Steve Krug - Explain to Me Again Why You AREN'T Doing Usability Testing
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Steve Krug - Explain to Me Again Why You AREN'T Doing Usability Testing

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Steve Krug - Explain to Me Again Why You AREN'T Doing Usability Testing Steve Krug - Explain to Me Again Why You AREN'T Doing Usability Testing Presentation Transcript

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