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Usability Report
By:
Jordan Dagenais
HU4628
Table of Contents
Executive Summary... 2
Methodology...... 3
Appendices.... 10
1
Executive Summary
In January of 2017, the Red Cross made many changes to the instructions for a passive victim
with a suspected spinal injury. These changes came about after the Red Cross decided that
instead of having some rescues that get the victim out of the water as quickly as possible and
some that get the victim out of the water as securely as possible, all rescues should focus on
getting the victim out of the water as quickly as possible. However, the new instructions
provided by the Red Cross were rather confusing. As a result, it was the goal of this usability test
to determine the viability of new instructions that were made to replace the ones created by the
Red Cross.
The usability test, which called for test subjects to test out the new instructions went well. The
test subjects were able to get through the instructions will relative ease. There were some parts of
the instructions that could still use some work, though, in order to make them more clear. At the
end of the usability test, the most common analysis was that pictures are needed in order to make
the instructions as clear as they can be.
2
Methodology
The usability test was conducted by Jordan Dagenais as part of Dr. Karla Kitalongs class,
HU4628 Usability and Instruction Writing.
Meredith
Meredith is a 22-year-old college student that works as a lifeguard part time. She, like many
other lifeguards, does not work full time as a lifeguard and thus can struggle to remember all the
details of the complicated rescues provided by the Red Cross. She is confused by the Red
Crosss newest changes to spinal victim rescues because of their lack of detail. She wants
instructions that are easy to follow but dont leave any room for questions about what to do.
3
2. The test subjects went through the instruction set three times, using the Concurrent Think
Aloud Protocol and rotating through three positions:
a. Primary rescuer
b. Secondary rescuer
c. Observer
3. The test subjects were asked about their overall impressions after they had each rotated
through the three positions.
A full list of the instructions that the test subjects completed can be found in the section
Introductory Questions and Tasks, as well as in Appendix A.
Subjective Metrics: Each test subject was asked about their experience with the new methods of
rescue. Their answers were collected as follows:
Test subject 1: I was at an inservice at the pool where we went through the new
instructions.
Test subject 2: I was at that inservice too. The instructions were weirdly written.
Test subject 3: I wasnt at that inservice so I havent used the new instructions yet.
Quantitative Metrics: The tests was judged success based on the time it took to complete each
task, how well the testers understood the instructions, and how many minor and critical errors
they made. During the first rotation, it took 7 minutes and 42 seconds for the primary and
secondary rescuer to complete all of the steps. During the second rotation, it took 7 minutes and
6 seconds for the primary and secondary rescuer to complete all of the steps. During the third
rotation, it took 6 minutes and 51 seconds for the primary and secondary rescuer to complete all
of the steps. The changes in time can most likely be attributed to having run through the steps
multiple times. Because there were no drastic changes in time and no observed critical errors, it
can be stated that the new instructions prevent critical errors from happening.
4
Introductory Questions and Tasks
The following questions were asked of each test subject before the usability test was conducted:
1. Are you currently a lifeguard?
2. How long ago did you practice your rescuing skills, whether at an employee inservice or
during your own time?
3. What is your experience with the 2017 Red Cross updates to the passive victim rescues?
Upon identifying an unconscious victim with The secondary rescuer calls 911.
a suspected spinal injury, the primary rescuer
blows their whistle three times to activate the
Emergency Action Plan.
The primary rescuer performs an off-the-wall The secondary rescuer directs other pool
entry into the pool, making as little patrons to quickly and calmly exit the pool.
disturbance to the water as possible.
The primary rescuer carefully wades to the The secondary rescuer checks to make sure all
unconscious victim. patrons have exited the pool.
Upon reaching the victim, the primary rescuer The secondary rescuer retrieves the nearest
moves the victims arms above their head, backboard and stands at the edge of the pool
securing them against the head by applying nearest to the victim.
pressure with both of their hands.
The primary rescuer rotates the victim onto The secondary rescuer removes the head
their back. immobilizers.
If the pool has a low wall: If the pool has a low wall:
The primary rescuer changes the positions of The secondary rescuer submerges the
the their hands so that neither arm reaches backboard in the water, setting the end on the
underneath the victim. low wall and keeping the board at a roughly
30 degree angle.
The primary rescuer begins walking with the The secondary rescuer grabs and holds the
victim in order to straighten the victims spine victim on the arms where the primary rescuer
and heads towards the nearest wall. has been holding them.
The primary rescuer walks the victim up onto The secondary rescuer grabs and holds the
the backboard. victim on the arms where the primary rescuer
has been holding them.
5
The primary rescuer places and tightens one The secondary rescuer puts on and secures the
strap over the victim, under the armpits. head immobilizers.
The primary rescuer puts the victim in a The secondary rescuer grabs the end of the
head-and-chin splint. backboard on the low wall.
The primary rescuer positions themselves at The secondary rescuer waits for the primary
the other end of the backboard. rescuer to position themselves at the other end
of the backboard.
The primary rescuer pushes the backboard out The secondary rescuer pulls the backboard out
of the water while the secondary rescuer pulls. of the water while the primary rescuer pushes.
Both rescuers handle any other medical Both rescuers handle any other medical
ailments until more highly skilled individuals ailments until more highly skilled individuals
arrive. arrive.
If the pool has a high wall: If the pool has a high wall:
The primary rescuer begins walking with the The secondary rescuer performs an
victim to straighten their spine. off-the-wall entry into the pool, making as
little disturbance to the water as possible. The
secondary rescuer brings the backboard with
them.
The primary rescuer approaches the When the primary rescuer comes near, the
secondary rescuer with the victim. secondary rescuer will submerge the
backboard and let it float back up so it is
underneath the victim.
Note: The secondary rescuer has to match the
speed of the primary rescuer. The primary
rescuer cannot slow down.
The primary rescuer walks the victim on the The secondary rescuer positions themselves
backboard to a pool wall. between the wall and the backboard, grabs
victims head in stabilization, and braces the
backboard with their collarbone.
The primary rescuer places and tightens one The secondary rescuer continues to hold their
strap over the victim, under the armpits. position, awaiting the primary rescuers
securing of the chest strap.
The primary rescuer grabs the head The secondary rescuer moves their hands to
immobilizers and places them one at a time the outsides of the head immobilizers as the
against the sides of the victims head, the primary rescuer places them one at a time
secondary rescuer moving their hands to the against the sides of the victims head.
6
outsides of the head immobilizers in the Note: This switch should be done from a
process. Note: This switch should be done countdown called out by the primary rescuer.
from a countdown called out by the primary
rescuer.
The primary rescuer exits the water. The secondary rescuer holds their position
while the primary rescuer exits the water.
The primary rescuer grabs each side of the The secondary rescuer positions themselves at
end of the backboard that is propped up by the the other end of the backboard.
secondary rescuer.
The primary rescuer pulls the backboard out The secondary rescuer pushes the backboard
of the water while the secondary rescuer out of the water while the primary rescuer
pushes. pulls.
Both rescuers handle any other medical Both rescuers handle any other medical
ailments until more highly skilled individuals ailments until more highly skilled individuals
arrive. arrive.
7
Findings and Recommendations
The answers to each of the introductory question are as follows:
1. Are you currently a lifeguard?
a. Test subject 1: Yes
b. Test subject 2: Yes
c. Test subject 3: Yes
2. How long ago did you practice your rescuing skills, whether at an employee inservice or
during your own time?
a. Test subject 1: About a month ago.
b. Test subject 2: It was about a month ago for me too.
c. Test subject 3: It was sometime last semester, so Id say about three months
ago.
3. What is your experience with the 2017 Red Cross updates to the passive victim rescues?
a. Test subject 1: I was at an inservice at the pool where we went through the new
instructions.
b. Test subject 2: I was at that inservice too. The instructions were weirdly written.
c. Test subject 3: I wasnt at that inservice so I havent used the new instructions
yet.
The comments made during the usability test have been compiled here. The comments are
paraphrases:
I like the note at the beginning. Its good that it explains why the instructions were made.
I like that it says that the rescuers work on their steps at the same time.
It makes sense that the steps are divided into two columns. Thats less confusing than the
way the Red Cross wrote them.
How is the primary rescuer supposed to rotate the victim? Is there a specific way to do it?
I like that it indicates which parts are for the high wall and which parts are for the low
wall.
I would actually prefer two separate sets of instructions. This pool has a low wall so its
confusing that I have both sets of instructions here.
Im confused by the switching of the hands step for low wall pools. I think it needs a
picture to show what it means.
To go off of that, I think there should be pictures to show what the difference is between
low and high wall pools.
I like that the steps are specific. It doesnt assume much other than that the rescuers are
going to be lifeguards.
The pushing and pulling part of the low wall rescue is a little confusing. A picture would
be helpful here too.
Its good that the notes are underlined. It helps us see whats important.
The pushing and pulling is confusing for the high wall too.
I think this should be two separate sets of instructions too.
9
Appendices
Appendix A
New Passive Victim with a Suspected Spinal Injury Rescue
Instructions
Note: In January of 2017, the Red Cross made many changes to the instructions for a passive
victim with a suspected spinal injury. These changes came about after the Red Cross decided that
instead of having some rescues that get the victim out of the water as quickly as possible and
some that get the victim out of the water as securely as possible, all rescues should focus on
getting the victim out of the water as quickly as possible. Now, there are two overarching types
of these rescues: low wall and high wall situations.
Upon identifying an unconscious victim with The secondary rescuer calls 911.
a suspected spinal injury, the primary rescuer
blows their whistle three times to activate the
Emergency Action Plan.
The primary rescuer performs an off-the-wall The secondary rescuer directs other pool
entry into the pool, making as little patrons to quickly and calmly exit the pool.
disturbance to the water as possible.
The primary rescuer carefully wades to the The secondary rescuer checks to make sure all
unconscious victim. patrons have exited the pool.
Upon reaching the victim, the primary rescuer The secondary rescuer retrieves the nearest
moves the victims arms above their head, backboard and stands at the edge of the pool
securing them against the head by applying nearest to the victim.
pressure with both of their hands.
The primary rescuer rotates the victim onto The secondary rescuer removes the head
their back. immobilizers.
If the pool has a low wall: If the pool has a low wall:
The primary rescuer changes the positions of The secondary rescuer submerges the
the their hands so that neither arm reaches backboard in the water, setting the end on the
underneath the victim. low wall and keeping the board at a roughly
30 degree angle.
10
The primary rescuer begins walking with the The secondary rescuer grabs and holds the
victim in order to straighten the victims spine victim on the arms where the primary rescuer
and heads towards the nearest wall. has been holding them.
The primary rescuer walks the victim up onto The secondary rescuer grabs and holds the
the backboard. victim on the arms where the primary rescuer
has been holding them.
The primary rescuer places and tightens one The secondary rescuer puts on and secures the
strap over the victim, under the armpits. head immobilizers.
The primary rescuer puts the victim in a The secondary rescuer grabs the end of the
head-and-chin splint. backboard on the low wall.
The primary rescuer positions themselves at The secondary rescuer waits for the primary
the other end of the backboard. rescuer to position themselves at the other end
of the backboard.
The primary rescuer pushes the backboard out The secondary rescuer pulls the backboard out
of the water while the secondary rescuer pulls. of the water while the primary rescuer pushes.
Both rescuers handle any other medical Both rescuers handle any other medical
ailments until more highly skilled individuals ailments until more highly skilled individuals
arrive. arrive.
If the pool has a high wall: If the pool has a high wall:
The primary rescuer begins walking with the The secondary rescuer performs an
victim to straighten their spine. off-the-wall entry into the pool, making as
little disturbance to the water as possible. The
secondary rescuer brings the backboard with
them.
The primary rescuer approaches the When the primary rescuer comes near, the
secondary rescuer with the victim. secondary rescuer will submerge the
backboard and let it float back up so it is
underneath the victim.
Note: The secondary rescuer has to match the
speed of the primary rescuer. The primary
rescuer cannot slow down.
The primary rescuer walks the victim on the The secondary rescuer positions themselves
backboard to a pool wall. between the wall and the backboard, grabs
victims head in stabilization, and braces the
backboard with their collarbone.
11
The primary rescuer places and tightens one The secondary rescuer continues to hold their
strap over the victim, under the armpits. position, awaiting the primary rescuers
securing of the chest strap.
The primary rescuer grabs the head The secondary rescuer moves their hands to
immobilizers and places them one at a time the outsides of the head immobilizers as the
against the sides of the victims head, the primary rescuer places them one at a time
secondary rescuer moving their hands to the against the sides of the victims head.
outsides of the head immobilizers in the Note: This switch should be done from a
process. Note: This switch should be done countdown called out by the primary rescuer.
from a countdown called out by the primary
rescuer.
The primary rescuer exits the water. The secondary rescuer holds their position
while the primary rescuer exits the water.
The primary rescuer grabs each side of the The secondary rescuer positions themselves at
end of the backboard that is propped up by the the other end of the backboard.
secondary rescuer.
The primary rescuer pulls the backboard out The secondary rescuer pushes the backboard
of the water while the secondary rescuer out of the water while the primary rescuer
pushes. pulls.
Both rescuers handle any other medical Both rescuers handle any other medical
ailments until more highly skilled individuals ailments until more highly skilled individuals
arrive. arrive.
Appendix B
Test Plan
Scope: My scope is taken from the special note that appears at the beginning of my instructions:
Note: In January of 2017, the Red Cross made many changes to the instructions for a passive
victim with a suspected spinal injury. These changes came about after the Red Cross decided that
instead of having some rescues that get the victim out of the water as quickly as possible and
some that get the victim out of the water as securely as possible, all rescues should focus on
getting the victim out of the water as quickly as possible. Now, there are two overarching types
of these rescues: low wall and high wall situations.
Purpose: The purpose of this instruction set is to test the them under stressful situations. The
current instructions are too vague and do not provide the proper means to save a victim through
these new means in a timely fashion. My goal is to create instructions that are detailed and clear
enough that a lifeguard can read through them quickly but still understand what to do.
Persona:
Meredith
12
Meredith is a 22-year-old college student that works as a lifeguard part time. She, like many
other lifeguards, does not work full time as a lifeguard and thus can struggle to remember all the
details of the complicated rescues provided by the Red Cross. She is confused by the Red
Crosss newest changes to spinal victim rescues because of their lack of detail. She wants
instructions that are easy to follow but dont leave any room for questions about what to do.
Method of Testing: I will be using Concurrent Think Aloud Protocol for my method of testing.
Based on the complexity of the directions I think I will be best if the usability testers can voice
their thoughts and opinions as they are working. This will allow me to see and hear where
changes need to be made in my instructions.
Scenario: As seen in the instructions, there will be be two scenarios that will be run during the
testing. They are outlined thoroughly on pages one and two.
Sessions/Location: I plan to have two sessions will two separate sets of three lifeguards for
testing. Each session will last approximately 30 minutes (20 minutes to run through all the
instructions and 10 minutes to give feedback) and will take place at the SDC pool.
Subjective Metrics: I will ask each lifeguard to tell me about their experience with the new
methods of rescue. The assumed metrics will be that each person is a lifeguard and that they are
up to speed with the 2016 Red Cross updates but not necessarily the 2017 Red Cross updates.
Quantitative Metrics: I will judge the tests success based on the time it takes to complete each
task, how well the testers understand the instructions, and how many minor and critical errors
they make. I will judge a minor error as something like forgetting to only put one chest strap on
the victim. I will consider a critical error to be something like bending the victims spine too
much.
Staff/Roles: I will moderate while three lifeguards that I work with will act in the persona roles.
The three lifeguards will rotate between primary rescuer, secondary rescuer, and victim. Two of
the three lifeguards have practiced these news rescues once before, and one of them has never
been exposed to the changes.
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