Product Overview

The Usability Kit

Preface
- About this Kit
- Who should Use this Kit?
- How to Use this Kit
- Thinking About Users
- Acknowledgments
Manual
1. Understanding Usability
  - What Makes a Web Site Usable?
  - What is Usability?
  - Usability Principles
    - Providing Effective Navigation and Orientation
    - Providing Appropriate Functions
    - Providing Access to Help and Support
    - Minimizing Errors
    - Giving Users Control
    - Allowing for Flexible Ways of Working
    - Speaking Users’ Language
    - Keeping Users Informed
    - Being Consistent
    - Implementing a Clear Visual Design
  - A Note on Technology
    - The Benefits of AJAX
    - The Need for Consistency
    - AJAX and Accessibility
  - Usability and the Bottom Line
  - Putting Usability into Practice
    - The Three Stages
  - Conclusion
  - Resources
    - Further Reading
2. Analysis
  - Understanding Business Requirements
    - Defining Business Goals
  - Understanding Users
    - What Should you Know?
    - Which Technique Should you Use?
  - Contextual Inquiry
    - Planning
    - Preparing for Site Visits
    - Conducting the Visits
    - Reporting
  - User Interviews
  - Surveys
  - Focus Groups
  - Summary
  - Resources
    - Further Reading
3. Designing with Users
  - Preparing to Design
    - Task Analysis
    - Personas
    - Scenarios
  - Including Users in the Design Process
    - How to Involve Users
  - Participatory Design
    - When to Use Participatory Design
    - Planning Participatory Design
    - Running a Participatory Design Session
  - Technique: Affinity Diagramming
  - Technique: Paper Prototyping
    - Conducting Paper Prototyping
  - Summary
  - Resources
    - Further Reading
4. Information Architecture
  - Introduction
    - Data, Information, and Knowledge
  - Information Structures
    - Characteristics of a Good Structure
    - Breadth and Width
  - Types of Structure
    - The Hierarchy
    - The Tree
    - Nodes and Facets
    - Organic Structures
  - Terminology and Language
    - Matching Users’ Terms
    - Consistent Terminology
    - Controlled Vocabulary
    - Spelling Mistakes
    - Metadata
  - Card Sorting
    - Collecting Card Sort Data
    - Conducting a Card Sort
    - User or Expert?
    - Analyzing the Data
  - Information Architecture Documentation
    - Sitemaps
    - Wireframes
  - Summary
  - Resources
    - Further Reading
    - Related Links
5. Evaluation and Testing
  - A Question of Usability
    - Evaluations and Ego
  - Types of Evaluation
  - Preparing for the Evaluation
  - Choosing an Evaluation Technique
  - Usability Reviews
    - Preparing to Conduct a Usability Review
    - Materials for a Usability Review
    - Conducting the Usability Review
    - Identifying Issues
    - Making Recommendations
    - Analyzing your Findings
    - Reporting
    - How Long does a Usability Review Take?
  - Usability Testing
    - Planning for a Usability Test
    - Choosing Participants
    - Facilitating a Test
    - Using Observers
    - Choosing Test Tasks
    - Usability Test Materials
    - Running a Pilot Test
    - Running the Usability Test
    - Analyzing your Findings
    - Reporting
    - How Long does a Usability Test Take?
    - Test Laboratory and Equipment
    - Political Considerations
  - Usability Walkthroughs
    - Conducting a Usability Walkthrough
  - Recruiting Participants
  - Summary
  - Resources
    - Further Reading
    - Related Links
6. How to Use the Blueprints
II. Usability Blueprints
1. About Us
  - Introduction
  - Users and Tasks
  - Best Practices
    - Providing a Company Description
    - Ensuring Currency of Content
    - Presenting Fast Facts
    - Including Biographies
    - Displaying an Organizational Chart
    - Presenting the Mission Statement
    - Linking to Customer Support
    - Addressing Investor Relations Needs
    - Providing Access to Press Releases and Latest News
    - Linking to Registration Information
    - Listing Job Opportunities
  - Pitfalls
  - Schematics
  - Related Blueprints
2. Blogs
  - Introduction
  - Users and Tasks
  - Best Practices
    - Using an Existing Blog Solution
    - Posting Topics of Interest
    - Showing Recent Activity
    - Identifying Activity
    - Providing a Short Description
    - Allowing Users to Post Comments
    - Identifying Authors
    - Showing the Date and Time of the Post
    - Providing Permanent Links
    - Providing Archives
    - Categorizing Posts
    - Providing a Search Function
    - Providing an XML Feed
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
    - Related Links
3. Contact Us
  - Introduction
  - Users and Tasks
  - Best Practices
    - Providing Ready Access
    - Providing a Phone Number
    - Providing Multiple Contact Methods
    - Providing Multiple Contact Points
    - Listing Physical Locations and Opening Hours
    - Being Responsive
    - Avoiding Advertisements
    - Providing a Feedback Form
  - Pitfalls
  - Schematics
  - Resources
    - Further Reading
4. Customer Support
  - Introduction
  - Users and Tasks
  - Best Practices
    - Clearly Identifying Customer Support
    - Providing Contact Numbers
    - Providing Current Information
    - Answering Common Questions
    - Avoiding Distractions
    - Being Helpful and Efficient
    - Being Responsive
    - Providing Access to Documentation
    - Using Clear Language
    - Providing Links to Similar or Related Areas
    - Making Content Visible
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
5. Errors
  - Introduction
  - Best Practices
    - Anticipating and Preventing Errors
    - Handling 404 Errors
    - Displaying Errors in Forms Clearly
    - Showing Errors within a Form
    - Avoiding Jargon
    - Anatomy of an Error Message
    - Providing Paths to Assistance
  - Pitfalls
  - Schematics
  - Resources
    - Further Reading
6. Forms
  - Introduction
  - Form Design
  - Users and Tasks
  - Best Practices
    - Testing your Forms
    - Speaking Users’ Language
    - Minimizing Instructions
    - Providing Appropriate Choices
    - Framing Requirements as Questions
    - Using Asterisks for Mandatory Fields
    - Using a Progress Indicator
    - Using a Grid
    - Providing Submit and Cancel Buttons
    - Supporting Clear
    - Retaining Data during Navigation
    - Validating Forms
    - Guaranteeing Privacy and Security
    - Minimizing Data Collection
  - Pitfalls
  - Downloadable Forms
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
    - Related Links
7. Forums
  - Introduction
  - Users and Tasks
  - Out-of-the-box Solutions
  - Best Practices
    - Providing Topics of Interest
    - Providing Calls to Participate
    - Establishing Rules and Guidelines
    - Supporting Invitations
    - Allowing Users to Log In
    - Showing Logged-in Status
    - Protecting Users’ Privacy
    - Supporting Lurkers
    - Displaying a Member List
    - Supporting Personalization
    - Supporting Email and RSS
    - Making Posting Easy
    - Supporting File Uploads
    - Showing Recent Activity
    - Showing Levels of Activity
    - Supporting Threads
    - Showing Post Information
    - Supporting Private Messaging and Email
    - Supporting Mark as Read
    - Making it Easy to Reply
    - Allowing Members to Report Inappropriate Posts
    - Supporting Unsubscription
  - Providing a Search Function
    - Allowing for Maintenance
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
    - Related Links
8. Help and FAQs
  - Introduction
  - Users and Tasks
  - Best Practices
    - Keeping FAQs Current
    - Speaking Users’ Language
    - Providing Different Forms of Help
    - Providing Contact Details
    - Keeping Help to a Minimum
    - Using Templates
    - Keeping Content Types Separate
    - Enabling Search
    - Linking To and From Help
    - Avoiding Reliance on Help
    - Making Step-by-step Instructions Visible
    - Providing Printable Help
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
9. Homepage
  - Introduction
  - Users and Tasks
  - Best Practices
    - Identifying Homepage Content Requirements
    - Identifying the Homepage Clearly
    - Providing Quick Links
    - Providing Access to FAQ
    - Presenting Calls to Action
    - Avoiding Splash Screens
    - Minimizing Load Times
    - Introducing Primary Navigation
    - Minimizing Content
    - Minimizing Scrolling
    - Providing Access to Customer Support and Contact Us Areas
    - Providing Search Functionality
    - Providing a Sitemap
    - Indicating the Currency of Information
  - Intranets
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
10. Horizontal and Vertical Navigation
  - Introduction
  - Best Practices
    - Choosing One Location
    - Presenting Vertical Navigation on the Left
    - Making Navigation Clickable
    - Showing the User’s Current Location
    - Using Dynamic Menus
    - Using Horizontal, then Vertical Navigation Systems
    - Differentiating the Main Navigation from other Functions
    - Speaking the User’s Language
    - Limiting the Number of Navigational Items Available
    - Testing your Navigation
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
11. Log In
  - Introduction
  - Best Practices
    - Using Consistent Terminology
    - Providing Ready Access to a Login Form
    - Showing Logged-in Status
    - Providing Username and Password Fields
    - Differentiating the Login Component Clearly
    - Providing “Remember Me” Functionality
    - Providing Security
    - Reminding Users of Forgotten Usernames and Passwords
    - Providing Registration Links
    - Allowing Users to Log Out
    - Providing a Privacy Statement
  - Schematics
  - Related Blueprint
  - Resources
    - Further Reading
12. My Account
  - Introduction
  - Users and Tasks
  - Best Practices
    - Indicating Login Status
    - Allowing Users to Change their Details
    - Providing Appropriate Personal, Financial, and other Details
    - Guaranteeing Security
    - Providing “Remember Me” Capability
    - Listing Subscribed Services
    - Showing Recent Transactions
    - Providing Quick Access to Common Functions
    - Displaying the Benefits of Registration
    - Allowing the Management of Content Delivery Channels
    - Using the My Account Section for Promotion
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
13. News and Media
  - Introduction
  - Users and Tasks
  - Best Practices
    - Providing Comprehensive Content
    - Using Standard Terms
    - Providing Access to the News and Media Section
    - Listing Recent Releases First
    - Creating an Archive
    - Enabling Users to Find Specific Content
    - Listing Contact Points
    - Promoting Upcoming Events
    - Displaying Photo Credits
    - Providing Audio and Video Content Formats
    - Presenting a Downloadable Press Kit
    - Providing Email Access to Media Updates
    - Publishing Content to RSS Feeds
    - Linking to Feedback Mechanisms
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
14. Newsletters
  - Introduction
  - Users and Tasks
  - Best Practices
    - Understanding your Readers
    - Sending a Welcome Newsletter
    - Providing HTML and Text Delivery Options
    - Designing the Layout
    - Titling the Newsletter
    - Displaying the Company Logo and Brand
    - Allowing Scrolling and the Use of Navigation as Required
    - Including Quality Content
    - Setting and Meeting Delivery Schedules
    - Linking to Contact Details
    - Providing a Newsletter Archive
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
    - Related Links
15. Privacy and Security Notices
  - Introduction
  - Users and Tasks
  - Best Practices
    - Using Standard Terminology
    - Providing High Visibility
    - Providing Clear Notices
    - Using Security Images and Icons
    - Making it Easy to Change Preferences
    - Answering Frequently Asked Questions
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Related Links
16. Product Pages
  - Introduction
  - Users and Tasks
  - Best Practices
    - Conducting User Research
    - Answering Common Questions
    - Providing a Call to Action
    - Being Consistent
    - Providing Clear Images
    - Providing Enhanced Product Views
    - Providing Product Overviews
    - Providing Detailed Product Information
    - Showing the Price
    - Giving Users the Ability to Compare
    - Providing Access to Further Information
    - Facilitating the Emailing of Product Information
    - Providing Printable Pages
  - Pitfalls
  - Schematics
  - Resources
    - Further Reading
17. Progress Indicators
  - Introduction
  - Users
  - Best Practices
    - Providing Accurate Progress Indicators
    - Supporting Multiple Paths
    - Allowing Users to Move Forward and Backward
    - Using Clear Page Titles
    - Differentiating Progress Indicators from Site Navigation
    - Using a Consistent Location
    - Showing Current Location and Completed Steps
    - Showing Step Numbers
  - Pitfalls
  - Schematics
  - Resources
    - Further Reading
18. Registration
  - Introduction
  - Users and Tasks
  - Best Practices
    - Establishing a Value Proposition
    - Establishing Trust
    - Asking Only for Appropriate Information
    - Ensuring Security
    - Avoiding Errors
    - Providing Progress Indicators
    - Providing Feedback
    - Providing Ready Access to Registration
    - Conducting a Usability Test
  - Pitfalls
  - Schematics
  - Resources
    - Further Reading
19. Search
  - Introduction
  - Users and Tasks
  - Best Practices
    - Positioning the Search Function Prominently
    - Providing for Simple Search First
    - Providing Advanced Search Functionality
    - Handling Case-sensitivity
    - Monitoring Search Usage
    - Providing Appropriate Details of Results
    - Supporting Alternative Keyword Spelling
    - Making Results Relevant
    - Highlighting Keywords
    - Providing Clear Descriptions
    - Listing Ten to Twenty Items
    - Providing Access to More Results
    - Refining the Search
    - Handling Zero Results
    - Categorizing the Results
  - Pitfalls
  - Schematics
  - Resources
    - Further Reading
20. Shopping Carts and Checkout
  - Introduction
  - Users and Tasks
  - Best Practices
    - Providing a Call to Action
    - Providing Access to the Shopping Cart
    - Letting Users Change Shopping Cart Contents
    - Making the Checkout Visible
    - Providing Good Customer Service
    - Listing Shipping Options
    - Addressing International Issues
    - Providing Progress Reports
    - Favoring the Customer
    - Remembering Credit Card Details
    - Saving and Resuming Shopping
    - Confirming Purchases
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
21. Sitemaps
  - Introduction
  - Users and Tasks
  - Best Practices
    - Providing Access to the Sitemap
    - Keeping Sitemaps Brief
    - Using the Term “Sitemap”
    - Deciding Whether or Not to Use Sitemaps on Small Sites
    - Avoiding Reliance on Sitemaps
    - Using Clear Headings and Layouts
    - Listing Primary and Secondary Options
    - Using Text Links
    - Keeping Sitemaps Current
    - Testing Sitemaps
  - Schematics
  - Resources
    - Further Reading
22. Subscription
  - Introduction
  - Users
  - Best Practices
    - Making it Easy to Subscribe
    - Letting Users Manage Subscriptions
    - Providing Details of Subscription Content
    - Displaying the Delivery Schedule
    - Making Unsubscription Easy
    - Offering HTML and Text Options
    - Confirming Changes
    - Explaining RSS
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
23. Tabs
  - Introduction
  - Users and Tasks
  - Best Practices
    - Displaying Tabs from Left to Right
    - Using only One Row of Tabs
    - Using no More than Eight Tabs
    - Naming Tabs Clearly
    - Making Tabs Look like Tabs
    - Placing Secondary Navigation Below Tabs
    - Indicating the Current Selection
    - Using Tabs for Navigation, not Action
    - Using Clear Visual Design
  - Pitfalls
  - Schematics
  - Related Blueprints
  - Resources
    - Further Reading
    - Related Links
24. Video and Audio Content
  - Introduction
  - Users and Tasks
  - Best Practices
    - Using Appropriate Media
    - Indicating Audio or Video Content
    - Providing Program Guides
    - Supporting Download and Installation
    - Detecting Connection Speeds
    - Minimizing the Impacts of Download Times
    - Remembering Users’ Settings
    - Using an Embedded Player
    - Playing Content Automatically
    - Indicating Costs
    - Including a Date
    - Providing Descriptions of Content
    - Providing Alternatives to Rich Media Files
    - Indicating Files’ Duration and Size
    - Supporting Multiple Forms of Delivery
    - Supporting Podcasts
    - Using Common Terminology
    - Providing Media Player Controls
    - Providing a Search Function
  - Schematics
  - Resources
    - Further Reading
    - Related Links
25. Index
Get the Free Sample! Order this Kit NOW

By Gerry Gaffney and Daniel Szuc

Product Information

Features

Latest Update: November 2006

Includes bonus CD-ROM containing schematics you can use in your websites straight away
Sturdy 3-ring binder, containing 397 pages
Contains bonus Magnetic Web Widgets for UI planning!

Customer Reviews

Live, unmoderated reviews from our customers, typos and all.

I am very impressed with the quality and substance of all your products. I plan to purchase more of your products in the near future. Thank you!

Heidi Leonard, USA

Pretty comprehensive, but perhaps a little verbose.

jodie tipping, New Zealand
2 Jun 2008

I received my book in a few time, after some initial problem with delivery.

Thanks again for support

riccardo cocozza, Italy

I think if in the example chapter the images are with colors, the printed version should to have colors too.

Félix Zapata Berlinches, Spain

Great reference book with current real world examples and best practice. Simple and relevant information for designing and implementing web sites in order to provide a greater user experience. A must have for all web masters as well as web designers and developers.

Dario Suveljak, USA

Congratulation on publishing this book, it is well planned and well written and the contents are wisely explained. It is a gem and goldmine of information useful to any web designers and also marketing executives and come think about it, every user should have it.

Shankut Somaiya, USA

The kit arrived and is very impressive. I was very impressed with the support and service from sitepoint. I have used a couple of the forms in the book for some usability testing. Some of the material is in greater depth than I need and some a little heavy-going for me.

K Maxwell, United Kingdom

My first impressions are very good.

However there doesn't seem to be much on usability with regard to AJAX, Web Services and Mashups - the reason for bringing up these topics is the interaction models are different from the old web we grew up with.

All in all I would give it a good solid 8/10

Don Young, United Kingdom

Hello Sitepoint

We have been 'dipping into' the Usability Kit for a month or so now. As e-business consultants, we at www.jtprojects.com, project manage a number of e-commerce web projects for clients in the UK and even though the content could have been a fair bit deeper in some areas, the Usability Kit is now part of our adviser kitbag.

One final note - we were just today thinking about recommending that one of our clients would benefit from reading the Usability Kit as we assist them through their e-business project.

John Taylor, United Kingdom

I've been using the Usability Kit and finding it quite helpful.

I would have been great to have some sample scripts for usability testing sessions and card sorts.

More guidance on coming with card sort topics and analyzing results would have been helpful, as well.

Claire Moller, Canada

I found the book to be a bit "light", meaning I was hoping to find more and deeper analysis material. Most of the stuff here I have read and know already, so I might not have been in the target group for this kit.

The blueprints themselves were okay, but not as useful as I had hoped. Alot of info seems to be repeated throughout the blueprints, making the last 50% of the book (the blueprint part) a very boring read, that I only read half of before putting the book down. Of course it is meant to be used as a kit that you look up stuff in, but reading from beginning to end got a bit boring.

First half of the kit though, plus the cd with the docs to use at client meetings and such, were useful.

Just my two cents :)