This paper describes IBM’s methodology for evaluating the user friendliness of software. It explains the purpose and overview of the evaluation, describes the location and layout of the evaluation facilities, and discusses the composition of the evaluation team. The paper ends with a summary followed by references and appendices. The appendices contain scenarios of evaluations, subject characteristics, and sample questionnaires.

IBM’s recommended methodology requires a “usability lab,” which consists of two rooms divided by a one-way mirror. One room, where the subject sits, is a studio that contains video cameras and audio equipment. The other room, where the observers sit, is a control room with video and audio monitors. The subject sits in the studio alone and tries to use the software package while the observers watch through the mirror and make notes.

Although this methodology is very effective, it is obviously only applicable to companies that have the money and resources to develop and maintain these facilities. While the paper does make some interesting points, it has little relevance for most readers.