　网站用户行为数据的度量

行为特征度量方法

搜集到的用户行为数据必须使用合适的度量方法进行分析，在可用性工程生命周期中，它对于评估是否达到可用性目标以及对竞争产品进行比较的工作也起到重要作用。对于用户行为特征的度量通常通过一组测试用户完成预先规定的测试任务，搜集所用时间和出错等数据这样的方法来进行。

度量的目标是产品的可用性，这是一个抽象的目标，需要拆分成几个成分，这些成分也就是影响产品可用性的属性，例如，可学习性、可记忆性、使用效率、少错、主观满意度等，确定了这些具体的度量目标后需要精确地进行量化。如图2-1所示。例如，“使用效率”可以通过用户完成指定任务的平均时间来量化，“出错”可以通过统计出错次数来量化等等，相应的可用性的属性也都有量化的方法。有了成分的量化指标之后，就需要选择一个方法来度量行为特征。通常可以有两种明显的方法可供选择：用户测试法或者实地研究。选择一种度量方法后还需要确定用来搜集分析数据的实际活动：让计算机来记录每个任务的开始和结束时间，或者让一个试验人员用秒表度量，也可以让用户在日志中自己报告所用的时间。不管是哪一种情况，重要的是要明确定义度量目标的开始和结束时间。

图2-1可用性度量模型

基于行为的可用性度量指标

通常可以量化的可用性度量指标包含^[17][19]：

l 用户完成规定任务所用的时间

l 在限定时间内完成的任务数量（或比例）

l 正确的交互操作与所发生错误之间的比率

l 从错误中恢复所用的时间

l 用户出错的数量

l 随后导致的错误操作数量

l 用户用到的命令或其他功能的数量

l 用户从未用到的命令或其他功能的数量。

l 在测试后交流中，用户能记住的系统功能的数量

l 使用手册或/和帮助系统的频度，以及使用时间

l 手册或/和帮助系统有多少次解决了用户的问题

l 用户在测试期间对系统肯定和批评的比率

l 用户表达明显的挫折（或明显的欢喜）的次数

l 表示喜欢用该系统而不喜欢用某个特定竞争产品的用户比例

l 用户不得不试图解决某个无法解决的问题的次数

l 采用高效策略的拥护与使用低效策略的用户之间的比例（在有多种方法完成任务的情况下）

l 用户不与系统进行交互的“呆滞”时间。可以在系统中度量出两种呆滞时间：用户等待系统响应所造成的延迟，系统等待用户思考所造成的延迟。

l 用户注意力从真实任务被吸引到其他地方的次数。

在特定的度量研究中，通常对以上这些度量指标也会相应有所增删。

用户因素对度量结果的影响

用户在浏览网站的时候，每个人都具有各自不同的特征，这些内在的特征是他在使用网站的过程中或者测试中所花费的时间、出错次数等不同于他人的因素之一，而花费的时间和出错的次数是目前衡量产品可用性的重要指标。

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但是，假设一个老年人和一个青年人使用同一个网站完成同一个任务，假如他们都出了同样多的错误，花费了同样多的时间。如果可用性专家在事先不知道他们的个体差异，那么作出的评价可能是青年人使用的网站的可用性高。不过，现在使用的是同样的网站，那么就应该具有同样的可用性。显然这是一对矛盾体，因此，在考虑产品的可用性因素时必须将人的因素也考虑进去。下面列出一些与人相关的因素。

图 3-2 可用性综合评估中人的因素

网站自身的组成因素对度量结果的影响

网站自身的组成因素包括测试任务平均完成的时间，完成任务时的出错次数等，如图3-3所示。

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图3-3 可用性评估中网站自身的因素

评估人员因素对度量结果的影响

<wrapblock><group id="_x0000_s1135" style="MARGIN-TOP: 48.05pt; Z-INDEX: 3; LEFT: 0px; MARGIN-LEFT: 171pt; WIDTH: 90pt; POSITION: absolute; HEIGHT: 105.8pt; TEXT-ALIGN: left" coordsize="1800,2116" coordorigin="5040,7836"><shape id="_x0000_s1136" style="LEFT: 5220px; WIDTH: 1440px; POSITION: absolute; TOP: 7836px; HEIGHT: 312px" type="#_x0000_t202"><textbox style="mso-next-textbox: #_x0000_s1136" inset="0,0,0,0"><table cellspacing="0" cellpadding="0" width="100%"><tbody><tr><td style="BORDER-RIGHT: #ece9d8; BORDER-TOP: #ece9d8; BORDER-LEFT: #ece9d8; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent"><div>评估人员</div></td></tr></tbody></table></textbox></shape><line id="_x0000_s1137" style="POSITION: absolute" to="6660,8460" from="5220,8460"></line><shape id="_x0000_s1138" style="LEFT: 5760px; WIDTH: 360px; POSITION: absolute; TOP: 8928px; HEIGHT: 1024px" type="#_x0000_t202"><textbox style="LAYOUT-FLOW: vertical-ideographic; mso-next-textbox: #_x0000_s1138" inset="0,0,0,0"></textbox></shape><shape id="_x0000_s1139" style="LEFT: 5040px; WIDTH: 360px; POSITION: absolute; TOP: 8928px; HEIGHT: 1024px" type="#_x0000_t202"><textbox style="LAYOUT-FLOW: vertical-ideographic; mso-next-textbox: #_x0000_s1139" inset="0,0,0,0"></textbox></shape><line id="_x0000_s1140" style="POSITION: absolute" to="5940,8928" from="5940,8460"><stroke endarrowlength="short" endarrowwidth="narrow" endarrow="block"></stroke></line><line id="_x0000_s1141" style="POSITION: absolute" to="6660,8928" from="6660,8460"><stroke endarrowlength="short" endarrowwidth="narrow" endarrow="block"></stroke></line><line id="_x0000_s1142" style="POSITION: absolute" to="5940,8460" from="5940,8148"><stroke endarrow="block"></stroke></line><shape id="_x0000_s1143" style="LEFT: 6480px; WIDTH: 360px; POSITION: absolute; TOP: 8928px; HEIGHT: 1024px" type="#_x0000_t202"><textbox style="LAYOUT-FLOW: vertical-ideographic; mso-next-textbox: #_x0000_s1143" inset="0,0,0,0"></textbox></shape><line id="_x0000_s1144" style="POSITION: absolute" to="5220,8928" from="5220,8460"><stroke endarrowlength="short" endarrowwidth="narrow" endarrow="block"></stroke></line><wrap type="topAndBottom"></wrap></group><img class="shape" height="74" alt="文本框: 情绪状态" src="file:///C:/DOCUME~1/henry/LOCALS~1/Temp/msohtml1/01/clip_image044.gif" width="30" v:dpi="96" v:shapes="_x0000_s1138"><img class="shape" height="74" alt="文本框: 身体状况" src="file:///C:/DOCUME~1/henry/LOCALS~1/Temp/msohtml1/01/clip_image045.gif" width="30" v:dpi="96" v:shapes="_x0000_s1139"><img class="shape" height="74" alt="文本框: 工作经历 " src="file:///C:/DOCUME~1/henry/LOCALS~1/Temp/msohtml1/01/clip_image046.gif" width="30" v:dpi="96" v:shapes="_x0000_s1143"></wrapblock>
评估人员的工作经历、情绪状态、身体状况对评估的结果也有一定的影响，评估人员对评估的影响因素如图3-5所示。

图3-5 评估人员组成因素