BREVILLE BARISTA EXPRESS ESPRESSO MACHINE M3 Design Heuristic Evaluation

Transcription

1 BREVILLE BARISTA EXPRESS ESPRESSO MACHINE M3 Design Heuristic Evaluation December 2013

2 CONTENTS Introduction What, why, and how? Evaluation Summary Overview of evaluation and final scoring Strengths & Opportunities Key takeaways of evaluation Evaluation Data Reference 2

3 INTRODUCTION M3 heuristic analysis process What is a heuristic evaluation? A heuristic evaluation is an usability assessment tool that M3 utilizes early in product development. It helps researchers, designers and engineers identify usability problems related to how the product functions and interacts with the user. The evaluator meticulously inspects the product and judges its compliance to predetermined usability and design criteria the heuristics. Why is it useful to you? M3 heuristic evaluation serves 3 key purposes: 1. Learn from your competition a method to create head-to-head comparisons to your competition, and understand the pros and cons of each product 2. Improves decision making - allows the development team to quickly and thoroughly understand how well a product performs to establish usability and design criteria for new product concepts 3. Concept evaluation tool a highly efficient scoring tool used to assess multiple concepts during development to objectively rank concept alternatives 3

4 INTRODUCTION M3 heuristic analysis process How does it work? M3 experts analyze a product against 9 evaluation criteria divided into 3 key stages. Each criteria is evaluated on a 5 point scale based on how the product behaves and what it communicates to its user. The results indicate how close to the 5-point optimum the product is designed from a human-centered perspective Refer to Evaluation Data Reference section for detailed explanation of each stage and its associated criteria 4

5 HEURISTIC EVALUATION Breville Barista Express Espresso Machine 5

6 HEURISTIC EVALUATION Breville Barista Express Espresso Machine If you are serious with your coffee, you know over-priced coffee shop chains just won t cut it for you. There are lots of coffee / espresso machines out there covering the whole gamut of budget, to allow such users to create their own ideal concoction at home. The problem is, if you re not paying someone to make your coffee, then there is one major drawback that DIY baristas must face dealing with the prep and cleanup. The ritualistic process can be fun, but highly involved to setup, and time-consuming to clean up. If the machine is poorly considered, the whole experience is simply not worth the effort. M3 has chosen to evaluate a mid-level semi-automatic espresso machine, to see if it s worth giving up the long lines at the coffee shop. 6

7 EVALUATION SUMMARY Breville Barista Express Espresso Machine EVALUATION SUMMARY USABILITY & DESIGN CRITERIA SCORE * IMPRESSION ENGAGEMENT EXPERIENCE Initially, the product could be seen as intimidating, but there s no denying the fact that the look and feel is very appropriate to its intended function. The product appears to be reliable and serious at what it does. Once the key parts of the product have been identified, operation seems to be straightforward, and simple. Use of basic terminology around the product further embraces the notion of function over pure styling. Overall usability is good, but not outstanding. Basic functionality is obvious and simple, but some finer details beneath the surface were falling shorter than the rest of the product. Having that said, the product does offer many flexible options to cater for a wide range of users with very specific taste preferences. All buttons and dials provide exceptional user feedback. All basic controls and key functions are simple and resettable / cancellable. Program is probably the only complex function buried from the user, but that could be interpreted as an advantage since it s not really necessary, and certainly simplifies the overall experience. The product is impressively designed and engineered, with a consistent design story, and many well thought out touches. AESTHETICS 4 SIMPLICITY 4 LANGUAGE 5 APPROPRIATENESS 3 FLEXIBILITY 5 FEEDBACK 5 ERROR PREVENTION 4 RECOVERY 4 CONSISTENCY 4 * Scoring System 1 = Does not meet minimum usability and design considerations 2 = Meets barely the minimum usability and design considerations 3 = Meets minimum usability and design considerations 4 = Meets most of the usability and design considerations 5 = Meets optimum usability and design considerations 7

8 EVALUATION SUMMARY Breville Barista Express Espresso Machine Final Average Score 4.2 (out of 5) M3 Heuristics Product meets most of the usability and design considerations 8

9 STRENGTHS Key elements that should be embraced or improved upon Bright silver metal appearance gives it that professional look and feel Exposed burr grinder is very cool to see and conveys a sense of seriousness Outstanding feedback on all user controls and dials Use of clear and straightforward lingo on all labels and markings Simple printed pictorial instructions on the product for less commonly used feature sets Large lead-in ramps for easy installation of water tank Hidden delights, such as the Empty Me! indicator, and the storage tray inside of product Use of clear and concise language on all labels and markings Positive feedback on all touch-points enhances user experience If touch-point is not in direct line of sight during use, ensure features are in place to optimize the interaction experience Hidden surprises like the convenient tool storage tray delights the user 9

10 OPPORTUNITIES Key elements that should be reconsidered and redesigned Program function should be easy to use, and easy to remember how Grind size numbering should not be cryptic, and should be meaningful to experienced and novice users alike Avoid mismatch of silver colors, materials, and finish treatments Tamper feels cheap in comparison to rest of product should be nicely weighted to encourage a proper tamp Avoid functions that require a sequence of multiple key presses, especially when such keys are not clearly labeled. Try to be specific when defining a numbered scale system e.g. if 1 to 10, what does 6 mean? Hopper design should have a front facing element, so it s easier to key into the burr grinder Consider a better catch tray for the ground coffee to minimize waste Consider adding context to what minimum and maximum mean on dials Beware of different materials that could lead to mismatch of colors and finishes. Ensure accompanying accessories share the same build quality and attention to detail as the main product on offer. 10

11 EVALUATION DATA REFERENCE

12 01 IMPRESSION Evaluation Guidelines The impression stage of a product experience in where the product conveys its look, feel and functional details. At this stage users formulate an overall perception of the product. This is where certain judgments are made about the perceived level of simplicity or complexity, and initial assessments of how usable the product is for it s intended use. AESTHETICS SIMPLICITY LANGUAGE Conveys appropriate look & feel - functional form and purposeful details Overall perception of product, visibility of information, and level of complexity in terms of product interaction Use of natural and logical words, labels, meaningful colors, and logical interactions Considerations: What does the overall appearance say to you? Is the form appropriate for its intended purpose? Is it form follows function or style over substance? Considerations: Does the product details convey a sense of simplicity? Is the product over-loaded with complex and confusing details? Are product information (e.g. brand, labels, buttons) clearly visible and readable? Does the product guide you through its use and operation? Considerations: Does the product communicate its use and operation in simple easy-to-understand terminology? Are the touch-points all well labeled and identified in a logical concise format and language? Are the product colors telling you something? 12

13 01 IMPRESSION Evaluation Worksheet AESTHETICS Conveys appropriate look & feel - functional form and purposeful details - Authentic look and feel a shrunken down model from the coffee shop Purposeful form is leaning forward towards user to convey a sense of invitation and ready for action Product is and feels heavy, and therefore feels expensive High quality brushed metal / chrome finish looks reliable and heavy duty Spun-finished buttons show attention to detail, and communicates premium product Seeing the exposed burr grinder as you open the box is fun and cool, and speaks to the seriousness of the product Slight material color mismatch Full metal enclosure, but the top cup warmer is a painted silver plastic part, which seems rather unfortunate, and cheap Brushed metal enclosure attracts a lot of greasing finger print marks Some part lines are not aligned properly Tamper handle does not share the same design language as the portafilter handle Unlike the product, the tamper feels light and cheap in comparison 13

14 01 IMPRESSION Evaluation Worksheet SIMPLICITY Overall perception of product, visibility of information, and level of complexity in terms of product interaction - Labeled controls and dials are very simple, and easy to understand First impression of product looks professional, but is perceived as cluttered and complicated to operate at the same time Water tank handle is hidden from view 14

15 01 IMPRESSION Evaluation Worksheet LANGUAGE Use of natural and logical words, labels, meaningful colors, and logical interactions - Simple straightforward common lingo used on all control labels Confusing term used on pressure scale what is Pressure? Confusing term used on pressure scale what is Pre-Infusion? 15

16 02 ENGAGEMENT Evaluation Guidelines The engagement stage sets out to assess specific characteristics of the product in use. Users at this stage judge how well it feels and functions in relation to its intended use. This is where users assess the object s ability to provide feedback, and adapt to changing users and/or environmental conditions. APPROPRIATENESS FLEXIBILITY FEEDBACK Interaction is in context and relevant to the product - conveys a sense of familiarity and appropriate mental model Use of product is efficient and adaptable, based upon different users and environmental influences Product communicates its intentions at all times in regards to its state, mode, action, status, mistake and error, etc. Considerations: Does the way the product is used and operated make any logical sense in its given context? Does the product feel appropriate and relevant during use? Considerations: Does the product adapt to your needs, or do you need to adapt to the product? What happens if more than one person uses the same product? Can the product work efficiently under other intended environments and scenarios? Considerations: Does the product validate and confirm all interactions during use? Does the product notify the user on operation status? Does the product notify the user when there s an error? How does the product notify the user when a mistake has been made? Does all touch-points communicate its state and intentions? 16

17 02 ENGAGEMENT Evaluation Worksheet APPROPRIATENESS Interaction is in context and relevant to the product - conveys a sense of familiarity and appropriate mental model - Huge lead-in features make re-attaching the water tank a breeze Magnet holding the tamper in place is simple and effective Heavy and solid product - no need to hold down product as the portafilter gets tightened Storage tray hidden inside product is convenient and useful The molded finger loop on the plug allows easy removal from the wall outlet Rubber finger loop on steam outlet nozzle is useful and effective Screen-printed picture instructions on the water tank to remind users how to replace filter (a thoughtful reminder since this is done once every 2 months) Tamper label is positioned at 45 degrees facing down from the user easy to miss for taller user Minimum and maximum settings on dial is meaningless for first time users Hopper has no front face indication - difficult to install the hopper when re-attaching Questioning the extra plastic separator tray why do you need it? Additional steps - would you really need the razor tool when you have the tamper? Marketing? Activating the grinder with the portafilter on the push click switch does not map over to how commercial products work could be confusing for the expert users The narrow and long water tank could be difficult to refill in smaller sinks The water tank handle / cover is too stiff to pop-up 17

18 02 ENGAGEMENT Evaluation Worksheet Continued APPROPRIATENESS Interaction is in context and relevant to the product - conveys a sense of familiarity and appropriate mental model - (Continued from previous page..) Programmable cup size adjustment is complicated to do and difficult to remember Can be messy ground coffee spills out from the portafilter on to tray and tabletop Questionable fine / coarse grind size numbering system 18

19 02 ENGAGEMENT Evaluation Worksheet FLEXIBILITY Use of product is efficient and adaptable, based upon different users and environmental influences - Love the manual grind option to suit personal preferences Grind size adjustment Grind amount adjustment 1 cup and 2 cup options + custom adjustable Pressure gauge readout makes it easier to achieve consistent results Highly adjustable steam outlet nozzle Comes with various filter cups for different styles of coffee Removable hopper for easy storage of unused beans No temperature gauge Multiple hoppers for different types of coffee beans would be nice 19

20 02 ENGAGEMENT Evaluation Worksheet FEEDBACK Product communicates its intentions at all times in regards to its state, mode, action, status, mistake and error, etc. - Excellent audible and tactile feedback on all buttons and all dials are nicely weighted Grinder outlet holder sucks in the portafilter as it gets inserted The hard stop feel after the portafilter is inserted into group head Storage tray deployment is smartly considered and engineered Appropriate rumble sounds during brewing and steaming to indicate the product is running No temperature feedback indication No indication of grind amount on the dial 20

21 03 EXPERIENCE Evaluation Guidelines The experience stage sets out to assess a products ability to deal with or avoid error conditions. Users at this stage assess its ability to correct its mistakes. Finally, this stage is where users judge how well the product delivers consistency across its user touch points and performance. ERROR PREVENTION RECOVERY CONSISTENCY Product prevents problems before it happens Ability to correct mistakes - reversible actions and states Consistent delivery of Aesthetics, Language, Relevancy, and Feedback Considerations: How well does the overall product prevent user error from happening? How easy does the touch-points allow mistakes to be made? Considerations: Is it possible to recover from the mistake? How easy is it to correct the mistake? Considerations: Is the overall look & feel and context of use consistently conveyed throughout the product(s)? Is the use of language, icons, and colors consistently delivered on the product(s)? Does all the interaction/ touch-points share the same or similar usability story? Does the product consistently provide meaningful feedback no matter what and where the user is interacting? 21

22 03 EXPERIENCE Evaluation Worksheet ERROR PREVENTION Product prevents problems before it happens - none Confusion with how to activate the cleaning mode Confusion with how the program button works 22

23 03 EXPERIENCE Evaluation Worksheet RECOVERY Ability to correct mistakes - reversible actions and states - Most key functions and settings are resettable and cancellable Cannot deactivate 2 cup brewing option once selected 23

24 03 EXPERIENCE Evaluation Worksheet CONSISTENCY Consistent delivery of Aesthetics, Language, Relevancy, and Feedback - Clear product branding and labeling of controls and indicators Consistent design language, conveying the brand spirit and portfolio Excellent feedback that is consistently delivered on the product Impressive attention to detail, and delightful to use Touch-point color story slightly confusing black or silver? Slight mismatch of materials and finish treatments used on the enclosure 24

25 Heuristics