Performance Testing and Subjective Evaluation: Giving Equal Importance to Both

Abstract

The key to finding real issues with, and benefits of a product or system is to collect and merge findings from both empirical performance testing and subjective evaluation methods. As practitioners, Human Factors professionals are frequently challenged with identifying cost effective solutions that also meet end-user needs for usability. If the system is not usable from the end-user's perspective, performance enhancements cannot be achieved. Likewise, if the system is very usable but does not provide any process improvement, then it is not likely to be purchased. Reconciling and communicating differences in findings between empirical and subjective data is challenging. This paper provides a systematic method for providing value for all product or system users, including individuals with such disparate needs as management and end-users. The paper incorporates recognized usability testing methods for addressing detailed usability concerns, includes a method of systematic testing called the LSF Process, and introduces a means of communicating subjective feedback through cluster graphs.