Dual Verbal Elicitation: The Complementary use of Concurrent and Retrospective Reporting Within a Usability Test

McDonald, Sharon, Zhao, T and Edwards, Helen (2013) Dual Verbal Elicitation: The Complementary use of Concurrent and Retrospective Reporting Within a Usability Test. International Journal of Human-Computer Interaction. ISSN 1044-7318

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Abstract

Verbal protocols are the primary tool for understanding users' task-solving behaviours during usability testing. We describe a qualitative study that examined the utility of combining a concurrent and retrospective think-aloud within the same usability test. The results indicate that while there was significant overlap between the types of utterances produced during each think-aloud, the retrospective phase produced more verbalizations that were relevant to usability analysis. For example, helpful self-assessments of performance, yielding insights into the impact of encountered difficulties. However, a small number of less desirable utterance types emerged: hypothesising, rationalising and forgetting. When used together, both methods contributed to our understanding of usability issues; the concurrent phase yielded more usability issues overall, the retrospective data improved our understanding of these by: (i) reinforcement: users highlighted the impact of an issue on their experience; (ii) elaboration: users would provide causal explanations of encountered difficulties; (iii) context: users provided information about the product's context of use.

Item Type: Article
Subjects: Computing > Human-Computer Interaction
Divisions: Faculty of Applied Sciences
Faculty of Applied Sciences > Department of Computing Engineering and Technology
Depositing User: Glenda Young
Date Deposited: 31 Jan 2013 11:37
Last Modified: 09 Mar 2017 15:06
URI: http://sure.sunderland.ac.uk/id/eprint/3435

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