Life is really very simple. So too is the success or failure of the usability of a website. But how do you know when there is a problem?

As software and technology becomes cheaper, it has become ever easier to “add another feature”. However this can be at the cost of usability.

A quick scan of highly successful products reveals the most successful as the simplest or those known for leaving things out! It might be a design feature or functionality. It is a question of focusing on what is essential to achieving a defined goal efficiently and effectively.

Usability has always been important—even long before software, websites, UX design and user testing—”the customer is always right!” Simply  put, usability comes down to a measure of customer satisfaction, which can also be effectively measured for websites.

Customer satisfaction and ISO 9241

sat·is·fac·tion n. A thing that satisfies desire or gratifies feeling.

The word “satisfaction” used in the ISO 9241 definition of usability might sound weak—“just good enough”—which is hardly a design goal worth mentioning. But satisfaction as defined in the Dictionary is “the feeling of pleasure that comes when a need or desire is fulfilled”.

A definition for Usability: “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.

• Effectiveness
  Accuracy and completeness with which users achieve specified goals
• Efficiency
  Resources expended in relation to the accuracy and completeness with which users achieve goals
• Satisfaction
  Freedom from discomfort, and positive attitudes towards the use of the product.

Why is Usability = Business Strategy?

How are you measuring your usability? A simple customer satisfaction index can be used and applied to your website. It is also not always important what you ask, but that you are asking questions.

Using a scale of 1 to 10 you can get clear feedback and a measure of usability on your website. Even though this is a simple indicator, usability is something to be taken as seriously as strategy. Take a closer look at your usability and customer satisfaction as a good Business Strategy for your Website.

Five users and 15 minutes of user testing

In a recent client Project, five users were invited for 15 minutes of user testing. This quickly and efficiently highlighted the (different) ways users interacted with the website. Insights which were used to optimise the design, links and text.

For more information about usability, testing and effective design and development: Contact »