≈ how well your offer helps people achieve their goals
Success
Effectiveness:
achieved the goal
Efficiency:
quality ↑ cost ↓
Satisfaction:
🥰
Harm
Effectiveness Blocker:
failed / stuck
Efficiency Inefficiency:
💰💰💰 → 💩
Satisfaction Frustration:
☹️
(ISO 9241-11:2018 quotes)
"Usability = extent to which a system, product or service can be used by specified users to
achieve specified goals with effectiveness, efficiency and satisfaction in a specified
context of use"
"Effectiveness = accuracy and completeness with which users achieve specified goals"
"Efficiency = resources used in relation to the results achieved"
"Satisfaction = extent to which the user's physical, cognitive and emotional responses that
result from the use of a system, product or service meet the user’s needs and expectations"
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