BetterWorldBooks.com Expert Review

1. BetterWorldBooks.com Expert Review Prepared for: Eddie Porrello, Better World Books Prepared by: Andrew Dubois, Monique Horton, & Karen Purcell

2. Expert Review Overview Executive Summary Persona Heuristics Testing Methodology Testing Screen Shots Testing Summaries Major Issues Conclusions Next Step

3. Executive Summary • Three experts review BetterWorldBooks.com • Quesenbery 5Es – Efficient, Effective, Engaging, Error Tolerant, Easy to Learn • Persona – Alex Parker – 20 years old, cost conscious, college student • Goals – Search for books, sell a textbook, purchase eBook • Findings - • Search (ISBN, title, and author) and the compare price tasks are usable • EBook purchase process has too many steps and required accounts • Extra steps to textbook buyback • No comparison of purchase and buyback prices on same page • Unable to SEARCH by publication date • SEARCH by other than ISBN, author, title does not provide consistent (genre, publisher, etc.) results • Next Step – Use findings to develop test plan for real users

4. Alex Parker 20 years old Full time college student Part time Target employee Technical Communications major (probably) Dating girlfriend for a year Middle-class up-bringing Parents are paying his tuition with the help of loans

5. 3 Experts Using Quesenbery’s 5Es Heuristic Effective - Can I complete my goal? Efficient – Can I do it quickly? Engaging – Do I like it? Error Tolerant – Can I do it correctly? Easy to Learn – Can I do it correctly the first time?

6. Goals and Tasks for Alex Goal #1 - Purchase the textbook "Grammar Girl" for an English class * Task #1 - Search by ISBN (978080508831/1) * Task #2 - Search by Author (Mignon Fogarty) Goal #2 - Purchase the fiction book “A Dance With Dragons" by George R. R. Martin * Task #3 - Search by genre (fantasy) * Task #4 - Find hardcover version of book to purchase Goal #3 - Search for the manga “Gantz” * Task #5 - Search by publisher (Dark Horse Manga) * Task #6 - Compare the prices between new and used copies Goal #4 - Sell the copy of the textbook “Usability Testing Essentials” * Task #7 - Go through process of selling textbook (up to confirm) * Task #8 - Locate / compare prices of purchase vs. buyback Goal #5 - Purchase eBooks * Task #9 - Purchase a book about technology for less than $10 * Task #10 - Purchase a book about graphical design with a published date of 2010-2013

7. Methodology using Quesenbery’s 5Es • We individually rated each task relative to the 5Es according to the following severity scale: • No Problems • Low: Issues would not impact Alex's ability to complete task. • Medium: Issues that would impact Alex but not keep him from completing the task. For example – requiring extra steps • High: Issues that would prevent Alex from completing the task. • The team discussed each member’s findings for each task and reached an agreement on the severity rating. The findings from the evaluation are highlighted in a series of slides as well as summary tables.

8. Easy to find SEARCH Too many choices in bar

9. Useless error message Successful SEARCH

10. No fantasy category Easy to SEARCH by Title or Author or ISBN Easy to find Hardcover and Paperback Easy to find prices Easy to order

11. Only found 3 pages of results with search. Website has many more. Arrow takes you to a book page, not continuation of list Books in order by popularity or prices.

12. Don’t enter ISBN here Unclear message after entering ISBN Good example ISBN Enter ISBN Here

13. Error message Clear offer and button to “Sell” Lots of extra steps such as selecting literacy partner and payment type 10 minute buyback offer

14. Too many steps! Does not support Nook or Kindle Clear instructions that work

15. Download Book Get Adobe Digital Clear summary of purchase

16. Search Results Summary

17. Search by Publisher and New vs. Used Results Summary

18. Selling Textbook Results Summary

19. E-book Results Summary

20. Major Issues • High Severity • eBook purchase process has too many steps and required accounts • NOT efficient, engaging, error tolerant, or easy to learn. • Medium Severity • Extra steps to textbook buyback (literacy partners, drop downs to see different payment formats) • NOT engaging, error tolerant or easy to learn. • No comparison of purchase and buyback prices on same page • NOT effective, efficient, engaging, error tolerant, or easy to learn. • Unable to SEARCH by publication date • NOT effective, efficient, engaging, error tolerant or easy to learn. • SEARCH by other than ISBN, author, title does not provide consistent (genre, publisher, etc.) results • NOT effective, efficient or engaging.

21. Conclusions • The search (ISBN, title, and author) and the compare price tasks meet the 5Es • The search by other keyword types (publisher, publication date) are not available or consistent • Textbook buyback process is effective but has extra steps that impact usability • The eBook purchase task has a high severity rating due to the large number of steps required, number of accounts required, limited devices (no Nook or Kindle), and “no return” policy.

22. Next Step The results from this review will be used to develop the usability test plan for college student users to confirm or disprove the results from this expert review.