Sample Performance Measures - II

Qualitative Data

■ Think aloud verbal protocol
■ Quotable quotes: (for example)

■ "I loved it — when can I get one?"

■ "You guys have done it again — you're still not listening to customers."

■ Wow, I'm very, very impressed."

■ "Can I please leave now — keep my money and the product."

Sample Preference Measures

Ratings and rationale concerning:

■ Usefulness of the product « How well product matched expectations « Appropriateness of product functions to user's tasks

■ Ease of use overall

■ Ease of learning overall

■ Ease of setup and installation

■ Ease of accessibility

■ Usefulness of the index, table of contents, help, graphics, and so on

■ Help desk replies to inquiries

■ Ease of reading text on the screen Preference and rationale for:

■ One prototype vs. another prototype

■ This product vs. a competitor's product

■ This product's conceptual model vs. the old model