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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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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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  • 1. Steve Krug Plain Talk in Complex Times Sept. 23, 2011 Explain to me again why you AREN'T doing usability testing?
  • 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. 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. 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. Ten years ago <ul><li>I was trying to figure out what advice to give </li></ul>© 2001 Steve Krug
  • 6. © 2001 Steve Krug © 2001 Steve Krug
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  • 16. © 2001 Steve Krug
  • 17. “ My ideal home page,” as told by… © 2001 Steve Krug
  • 18. “ My ideal home page,” as told by… © 2001 Steve Krug
  • 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. 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. © 2001 Steve Krug
  • 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. 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. 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. I believe anyone can do it <ul><li>...if they keep it simple enough </li></ul>© 2001 Steve Krug
  • 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. 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. 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. 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. First, a demo test © 2001 Steve Krug
  • 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. RSME: The twenty minute version <ul><li>Six maxims </li></ul>© 2001 Steve Krug
  • 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. © 2001 Steve Krug A morning a month, that’s all we ask.
  • 35. © 2001 Steve Krug
  • 36. © 2001 Steve Krug
  • 37. © 2001 Steve Krug Start earlier than you think makes sense.
  • 38. Incorrect thinking © 2001 Steve Krug
  • 39. Correct thinking © 2001 Steve Krug
  • 40. © 2001 Steve Krug Recruit loosely and grade on a curve.
  • 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. © 2001 Steve Krug
  • 43. © 2001 Steve Krug Make it a spectator sport.
  • 44. © 2001 Steve Krug
  • 45. © 2001 Steve Krug Focus ruthlessly on a small number of the most important problems.
  • 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. © 2001 Steve Krug Problems you can find with just a few test participants Problems you have the resources to fix
  • 48. © 2001 Steve Krug
  • 49. © 2001 Steve Krug When fixing problems, always do the least you can do™.
  • 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. © 2001 Steve Krug
  • 52. © 2001 Steve Krug
  • 53. © 2001 Steve Krug
  • 54. © 2001 Steve Krug
  • 55. Resources aplenty © 2001 Steve Krug
  • 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. © 2001 Steve Krug
  • 58. © 2001 Steve Krug
  • 59. © 2001 Steve Krug
  • 60. © 2001 Steve Krug
  • 61. © 2001 Steve Krug
  • 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. Run, do not walk, to Amazon.com © 2001 Steve Krug
  • 64. And the companion volume… © 2001 Steve Krug
  • 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. © 2001 Steve Krug
  • 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. Questions, anyone? © 2001 Steve Krug
  • 69. © 2011 Steve Krug

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