1. A Usability Review of
Verizon Wireless
Family Locator
A. Davis, C. Stern, D. Edinger
K. Burgh, P. Raj, R. Waindle
1

2. Agenda
• Executive Summary
• Positive Findings
• Usability Issues by Severity and Scope
• Conclusions and Next Steps
2

3. Executive Summary
3

4. EXECUTIVE SUMMARY
Objectives
The primary goals of the study were to:
• Evaluate the intuitiveness and overall flow of the interface
• Evaluate the effectiveness of the terminology
• Gather first impressions of the application from test
participants
• Determine which features are useful and which are not
• Identify additional features that would be useful to users
• Evaluate navigation within the application
• Identify areas of improvement and make recommendations
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5. EXECUTIVE SUMMARY
Methodology
We studied ten participants. For each task, we collected:
• Four participants were tested in the • Usability issues encountered during
Bentley usability lab execution
• Six participants were tested remotely • Whether the participant was able to
complete the task
Participants were asked to complete • Whether the participant needed
the following tasks: assistance from the facilitator to
complete the task
• Edit profile information (family
member’s name and avatar) • Feedback from the participant while
“thinking aloud” during the task
• Locate family members
• Find out how fast a family member is Participants also completed
traveling
pre- and post-test questionnaires.
• Set up a Scheduled Location Update
• Results from the post-test assessment
• Set up an Arrival/Departure Update questionnaire (SUS) are in the Appendix.
• Set up a new Location
In addition, we conducted an expert
Participants were asked to follow a review of the application.
standard “think aloud” protocol.
• Findings and recommendations have
• Participants verbally expressed what been incorporated into this report
they were thinking as they worked
through the tasks.
Note: We tested the live version of Family Locator, as the updated version was inaccessible due to technical issues.
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6. EXECUTIVE SUMMARY
Recommendations
Replace the term “Update.”
Users think “Update” refers to software updates, and therefore tend to ignore the Updates
section. Consider using another term, such as “Alert” or “Notification.”
Move Update functions to the Family Members section.
When asked to create an Update for a particular family member, nearly all users expected to
find this function in the family member’s profile. To be consistent with the user’s mental
model, Update functions should be accessible from family member profiles.
Clarify and simplify the procedure for creating a new location.
Many users had trouble with this task, and the difficulties came in several forms. Consider
ways to make this procedure more transparent and bullet-proof.
Reduce the reliance on wordy instructions.
Some tasks, such as creating an Update, rely too much on text to guide the user. Consider
ways to subtly guide the user with minimal instruction.
Consolidate and simplify the help system.
Help text is spread across three systems – the Help pages, the Message Center, and the User
Guide. These three systems should be consolidated into one. In addition, the help text should
be reviewed for concision and clarity.
Label the avatars on the map with family members’ names.
Labels would make it much easier for the user to identify family members on the map.
6

7. EXECUTIVE SUMMARY
Positive Findings
The Concept Itself
• Parents liked knowing that their children were safe and
could be located easily.
• Participants liked the idea of receiving notifications as to
their family members’ whereabouts.
• Participants liked that they could send an email or text
message to a family member directly from the application.
Site Customization
• The variety of map views accommodates user preferences.
• Participants liked the ability to customize the avatar for
each profile.
• Participants liked being able to view the locations of all
family members on the map.
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8. EXECUTIVE SUMMARY
Prioritization by Severity and Scope
Usability issues are Issues by Priority
categorized according to:
Severity Scope # of Issues
Severity
• High – Prevents or greatly hinders High Global 2
task completion
• Medium – Somewhat hinders High Local 5
task completion
Medium Global 3
• Low – Does not hinder task
completion but adds confusion or
frustration, or does not conform Medium Local 2
to best practices
Low Global 1
Scope
Low Local 8
• Global – Impact greater than a
single screen
• Local – Impact limited to a single
screen
8

9. High Severity Issues
Global in Scope
9

10. Signed Out and Not
Returned to Sign-in Page
ISSUE
The user is unexpectedly signed out of the application,
and is not redirected to the sign-in page.
DETAILS
The user is unexpectedly signed out of the application.
This can happen due to a system error or the session
timing out. The user is then redirected to the Family
Locator main page and must find the link to the sign-in
page to sign in again.
RECOMMENDATIONS
When the application signs a user out, it should display
the sign-in page so the user can easily sign in again.
Consider adding a session timer. The user should also be
alerted a minute or so before the session times out due
to inactivity. Consider lengthening the session time.
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11. Updates Tab
ISSUE “ I was thinking Update was an
Users who wanted to set up scheduled and arrival/ update to the technology. I have
departure notifications did not see the Updates section as an update to every single app
the place to perform this task. on my phone. I don’t need this.”
“ Notifications: where do I set
DETAILS
them?”
Participants had difficulty figuring out where they could set
up update notifications. Several needed assistance or were
unable to complete the task at all. Most users ignored the
“Updates” panel, assuming that it had to do with software
updates; several noted that the amount of text dissuaded
them from exploring that area. Many users looked first in
the Profiles area, reasoning that since they wanted to set
up a notification for a particular family member, they would
be able to do so from the family member’s profile .
RECOMMENDATIONS
Change the name of the Updates area. Add some pictures or
iconography to replace or minimize the text. Allow users to
set up notifications from family members’ profiles.
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12. High Severity Issues
Local in Scope
12

13. “Unavailable” Status
ISSUE
“Unavailable” status is not entirely clear and “ Sam is ‘unavailable.’ I don’t like that. I
potentially disconcerting. Selecting the profile don’t know what that means. . . If one
button for additional information on the family of my kids was really unavailable and
member results in an error message. couldn’t be found, I would want
something to jump out and tell me.”
DETAILS
The meaning of the “Unavailable” status is not
clear, especially for new users. If the user attempts
to get more information by clicking the family
member’s profile, they receive an error message.
With emotions possibly high due to the inability to
locate a family member, displaying an impersonal
error message can add frustration.
RECOMMENDATIONS
Take into account the use case (a parent cannot
find a child) and provide a better explanation of
the reasons for and implications of the
“Unavailable” status. Offer more information in
the profile on what was last known about the
family member.
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14. Adding a Location
ISSUE
When adding a location, there is no clear option for
the user to manually enter an address. Also, there is
no feedback when the user clicks Add Location
other than a change in the button’s label.
DETAILS
After users click Add Location, there is no indication
as to what they should do next (i.e., click a location
on the map or use the map’s search feature ). This
caused significant delay and puzzlement.
RECOMMENDATIONS
Provide prompts when Add Location is clicked to
make it clear what the user needs to do next. In
particular, make it clearer that the user has the
option to enter an address manually.
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15. Updates: Saved Location Required
ISSUE “ That’s annoying.”
While setting up an Arrival/Departure
Update, the user is informed that they should “ Adding location was unnecessarily
have first set up a location. The user must complicated.”
cancel the setup process (thereby losing the “ I would say the system is starting
setup data they’ve entered so far), set up a
to make me feel dumb.”
location, and redo the update setup.
RECOMMENDATIONS
Notify users before they embark on the setup
that location data is required. Allow users to
type in an address from the Update window.
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16. Update Request Failure
ISSUE “If I can’t schedule an Update just because the
Setting up an update can fail if the family phone is being used, that is a real problem…
member’s phone is in use, off, or out of the
coverage area. After failure, no information is
I’d expect it to push out the update even
saved and all must be re-entered when the user though somebody was talking on the phone.
tries again. …It would be nice if they gave me a section of
things I tried to schedule and couldn’t.”
DETAILS
Users expect to be able to add updates
regardless of the phone status. Users may spend
time setting up (through numerous steps) only to
find that their data will be lost.
RECOMMENDATION
Notify users that phone status may preclude
setup. Add a queue for failed Update requests so
user data is not lost, or reprocess requests
automatically and notify the user when
successful.
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17. Medium Severity Issues
Global in Scope
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18. Help Text is Verbose and Not Centralized
ISSUE
Users are resistant to reading large amounts of
text in order to understand the features of the
application. Furthermore, there are too many
different locations where help is provided.
DETAILS
Help text is spread across the help pages, the
Message Center, and the User Guide. In
general, help and instructional text should be
succinct and centralized.
RECOMMENDATION
Avoid presenting users with text-heavy
descriptions of options. Centralize help text to
one location. Consider using rollover-style
tooltips.
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19. Access to User Guide
ISSUE
Users faced challenges when attempting to
access the User Guide for help with a task.
DETAILS
Users had trouble finding the link to the User
Guide. When one user finally found the link
and attempted to open the guide, an Adobe
Acrobat error message was displayed. Since
the User Guide opened in a new browser
window, the user found it difficult to
alternate between the guide and the
application to follow the step-by-step
instructions for the task.
RECOMMENDATIONS
The User Guide might be more useful if it
were more integrated with the application.
Since the application does not fill up the
browser window, the space on either side
of the application could be used to display
task-specific help.
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20. Saving Changes & Confirmation
ISSUE
Users were unsure of how to proceed after
entering new profile information. In addition, no
feedback is displayed confirming that the entered
information was saved. Finally, the Enter key does
not save data.
DETAILS
Users had no trouble updating profile information,
but did not realize that they needed to click the
Save button at the bottom of the input box to save
their changes.
RECOMMENDATIONS
Provide user feedback after saving. Narrow the
width of the dialog box so that the Save and Cancel
buttons are not so distant from the data-entry fields.
Allow Enter key to activate Save.
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21. Browser Back Button
ISSUE
The browser’s Back button selection automatically
initiates the phone location process.
RECOMMENDATION
Make phone location a process the user must
explicitly initiate. Add programming so that when
the user clicks the Back button, the current state of
the session is preserved.
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22. Medium Severity Issues
Local in Scope
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23. Searching for an Address for a New Location
ISSUE
The user was confused by the presence of
multiple search tools.
DETAILS
When attempting to type in a street address to
create a location for a notification, the user used
the site-wide search tool at the top of the page
instead of the search tool at the top of the map.
The user was able to successfully complete the
task using the correct search tool after receiving
assistance from the facilitator.
RECOMMENDATIONS
Consider a popup box to enter new location
information vs. entry of information via a the
map’s search tool. Change the wording in the
instructions, which prompts the user to use the
search tool “at the top of the page.”
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24. Location Search Results
Are Difficult to Find
ISSUE
It is difficult for users to distinguish between saved
locations and the results of a search request.
DETAILS
The user identified a location using the map’s search
tool and then moved the mouse pointer onto the
map, where it showed a “Click to Place” prompt. The
user did not understand why after entering an
address they had to also select a location on the map.
In addition, users failed to notice the search results
listed in the Location panel.
RECOMMENDATIONS
After search, display search results in a more
prominent location. Disable the “Click to Place”
feature while the search results displayed.
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25. Low Severity Issues
Global in Scope
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26. Unclear Terminology
Avatar
This term might be unfamiliar to some. Users are more likely to understand
terms like “picture,” “image,” or “icon.”
History
The History panel displays only location history and not, for example, message
history. Change to “Location History.”
Message Center
This feature incorporates frequently asked questions and the user guide. Its
name causes confusion as to its purpose – users tend to think it has something
to do with text messaging.
Refining/Unavailable
These terms are unclear.
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27. Low Severity Issues
Local in Scope
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28. Difficulty Finding
Location-Related Information
ISSUE
Users didn’t realize that they could user
can click the avatar to find more location
information such as speed, current
location, etc.
DETAILS
Users were unaware that they could click
on an avatar to find additional information,
such as the family member’s speed and
location.
RECOMMENDATION
Add a conventional “i” symbol on the
avatar which would prompt the user to
click on it for additional information. Also,
display location-related information within
the user profile.
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29. Avatars Are Not Labeled
ISSUE
Users can forget how avatars are assigned, and
some avatars are very similar.
RECOMMENDATION
Label the avatars on the map with either the
names of family members or phone numbers by
default, so that it is easy to distinguish family
members on the map.
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30. Edit Profile: Cannot Enter Full Name
ISSUE
The user cannot enter the full
name of a family member.
DETAILS
Profile names are limited to twelve
characters. Users cannot enter
names exceeding this limit.
RECOMMENDATIONS
Allow more than 12 characters for
the family member’s name or
notify users of limit by displaying a
sample (e.g. greyed text in field or
sample text elsewhere).
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31. Location Circles “ Now I have yellow circles for some
ISSUE reason. I think they are here, but it still
The meaning or significance of the various says Locating, so I am really not sure.”
circles surrounding family-member icons on
the map is unclear. Their relationship to the
Locate process is not obvious.
DETAILS
Users assumed that the yellow circle referred
to the possible location, but there was
uncertainty about its significance. The
distinctions among circles of different colors
and line formats (solid vs. dashed) were not
clear.
RECOMMENDATIONS
Offer some additional cues to explain not only
what the circles represent, but also why they
are (or are not) displayed. If the Locate button
status is linked to the display of the
circle, create visual cues to unite the two.
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32. Contrast Between Avatar and Map
ISSUE
It can be difficult to differentiate some avatars from “ It’s trickier to see… It didn’t jump
the background of the map, especially when the map right out at me initially.”
was set to aerial view (e.g. green frog on green map).
RECOMMENDATIONS
Differentiate the avatar from the busy map background
by adding a halo or drop shadow to separate images.
Possibly make map background lighter.
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33. Speed and Movement / Direction
ISSUE
Users are unsure of the accuracy and timeliness of the “ Taylor is at the same place as a few
speed measurement – for example, does a 0-10 speed minutes ago, so I am not sure she is
mean that family member is moving at all? They going that speed [30-40mph]? …[l
expressed a desire to see the direction in which might
would like to see] a track of where
be traveling.
Taylor has been. Breadcrumbs.”
DETAILS
Users were skeptical about both the accuracy and the
timeliness of the speed data displayed in the location
information. They also expressed a desire to see the
direction in which family members might be traveling.
RECOMMENDATIONS
Provide better feedback about how current the data
may be (even though there is a timestamp next to this
info, users often did not connect them). If possible, also
show the direction of travel.
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34. Add Update Request:
Two-Minute Delay
ISSUE
Add Update can make users wait up to two minutes.
After this delay, the process can still fail.
DETAILS
User have to wait several minutes before being
informed of the status of the update. The user may
wait two minutes only to find that the update was not
successful and their setup data was lost. While the
update is being processed, users are prevented from
performing other tasks. Users expect the process to
run in the background and then notify them of success
or failure upon completion.
RECOMMENDATIONS
If possible, determine whether updates can be
configured before users spend time on setup. Run the
update operation in the background. Allow users to
continue to use the application while waiting.
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35. Conclusions
and Next Steps
35
35

36. Recommendations
• Replace the term “Update.”
• Move Update functions to the Family
Members section.
• Clarify and simplify the procedure for
creating a new location.
• Reduce the reliance on wordy
instructions.
• Consolidate and simplify the help system.
• Label the avatars on the map with family
members’ names.
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37. Conclusions
Overall, users liked the product.
• Many users indicated that they’d be interested in using
Family Locator.
• Participants liked what the system can do and were
sometimes surprised at the depth of functionality.
Users were able to learn the product with assistance.
• If the most severe and moderate usability issues were
addressed, users should be able to set up and use the
application without difficulty.
• With some simple changes to terminology, users should be
able to learn the product without assistance.
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38. Next Steps
Short-term
• Change the term “Update” to “Alert” or “Notification.”
• Enable users to add a new location while they are creating
a new update.
• Add a visible session timer or warn the user when a
session timeout is imminent.
Long-term
• Move “Update” and other functions to the family member
profiles section.
• Consolidate and simplify the help systems.
• Prioritize and address the remaining severe and moderate
issues.
• Conduct another usability study after changes have been
made.
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39. Appendix
List of Usability Issues
Tasks from the Usability Test
SUS Scores
• By wireless carrier
• Graphical representation
Participant Demographic Information
MindBridge Associates Contact Information
39

40. List of Usability Issues
40

41. LIST OF USABILITY ISSUES
Global High, Medium, and Low Severity Issues
Scope Severity Issue Slide #
Global High Signed Out and Not Returned to Login 10
Global High Update Tab 11
Global Medium Access to Help Guide 8
Global Medium Saving Changes & Confirmation 9
Global Medium Browser Back Button 10
Global Low Terminology 12
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42. LIST OF USABILITY ISSUES
Local High and Medium Severity Issues
Scope Severity Issue Slide #
Local High “Unavailable” Status 14
Local High Adding Location 15
Local High Too Much Text to Read for Selecting an Option 16
Local High Updates Tab 17
Local High Updates: Saved Location Required 18
Local High Update Request: Failure 19
Local Medium Location Information Difficult to Find 21
Local Medium Searching for an Address for a New Location 22
Local Medium Location Search Results Unclear 23
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43. LIST OF USABILITY ISSUES
Local Low Severity Issues
Scope Severity Issue Slide #
Local Low Difficulty in Finding Location Related Information 25
Local Low Identical Default Avatars 26
Local Low Edit Profile Choosing Ariel or Road View 27
Local Low Profile Name: Cannot Enter Full Name 28
Local Low Location Circles 29
Local Low Avatar Background Differentiation 30
Local Low Speed and Movement/Direction 31
Local Low Update Request: Two Minute Delay 32
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44. LIST OF USABILITY ISSUES
Local Low Severity Issues (continued)
Scope Severity Issue Slide #
Local Medium “Unavailable” Status 21
Local High Adding Location 15
Local High Too Much Text to Read for Selecting an Option 16
Local High Updates 17
Local High Updates: Saved Location Required 18
Local High Update Request: Failure 19
44

45. APPENDIX
Tasks Presented to Study Participants
Participants were asked to suppose they had two Completed, Completed, Unable to
children: Taylor (12 years old) and Sam (18 years old). Without But With Complete
Assistance Assistance
1 Change the name of the “781-879-3290” listing to match
your name. Change the picture associated with the phone 10 of 10 0 of 10 0 of 10
and add your email address.
2 Change the name associated with Taylor’s phone (“781-
879-3291”) to “Taylor”; change the picture as well. Do the 10 of 10 0 of 10 0 of 10
same for Sam’s phone (“781-879-3292”).
3 Use Family Locator to find out where Taylor and Sam are
right now. 8 of 10 2 of 10 0 of 10
4 You know that Sam is right now driving home from a
friend’s house. Use Family Locator to find out how fast he’s 6 of 10 4 of 10 1 of 10
driving.
5 Taylor is taking a special drawing class at 3pm every
weekday. To get to the class, Taylor walks by herself from
the school to the arts center. You want Family Locator to 6 of 10 4 of 10 1 of 10
notify you of Taylor’s location via text message at 3pm
every weekday through the end of the year.
6 Taylor’s soccer team is at an away game. You want to be at
her school to pick her up when the team returns, but you
don’t know how long the game will last. You want Family
Locator to notify you by text message when Taylor is within 10 of 10 0 of 10 0 of 10
1 mile of the school. The school is at 8 Forest Street,
Waltham, MA 02452.
45

46. 46

47. APPENDIX
SUS Results: Bar Chart
Average Scores
47

48. APPENDIX
Demographics
AT&T Both iPhone No
Virgin Mobile Mac Android No
Sprint PC Android No
T-Mobile PC Android No
Verizon PC Android No
AT&T Mac Sanyo No
AT&T PC Motorola No
Verizon Mac Feature phone Yes
AT&T PC Don't know Yes
Verizon Mac iPhone Yes
48