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I am a usability consultant and I believe, and find in practice, that usability evaluation is the best way to find out whether a document works for its users. However, I have frequently been in a position where my clients have decided to 'do market research' because they believe that they have a problem document and they think 'we’ll ask our customers about it.' Usability evaluation is one type of market research but it is not the most frequently used technique. In this article, I introduce some of the more common techniques and what you might expect to learn about a document by using them. I’ll use the example of a car owner’s manual–the small book that comes with a car, and explains things like how to change the oil and what the switches mean.
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Market Research and Usability
http://www.stcsig.org/usability/newsletter/0007-marketing.html
Jarrett, Caroline
Usability Interface
2000
Abstract: I am a usability consultant and I believe, and find in practice, that usability evaluation is the best way to find out whether a document works for its users. However, I have frequently been in a position where my clients have decided to 'do market research' because they believe that they have a problem document and they think 'we’ll ask our customers about it.' Usability evaluation is one type of market research but it is not the most frequently used technique. In this article, I introduce some of the more common techniques and what you might expect to learn about a document by using them. I’ll use the example of a car owner’s manual–the small book that comes with a car, and explains things like how to change the oil and what the switches mean.
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