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Best Usability Mockup Tools

In my current role I am really  noticing the huge rewards delivered through extensive prototyping and usability testing. The ability to better capture and illustrate user feedback (internally and externally) as well as accelerate application development cannot be undervalued. As they say a picture tells a thousand words, but in this case a functional picture replaces a thousand words in a requirements document with ease. Requirements documents still have their place, but not as a basis for user comment or even developer guidelines. So what programs do I recommend?

Balsamic screenshot
Balsamic screenshot

The first is Balsamiq, a great little tool that you can use to replace those back of the envelope sketches at 1am in the morning. It is very rough and intended for initial prototypes only, but I find this is well suited for situations where your stakeholders can’t see the concepts for the details. I like it because it lets me see if the ideas that click beautifully in my head actually translate to something workable in real life. Above all though it is quick. Don’t expect to do full working prototypes, but you can expect to have a full Web 2.0 application roughly laid out within an hour. Once you have the concept nailed down however then it is time to move on to some other tools. Think of it as throwing a couple of A4 sheets on a table and spending an hour scribbling, without the rubber shavings and sloping misshapen tables. It is great to be able to pin it to your wall to make sure you keep focusing on the key deliverables of the application, rather than getting carried away with the details of day to day execution.

Axure Screenshot
Axure Screenshot

My favourite tool however is Axure. This tool is great because like Balsamiq it lets you build a working website really quickly, but it then lets you “colour between the lines” and flesh out an almost fully functional prototype. Out of the box Axure is a great program, with all the basic web elements you would expect. They are all easy to edit, move, layout and link. Generating HTML prototypes is also extremely easy, a one click step once you have specified an output directory.

To really unlock the power of Axure however you need to use some community resources. This top 10 Axure resources link is a great starting point. A Clean Design’s templates (number 3 in the top 10) is my personal favourite, it has almost every Web 2.0 element you can think of. The ones that are missing (i.e. Accordian, flyout menus) are covered by the official Axure design library (which is also a good example of HTML generated in Axure).

In conclusion these two tools are the staples of my usability and prototyping work. They are so powerful that one starts wondering, how long until I no longer need to send these off to a coder to develop and deploy my solution?

Features vs Usability

Just one more feature...

Just one more feature...

Does adding features automatically mean reduced usability?

Some bloggers strongly disagree with this sentiment, for example arguing features only reduce usability when they are implemented poorly. I would definitely agree with some of his examples, including adding PNG support to browsers which did not affect end user usability.

Another that he gave was Google search, which is a perfect example of an interface that is simple to the nth degree. Clearly Microsoft didn’t learn anything when they tried to compete with it by adding 3 sliders to “tune” your search results. Instead Google addresses this need for additional tuning into it’s back end, which by many counts analyses and balances 10’s if not 100’s of contributing factors. There is a load or cost in adding features, however it can be paid either by your users in your software, or internally through process and/or business analysis. This is a balance however, and factors like scalability, audience and resources all have to be assessed before a solution can be scoped.

So how can you tell if you got this balance right? Usability can be tested independently with a sample pool of your audience, and this doubles as a great way to involve your customer and evangelise them. It does get expensive however, mainly due to the time and specialist software packages required (such as TechSmith Morae). A quicker and cheaper method is to just ask someone who knows, a usability expert.

There is a great article on usabilitynews.com comparing the two types of usability feedback. If it is your first attempt at usability testing (or it requires a full time resource to manage) than an expert is a great way to learn the process and common techniques. The bottom line however, is that there is no substitute for the horse’s mouth. Customer comments and videos provide concrete suggestions that will help to mitigate any external or internal stakeholder objections both pre and post deployment.

Top 5 CRM Selection Criteria

I have now been working with CRM systems for 5 years. It is only recently that I have seen the industry  (finally) mature to a stage where it is no longer engaged in a straight up feature war. This has been driven by two things; a maturity of product offerings and a recognition by customers that they should be making decisions based on an analysis of their own requirements, rather than a feature comparison matrix. To this end, here are my top 5 criteria for selecting a CRM system:

Usability – Without this, nothing else matters. If your users will not adopt and use your selection, it’s a waste of time and effort.

Alignment – What do you want to do with your CRM system? If you are looking to manage contacts & contact activity, you’d consider a completely different slate of products than you would if you were looking to customize a product to support your entire business process.

Product delivery – SaaS vs. client/server is a big consideration. Do you need an offline client, or is a plugin enough? If so, how robust does it need to be? This could direct you toward a client/server solution. Do you have an IT department and any in-house expertise? If not, could direct you toward a SaaS product.

Integration needs – While it is easier than ever to integrate SaaS products with other systems, some scenarios definitely call for an on-premise solution. This could be a limitation of your current software packages that you rely on but have no interface into.

Pricing – Do you have capital up-front? Do you want to buy your solution? If not, SaaS products are much easier to get started with. In some cases though, they can end up costing more in the long run. There is also a great price difference in different SaaS products and even within themselves based on functionality.

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