Benchmarking Using SUS
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The document discusses the System Usability Scale (SUS), a 10-item questionnaire used to assess perceived usability. It can be used after user testing to benchmark a system's usability against others. Scores range from 0 to 100, with an average of 68. Higher scores correlate with increased customer loyalty and promoter ratings. The SUS provides a reliable, cost-effective way to evaluate general usability but does not provide diagnostic details about specific usability issues.
![Scoring
normalizes
even and odd
questions to a
4 point scale
1. I think that I would like to use this system frequently. [4] - 1 = 3
2. I found the system unnecessarily complex. 5 - [2] = 3
3. I thought the system was easy to use. [3] - 1 = 2
4. I think that I would need the support of a technical person to be able to use this
system. 5 - [2] = 3
5. I found the various functions in this system were well integrated. [1] - 1 = 0
6. I thought there was too much inconsistency in this system. 5 - [5] = 0
7. I would imagine that most people would learn to use this system very quickly.
[3] - 1 = 2
8. I found the system very cumbersome to use. 5 - [4] = 1
9. I felt very confident using the system. [1] - 1 = 0
10.I needed to learn a lot of things before I could get going with this system. 5 - [1] = 4
18 * 2.5 = 45 SUS Score
Odd Questions: [Score] - 1
Even Questions: 5 - [Score]
[Total] * 2.5 = SUS Score](https://image.slidesharecdn.com/sus-scale-kick-ass-ux-hour-final-170124190222/85/Benchmarking-Using-SUS-14-320.jpg)
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Benchmarking Using SUS
- 1. Benchmarking Using SUS Kick Ass UX Hour AUGUST 2, 2016
- 2. SUS / System Usability Scale
- 3. About SUS
- 4. A 10 question survey rating perceived system usability. 1. I think that I would like to use this system frequently. 2. I found the system unnecessarily complex. 3. I thought the system was easy to use. 4. I think that I would need the support of a technical person to be able to use this system. 5. I found the various functions in this system were well integrated. 6. I thought there was too much inconsistency in this system. 7. I would imagine that most people would learn to use this system very quickly. 8. I found the system very cumbersome to use. 9. I felt very confident using the system. 10.I needed to learn a lot of things before I could get going with this system. Items vary from positive to negative ratings. Users rank each question from 1 (strongly disagree) to 5 (strongly agree) Likert scale.
- 5. Launched in 1986 by John Brook at DEC
- 6. Free!
- 7. • Correlated with hundreds of systems and thousands of users of known usability • Better reliability than commercial surveys. SUS is Reliable — measuringu.com
- 8. measuringu.com has a database of 500+ studies (for a fee). Can drill down on software type, do custom analysis SUS is Benchmarked • Average score is 68 • For consumer software average is 72
- 9. SUS Score > with Familiarity — measuringu.com
- 10. SUS can be reliably used with low numbers of users (10 - 15)
- 11. SUS is not diagnostic and doesn’t correlate with actual task performance
- 13. Scoring SUS
- 14. Scoring normalizes even and odd questions to a 4 point scale 1. I think that I would like to use this system frequently. [4] - 1 = 3 2. I found the system unnecessarily complex. 5 - [2] = 3 3. I thought the system was easy to use. [3] - 1 = 2 4. I think that I would need the support of a technical person to be able to use this system. 5 - [2] = 3 5. I found the various functions in this system were well integrated. [1] - 1 = 0 6. I thought there was too much inconsistency in this system. 5 - [5] = 0 7. I would imagine that most people would learn to use this system very quickly. [3] - 1 = 2 8. I found the system very cumbersome to use. 5 - [4] = 1 9. I felt very confident using the system. [1] - 1 = 0 10.I needed to learn a lot of things before I could get going with this system. 5 - [1] = 4 18 * 2.5 = 45 SUS Score Odd Questions: [Score] - 1 Even Questions: 5 - [Score] [Total] * 2.5 = SUS Score
- 15. Not a percentage! 80.3 is an ‘A’ - also correlates to NPS Promoters Average score is 68 51 is an F (bottom 15% of results) Scores are 0 to 100 — measuringu.com
- 16. • Helps provide a frame of reference to stakeholders. • Scale can also be phrased this way to survey takers, though it’s usually better to stick with the original scale. Adjectives to map scores — measuringu.com
- 18. Perceived Usability != Actual Usability
- 19. But usability includes satisfaction. Not just success. Attitude and action.
- 20. PERCEIVED USABILITY IS IMPORTANT
- 21. High perceived usability impacts first impressions. User impressions are impacted to varying degrees by subsequent usage and actual usability. PERCEIVED USABILITY IS IMPORTANT
- 22. High perceived usability increases trust and loyalty. Trust and loyalty are correlated to perceptions of usability. PERCEIVED USABILITY IS IMPORTANT
- 23. SUS and Customer Loyalty
- 24. How likely are you to recommend this product to a friend or colleague? MEASURING CUSTOMER LOYALTY - NPS
- 25. SUS score of 70 will generate an approximate NPS of 7 and a SUS score of at least 88 is needed to be a promoter (9+) SUS CORRELATES WITH NPS — measuringu.com
- 26. • Promoters have an average SUS score of 82 • Detractors have an average score of 67 Scores are 0 to 100 — measuringu.com
- 27. Can predict between 30% and 60% of customer loyalty. Highly correlated with loyalty scores and can be used to predict NPS. PERCEIVED USABILITY IS IMPORTANT
- 28. How & When to Use It
- 29. Ask the questionnaire to each user using a Google Spreadsheet or TryMyUI. Benchmark vs other system and subsequent tests. http://www.trymyui.com/blog/2014/10/03/the-system- usability-scale-a-walk-through-our-newest-user- testing-feature/ AFTER / DURING EVERY USER TEST
- 30. Get a pulse on overall usability to make the case for more testing or to assess what you’re dealing with. IF YOU CAN’ T DO A FULL USER TEST
- 31. Use site intercept or email-based surveys to establish a baseline for an existing software system IN A SURVEY
- 32. Coda: SEQ
- 33. • Measures single task performance satisfaction • Versus SUS which measures overall perceived satisfaction • Ask after every major test task. • Helps discriminate about which tasks caused issues. SEQ — measuringu.com
- 34. • Can we establish a C&A SUS database as a part of our usability offering as a differentiator? • SUS scores categorized according to level of fidelity of thing we’re testing, client industry, user type, etc. • Over time (6 months?) could have a decent data set to write about, tout to clients, actually use! Ideas, Thoughts & Questions
- 35. Limitations
- 36. BUT . . . SUS doesn’t break down measures granularly into sub- factors like trust, learnability, or different UI factors (i.e, terminology vs functionality)
- 37. There are other survey tools that do this, often commercial. • SUMI http://sumi.uxp.ie • QUIS http://lap.umd.edu/quis/ • SUPR-Q http://www.measuringu.com/products/suprq • and many other custom / proprietary ones . . . Check out measuringu.com