Roberto PolilloDISCO, University of Milano Bicocca

Master UX – User ExperienceRoma, La Sapienza, 6 luglio 2012

La qualità delle applicazioni Web

Temi

La qualità delle applicazioni Web(Web 1.0, 2.0, …)

Un modello di qualità per le applicazioni Web Applicazione del modello (workshop)

Introduction to quality models

Quality models (QM)

"A QM is a defined set of characteristics, and of relationships between them, which provides a framework for specifying quality requirements and evaluating quality"

ISO/IEC 25000:2005

Esempio: un modello di qualità per gli alberghi

5

 

 

  Caratteristiche Sottocaratteristiche

1 Camere comfort, dimensioni, eleganza, pulizia

2 Spazi comuni comfort, dimensioni, eleganza, pulizia

3 Servizio reception, servizi in camera, cortesia del personale

4 Ristoranti qualità del cibo, ambiente, servizio, varietà del cibo

5 Piscina comfort, dimensioni, ambiente, attrezzature, pulizia

6 Spiaggia vicinanza, privata/pubblica, attrezzature, paesaggio

7 Dintorni possibilità di escursioni, vicinanza a un centro abitato

8 Impianti sportivi tennis, golf, fitness, altri

9 Bambini nursery, zone riservate

La qualità non è un concetto assoluto, ma relativo, dipende dagli obiettivi che ci poniamo

Visualizzazione

A quality model can be used during…

Requirements specification Design & development Quality assessment & benchmarking Operations

Quality is NOT only a matter of usability…

ISO/IEC 25010 Product Quality Model

Quality models for Web applications

"Web application"

"A software system based on technologies and standards of the World Wide Web Consortium, that provide Web specific resources such as content and services through a user interface, the Web browser"

(Kappel, Proll, Reich, Retschitzegger, 2003)

E.g. Web portals, e-commerce, social media, …

Web sites vs information systems

Unstructured information content prevail on structured data → user navigation, not data management and computation

Main purpose is communication, not computing Community support and user engagement (Web

2.0) Virtualization Continuous evolution (perpetual ß)

How to define a quality model for Web applications?

Many possible perspectives….

Quality models for Web applications:

the proposed approach

The proposed approach

Emphasize practical use of the quality model Assessment → Improvement action (who?)

Quality actors

"Any system stakeholder with an active role in creating or maintaining some quality attribute of the system"

+ the users!

Map quality characteristcs to quality actors in the simplest possible way

Quality model [Sub-]characteristics

Involvedactors

C1C2C3C4C5….

A1A2A3A4A1,A3

Quality model [Sub-]characteristics

Involvedactors

C1C2C3C4C5….

A1,A2,A3A3,A4A2,A3A1,A2,A4A1,A2,A4

Good mapping Bad mapping

Organization mapping criterium

Content

Site

Information architecture

& navigation

Web designer

A3

Graphics &

branding

Visualdesigner

A4

Usabilitypro

A2

User

Community manager

A6

Usergenerated

content

Contenteditor

A5

Company generated

content

Software functions

Functiondesigner

A7

DBmnger

A8 A9

Softwaredeveloper

Site

pla

tfor

m

Content

Site

Information architecture

& navigation

Web designer

A3

Graphics &

branding

Visualdesigner

A4

Usabilitypro

A2

User

Software functions

Functiondesigner

A7

DBmnger

A8

SWarchitect

A10

Softwaredeveloper

A9

Community manager

A6

Usergenerated

content

Contenteditor

A5

Company generated

content

Serv

er

pla

tfor

m

Content

Site

Information architecture

& navigation

Web designer

A3

Graphics &

branding

Visualdesigner

A4

SWarchitect

A10

Server admin

A11

Site

pla

tfor

m

Usabilitypro

A2

User

Software functions

Functiondesigner

A7

DBmnger

A8

Softwaredeveloper

A9

Community manager

A6

Usergenerated

content

Contenteditor

A5

Company generated

content

Con

nect

ivity

p

latf

orm

Content

Site

Serv

er

pla

tfor

mInformation architecture

& navigation

Web designer

A3

Graphics &

branding

Visualdesigner

A4

SWarchitect

A10

Server admin

A11

Site

pla

tfor

m

Usabilitypro

A2

Networkadmin

A12

User

Software functions

Functiondesigner

A7

DBmnger

A8

Softwaredeveloper

A9

Community manager

A6

Usergenerated

content

Contenteditor

A5

Company generated

content

Inte

rnet

m

ark

et

Content

Site

Serv

er

pla

tfor

mInformation architecture

& navigation

Web designer

A3

Graphics &

branding

Visualdesigner

A4

SWarchitect

A10

Server admin

A11

Site

pla

tfor

m

Usabilitypro

A2

Con

nect

ivity

p

latf

orm

Networkadmin

A12

User

Web Marketing

A1

Software functions

Functiondesigner

A7

DBmnger

A8

Softwaredeveloper

A9

Community manager

A6

Usergenerated

content

Contenteditor

A5

Company generated

content

Inte

rnet

m

ark

et

Content

Site

Serv

er

pla

tfor

mInformation architecture

& navigation

Web designer

A3

Graphics &

branding

Visualdesigner

A4

SWarchitect

A10

Server admin

A11

Site

pla

tfor

m

Usabilitypro

A2

Con

nect

ivity

p

latf

orm

Networkadmin

A12

User

Web Marketing

A1

Software functions

Functiondesigner

A7

DBmnger

A8

Softwaredeveloper

A9

Community manager

A6

Usergenerated

content

Contenteditor

A5

Company generated

content

Content

Site

Serv

er

pla

tfor

mInformation architecture

& navigation

Web designer

A3

Graphics &

branding

Visualdesigner

A4

SWarchitect

A10

Server admin

A11

Site

pla

tfor

m

Usabilitypro

A2

Con

nect

ivity

p

latf

orm

Networkadmin

A12

User

Architecture

A3

Community

A6, Users

Inte

rnet

m

ark

etEditorial Data centre Information TechnologyProduct designMarketing

Web Marketing

A1

A10

Platform

A1

Marketpresence

Software functions

Functiondesigner

A7

DBmnger

A8

Softwaredeveloper

A9

Community manager

A6

Usergenerated

content

Contenteditor

A5

Company generated

content

Communication

A4

Content

A5

Data centre

A11, A12

UsabilityAccessibility

A2,all

Functionality

A7, A8

SW code

A9

Produzione e gestione di un sito web

Str

ate

gia

&

co

nce

pt

Consulenti

1G

raph

ical

des

ign

& u

ser

exp

erie

nce

Web agency

2

Svi

lup

po d

el s

ito

Systemintegrator

3

Ese

rciz

io

de

l sito

Application manager

5

Se

rve

r ho

usin

g

Web farm

6

Con

netti

vità

ISP

7

Contentmanager

4

Ge

stio

ne

dei

con

tenu

ti

La qualità complessiva di un sito è il risultato del lavoro armonico e integratodi tutti questi attori

Quality diagram

The "core" quality model

Architecture

Information architecture Navigation

Communication

Home page Brand identity Visual design Typography

Functionality

Functional adequacy Back-office function adequacy Functional correctness Security

Content

Information quality Data quality Content currentness Internationalization and localization Style guide compliance

Community

User relations Community management

Usability

Effectiveness Efficiency Satisfaction Freedom from risk Context coverage

Accessibility

Compatibility Bandwidth requirements Users with disabilities

Market presence

Visibility User engagement Conversion rate Conversion count

Software code

Sw code functional suitability Sw code performance efficiency Sw code maintainability Sw code reliability Sw code compatibility

Platform

Platform functional suitability Platform performance efficiency Platform maintainability Platform compatibility

Data centre

Data centre adequacy Data cenre performance Availability

Personalizzare il “core” quality model

Defining the sub-characteristics

Characteristic

Sub-characteristic

Sub-sub-characteristic

How many levels?

Core QM for Web sites

Core QM for subclass X sites

QM for subclass X /

profile Y/ org Z / purpose K

more specificadaptation

less specific

QM for subclass X /

profile Y/ org Z

QM for subclass X /

profile Y

organization specific

Adapting a "core" quality model

Adapting the "core" quality model

Core QMAdapted QM

Adapting the "core" quality model

Core QMAdapted QM

Adapting the "core" quality model

Core QMAdapted QM

Adapting the "core" quality model

Evaluating the sub-characteristics

Conclusions

ISO QM not fit for Web sites/applications Starting from quality actors / Web site logical

components seems more practical In Web 2.0, users are essential quality actors The proposed QM can be specialized for different

purposes, keeping the top layer stable ("family of QM")

References

1. R.Polillo, A Core Quality Model for Web Applications, Journal of Web Engineering, Vol.11, n.3 (2012), pp.181-208 (in printing)

2. R.Polillo, Quality Models for Web [2.0] Sites: A Methodological Approach and a Proposal, in A.Harth, N.Koch (eds): ICWE 2011 Workshops, LNCS 7059, pp.251-265, Springer Verlag, 2011 (this is a shorter version of 1)

3. R.Polillo, Il check-up dei siti Web, Apogeo, 2004 (un modello "antico", solo per siti Web 1.0)

Thank you!