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首页> 外文会议>International Conference on Applied Human Factors and Ergonomics >Effectiveness and User Satisfaction from a Usability Evaluation of a Veterans Benefits Letter
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Effectiveness and User Satisfaction from a Usability Evaluation of a Veterans Benefits Letter

机译：从退伍军人福利信的可用性评估中的有效性和用户满意度

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The Department of Veterans Affairs (VA) responds to a Veteran's request for benefits with an individual letter. Veterans have expressed concern that the letter is confusing, and agency officials believe that a clearer response letter may reduce the number of appeals they receive. We employed usability techniques such as heuristic evaluation and usability testing to create and evaluate alternate letter formats. This evaluation compared the original format to three different proposed formats for comprehension and user satisfaction. Measures of effectiveness revealed no statistically significant differences between the letter formats. However, measures of user satisfaction showed that Veterans greatly preferred two of the new redesigns. Mapping Veterans' comments to usability heuristics provided insight into the letter redesign process.
机译：退伍军人事务部（VA）响应退伍军人的福利请求与个人信件。退伍军人表示关切的是，这封信令人困惑，代理官员认为，更清晰的回复信可以减少他们收到的上诉人数。我们采用了可用性技术，例如启发式评估和可用性测试，以创建和评估备用字母格式。此评估将原始格式与三种不同的拟议格式进行了比较，以便理解和用户满意度。有效措施揭示了字母格式之间没有统计上显着的差异。然而，用户满意度的措施表明，退伍军人大大喜欢两个新重新设计。映射退伍军人对可用性启发式的评论提供了洞察信函重新设计过程。

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