Jonathan Rubin - The benefits of do it yourself usability testing

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Presented by Jonathan Rubin, MS, on September 7, 2012 at the third annual Center for Health Literacy Conference: Plain Talk in Complex Times.

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Jonathan Rubin - The benefits of do it yourself usability testing

  1. 1. The benefits of “Do ItYourself” Usability Testing By Jonathan Rubin First Fridays Program Manager General Services Administration
  2. 2. Let me tell you a story 2
  3. 3. Hanging chads 3
  4. 4. inspections 4
  5. 5. butteflu 5
  6. 6. Why did problems occur?They didn’t listen to customer’swants, needs and expectations.TAKEWAY MESSAGE: Testingwith customers gets youvaluable feedback (duh)!
  7. 7. In this hour…1. What is usability2. Why you need usability3. Idea: Do your own testing! 7
  8. 8. 1. What is usability?
  9. 9. Usability =How people interact with aproduct, system or service,and how they expect it towork.
  10. 10. Usability ≠ Quality Control 10
  11. 11. Good products are usable 11
  12. 12. What is it? How do you use it? 12
  13. 13. What is it? How do you use it? 13
  14. 14. Don’t feel stupid! 14
  15. 15. 4 Steps to Working with Users1. Observe users (customers) using your product2. (Re)design with users in mind3. Get a usable product4. Repeat
  16. 16. • Education• Demonstration Tests• Awareness
  17. 17. We’ve helped these folks• DOT • State• Interior • FCC• IRS • USAJobs• U.S. Army • Census• NASA • NSF• Labor • NIH• OMB • And 35• GSA others 17
  18. 18. Free @ Howto.gov/firstfridays• Usability Testing Scripts• Email Templates• Best Practices• Final Report Examples• Project Management• Before and After Screenshots• Videos• Etc.
  19. 19. 2. Why you need usability
  20. 20. Top 5 Government Usability Problems• Too many words
  21. 21. Top 5 Government Usability Problems• Too many words• Gov speak / jargon
  22. 22. Top 5 Government Usability Problems• Too many words• Gov speak / jargon• Top tasks hard to find
  23. 23. Top 5 Government Usability Problems• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation
  24. 24. Top 5 Government Usability Problems• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation• Ineffective search results
  25. 25. Example 2: GSA Intranet
  26. 26. ?
  27. 27. Before After 27 9/11/2012
  28. 28. Usability’s Return on Investment (ROI)• Reduced developer time
  29. 29. Usability’s Return on Investment (ROI)• Reduced developer time• Reduced training time
  30. 30. Usability’s Return on Investment (ROI)• Reduced developer time• Reduced training time• Reduced help desk calls / emails
  31. 31. Usability’s Return on Investment (ROI)• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate
  32. 32. Usability’s Return on Investment (ROI)• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate• PR boost
  33. 33. Know your users,for you are not them - Usability Yoda
  34. 34. 3. Idea: Do your own testing!
  35. 35. Must read: ‘Rocket Surgery Made Easy’ • Commit to monthly product testing • Same time each month • More observers + more testing = more buy-in 38
  36. 36. Needed for “discount” usability testing • Executive champion!
  37. 37. Needed for “discount” usability testing • Executive champion! • One morning a month Needed for UT
  38. 38. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms
  39. 39. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops
  40. 40. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software ($1000/yr)
  41. 41. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software ($1000/yr) • Volunteers
  42. 42. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software ($1000/yr) • Volunteers • Food ($10/person)
  43. 43. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software ($1000/yr) • Volunteers • Food ($10/person) • Incentives ($0- $80)
  44. 44. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software ($1000/yr) • Volunteers • Food ($10/person) • Incentives ($0- $80) • Training (FF)
  45. 45. How many people do I need? 48
  46. 46. Spending on usabilityWhen usability is present, 10% ofdevelopment budget spent onusability- Usability Return on Investment (2008, NielsenNorman Group Report) 49
  47. 47. Staffing options (all are good)1. Usability Contractor ($17,000 per test)2. Dedicated Usability Staff ($60,000+)3. Get training and do it yourself (Free) 50
  48. 48. Matrixed Approach to Staffing • Part-time volunteers! • Borrow from other departments • You are “providing skill building opportunities” • Flexible needs: 1 -20 hours a month 51
  49. 49. Types of First Fridays Tests• 1. Formal, talk-aloud tests
  50. 50. Stakeholder MeetingFollow-up Develop Meeting Scenarios Formal Testing Process Recruit Write Participants Report + Observers Conduct Test
  51. 51. It takes two (rooms) to testObservation Room Testing Room
  52. 52. Formal Testing Schedule• 8:20 – 8:30 Welcome• 8:30 - 9:30 Tester #1• 9:30 – 10:30 Tester #2• 10:30 – 11:30 Tester #3• 11:30 – Noon Lunch• Noon – 1:30 Debrief / Critique 55
  53. 53. Absolute Minimum T = Tester, Usability Staffing F = Facilitator T F Testing Room
  54. 54. Minimum First O = Observer F = FacilitatorFridays Staffing M = Room Manager O O O T F O O M Observation Room Testing Room
  55. 55. Better O = Observer G = Greeter F = Facilitator DG = Data Gatherer Staffing M = Room Manager BU = Back up O O FBUBU TBU F DG O M Observation Room G Testing Room
  56. 56. Types of First Fridays Tests1. Formal, talk-aloud tests2. Hallway Tests
  57. 57. 2. Hallway Test
  58. 58. Types of First Fridays Tests1. Formal, talk-aloud tests2. Hallway Tests3. Navigation Improvement / Card sort
  59. 59. 3. Navigation Improvement
  60. 60. Types of First Fridays Tests1. Formal, talk-aloud tests2. Hallway Tests3. Navigation Improvement / Card sort4. Quick Win Evaluation (Heuristics Analysis)
  61. 61. 4. Quick Win Evaluation (Heuristics)• Not for newbies• Group or single person feedback – Checklist – Task run-through• PRO: Fast! <1 week• CON: No users 64
  62. 62. Teach ‘em to fish Teach em to fish
  63. 63. Review: What you need to fish • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software • Volunteers • Food • Incentives for testers • Training (First Fridays!)
  64. 64. Free usability resources! Howto.gov/firstfridays
  65. 65. More info on First Fridays • Observe a test
  66. 66. More info on First Fridays • Observe a test • Recommend a website
  67. 67. More info on First Fridays • Observe a test • Recommend a website • Volunteer as a tester (remote or in person)
  68. 68. More info on First Fridays • Observe a test • Recommend a website • Volunteer as a tester (remote or in person) • Learn to fish (Facilitator in Training program)
  69. 69. Once a month
  70. 70. Thanks!Jonathan.rubin@gsa.gov firstfridays@gsa.gov Howto.gov/firstfridays

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