Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics, Second Edition

Measuring the User Experience was the first book that focused on how to quantify the user experience. Now in the second edition, the authors include new material on how recent technologies have made it easier and more effective to collect a broader range of data about the user experience.

As more UX and web professionals need to justify their design decisions with solid, reliable data, Measuring the User Experience provides the quantitative analysis training that these professionals need. The second edition presents new metrics such as emotional engagement, personas, keystroke analysis, and net promoter score. It also examines how new technologies coming from neuro-marketing and online market research can refine user experience measurement, helping usability and user experience practitioners make business cases to stakeholders. The book also contains new research and updated examples, including tips on writing online survey questions, six new case studies, and examples using the most recent version of Excel.

• Learn which metrics to select for every case, including behavioral, physiological, emotional, aesthetic, gestural, verbal, and physical, as well as more specialized metrics such as eye-tracking and clickstream data.
• Find a vendor-neutral examination of how to measure the user experience with web sites, digital products, and virtually any other type of product or system.
• Discover in-depth global case studies showing how organizations have successfully used metrics and the information they revealed.

About the Authors

Thomas S. (Tom) Tullis is Vice President of User Experience Research at Fidelity Investments and Adjunct Professor in Human Factors in Information Design at Bentley University. He joined Fidelity in 1993 and was instrumental in the development of the company's User Research department, whose facilities include state-of-the-art Usability Labs. Prior to joining Fidelity, he held positions at Canon Information Systems, McDonnell Douglas, Unisys Corporation, and Bell Laboratories. He and Fidelity's usability team have been featured in a number of publications, including Newsweek, Business 2.0, Money, The Boston Globe, The Wall Street Journal, and The New York Times. Tullis received his B.A. from Rice University, M.A. in Experimental Psychology from New Mexico State University, and Ph.D. in Engineering Psychology from Rice University. With more than 35 years of experience in human–computer interface studies, Tullis has published over 50 papers in numerous technical journals and has been an invited speaker at national and international conferences. He also holds eight United States patents. He coauthored (with Bill Albert and Donna Tedesco) "Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies," published by Elsevier/Morgan Kauffman in 2010. Tullis was the 2011 recipient of the Lifetime Achievement Award from the User Experience Professionals Association (UXPA) and in 2013 was inducted into the CHI Academy by the ACM Special Interest Group on Computer–Human Interaction (SIGCHI).

William (Bill) Albert is currently Executive Director of the Design and Usability Center at Bentley University and Adjunct Professor in Human Factors in Information Design at Bentley University. Prior to joining Bentley University, he was Director of User Experience at Fidelity Investments, Senior User Interface Researcher at Lycos, and Post-Doctoral Researcher at Nissan Cambridge Basic Research. Albert has published and presented his research at more than 30 national and international conferences. In 2010 he coauthored (with Tom Tullis and Donna Tedesco), "Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies," published by Elsevier/Morgan Kauffman. He is co-Editor in Chief of the Journal of Usability Studies. Bill has been awarded prestigious fellowships through the University of California Santa Barbara and the Japanese government for his research in human factors and spatial cognition. He received his B.A. and M.A. degrees from the University of Washington (Geographic Information Systems) and his Ph.D. from Boston University (Geography-Spatial Cognition). He completed a Post-Doc at Nissan Cambridge Basic Research.