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.

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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  • 1. The benefits of “Do ItYourself” Usability Testing By Jonathan Rubin First Fridays Program Manager General Services Administration
  • 2. Let me tell you a story 2
  • 3. Hanging chads 3
  • 4. inspections 4
  • 5. butteflu 5
  • 6. Why did problems occur?They didn’t listen to customer’swants, needs and expectations.TAKEWAY MESSAGE: Testingwith customers gets youvaluable feedback (duh)!
  • 7. In this hour…1. What is usability2. Why you need usability3. Idea: Do your own testing! 7
  • 8. 1. What is usability?
  • 9. Usability =How people interact with aproduct, system or service,and how they expect it towork.
  • 10. Usability ≠ Quality Control 10
  • 11. Good products are usable 11
  • 12. What is it? How do you use it? 12
  • 13. What is it? How do you use it? 13
  • 14. Don’t feel stupid! 14
  • 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. • Education• Demonstration Tests• Awareness
  • 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. Free @ Howto.gov/firstfridays• Usability Testing Scripts• Email Templates• Best Practices• Final Report Examples• Project Management• Before and After Screenshots• Videos• Etc.
  • 19. 2. Why you need usability
  • 20. Top 5 Government Usability Problems• Too many words
  • 21. Top 5 Government Usability Problems• Too many words• Gov speak / jargon
  • 22. Top 5 Government Usability Problems• Too many words• Gov speak / jargon• Top tasks hard to find
  • 23. Top 5 Government Usability Problems• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation
  • 24. Top 5 Government Usability Problems• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation• Ineffective search results
  • 25. Example 2: GSA Intranet
  • 26. ?
  • 27. Before After 27 9/11/2012
  • 28. Usability’s Return on Investment (ROI)• Reduced developer time
  • 29. Usability’s Return on Investment (ROI)• Reduced developer time• Reduced training time
  • 30. Usability’s Return on Investment (ROI)• Reduced developer time• Reduced training time• Reduced help desk calls / emails
  • 31. Usability’s Return on Investment (ROI)• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate
  • 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. Know your users,for you are not them - Usability Yoda
  • 34. 3. Idea: Do your own testing!
  • 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. Needed for “discount” usability testing • Executive champion!
  • 37. Needed for “discount” usability testing • Executive champion! • One morning a month Needed for UT
  • 38. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms
  • 39. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops
  • 40. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software ($1000/yr)
  • 41. Needed for “discount” usability testing • Executive champion! • One morning a month • 1-2 rooms • Laptops • Screen sharing software ($1000/yr) • Volunteers
  • 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. 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. 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. How many people do I need? 48
  • 46. Spending on usabilityWhen usability is present, 10% ofdevelopment budget spent onusability- Usability Return on Investment (2008, NielsenNorman Group Report) 49
  • 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. 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. Types of First Fridays Tests• 1. Formal, talk-aloud tests
  • 50. Stakeholder MeetingFollow-up Develop Meeting Scenarios Formal Testing Process Recruit Write Participants Report + Observers Conduct Test
  • 51. It takes two (rooms) to testObservation Room Testing Room
  • 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. Absolute Minimum T = Tester, Usability Staffing F = Facilitator T F Testing Room
  • 54. Minimum First O = Observer F = FacilitatorFridays Staffing M = Room Manager O O O T F O O M Observation Room Testing Room
  • 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. Types of First Fridays Tests1. Formal, talk-aloud tests2. Hallway Tests
  • 57. 2. Hallway Test
  • 58. Types of First Fridays Tests1. Formal, talk-aloud tests2. Hallway Tests3. Navigation Improvement / Card sort
  • 59. 3. Navigation Improvement
  • 60. Types of First Fridays Tests1. Formal, talk-aloud tests2. Hallway Tests3. Navigation Improvement / Card sort4. Quick Win Evaluation (Heuristics Analysis)
  • 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. Teach ‘em to fish Teach em to fish
  • 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. Free usability resources! Howto.gov/firstfridays
  • 65. More info on First Fridays • Observe a test
  • 66. More info on First Fridays • Observe a test • Recommend a website
  • 67. More info on First Fridays • Observe a test • Recommend a website • Volunteer as a tester (remote or in person)
  • 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. Once a month
  • 70. Thanks!Jonathan.rubin@gsa.gov firstfridays@gsa.gov Howto.gov/firstfridays