precision needed to open the compartment.
Washing Machines (figure5.11)
∙ Identify the ”on/off” button
On both washing machine panels the ”on/off” button is located on the right side of the panel.
∙ Push ”on/off” button
This task aims to describe problems with the force and precision needed to push the button.
∙ Identify the set Program
On both washing machine panels the program setting was realized as a rotary knob in the middle right of the panel.
∙ Turn knob to set Program
This task aims to describe problems with the force and precision needed to rotate the knob.
∙ Identify main control panel
On both panels the main control panel is located in the lower middle.
∙ Read and understand texts of main panel
This task aims to describe problems with labels of the rotary knob.
∙ Identify minor control panel
On both panels, the minor control panel is located in the middle.
∙ Read and understand texts of minor panel
This task aims to describe problems with labels of the minor panel.
Product Comparison
A product comparison was made and separated into three feature categories:
∙ Cognitive features:
Potential issues identified in both panels included those relating to the order of use and possible difficulties with interpretation of labels (use of unfamiliar terms and visual formatting to communicate information).
∙ Sensory features:
Potential issues included by increasing the labels, the spacing between labels decreased and they became harder to distinguish as well as a lack of audible feedback from the buttons.
∙ Physical features:
Potential issues related to the buttons and controls being difficult to press and turn.