Steve Krug Plain Talk in Complex Times Sept. 23, 2011 Explain to me again  why you AREN'T doing usability testing?
Show of hands? <ul><li>Who’s been confused by something they’ve read related to healthcare that they  needed  to learn fro...
Who is this guy, anyway? <ul><li>Steve Krug  ( steev kroog ) (noun) 1. Son, husband, father  2. Resident of Brookline, MA ...
Another show of hands <ul><li>Have read  Don’t Make Me Think ? </li></ul><ul><li>Exceeded my expectations </li></ul>© 2001...
Ten years ago <ul><li>I was trying to figure out what advice to give </li></ul>© 2001 Steve Krug
© 2001 Steve Krug © 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
“ My ideal home page,” as told by… © 2001 Steve Krug
“ My ideal home page,” as told by… © 2001 Steve Krug
Your “religious debates” may vary <ul><li>More about content, perhaps </li></ul><ul><li>Prominence issues (Home page wars)...
My solution? Usability testing <ul><li>Best thing I know of for quieting arguments </li></ul><ul><ul><li>Based on watching...
© 2001 Steve Krug
What is a usability test? <ul><li>Watching people try to use what you create while thinking out loud </li></ul><ul><li>NOT...
My intent for today <ul><li>Convince you that you should be testing, or testing more </li></ul><ul><li>Show you how easy i...
The plan <ul><li>A live demo test </li></ul><ul><ul><li>So you can see how simple it should be </li></ul></ul><ul><li>The ...
I believe anyone can do it <ul><li>...if they keep it simple enough </li></ul>© 2001 Steve Krug
Most sites don’t get tested <ul><li>$$$ </li></ul><ul><li>Time </li></ul><ul><li>Even if there was enough money, there are...
Traditional usability testing <ul><li>Lab </li></ul><ul><li>Experienced professional </li></ul><ul><li>8 users, minimum </...
Do-it-yourself usability testing <ul><li>Three users per round </li></ul><ul><ul><li>Three should be plenty </li></ul></ul...
Do-it-yourself usability testing <ul><li>Record with Camtasia or Morae (Techsmith.com) or CamStudio </li></ul><ul><li>No s...
First, a demo test © 2001 Steve Krug
We need a volunteer <ul><li>Qualifying criteria: </li></ul><ul><ul><li>Have used a Web browser </li></ul></ul><ul><ul><li>...
RSME: The twenty minute version <ul><li>Six maxims </li></ul>© 2001 Steve Krug
Show of hands? <ul><li>Does your organization or department do usability testing? </li></ul><ul><li>How often and when? </...
© 2001 Steve Krug A morning a month, that’s all we ask.
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug Start earlier than you think makes sense.
Incorrect thinking © 2001 Steve Krug
Correct thinking © 2001 Steve Krug
© 2001 Steve Krug Recruit loosely and grade on a curve.
© 2001 Steve Krug Naturally, we need to test people who are just like our target audience. …  people who are a lot like ou...
© 2001 Steve Krug
© 2001 Steve Krug Make it a spectator sport.
© 2001 Steve Krug
© 2001 Steve Krug Focus ruthlessly on a small number of  the most important problems.
One problem: testing works too well <ul><li>If you’ve done any testing, you know uncovers lots of problems quickly </li></...
© 2001 Steve Krug Problems you can find with just a few test participants Problems you have the resources to fix
© 2001 Steve Krug
© 2001 Steve Krug When fixing problems, always do the  least you can do™.
Your motto should be… <ul><li>What’s the smallest change we can make that we think might solve the observed problem? </li>...
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
Resources aplenty © 2001 Steve Krug
There’s a complete demo online <ul><li>www.sensible.com </li></ul><ul><li>Or Google “Steve Krug” on YouTube </li></ul>© 20...
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
… and all the documents in the book <ul><li>Test script </li></ul><ul><li>Checklists </li></ul><ul><li>Handouts </li></ul>...
Run, do not walk, to Amazon.com © 2001 Steve Krug
And the companion volume… © 2001 Steve Krug
Later, that same day <ul><li>Nicole Burton at 2:15 pm </li></ul><ul><li>First Fridays program at the GSA </li></ul>© 2001 ...
© 2001 Steve Krug
Thanks for all the fish <ul><li>Send any questions, feedback, gripes to </li></ul><ul><ul><li>[email_address] </li></ul></...
Questions, anyone? © 2001 Steve Krug
© 2011 Steve Krug
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Steve Krug - Explain to Me Again Why You AREN'T Doing Usability Testing

  1. 1. Steve Krug Plain Talk in Complex Times Sept. 23, 2011 Explain to me again why you AREN'T doing usability testing?
  2. 2. Show of hands? <ul><li>Who’s been confused by something they’ve read related to healthcare that they needed to learn from? </li></ul><ul><ul><li>Web site or print </li></ul></ul><ul><ul><li>Instructions for procedure prep </li></ul></ul><ul><ul><li>Medication </li></ul></ul><ul><ul><li>Hospital signage, etc. etc. </li></ul></ul><ul><li>More than once? </li></ul><ul><li>Was it your fault? </li></ul>© 2001 Steve Krug
  3. 3. Who is this guy, anyway? <ul><li>Steve Krug ( steev kroog ) (noun) 1. Son, husband, father 2. Resident of Brookline, MA 3. Usability consultant </li></ul>© 2001 Steve Krug <ul><li>Advanced Common Sense </li></ul><ul><ul><li>Me and a few well-placed mirrors </li></ul></ul><ul><ul><li>Corporate motto: “It’s not rocket surgery™” </li></ul></ul><ul><li>Nice clients </li></ul><ul><ul><li>Lexus.com </li></ul></ul><ul><ul><li>Bloomberg.com </li></ul></ul><ul><ul><li>Technology Review </li></ul></ul>
  4. 4. Another show of hands <ul><li>Have read Don’t Make Me Think ? </li></ul><ul><li>Exceeded my expectations </li></ul>© 2001 Steve Krug
  5. 5. Ten years ago <ul><li>I was trying to figure out what advice to give </li></ul>© 2001 Steve Krug
  6. 6. © 2001 Steve Krug © 2001 Steve Krug
  7. 7. © 2001 Steve Krug
  8. 8. © 2001 Steve Krug
  9. 9. © 2001 Steve Krug
  10. 10. © 2001 Steve Krug
  11. 11. © 2001 Steve Krug
  12. 12. © 2001 Steve Krug
  13. 13. © 2001 Steve Krug
  14. 14. © 2001 Steve Krug
  15. 15. © 2001 Steve Krug
  16. 16. © 2001 Steve Krug
  17. 17. “ My ideal home page,” as told by… © 2001 Steve Krug
  18. 18. “ My ideal home page,” as told by… © 2001 Steve Krug
  19. 19. Your “religious debates” may vary <ul><li>More about content, perhaps </li></ul><ul><li>Prominence issues (Home page wars) </li></ul><ul><li>But I’m sure you still have them </li></ul><ul><li>And you don’t really know (usually) if your “stuff” works </li></ul>© 2001 Steve Krug
  20. 20. My solution? Usability testing <ul><li>Best thing I know of for quieting arguments </li></ul><ul><ul><li>Based on watching users, not personal biases </li></ul></ul><ul><ul><li>Shared experience </li></ul></ul><ul><ul><li>Aha moment: Our users are not like us </li></ul></ul><ul><ul><li>You’re too close to realize how little they know </li></ul></ul><ul><ul><li>See it through their eyes </li></ul></ul><ul><li>It just works </li></ul>© 2001 Steve Krug
  21. 21. © 2001 Steve Krug
  22. 22. What is a usability test? <ul><li>Watching people try to use what you create while thinking out loud </li></ul><ul><li>NOT a focus group </li></ul><ul><ul><li>Focus groups are about opinions </li></ul></ul><ul><ul><li>Usability tests are about watching use </li></ul></ul>© 2001 Steve Krug
  23. 23. My intent for today <ul><li>Convince you that you should be testing, or testing more </li></ul><ul><li>Show you how easy it can/should be </li></ul>© 2001 Steve Krug
  24. 24. The plan <ul><li>A live demo test </li></ul><ul><ul><li>So you can see how simple it should be </li></ul></ul><ul><li>The whole book in 20 minutes </li></ul><ul><ul><li>Only a two-hour read </li></ul></ul><ul><li>Questions </li></ul>© 2001 Steve Krug
  25. 25. I believe anyone can do it <ul><li>...if they keep it simple enough </li></ul>© 2001 Steve Krug
  26. 26. Most sites don’t get tested <ul><li>$$$ </li></ul><ul><li>Time </li></ul><ul><li>Even if there was enough money, there aren’t enough professionals </li></ul>© 2001 Steve Krug
  27. 27. Traditional usability testing <ul><li>Lab </li></ul><ul><li>Experienced professional </li></ul><ul><li>8 users, minimum </li></ul><ul><li>Big honkin’ report </li></ul><ul><li>Weeks of work, usually by an outsider </li></ul><ul><li>$5k - $10k </li></ul><ul><li>Happens rarely </li></ul>© 2001 Steve Krug
  28. 28. Do-it-yourself usability testing <ul><li>Three users per round </li></ul><ul><ul><li>Three should be plenty </li></ul></ul><ul><ul><li>You’ll be doing it again next month </li></ul></ul><ul><ul><li>You’ll find more problems than you can fix </li></ul></ul><ul><li>No lab or mirrors </li></ul><ul><ul><li>Set up a monitor in another room so the development team can watch </li></ul></ul><ul><li>No elaborate recruiting </li></ul><ul><ul><li>“ Recruit loosely and grade on a curve” </li></ul></ul>© 2001 Steve Krug
  29. 29. Do-it-yourself usability testing <ul><li>Record with Camtasia or Morae (Techsmith.com) or CamStudio </li></ul><ul><li>No stats, no exit questions, no faux validity </li></ul><ul><li>No big report </li></ul><ul><ul><li>Debrief over lunch </li></ul></ul>© 2001 Steve Krug
  30. 30. First, a demo test © 2001 Steve Krug
  31. 31. We need a volunteer <ul><li>Qualifying criteria: </li></ul><ul><ul><li>Have used a Web browser </li></ul></ul><ul><ul><li>English-speaking adult </li></ul></ul><ul><ul><li>Doesn’t work for Cook Children’s </li></ul></ul><ul><ul><li>Not a low-talker </li></ul></ul><ul><ul><li>It’s painless! </li></ul></ul><ul><ul><ul><li>You’ll get a big round of applause when we’re done </li></ul></ul></ul>© 2001 Steve Krug
  32. 32. RSME: The twenty minute version <ul><li>Six maxims </li></ul>© 2001 Steve Krug
  33. 33. Show of hands? <ul><li>Does your organization or department do usability testing? </li></ul><ul><li>How often and when? </li></ul><ul><ul><li>Never? </li></ul></ul><ul><ul><li>Right before (or right after) product ships? </li></ul></ul><ul><ul><li>Routine (several times during development)? </li></ul></ul>© 2001 Steve Krug
  34. 34. © 2001 Steve Krug A morning a month, that’s all we ask.
  35. 35. © 2001 Steve Krug
  36. 36. © 2001 Steve Krug
  37. 37. © 2001 Steve Krug Start earlier than you think makes sense.
  38. 38. Incorrect thinking © 2001 Steve Krug
  39. 39. Correct thinking © 2001 Steve Krug
  40. 40. © 2001 Steve Krug Recruit loosely and grade on a curve.
  41. 41. © 2001 Steve Krug Naturally, we need to test people who are just like our target audience. … people who are a lot like our users. … people who actually use our site. Representative users! Real users!
  42. 42. © 2001 Steve Krug
  43. 43. © 2001 Steve Krug Make it a spectator sport.
  44. 44. © 2001 Steve Krug
  45. 45. © 2001 Steve Krug Focus ruthlessly on a small number of the most important problems.
  46. 46. One problem: testing works too well <ul><li>If you’ve done any testing, you know uncovers lots of problems quickly </li></ul><ul><li>But I finally realized this is part of the problem: </li></ul><ul><li>It takes far less resources to find problems than to fix them </li></ul><ul><li>You can find more in a day than you can fix in a month </li></ul>© 2001 Steve Krug
  47. 47. © 2001 Steve Krug Problems you can find with just a few test participants Problems you have the resources to fix
  48. 48. © 2001 Steve Krug
  49. 49. © 2001 Steve Krug When fixing problems, always do the least you can do™.
  50. 50. Your motto should be… <ul><li>What’s the smallest change we can make that we think might solve the observed problem? </li></ul><ul><li>Tweak, don’t redesign </li></ul><ul><li>Often the best solution is removing something, not adding something </li></ul>© 2001 Steve Krug
  51. 51. © 2001 Steve Krug
  52. 52. © 2001 Steve Krug
  53. 53. © 2001 Steve Krug
  54. 54. © 2001 Steve Krug
  55. 55. Resources aplenty © 2001 Steve Krug
  56. 56. There’s a complete demo online <ul><li>www.sensible.com </li></ul><ul><li>Or Google “Steve Krug” on YouTube </li></ul>© 2001 Steve Krug
  57. 57. © 2001 Steve Krug
  58. 58. © 2001 Steve Krug
  59. 59. © 2001 Steve Krug
  60. 60. © 2001 Steve Krug
  61. 61. © 2001 Steve Krug
  62. 62. … and all the documents in the book <ul><li>Test script </li></ul><ul><li>Checklists </li></ul><ul><li>Handouts </li></ul><ul><li>www.sensible.com </li></ul><ul><ul><li>Got to the Rocket Surgery book page </li></ul></ul><ul><ul><li>Turn left at “Downloads” </li></ul></ul>© 2001 Steve Krug
  63. 63. Run, do not walk, to Amazon.com © 2001 Steve Krug
  64. 64. And the companion volume… © 2001 Steve Krug
  65. 65. Later, that same day <ul><li>Nicole Burton at 2:15 pm </li></ul><ul><li>First Fridays program at the GSA </li></ul>© 2001 Steve Krug
  66. 66. © 2001 Steve Krug
  67. 67. Thanks for all the fish <ul><li>Send any questions, feedback, gripes to </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>@skrug on the Twitter </li></ul></ul><ul><li>And come visit </li></ul><ul><ul><li>www.sensible.com </li></ul></ul>© 2001 Steve Krug
  68. 68. Questions, anyone? © 2001 Steve Krug
  69. 69. © 2011 Steve Krug
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