Steve Krug City University London 3 October 2011 I’m just a guy with a hammer
Public Service Announcement:   Do not  shake hands  with this guy >
Who is he, anyway? <ul><li>Steve Krug  ( steev kroog ) (noun) 1. Son, husband, father  2. Resident of Brookline, MA 3. Usa...
So, it’s 2011, right? <ul><li>Why usability? </li></ul><ul><li>We’ve learned our lesson </li></ul>© 2001 Steve Krug
Even when I’m just minding my own business © 2001 Steve Krug
Things yell at me © 2001 Steve Krug
Assert their dominance over me © 2001 Steve Krug
And treat me badly when I comply © 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug
If Don Norman was writing it today © 2001 Steve Krug
It wouldn’t be elevators and doors © 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 ?
Show of hands <ul><li>Help me calibrate </li></ul><ul><li>Have read  Don’t Make Me Think ? </li></ul><ul><li>Wondering whe...
Surprise! © 2001 Steve Krug
Let’s go back eleven years <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
My solution? Usability testing <ul><li>Best thing I know of for quieting arguments </li></ul><ul><ul><li>Based on watching...
What is a usability test? <ul><li>Watching people try to use what you create while thinking out loud </li></ul><ul><li>NOT...
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...
And now, a demo test <ul><li>The smallest demo test in recorded history </li></ul>© 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 fifteen minute version <ul><li>Six maxims </li></ul>© 2001 Steve Krug
© 2001 Steve Krug A morning a month, that’s all we ask.
© 2001 Steve Krug
© 2001 Steve Krug
© 2001 Steve Krug When this happens: Say this: You’re not absolutely sure you know what the user is thinking (see below). ...
© 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
Run, do not walk, to Amazon.com © 2001 Steve Krug
And the companion volume… © 2001 Steve Krug
© 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 - Guest Talk, City University London

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Steve Krug - Guest Talk, City University London

  1. 1. Steve Krug City University London 3 October 2011 I’m just a guy with a hammer
  2. 2. Public Service Announcement: Do not shake hands with this guy >
  3. 3. Who is he, 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. So, it’s 2011, right? <ul><li>Why usability? </li></ul><ul><li>We’ve learned our lesson </li></ul>© 2001 Steve Krug
  5. 5. Even when I’m just minding my own business © 2001 Steve Krug
  6. 6. Things yell at me © 2001 Steve Krug
  7. 7. Assert their dominance over me © 2001 Steve Krug
  8. 8. And treat me badly when I comply © 2001 Steve Krug
  9. 9. © 2001 Steve Krug
  10. 10. © 2001 Steve Krug
  11. 11. If Don Norman was writing it today © 2001 Steve Krug
  12. 12. It wouldn’t be elevators and doors © 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. © 2001 Steve Krug
  18. 18. © 2001 Steve Krug
  19. 19. © 2001 Steve Krug
  20. 20. © 2001 Steve Krug ?
  21. 21. Show of hands <ul><li>Help me calibrate </li></ul><ul><li>Have read Don’t Make Me Think ? </li></ul><ul><li>Wondering when I’ll write another book? </li></ul>© 2001 Steve Krug
  22. 22. Surprise! © 2001 Steve Krug
  23. 23. Let’s go back eleven years <ul><li>I was trying to figure out what advice to give </li></ul>© 2001 Steve Krug
  24. 24. © 2001 Steve Krug © 2001 Steve Krug
  25. 25. © 2001 Steve Krug
  26. 26. © 2001 Steve Krug
  27. 27. © 2001 Steve Krug
  28. 28. © 2001 Steve Krug
  29. 29. © 2001 Steve Krug
  30. 30. © 2001 Steve Krug
  31. 31. © 2001 Steve Krug
  32. 32. © 2001 Steve Krug
  33. 33. © 2001 Steve Krug
  34. 34. © 2001 Steve Krug
  35. 35. “ My ideal home page,” as told by… © 2001 Steve Krug
  36. 36. “ My ideal home page,” as told by… © 2001 Steve Krug
  37. 37. 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>Creates a 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
  38. 38. 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
  39. 39. I believe anyone can do it <ul><li>...if they keep it simple enough </li></ul>© 2001 Steve Krug
  40. 40. 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
  41. 41. 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
  42. 42. 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
  43. 43. 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
  44. 44. And now, a demo test <ul><li>The smallest demo test in recorded history </li></ul>© 2001 Steve Krug
  45. 45. 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 AT&T Wireless </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
  46. 46. RSME: The fifteen minute version <ul><li>Six maxims </li></ul>© 2001 Steve Krug
  47. 47. © 2001 Steve Krug A morning a month, that’s all we ask.
  48. 48. © 2001 Steve Krug
  49. 49. © 2001 Steve Krug
  50. 50. © 2001 Steve Krug When this happens: Say this: You’re not absolutely sure you know what the user is thinking (see below). “ What are you thinking?” “ What are you looking at?” (for variety) “ What are you doing now?” (e.g., if you think they’re being silent because they’re reading) Something happens that seems to surprise them. For instance, they click on a link and go “Oh” when the new page appears. “ Is that what you expected to happen?” They’re trying to get you to give them a clue. (“Should I use the ___?”) “ What would you do if you were at home?” “ What would you do if I wasn't here?” The participant makes a comment, and you’re not sure what triggered it. “ Was there something in particular that made you think that?” The participant suggests concern that he’s not giving you what you need. “ No, this is very helpful.” “ This is exactly what we need.” The participant asks you to explain how something is supposed to work. (“Do these support requests get answered right away?”) “ I can’t answer that right now, because we need to know what you would do when you don’t have somebody around to answer questions for you. But if you still want to know when we’re done, I’ll be glad to answer it then.” The participant seems to have wandered away from the task. “ What are you trying to do now?”
  51. 51. © 2001 Steve Krug Start earlier than you think makes sense.
  52. 52. Incorrect thinking © 2001 Steve Krug
  53. 53. Correct thinking © 2001 Steve Krug
  54. 54. © 2001 Steve Krug Recruit loosely and grade on a curve.
  55. 55. © 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!
  56. 56. © 2001 Steve Krug
  57. 57. © 2001 Steve Krug Make it a spectator sport.
  58. 58. © 2001 Steve Krug
  59. 59. © 2001 Steve Krug Focus ruthlessly on a small number of the most important problems.
  60. 60. 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>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
  61. 61. © 2001 Steve Krug Problems you can find with just a few test participants Problems you have the resources to fix
  62. 62. © 2001 Steve Krug
  63. 63. © 2001 Steve Krug When fixing problems, always do the least you can do™.
  64. 64. 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
  65. 65. © 2001 Steve Krug
  66. 66. © 2001 Steve Krug
  67. 67. © 2001 Steve Krug
  68. 68. © 2001 Steve Krug
  69. 69. Run, do not walk, to Amazon.com © 2001 Steve Krug
  70. 70. And the companion volume… © 2001 Steve Krug
  71. 71. © 2001 Steve Krug
  72. 72. 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
  73. 73. Questions, anyone? © 2001 Steve Krug
  74. 74. © 2011 Steve Krug

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