service quality & usability

Slideshow Transcript

1. Slide 1: e-se rvice quality red a course prepa r by yves pigneu spired presentation in lds by Garr Reyno
2. Slide 2: e-business se rvice design scenario & storytelling ta sk analysis p rototyping vice quality & usability !ser busi ness process ation bluepr int & visualiz service pr oductivity servic e compliance bu siness model value cha in & network l innovation service & b usiness mode
3. Slide 3: the desig ner’s toolk it ...
4. Slide 4: parti cipati ng ...
5. Slide 6: service quality ^ u sab ility
6. Slide 7: ? to define se rvice quality how illustrations.fr
7. Slide 8: product quality www.sxc.hu/
8. Slide 9: object quality www.sxc.hu/
9. Slide 10: swiss quality
10. Slide 11: service quality www.sxc.hu/
11. Slide 12: e-service quality
12. Slide 13: SERVICE
13. Slide 14: QUALITY
14. Slide 15: ^ e-service quality l. Z eithaml et a according to “ can be defined as the extent to which a Web site facilitates efficient and effective shopping, purchasing, and ” delivery of products and services.
15. Slide 16: usability ^ according & Carrol l to Ross on “ The extent to which a system with given functionality can be used by specified users to achieve goals with effectiveness, and satisfaction in specified context of use. ”
16. Slide 17: service qu ality
17. Slide 18: SERVQUAL ^according to Parasuraman , Zeithaml, a nd Berry based on measured gap between consumer expectations and perceptions measured according to five service dimensions
18. Slide 19: GAPS MODEL according t o Parasuraman, et a ^l. knowledge gap standards gap delivery gap communication gap perception gap
19. Slide 20: Knowledge gap what customers ^ expect difference between company perceptions of what customers expect and what customers really expect
20. Slide 21: Standard gap ^ standards reflect expectations difference between company perceptions and service quality specifications
21. Slide 22: Delivery gap ^ performance meets standards difference between service quality specifications and actual service delivery
22. Slide 23: ^ Communication gap es co mmunication promis are realistic difference between service delivery and what is communicated
23. Slide 24: Perception gap ^ align perception and expectation difference between what customers expect of a service and what they actually receive
24. Slide 25: SERVICE DIMENSIONS according t o Parasuraman, et a ^l. Tangibles Reliability Responsiveness Assurance Empathy
25. Slide 26: e-se rvice qu ality
26. Slide 27: ^ e-service quality dimensions ese accordin g to Fassnacht & Ko
27. Slide 28: e-SERVICE DIMENSIONS accordin g to Fassnacht & Ko ^ ese ease of use appearance & quality of layout information quality & content reliability & fulfillment responsiveness & speed assurance & privacy/security
28. Slide 29: ease of use
29. Slide 30: appearance
30. Slide 31: information quality
31. Slide 32: reliability
32. Slide 33: responsiveness
33. Slide 34: assurance
34. Slide 35: usab ility evalu ation
35. Slide 36: design evaluate
36. Slide 37: “ success, it must provide the For an interface to be a right functionality, at the right time, in the right place, and in the right form from the user’s point of view. ” C. Wharton, et al. The Cognitive Walkthrough Method: A Practitioner’s Guide
37. Slide 38: Usability evaluation ac cording to R osson & Carro ^ll analysis or empirical study of the usability of a prototype or a system for providing feedback and supporting an iterative development process helps designer recognize that there is a problem, understand the problem and its underlying causes, and plan changes to correct the problem
38. Slide 39: Usability evaluation heuristic evaluation cognitive walk-through interview focus group survey lab experiment field study
39. Slide 40: heuristic evaluation
40. Slide 41: we will do it ... cognitive walkthrough
41. Slide 42: ge t users involved
42. Slide 43: interview
43. Slide 44: focus group
44. Slide 45: survey
45. Slide 46: lab experiment
46. Slide 47: field study
47. Slide 49: cog nitive wa lkthr ough
48. Slide 50: task experience interface cognitive walkthrough
49. Slide 51: task check consultation SEQ check record give request consultation document 1. SEQ 2. 3. check check who & what consultation 1.1. PAR 1.2. PAR check check check check analyst document availability accreditation 1.1.1 1.1.2 1.2.1 1.2.2
50. Slide 52: experience
51. Slide 53: interface analyst document check check number analyst ref document name title level code location give check document accreditation check availability record consultation check record help
52. Slide 54: scenario-based prototype cognitive walkthrough
53. Slide 55: scenario-based ...
54. Slide 56: ... prototype
55. Slide 57: WALKTHROUGH
56. Slide 58: ^ WALKTHROUGH PROCEDURE on according to Whart Define the inputs to the walkthrough Walk through the actions for each task Record critical information Revise the interface to fix the problems
57. Slide 59: Critical questions \" Is the action obviously available? \" Does the action (control) match the goal? \" Is there appropriate feedback?
58. Slide 60: case analyst document number a123 ref name Cécile title level 5 code location check record help
59. Slide 61: case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
60. Slide 62: v ariant (1) case analyst document number a123 ref d987 name Cécile title s* level 5 code 2 location sh_1-9 check record help
61. Slide 63: case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed ok check record help
62. Slide 64: v ariant (2) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed check confirm help
63. Slide 65: case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 give document location sh_1-9 ok check record help
64. Slide 66: v ariant (3) case analyst RSV RS RO JT Espace périodiques document Administration ATF ATF JT Bureaux des bibliothécaires Jurisprudence 34.0.08 number a123 ref d987 Fiches juridiques Périodiques ZAG 34.0.04 Feuille fédérale 1er étage Lois 34.0.07 DROIT Périodiques B 34.2.8 Monographies 34.0.01 Ascenseur Salle de discussion name Cécile title Systèmes ... Monographies Prêt Information 34.2.9 34.3.100 Quotidiens, Dictionnaires, encyclopédies Hebdomadaires Espace documentaire Bornes Situnil level 5 code 2 Borne Photocopieurs de prêt Monographies Monographies Mélanges 34.0.05 Entrée Accès location sh_1-9 Fleuret DPB SCIENCES ECONOMIQUES DPA B Statistiques Périodiques BFSH 1 ok Hall d'entrée check record help
65. Slide 67: Be skeptical
66. Slide 68: service quality review \" gaps \" dimensions \" usability
67. Slide 69: e-service quality review \" ease of use \" quality of appearance \" information quality \" reliability & speed
68. Slide 70: interface usability review \" cognitive walk-through \" interview & focus group \" survey
69. Slide 71: cognitive walk-through review \" task \" user experience \" interface & prototype