Self-Reported Metrics - Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics - page 142

consists of 27 rating scales divided into five categories: Overall Reaction, Screen,
Terminology/System Information, Learning, and System Capabilities. The rat-
ings are on 10-point scales whose anchors change depending on the state-
ment. The first 6 scales (assessing Overall Reaction) are polar opposites with
no statements (e.g., Terrible/Wonderful, Difficult/Easy, Frustrating/Satisfying).
QUIS can be licensed from the University of Maryland's Office of Technology
Commercialization ( http://www.lap.umd.edu/QUIS/index.html ) and is avail-
able in printed and web versions in multiple languages.
GARY PERLMAN'S ONLINE QUESTIONNAIRES
Several of the questionnaires shown in this chapter, as well as a few others, are available
for use online through a web interface created by Gary Perlman ( http://www.acm.
org/perlman/question.html ). The questionnaires include QUIS, ASQ, and CSUQ.
Options are provided for specifying which questionnaire to use, an e-mail address to
submit results, and the name of the system being evaluated. These can be specified as
parameters associated with the URL for the online questionnaire. So, for example, to
specify the following:
Name of System: MyPage
Questionnaire: CSUQ
Send Results to: [e-mail]
the URL would be http://www.acm.org/perlman/question.cgi?system=MyPage&form=C
SUQ&email=[e-mail] .
By default, all rating scales also provide a mechanism for the user to enter comments.
Once the user clicks on the Submit button, data are e-mailed to the address specified,
formatted in a name = value format, with one name and value per line.
6.4.5 Usefulness, Satisfaction, and Ease-of-Use
Questionnaire
Arnie Lund (2001) proposed the Usefulness, Satisfaction, and Ease of Use (USE)
questionnaire, shown in Figure 6.11 , which consists of 30 rating scales divided
into four categories: Usefulness, Satisfaction, Ease of Use, and Ease of Learning.
Each is a positive statement (e.g., “I would recommend it to a friend”), to which
the user rates level of agreement on a seven-point Likert scale. In analyzing a
large number of responses using this questionnaire, he found that 21 of the 30
scales (identified in Figure 6.11 ) yielded the highest weights for each of the cat-
egories, indicating that they contributed most to the results.