Measuring the User Experience Collecting, Analyzing, and Presenting Usability Metrics (Interactive Technologies) (Interactive Technologies).pdf

To Susan, Cheryl, and Virginia
– Tom
To my mother, Sara Albert
–Bill
About the Authors
Thomas S. (Tom) Tullis is senior vice president of User Insight at Fidelity
Investments. He joined Fidelity in 1993 and was instrumental in the development
of pany’s User Experience department; its facilities include a state-of-the-
art Usability Lab. Prior to working at Fidelity, Tom held positions at Canon
Information Systems, McDonnell Douglas, Unisys Corporation, and Bell Labora-
tories. He and Fidelity’s usability team have been featured in a number of publica-
tions, including Newsweek, Business , Money, The Boston Globe, The Wall
Street Journal, and The New York Times. Tullis received a . from Rice Uni-
versity, an . in experimental psychology from New Mexico State University,
and a . in engineering psychology from Rice University. During his 30 years of
experience in puter interface studies, he has published more than 50
papers in numerous technical journals and has been an invited speaker at national
and international conferences. Tom also holds eight . patents and is an instruc-
tor in the Human Factors in Information Design Program at Bentley College.
William (Bill) Albert is currently a director of User Experience at Fidelity Invest-
ments. Prior to joining Fidelity, he was a Senior User Interface Researcher at Lycos
and Post Doctoral Research Scientist at Cambridge Basic Research. Over the past
decade, Bill has used nearly every type of usability metric as part of his research. He
has published more than 20 papers and has presented his research at many
professional and academic conferences. Albert has been awarded prestigious
fellowships through the University of California and the Japanese government for
his research in human factors and spatial cognition. He received . and .
degrees from the University of Washington and a . from Boston University.
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Preface
User experience, or UX as i