USING THE USABILITY LABORATORY - BTS EXPERIENCES

British Telecommunications PLC (BT) is a global tecommunications compa ny providing a wide range of products and services, supported by a lar ge research and development organization which includes a Human Factor s Unit (HFU). Part of the HFU's work is to ensure that BT's current an d future products and services are useful and usable. A team within th e HFU has recently carried out a reassessment of the processes, tools and techniques required for effective and efficient usability evaluati ons. The existing facilities, reasons for change and benefits to the c ompany are described in the context of a usability evaluation framewor k.