Uppsala University Sweden Remote User-Centered System Design

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Master Thesis

Human-Computer Interaction

Remote User-Centered System Design

Case Study: Redesign of Uppsala Kommun International Website

Uppsala University Sweden

Department of Informatics and Media

Supervisor Prof. Mats Lind

Author

Abolghasem Sohail Sahab Uppsala, September 20, 2010

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Abstract

Building a useful and usable website for international users requires more than translating the content of an existing site to other languages. It should be designed in a way to meet the needs of these users.

In order to build a usable website, we need to use a methodology that has a focus on usability. One methodology that is considered essential for designing and developing usable systems is “User-Centered System Design”

(UCSD). UCSD has the focus on understanding users’ goals and needs, involving them in participatory design, and evaluating the design with them.

However, how can we use UCSD while the users are geographically spread out?

To address this question I have studied and employed different approaches to perform UCSD remotely. As a case study, I have used these approaches to design a new international website for Uppsala Kommun (Municipality).

The results show that it is possible to perform the UCSD remotely.

However, special consideration should be taken for finding representative users. Remote UCSD is not a substitute for UCSD. It can be considered as a methodology for situations where users are geographically spread out. It can also be used as a complementary approach to UCSD.

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1. Introduction

The World Wide Web is being increasingly used as an international media. More organizations and companies are building websites to serve the needs of international users. With the help of these sites, they reach a wider audience and a bigger market. However, building a useful and usable website for international users requires more effort; It requires more than translating the content of an existing site to other languages. It should be designed in a way to meet the needs of these users who are spread out all around the world. Besides the different cultures and languages, these users have different needs.

In order to build a usable website, we need to use a methodology that has a focus on usability. One methodology that is considered essential for designing and developing usable systems is “User-Centered System Design”

(UCSD).

“UCSD is a process focusing on usability throughout the entire development process and further throughout the system life cycle”

(Gulliksen, Göransson, Boivie, Blomkvist, Persson, & Cajander, 2003).

Usability has been defined as: “The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use” (ISO 9241-11, 1998).

According to Gulliksen et al. (2003) UCSD is based on 12 key principles.

Among them are:

- User focus – the goals of the activity, the work domain or context of use, the users’ goals, tasks and needs should early guide the development.

- Active user involvement – representative users should actively participate, early and continuously throughout the entire development process and throughout the system lifecycle.

- Evolutionary systems development – the systems development should be both iterative and incremental.

- Prototyping – early and continuously, prototypes should be used to visualize and evaluate ideas and design solutions in cooperation with the end users.

- Evaluate use in context – baselined usability goals and design criteria should control the development.

However, how can we find users, understand their goals and needs, involve them in participatory design, and evaluate the design with them while they are geographically spread out?

To address this question I have studied and employed different approaches to perform UCSD remotely. As a case study, I have used these approaches to design a new international website for Uppsala Kommun (Municipality).

The city of Uppsala is Sweden's fourth largest municipality with 190’000 inhabitants. It is located at 70 kilometers north of Stockholm, and near the main international airport of Sweden (Arlanda). Besides its well-known 15^th century university, Uppsala offers a lively cultural scene, and a rapidly

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work like Nordic sister city alliance, contacts in Europe, USA and South Korea, networks and projects.

In order to provide the international users with useful and usable information about Uppsala, Uppsala Kommun has decided to publish an international website in English. Besides the Swedish website (www.uppsala.se), there exists an English version. The results of the usability evaluation and heuristic evaluation of the existing English website, which have been recently conducted by the students of Human-Computer Interaction at Uppsala University, show a number of usability problems.

I need to mention that although the new website of Uppsala Kommun is going to be used by international users with different languages and cultures; its content will be only in English for the moment. Thus, I have not gone through the process of globalization¹ for other languages and cultures, which can be a topic for further research.

2. Purpose

In this Master thesis I have studied and employed different approaches to perform User-Centered System Design remotely. I have tried to find out if it is possible to find users, understand their goals and needs, involve them in participatory design, and evaluate the design with them, all remotely.

As a case study I have employed these approaches to design a new international website for Uppsala Kommun (Municipality).

3. Theory

3.1. User-Centered System Design

The term UCSD was first coined by Norman and Draper (1986). Norman (1986) described user-centered design as: “User-centered design emphasizes that the purpose of the system is to serve the user, not to use a specific technology, not to be an elegant piece of programming. The needs of the users should dominate the design of the interface, and the needs of the interface should dominate the design of the rest of the system.”

As I have mentioned before, according to Gulliksen et al. (2003) UCSD is a process focusing on usability throughout the entire development process and further throughout the system life cycle and is based on the following 12 key principles:

- User focus – the goals of the activity, the work domain or context of use, the users’ goals, tasks and needs should early guide the development.

- Active user involvement – representative users should actively participate, early and continuously throughout the entire development process and throughout the system lifecycle.

1 “The process of converting Web content to a different language and culture is called globalization” (McCracken & Wolfe, 2004, p. 235).

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- Evolutionary systems development – the systems development should be both iterative and incremental.

- Simple design representations – the design must be represented in such ways that it can be easily understood by users and all other stakeholders.

- Prototyping – early and continuously, prototypes should be used to visualize and evaluate ideas and design solutions in cooperation with the end users.

- Evaluate use in context – baselined usability goals and design criteria should control the development.

- Explicit and conscious design activities – the development process should contain dedicated design activities.

- A professional attitude – the development process should be performed by effective multidisciplinary teams.

- Usability champion – usability experts should be involved early and continuously throughout the development lifecycle.

- Holistic design – all aspects that influence the future use situation should be developed in parallel.

- Processes customization – the UCSD process must be specified, adapted and/or implemented locally in each organization.

- A user-centered attitude should always be established.

3.2. Remote usability testing

Andreasen, Nielsen, Schrøder, and Stage (2007) conducted a systematic empirical comparison of three methods for remote usability testing and a conventional laboratory-based think-aloud method. The three remote methods were a remote synchronous condition, where testing was conducted in real time but the test monitor was separated spatially from the test subjects, and two remote asynchronous conditions, where the test monitor and the test subjects were separated both spatially and temporally. The results show that the remote synchronous method is virtually equivalent to the conventional method. The asynchronous methods were considerably more time-consuming for the test subjects and identified fewer usability problems.

In another empirical study, Bruun, Gull, Hofmeister, and Stage (2009) systematically compared three methods for remote asynchronous usability testing: user-reported critical incidents, forum-based online reporting and discussion, and diary-based longitudinal user reporting. In addition, conventional laboratory-based think-aloud testing was included as a benchmark for the remote methods. The results show that each remote asynchronous method supports identification of a considerable number of usability problems. Although this is only about half of the problems identified with the conventional method, it requires significantly less time.

They concluded that this makes remote asynchronous methods an appealing possibility for usability testing in many software projects.

West and Lehman (2006) evaluated a method for summative usability testing using an automated data collection system. They found automated summative testing a simple and effective alternative to lab-based summative

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based control window led participants through the summative study, provided tasks to perform, and asked follow up questions about the user experience. Using a within-group comparison, they found no major differences between data collected by a usability engineer and that collected through an automated testing system for performance metrics. Using a between-group comparison, they found automated summative studies could be conducted remotely with minor but acceptable differences in time on task and likelihood to give up on a task compared to lab-based testing. Task success and task satisfaction ratings were not different between remote and lab-based summative testing. Written comments provided by participants through the testing system were sufficient to identify the major usability problems that led to task failure but did not reveal as comprehensive a set of issues as did a usability engineer observing the sessions.

Batra and Bishu (2007) compared the performance between remote usability testing and traditional usability testing. Their results indicate that remote usability testing is no different from traditional usability testing.

3.3. Crowdsourcing

Kittur, Chi, and Suh (2008) investigated the utility of a micro-task market² for collecting user measurements. They conducted two experiments to test the utility of Amazon Mechanical Turk (www.mturk.com) as a user study platform. They used tasks that collected quantitative user ratings as well as qualitative feedback regarding the quality of Wikipedia articles.

They found that although micro-task markets have great potential for rapidly collecting user measurements at low costs, special care must be taken in the design of the task, especially for user measurements that are subjective or qualitative. They concluded that Micro-task markets such as Amazon’s Mechanical Turk are promising platforms for conducting a variety of user study tasks, ranging from surveys to rapid prototyping to quantitative performance measures. Hundreds of users can be recruited for highly interactive tasks for marginal costs within a timeframe of days or even minutes.

4. Overall methodological consideration

The first phase in UCSD is knowing the users and understanding their needs, as well as the context of use. Then comes the design phase where we need to identify the content and organize it according to users’ expectations.

Prototyping, which usually starts with high-level low-fidelity prototypes, will be used to visualize ideas and design solutions. Next is the evaluation phase where the prototypes will be evaluated in cooperation with the end users. It is an iterative process and ends when the design meets the usability goals or specifications³. Implementation, evaluation, launch, and

2 “We define a micro-task market as a system in which small tasks (typically on the order of minutes or even seconds) are entered into a common system in which users can select and complete them for some reward which can be monetary or non-monetary (e.g., reputation)” (Kittur, Chi, & Suh, 2008).

3 “Prior to development, an organisation seeking to acquire a product specifically adapted to its needs can use the information in ISO 9241-11 as a framework for specifying the

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maintenance are the next phases, which I have not gone through in this thesis.

In the following sections I have explained the methods, results, and conclusion for each phase separately.

5. Phase 1: Knowing the users and understanding their needs

5.1. General method (Phase 1)

At first I had two meetings at Uppsala Kommun. I wanted to acquire some information about the possible visitors of the website and their required information, as well as the target groups of interest to Uppsala Kommun. Also, I wanted to understand the structure of the website and the way they provide and manage the information.

Then I checked the Uppsala Kommun internal search log within a period of one year. Knowing what users had searched for in the existing website can give us some raw idea about their needs. I have also checked the visited pages within a period of two months using Google Analytics. Besides, I have used Google Insights for Search to find out what kind of information about Uppsala city is being searched on Google.

I have also examined several forums about Uppsala to find out what people want to know about Uppsala.

In another approach, I have conducted a survey with the help of Uppsala Kommun on the existing English website to find out what kind of information users are looking for, as well as if they are able to find that.

Afterward I conducted a survey on three sites on which crowdsourcing tasks can be created and publicized, and people can execute the tasks and get paid for it.

Also, in order to acquire some information about the content and functionality that are useful for officials of other cities who are interested in Uppsala, I have contacted six officials from Iceland, Estonia, Norway, Denmark, Finland, and Ukraine.

Finally I have examined the contents of the existing English website and extracted the main topics that have been presented. These topics together with the required topics that have been extracted from other approaches can form the content of the new website.

I have explained each approach and its results separately in the following sections.

usability requirements which the product should meet and against which acceptance testing may be carried out. Specific contexts in which usability is to be measured should be identified, measures of effectiveness, efficiency and satisfaction selected, and acceptance

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5.2. Meetings at Uppsala Kommun

5.2.1. Method

I had two different meetings at Uppsala Kommun, one with Mr. Martin Milisic, the web coordinator, and Mr. Sebastian Danielsson, the Infomaster, and the other with Ms. Maria Aulén Thomsson, the web strategist and information officer, and Mr. Christian Dahlmann, the head of the protocol.

The purpose of the first meeting was to understand the structure of the website and the way they provide and manage the information. The purpose of the second meeting was to acquire some information about the possible visitors of the website and their required information, as well as the target groups of interest to Uppsala Kommun.

5.2.2. Result

In the first meeting I realized that Uppsala Kommun website is based on a content management system (EPiServer), and every department is responsible for providing information by employing the templates, which have been developed by development team, and are available to them via EPiServer.

I also noticed that they wanted to know what kind of information would be of interest to international users.

In the second meeting I realized that the main groups of users consist of tourists, students, businessmen, and officials or employees of other cities who are interested in Uppsala. Among them, the main groups of interest to Uppsala Kommun are businessmen and officials. The other groups of users who visit the Uppsala Kommun website, namely, the tourists and students, will be provided with links to Uppsala Tourist website (www.uppsala.to), and the websites of universities in Uppsala, respectively.

I have also asked Ms. Maria Aulén Thomsson and Mr. Christian Dahlmann to let me know what they thought about the content and functionality that would be of interest to their target users. I have received the following suggestions from Mr. Christian Dahlmann:

Contents:

• News section (first page)

• Introduction/description of the city of Uppsala

• Basic facts/statistics about the city of Uppsala

• Description of the city of Uppsala international work/cooperation

• Information about professional study visits to the city of Uppsala

• Politics and organisation (presentation of the political structure)

• Presentation of the Mayor of Uppsala, leading politicians and the city executive director

• Contact information (mayor, city executive director, and people responsible for international contacts)

• Uppsala by theme (short description of how Uppsala works in different areas, for example, environment, employment, child care, education, family and social care)

Functionality:

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• Task: “I’m planning a study visit to Uppsala, concerning social welfare”

Function: booking-service for study visits

• Task: “I wonder who is the leading politician concerning building and planning, and how to contact him/her”

Function: service/form for contacting the mayor, leading politicians etc.

• Task: “I visited Uppsala last spring, and I wonder what’s happening in the city right now?”

Function: RSS-feeds for news

• Task: “I’m planning to establish my company in Sweden, and maybe

Uppsala could be the right city, but I don’t know so much about it”

Function: a short film to show the strengths of Uppsala (maybe already produced for other purpose/in another context)

• Task: “Our city would like to cooperate with the city of Uppsala, it seems we have the same conditions, infrastructure etc. How, and to whom, can we make such a proposition?”

Function: an interactive process map that describes the way from proposal to decision, and whom to contact when in the process Target groups:

• General

o Cities/regions/countries (public sector) o Universities/Researchers

o Companies o Interested public

o NGOs and other organisations o Media

• Specific

o Partners/twin towns/sister cities o Study visitors

o Associations; sports- culture- etc.

I have included the suggested contents in the “Table of possible contents” (Table 5.14, Section 5.11).

5.3. Examining Uppsala Kommun internal search log

5.3.1. Method

In another approach, I have checked the Uppsala Kommun internal search log within a period of one year. Many users have the attitude of using the search function to find their intended content, and others who start with browsing usually will use the search function if they cannot find what they are looking for. Checking what users have searched for on the existing website can give us some raw idea about their needs. Unfortunately, because of the technical limitations, we could only acquire information about the searches that had led to a specific URL.

5.3.2. Result

The following tables show the Uppsala Kommun internal search log

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have led to English pages at the top level of the existing website. Clicks are the number of clicks that a URL has received with the specific search query.

Search Query Clicks

1. population 6

2. statistics 3

3. environmental board 1

4. uppsala update 1

5. author:webbredaktion 1

6. andren 1

7. produktionsnämnd 1

8. employment office 1

9. english 1

10. årsredovisning kommun 1

Table 5.1. The most common search queries that have led to

URL: http://www.uppsala.se/sv/Uppsalase/English-startpage/Organization--politics/

1. näringslivsenheten 5

2. history 3

3. swedish employment service 2

4. airport 2

5. map 2

6. medical park 2

7. cathedral 2

8. it 1

9. church 1

10. location 1

URL:http://www.uppsala.se/sv/Uppsalase/English startpage/Commerce--industry/

1. sfi 86

2. uppsala university 8

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3. university 7

4. swedish for immigrants 4

5. english 3

6. högskola 3

7. author:johan ryberg 3

8. barnomsorgsadministrationen 2

9. tax office 2

10. swedish for immigrants uppsala

Table 5.3. The most common search queries that have led to URL: http://www.uppsala.se/sv/Uppsalase/English-startpage/Education/

1. twin city meeting 8

2. twin 6

3. twin towns 6

4. twin city 5

5. twin cities meeting 2009 2

6. uppsala twin towns 2

7. twin citys meeting 2

8. author:johan ryberg 2

9. tartu 1

10. tavastehus

URL: http://www.uppsala.se/sv/Uppsalase/English-startpage/International-work/

1. integration 8

2. introduktionsenheten 6

3. romer 4

4. romerverksamheten 1

5. link:dead 1

6. town planning 1

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7. 018-7271570 1

8. roma 1

9. swedish for immigrants 1

URL: http://www.uppsala.se/sv/Uppsalase/English-startpage/Integration--multitude/

1. housing 4

2. accommodation 2

3. waldenströmska 2

4. studentbostäder 1

5. student hus 1

6. uu 1

7. snerikes 1

8. housing in uppsala 1

9. author:webbredaktion 1

10. uppsalahem english 1

Table 5.6. The most common search queries that have led to URL: http://www.uppsala.se/sv/Uppsalase/English-startpage/Accommodation/

1. library 18

2. museum 11

3. uppsala castle 9

4. culture night 6

5. castle 6

6. link:www.uppland.nu 3

7. linnaeus 3

8. slott 3

9. author:sofie blomgren 3

10. sofie blomgren 2

Table 5.7. The most common search queries that have led to URL: http://www.uppsala.se/sv/Uppsalase/English-startpage/Culture--libraries/

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1. police 3

2. safety services 1

3. brandstation 1

4. snow clearance 1

5. signaler 1

6. ambulance 1

7. signal 1

8. snow clearance services 1

9. viktoria brandstation 1

10. bris,uppsala 1

http://www.uppsala.se/sv/Uppsalase/English-startpage/Emergency--rescue-services/

I have examined and included these search queries in the “Table of possible contents” (Table 5.14, Section 5.11).

5.4. Examining Google Analytics

5.4.1. Method

In order to get some idea about the users and their needs, I have tried to find out what they were looking for on the existing English website. I have checked the visited pages within a period of two months using Google Analytics.

5.4.2. Result

Table 5.9 shows the visited pages on the existing English website within a period of two months (January 14^th, 2010 – March 14^th, 2010).

A “pageview” is defined as a view of a page on the site that is being tracked by the Analytics tracking code. If a visitor hits reload after reaching the page, this will be counted as an additional pageview. If a user navigates to a different page and then returns to the original page, a second pageview will be recorded as well.

A “unique pageview” aggregates pageviews that are generated by the same user during the same session. A unique pageview represents the number of sessions during which that page was viewed one or more times.

“Bounce rate” is the percentage of single-page visits or visits in which the person left the site from the entrance (landing) page. One can use this metric to measure visit quality - a high bounce rate generally indicates that site entrance pages aren't relevant to the visitors.

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“% Exit” is the percentage of site exits that occurred from this set of pages or page.

Page Page

views

Unique Page views

Bounce

Rate % Exit

1. /sv/Uppsalase/English-startpage/ 8578 6120 25.90% 22.20%

2. /sv/Uppsalase/English-

startpage/Culture--libraries/ 772 567 45.45% 15.80%

startpage/Accommodation/ 611 495 31.25% 12.77%

startpage/Education/ 751 470 15.00% 7.99%

5.

/sv/Uppsalase/English-

startpage/Education/Swedish-for-

immigrants/ 425 337 64.04% 51.06%

6.

startpage/Accommodation/Student-

accommodation/ 348 319 82.98% 63.79%

7.

startpage/Culture--libraries/Uppsala-

City-Library/ 504 302 25.00% 23.41%

startpage/Organization--politics/ 413 263 0.00% 5.81%

startpage/International-work/ 310 245 25.00% 13.55%

10.

Castle/ 288 236 56.43% 45.14%

11.

startpage/Culture--libraries/Uppsala-Art-

Museum/ 266 225 60.27% 48.87%

startpage/Commerce--industry/ 290 187 34.78% 10.69%

startpage/Education/Universities/ 153 147 80.00% 53.59%

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Page Page views

Bounce

Rate % Exit

startpage/Integration--multitude/ 210 139 20.00% 5.24%

15.

startpage/Education/Comprehensive-

school-/ 158 129 70.83% 48.73%

startpage/Education/Preschool/ 152 108 46.15% 25.66%

17.

City-Library/Library-hours/ 117 97 40.00% 37.61%

18.

startpage/Tools/Contact/ 99 86 27.08% 29.29%

19.

City-Library/Services--Collections/ 95 82 50.00% 13.68%

20.

startpage/Emergency--rescue-services/ 92 80 50.00% 14.13%

21.

startpage/Organization--politics/Boards--

administrations/ 93 77 80.00% 23.66%

22.

startpage/Accommodation/Addresses--

advice/ 87 75 80.00% 73.56%

23.

Culture-Night/ 77 72 64.00% 33.77%

startpage/International-work/Twin-towns/ 67 59 80.00% 32.84%

25.

/sv/Uppsalase/English- startpage/Education/Municipal-

language-school/ 60 57 80.00% 18.33%

26.

Museum/Swedish-Family/ 52 49 89.66% 71.15%

27.

startpage/Commerce--industry/Uppsala-

--strategic-location/ 52 48 75.00% 46.15%

28.

/sv/Uppsalase/English- startpage/Organization--

politics/Statistics-and-facts/ 53 48 100.00% 16.98%

29.

startpage/Organization--politics/Political-

administration/ 53 45 0.00% 15.09%

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Bounce

Rate % Exit

30.

/sv/Uppsalase/English- startpage/International-

work/International-network/ 47 43 0.00% 19.15%

31.

startpage/Organization--politics/Annual-

reports/ 54 43 100.00% 9.26%

32.

City-Library/Borrowing-rules/ 43 39 100.00% 20.93%

33.

Concert--Congress/ 51 39 100.00% 31.37%

startpage/Commerce--industry/History/ 42 38 60.00% 42.86%

startpage/Tools/A-Z/ 134 38 0.00% 5.97%

36.

City-Library/Contact-us/ 41 34 0.00% 14.63%

37.

/sv/Uppsalase/English- startpage/Commerce--

industry/Medicine--medical-technology/ 40 33 69.23% 42.50%

38.

startpage/Commerce--industry/Land--

premises/ 34 32 66.67% 35.29%

39.

Museum/About-the-Museum/ 37 32 0.00% 24.32%

40.

/sv/Uppsalase/English- startpage/Integration--

multitude/Municipal-language-school/ 31 30 0.00% 9.68%

41.

startpage/Commerce--industry/Links-- company-service/

29 26 50.00% 34.48%

42.

/sv/Uppsalase/English- startpage/Emergency--rescue-

services/Alarm/ 27 25 46.67% 33.33%

43.

multitude/Introduction--integration/ 27 24 0.00% 18.52%

44.

startpage/Education/Uppsala-School-

Computer-Centre/ 25 23 60.00% 20.00%

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Bounce

Rate % Exit

45.

startpage/Culture--libraries/Linnaeus-

Heritage/ 35 22 100.00% 22.86%

46.

industry/Department-for-Commerce--

Industry/ 24 21 50.00% 20.83%

47.

startpage/Culture--libraries/Uppsala- Concert--Congress/Photographs-

Uppsala-Concert--Congress/ 30 20 42.86% 53.33%

48.

multitude/Refugee-Homes/ 21 20 100.00% 23.81%

49.

startpage/Tools/Contact/E-mail-to-

Uppsala-kommun/ 29 20 0.00% 31.03%

50.

Castle/Audioguides/ 19 19 0.00% 31.58%

startpage/Tools/Sok/ 40 19 0.00% 10.00%

startpage/Integration--multitude/Romer/ 17 17 100.00% 29.41%

53.

industry/Commerce--Industry-structure/ 19 16 50.00% 10.53%

54.

startpage/Commerce--industry/IT--

telecom/ 14 14 33.33% 7.14%

55.

industry/Department-for-Commerce--

Industry/Staff/ 10 10 66.67% 20.00%

56.

Museum/Press/ 9 9 33.33% 11.11%

57.

Museum/Alberto-Frigo/ 9 8 33.33% 44.44%

58.

startpage/Culture--libraries/Uppsala- Concert--Congress/Area-open-to-the-

public/ 10 8 60.00% 60.00%

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Bounce

Rate % Exit

59.

startpage/Culture--libraries/Linnaeus- Celebration-2007/Celebration-

Week/Linne-Gala-Event-New-Life/ 7 7 100.00% 100.00%

60.

Concert--Congress/Project-organization/ 8 7 57.14% 50.00%

61.

reports/Annual-report-2007/ 7 7 0.00% 28.57%

62.

Heritage/Excursion-Paths/ 6 6 0.00% 0.00%

63.

Concert--Congress/A-Hall-for-all/ 6 6 100.00% 66.67%

64.

startpage/Culture--libraries/Uppsala- Concert--Congress/The-first-turf-

breaking-ceremony/ 8 6 80.00% 50.00%

65.

Heritage/Granby/ 5 5 100.00% 40.00%

66.

reports/Annual-report-2006/ 5 5 0.00% 0.00%

67.

Heritage/Linnaeuss-Savja/ 4 4 0.00% 25.00%

68.

Celebration-2007/Decorating-the-City/ 7 3 0.00% 28.57%

69.

Heritage/About-Carl-Linnaeus/ 3 3 0.00% 33.33%

70.

startpage/Culture--libraries/Linnaeus- Celebration-2007/Celebration-

Week/Performance-by-Vasen/ 3 2 50.00% 33.33%

71.

startpage/Tools/Sok/Sokhjalpsida-for-

Siteseeker-/ 2 2 100.00% 50.00%

72.

startpage/Culture--libraries/Uppsala- Concert--Congress/Architectural-

contest/ 1 1 0.00% 0.00%

Uppsala University Sweden Remote User-Centered System Design

Remote User-Centered System Design

Abstract

Table of contents

1. Introduction

2. Purpose

3. Theory

3.1. User-Centered System Design

3.2. Remote usability testing

3.3. Crowdsourcing

4. Overall methodological consideration

5. Phase 1: Knowing the users and understanding their needs

5.1. General method (Phase 1)

5.2. Meetings at Uppsala Kommun

5.3. Examining Uppsala Kommun internal search log

5.4. Examining Google Analytics