Measuring Subjective Usability by Watching Others Use the Product
Shanklin, Roslyn Ayanna
Master of Arts
The COVID-19 pandemic instituted a new norm for usability practitioners and researchers by limiting their ability to safely conduct in-person, contact-intensive usability testing protocols. This study explored one promising remote usability assessment method, Watching Others Using Video, wherein users watch videos of others using a product and then rate its usability. Previous studies found that this method results in inflated usability ratings. This study sought to mitigate this inflation by showing users different levels of product use difficulty. Participants watched videos of several products being used: a website, a digital timer, and an electric can opener; and rated them with the System Usability Scale and After-Scenario Questionnaire. Usability score inflation was consistent across products. Participants may not have reliably detected the portrayals of difficulty. Alternatively, the error severities may have been negligible. Further research is needed to understand how Watching Others Using Video can be accurately used for usability testing.
Usability; Video Assessment; Watching Others Using Video; Remote Usability