Ux 101, usability testing

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Observing users interact with your product is hands down the best way to learn what is and what is not working and why. This workshop will teach you how to plan, facilitate, and analyze your own …

Observing users interact with your product is hands down the best way to learn what is and what is not working and why. This workshop will teach you how to plan, facilitate, and analyze your own usability tests. We will cover the steps of planning, recruiting, writing tasks, facilitating, analyzing, and reporting the findings. We will discuss the steps then split into groups and put the learning into practice with a quick exercise.

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  • 1. UX 101 Usability Testing Cori Jones
  • 2. WELCOME
  • 3. UX 101 ABOUT ME
  • 4. UX 101 AGENDA Overview of usability testing Planning Recruiting Writing activities Facilitation Analyzing results Sharing findings
  • 6. UX 101 WHAT IS USABILITY TESTING Is Working Is Not Working
  • 7. UX 101 WHAT IS USABILITY TESTING User Design Facilitator
  • 8. UX 101
  • 9. UX 101 BASICS OF USABILITY TESTING (IDI) Decide what to test Define who the audience is Recruit 4-6 participants Write 3-5 realistic activities for the participants to complete Find a location and set a date Invite observers Conduct the test sessions Gather, compare notes and discuss
  • 10. UX 101 BENEFITS TO DESIGNERS Better understanding of the users perspective (Mental Model) Uncover unknown or unexpected issues Fix problems early in the process when they are easy to fix Test assumptions Highlight unnecessary features Provide objectivity help and solve opinion battles Set baselines and measure improvement Get stakeholder buy-in
  • 11. UX 101 BUSINESS BENEFITS Fix problems early in the process when they are cheaper to fix Improve customer satisfaction and retention Increase conversion rates Reduce maintenance, training and support costs Reduce project risk Set baselines and measure improvement Video: The ROI of User Experience with Dr. Susan Weinschenk
  • 12. PLANNING
  • 13. UX 101 MAKE A TESTING PLAN Briefly describe the project Outline the objectives of the test Pick a location and date for the test Outline what is being tested (version or section) Profile your desired test subjects (Screener for recruiting) Write activities and the goal of each Define what metrics will be measured (times, success rates)
  • 14. UX 101 ADDRESS LOGISTICS Decide if (or when) the facilitator will be allowed to help users Time limits on activities, follow up questions List of needed materials (NDA’s, questionnaires, pens & paper, water, incentives, etc.) State of system at start of each session (Cookies and history erased, start page (or place) for each user) What to do between tests
  • 16. UX 101 RECRUITING PARTICIPANTS Get participants who closely match your target users Create a table with key requirements Write the Screener (script for recruiting) Cost per user: Pay a vendor to recruit for you: $100 - $250 + incentive ($5-$100) Benefit = High quality participants Recruit yourself (Customers, Craigslist, KSL, friends, family, coworkers): Your time + incentive Benefit = Inexpensive
  • 18. UX 101 CHOOSING ACTIVITIES What are the top user tasks? What are your priorities? What new features have never been tested? Competitive features? What areas do you think may be difficult? What should users be able to do?
  • 19. UX 101 TYPE OF ACTIVITIES First impression questions Good for learning about the image of the site (home pages) Exploratory task Open-ended/ research oriented Use the website and see if you would invest in this company Find a cellular phone plan for yourself Directed Tasks Specific/ answer oriented Find the contact information for the PR department How fast can a cheetah run?
  • 20. UX 101 ACTIVITY-WRITING GUIDELINES Consider the goal of the activity Make it realistic Avoid humorous tasks Give minimal context, not overly scenario-based Keep it neutral and unbiased Use language people understand Lease out clues or hints Avoid using wording used in the design Avoid having micro-steps Involve team in writing and/or reviewing activities
  • 21. UX 101 SESSION LOGISTICS Prioritize activities Is the priority to get through many activities, or hit a select few deeply? Consider the total session length Allow 15-25 minutes for introductions and debrief Allow 10-20 minutes per activity (depends on the difficulty of the activity) Make the first task easy Put essential activities early on Prepare additional activities in case of extra time
  • 22. UX 101 EXERCISE: ACTIVITY CRITIQUE 1. Sign up for “email exclusives” on target.com Goal: See if they can join the email list Go to spotify.com, sign up, create a new playlist, then add Ben Kweller’s album: Go Fly a Kite to that playlist Goal: See if people can create a playlist Your mother’s birthday is next week. Send her a bouquet of flowers. Goal: See how people browse the product offerings on your floral site Add new events to the calendar feature on your phone Goal: Study adding events You are organizing a team of runners for an upcoming relay race. The team wants matching shirts for the event. The shirts need to be green, have a white logo on the front, and yellow racing stripes on the back. Go to www.customink.com and order 20 of these shirts. Goal: See if users can customize a design
  • 23. UX 101 EXERCISE: ACTIVITY WRITING Choose an electronic device that you have with you today Write 3 activities that can be done using the device Write the activity and the goal for each one ANDRES GLUSMAN & ANNA DEYOUNG @ Meetup
  • 25. UX 101
  • 26. UX 101
  • 27. UX 101 WHILE FACILITATING Give participants one activity at a time Monitor Activities Session time User comfort System Observers Observe Take notes Consider whether to interrupt or ask questions
  • 28. UX 101 EXAMPLE TEST SESSION The facilitator welcomes the participant and explains what the test is about. They then ask any pre-test or demographic questions. The facilitator explains thinking aloud and asks if the participant has any additional questions. The facilitator explains where to start. The participant reads the first activity aloud and begins completing the activity, vocalizing their thoughts as they go. The observers take notes of the participant’s behaviors, comments, errors and completion (success or failure) on each activity. The session continues until all task scenarios are completed or time allotted has elapsed. The facilitator either asks the end-of session subjective questions or sends them to an online survey, thanks the participant, gives the participant the agreed-on incentive, and escorts them from the testing environment. The facilitator them resets the materials and equipment, speaks briefly with the observers and waits for the next participant to arrive.
  • 29. UX 101 INTERACTING WITH THE PARTICIPANT Give subtle acknowledgements Uh-huh, OK, nodding Refrain from being interruptive or chatty Stay neutral Don’t ask leading questions Avoid prompting Avoid explaining of defending interface (don’t test your own stuff) Avoid answering questions or helping out too early Get clarification Echoing technique Trailing-off technique
  • 31. UX 101 EXERCISE: FACILITATION Break into groups Choose roles One facilitator One participant The rest will be observers Use the activities you wrote Prepare to do a full usability session When groups are ready, participants move to another group Run the session Everyone should do their part (role) Observers: note findings as well as the facilitation techniques
  • 33. UX 101 ANALYZE THE RESULTS Lean approach Focus on frequency and team involvement over precision and depth Same day meeting with all who participated Discuss and agree on “obvious” usability issues Side effect: User empathy throughout entire team and process Traditional approach Focus on being thorough and precise Reference the tests goals Gather all notes and do affinity diagramming
  • 34. UX 101
  • 35. UX 101 GUIDE TO AFFINITY DIAGRAMMING Low-tech method, flexible, easy to learn Everyone in the room participates One facilitator Identify all issues during test sessions Group issues into categories Vote on most severe issues Goal: To have all issues sorted in categories and assigned a priority rating
  • 36. UX 101 AFFINITY DIAGRAMMING STEPS Write issues from tests on post-it notes and place on the wall one issue per note (good or bad) Use a different color post-it for each user Find two issues that go together, give category name and post elsewhere in room Continue grouping and naming categories until all post-it notes are placed No talking when doing initial groupings Give time limit Walk around room gallery style and review/refine categories Discuss categories once you are refining them Vote on severity on top issues Give each attendee 2-3 votes to determine high priority issues
  • 37. SHARING
  • 38. UX 101 SHARE THE FINDINGS Lean approach Frequency and team involvement are key Make and share video of sessions Gather and share session notes Keep a good thing going leverage enthusiasm to help make usability testing a regular activity Traditional approach (make a report) Helpful if the team can’t or won’t participate Positions you as the usability expert and defender of the user needs The report must make findings understandable and actionable Be a historical document Include screenshots Be objective (don’t get caught up in “selling” your recommendations)
  • 39. UX 101 WHAT SHOULD BE IN YOUR REPORT Look for both positive and negative findings Describe what happened Explain WHY, not just what Distinguish between fact and interpretations Include simple quantitative data Success (pass/fail) rates Activity time Possibly means 5 users is not a statistical sampling User quotes or embedded videos
  • 40. WRAP UP
  • 41. UX 101 MAKE IT HAPPEN Anyone can run a usability test with the right preparation and attitude There is lots of advice available online Learn from mistakes and evolve your methods Any amount of testing is better than not testing at all Ask people who have done it before to help you out Team up & test each other
  • 42. THANKS! Questions? corijones@gmail.com
  • 43. UX 101 OTHER COMMON METHODS Eye-tracking Card sorting Paper prototyping Remote testing Co-Discovery (groups of 2 or more) Field studies or site visits Customer round tables Competitive studies Surveys or questionnaires Expert reviews, heuristic evaluations, guideline inspection Focus groups