The document outlines 10 tips for remote user experience testing: 1. Use remote testing to quickly understand why certain issues may be occurring, such as drops in conversion rates after responsive design updates. 2. Test designs and features early in the development process to avoid building the wrong things. 3. Expose colleagues to remote user testing videos to educate them on user needs and priorities rather than relying only on assumptions.

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NUX Newcastle
16 APRIL 2015
10 Remote Testing Tips

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Agenda
 Introduction
 What is Remote UX Testing?
 3 x Case Studies
 3 x test design tips
 3 x analysis tips
 10 Tips
 Q & A
3s

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Introduction
Lee Duddell
Founder & Director of UX
@LDuddell

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Discuss: remote testing/insight

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You

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Discuss: Pros & Cons of Remote UX

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3 x Case Studies

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1. Use it to get “Why?” answers
 In 2014 ~ 25% incoming sales calls start with “We just applied
RWD and conversions are down…”
 Mobile Usability Report:
15 leading UK retailers
 75% had severe UX issues (despite all being responsive designs)

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Online Bill
• 4 new bill variants
• About to Test (but knew they were guesses)
• UX Benchmarked bill variants
• Created Variant 5
• That won when AB Tested
• “We never would have come up with
the winning variant, but would have seen
uplift, thinking we’d got it right”
2. Test early

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3. Expose colleagues to users
 Like you they had a development list/product roadmap
 Based upon hunches and opinion
 Prioritised by HiPPOs

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User eXposure
 Matthew Lawson insisted everyone watch users buy white goods
On their site, on competitors’ sites, starting at Google
 Listed the top issues and re-wrote the development list
 In a few months made changes that:
 Increased online sales by 9.5%
 Reduced contact by 33%
 Increased engagement (product reviews) 12%
 Read the full Case Study

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Pizza + User Videos every Friday

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3 x Test Design Task Writing Tips

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4. Focus users on tasks – it’s not a survey!
 BAD: What do you think of our Home Page
 BETTER: Where would you click first?
 BAD: Out of 10, how did you find the usability of the website?
 BETTER: Just watch!
 OPEN: Find two items you would genuinely consider and buy
them
 DIRECTED: Open this link to X product page, select a Size 12
dress

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5. Don’t start at your Home Page
 Landing page
 Social Stream or advert
 Competitor site (benchmarking)
 Email
Google or empty browser, improve PPC/SEO

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6. Run a pilot
 2 users testing your tasks that you then refine

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Let’s write some tasks
 Please volunteer a site or journey
 And then some tasks

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3 x Analysis Tips

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7. Ignore opinions (especially design ones)
 “That’s a lovely design, I love the blue”
 Focus on what users do

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8. Log issues in each video (consistently)

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Tag consistency = Journey step + issue
 “Home Page”, “Search”,
“PLP,” “PDP”
 Then apply a priority and a
description that makes sense
out of context (for when you
share)
GOOD: “Application Form -
country” “User could not find
their country in the drop down”

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9. Share analysis with videos

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All 10 9 Tips
1. Use it when you want answers why quickly
2. Test early
3. Expose colleagues (see Tip 9)
4. Set tasks
5. Don’t start on your Home Page
6. Run a pilot
7. Ignore opinion
8. Tag issues
9. Share videos
10.What’s yours?

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“Shut up & listen to users.”
-- Dr Jakob Nielsen

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Q&A