Usability testing – Just Do It. Five methods for improving usability in-house

VolksideInteraction & information design, Interaction and information design User experience and usabilityUser experience and usabilityUsability testing – Just Do ItFive methods for improving usability in-houseJussi Pasanen, April 2011 1

About VolksideWe help you listen to your users and createthem engaging online experiencesProducts: Naview and WirifyFounded in 2008 2

What is usability?Usability measures how easy user interfacesare to useIt’s also the methods for improving ease-of-useduring the design process 3

Usability is about focusingon the users’ best interests 9

Are we designing or testing?User-centred design: Involve users throughoutthe design process to understand and meettheir needsUsability evaluation: Review and test theusability of an existing website 10

What is usability testing?Usability testing is observing and listening toyour users whilst they interact with yourwebsite 11

Why do usability testing? WhySee how people actually use your website forits key purposes and find and fix issues theyrun into 12

Typical web projectPre-project Design and development Live site Kick off Launch Usability testing 13

Typical web project with usabilityPre-project Design and development Live site Kick off Launch Usability testing 14

Web project in an ideal worldPre-project Design and development Live site Kick off Launch Usability testing 15

The traditional usability test …Participant, facilitator, maybe note-takerUsability lab with one-way mirrorVideo cameras and screen recordingLots of stakeholders watchingDetailed reports and long turnaround times I 16

Googles Usability Labyoutu.be/esUfsi7bPu4 17

... is not what were talking about todayInstead:Lightweight usability methodsthat you can regularly use yourselfin your own projects tomake and keep your website usable 24

Interlude“If you can afford to hire a usability professionalto do your testing for you, do it.” – Steve Krug 25

Five usability methodsto use on your own 26

Five usability methods1.  Task-based usability test2.  First click test3.  Five second test4.  Comprehension test5.  Online survey *With compliments to Steve Krug and Christine Perfetti* Bonus: not a usability method as such 27

1. Task-based usability test 28

Task-based usability test WhySee how people actually use your website forspecific tasks and find issues they run into 29

Task-based usability testParticipant completes a set of tasks usinga sketch, prototype or the actual websiteFacilitator observes and listens to theparticipant, making notes of issuesMainstay of usability testing andfoundation of many other methods I I 30

Task-based usability test How1.  Prepare your sketch, prototype or website2.  Prepare user tasks3.  Prepare participant profile and recruit users4.  Prepare test sessions5.  Run test sessions6.  Revise your design based on findings7.  Retest 31

Fidelity: Sketch 32

Fidelity: Wireframe 33

Fidelity: Visual comp 34

Define your tasksWrite up the tasks you want participants toperform using your websiteMake sure your tasks are clear & concise andprovide just the right amount of contextIt’s essential to get these tasks right 35

*Printed tasks * Not a good task 36

Example tasks“According to this website, what are the twoways of referencing quotes in essays?”“Where would you find the lecture schedule forthe linguistics course?”“Where would you go to register yourattendance?”“How would you ...” 37

Running the testyoutu.be/QckIzHC99Xc 38

Couple of things not to worry aboutHaving a ‘final’ design readyTesting with large number of participantsPerfect audience profile and recruitmentRecording and annotating videosWriting reportsStrict protocols 40

Some things to keep in mindYou’re always testing your website, never theparticipantIt’s a personal one-on-one session, not a focus groupTest with people with no prior exposure to the websiteWrite good tasks 41

Some more things to keep in mindLet the participant do the talkingAsk what they’re thinking and trying to do butdo not lead the participantBe careful with feedback and opinion typequestionsLearn to be a good tour guide and therapist 42

Task-based usability test TipsMost important thing: just do itAddress the main issues you findas soon as you canTest early and test regularlyImprove by doing the least you can 43

2. First click test 45

First click test WhyMeasure the effectiveness of your homepageor landing page I 46

“The number one purpose of the homepage isto get people off of it.” – Christine Perfetti 47

First click test HowGive your participant a task and a page on yourwebsiteParticipant clicks the page at the point they thinkis most appropriate for completing the taskYou analyse results using click heat map andresponse timings 48

Your task Demo“You want to sell an old coffee table and areconsidering the Trading Post.Where would you go to find out how much itcosts to post a classified there?” 49

“You want to sell an old coffee table and are considering the Trading Post.Where would you go to find out how much it costs post a classified there?” 50

Where did you click? 51

*Infomaki * Not a good task 52

Infomaki – Results 53

ClickTest 54

ClickTest – Results 55

*Usabilla * Not a good task 56

First click test TipsNot useful for content pagesTools: paper, pdf, Chalkmark, ClickTest, Usabilla,Infomaki 57

Warning signsLong response times“Scattergun" click resultsGoing for the back buttonBlank stares 58

3. Five second test 59

Five second test WhyMeasure the effectiveness of content pageswith single primary purpose I 60

Five second test WhyUnderstand if you are communicating a particularmessage or goalLearn what are the most prominent parts of yourdesign from the user’s point of viewSee if your page priorities are right 61

Five second test HowGive your participant a page to look atfor five seconds onlyAsk questions afterwards 62

Background Demo“You are in the market for broadband internet.One of the service providers offers a bundledproduct, and you want to learn more about it.” 63

Instructions DemoThe following page will be displayed forfive seconds onlyTry to remember as much as you canAnswer the questions provided afterwards 64

Questions Demo1.  What was the most important information to you on this page?2.  What were the signup options?3.  Was is clear what the product is?4.  Was is clear what to do next? 66

Five second test TipsMost useful for pages with one main point andpurposeNot so useful for homepage or landing page withmultiple prioritiesVery quick but you will need to test with multipleparticipantsTools: paper, pdf, FiveSecondTest, Clue 67

FiveSecondTest 68

FiveSecondTest 69

Clue 70

Clue 71

4. Comprehension test 72

Comprehension test WhyConfirm that users understand complexinformation on your page I 73

Comprehension test HowLet participant read your content page withouttime limitAsk questions afterwards without taking thepage away 74

Demowww.slv.vic.gov.au/services/join-library 75

Finished reading the whole page? 76

Questions Demo1.  Which three ways can you register as a Library user?2.  Once you have joined the library can you request items from the catalogue before your Library card arrives?3.  Once you have received your Library card can you borrow and take material home? 77

Comprehension test TipsSimilar to reading comprehension tests exceptyou’re not scoring or assessing the reader butthe content itselfMultiple choice questions are preferredNot useful for homepage or landing pageRemember: good online content is alwayswritten for the web 78

5. Online survey 79

Online survey WhyLearn about your users I 80

Online survey HowPrepare a set of questions relevant to yourwebsite and target audiencePublish as an online survey and send link toparticipantsAnalyse results and make changes 81

Wirify customer survey – Way too long 82

Pollenizer customer development survey - Better 83

Google Docs survey and results 84

Online surveys TipsKeep surveys short and painless to maximiseresponse rateTake action and change your website based onfindings 85

Online surveys TipsExplain how information will be usedCollect email address in an optional field Useful for later usability testing Include privacy noticeTools: email, Excel, Google Docs,SurveyMonkey-Wufoo 86

Questions? 87

In closingUsability is easy and anyone can do itObserve and listen to learn about your usersTesting with one person is heaps better than noneChange and improve your website continuously 88

Thank youwww.volkside.comteam@volkside.comtwitter.com/jopas 89

www.naviewapp.com 90

www.wirify.com 91

ReferencesSteve Krug (2005): Don’t Make Me Think! - A Common Sense Approach to WebUsability http://www.sensible.com/dmmt.htmlSteve Krug (2009): Rocket Surgery Made Easy. The Do-It-Yourself Guide to Findingand Fixing Usability Problems http://www.sensible.com/rocketsurgery/index.htmlSteve Krug: Demo Usability Test for Rocket Surgery Made Easyhttp://youtu.be/QckIzHC99XcChristine Perfetti (Webstock 2011): Adventurous Usability Techniques: NovelApproaches for the Seasoned Prohttp://www.webstock.org.nz/talks/speakers/christine-perfetti/adventurous-usability-techniques-novel-approaches-/TechWeb: Touring Googles Usability Labhttp://www.youtube.com/watch?v=esUfsi7bPu4 92

ToolsChalkmark: http://www.optimalworkshop.com/chalkmark.htmClickTest: http://theclicktest.com/Usabilla: http://www.usabilla.com/FiveSecondTest: http://fivesecondtest.com/Clue: http://www.clueapp.com/ 93

ArticlesVolkside: What is usability and why should I care?http://www.volkside.com/2009/04/what-is-usability-and-why-should-i-care/Volkside: Test your screen designs with Infomakihttp://www.volkside.com/2009/07/usability-test-with-infomaki/Volkside: Tip: Print out your usability testing taskshttp://www.volkside.com/2009/12/tip-print-out-your-usability-testing-tasks/Volkside: Using Treejack to test your website structurehttp://www.volkside.com/2009/04/using-treejack-for-ia-testing/ 94

Image credits4. Ice-storm car door handle on my sons Toyota by George Wiman 44. TYPO3-Addict: Web Usability; 2 books reviewedhttp://picasaweb.google.com/george.wiman/Design? http://www.typo3-addict.com/2009/08/web-usability-2-books-reviewed/ Pearson Education: Rocket Surgery Made Easyfeat=embedwebsite#5422209759047102930 http://www.pearsoned.co.uk/bookshop/detail.asp?item=1000000003541285. Left & right all over the place by By futureshape Alexander Baxevanis 47. Adventurous Usability Techniques: Novel Approaches for the Seasoned Pro by Christine Perfettihttp://www.flickr.com/photos/futureshape/503634012/ (Webstock 2011) http://www.webstock.org.nz/talks/speakers/christine-perfetti/adventurous-usability-techniques- novel-approaches-/6. Aggravated Usability Failure http://www.livedogproductions.com/?p=588 50. Trading Post http://www.tradingpost.com.au/7. Recycled Coat Hangers by Antonello Fuséhttp://www.eco-artware.com/catalog/Antonello-Fuse-Recycled-Coat-Hangers.php?c=hangers 52-53. Volkside8. Bicycle budget - will it go backwards by Marrickville & Petersham-Newtown Greens 54-55. ClickTest by Angry Monkeys http://theclicktest.com/http://marrickvillegreens.wordpress.com/2009/06/14/bicycle-budget-will-it-go-backwards/ 56. Usabilla http://www.usabilla.com/17-22. Touring Googles Usability Lab by TechWeb http://www.youtube.com/watch?v=esUfsi7bPu4 65. iiNet http://www.iinet.net.au/bob/bob-lite-promo.html23. Accounting work by Forwardcom http://www.sxc.hu/browse.phtml?f=download&id=911459 68-69. FiveSecondTest http://fivesecondtest.com/32. PDF Prototypes: Mistakenly Disregarded and Underutilized by Kyle Soucy 70-71. Clue http://www.clueapp.com/http://www.boxesandarrows.com/view/pdf-prototypes 75. State Library of Victoria http://www.slv.vic.gov.au/33. Volkside 87. Volkside: Wirify Customer Survey - March 2011 - Volkside https://spreadsheets.google.com/viewform?formkey=dEI3V0l1ekhfOGhiU0JjQ242Qi1mYnc6MQ34. Volkside: Test your screen designs with Infomakihttp://www.volkside.com/2009/07/usability-test-with-infomaki/ 88. Pollenizer: Shopping Habit Survey https://spreadsheets.google.com/a/pollenizer.com/viewform?36. Volkside: Tip: Print out your usability testing tasks formkey=dExkNzQ1akQ5eHhnRzA1X0Q5U00wcEE6MQ&ndplr=1http://www.volkside.com/2009/12/tip-print-out-your-usability-testing-tasks/ 89. Creating Your Own Results Charts for Surveys Created with Google Forms by Tony Hurst http://blog.ouseful.info/2009/02/17/creating-your-own-results-charts-for-surveys-created-with-38. Steve Krug: Demo Usability Test for Rocket Surgery Made Easy http://youtu.be/QckIzHC99Xc google-forms/39. Touring Googles Usability Lab by TechWeb http://www.youtube.com/watch?v=esUfsi7bPu4 90-91. Volkside 98. Creative Commons: http://creativecommons.org/ © 2011 Volkside 95

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Usability testing – Just Do It. Five methods for improving usability in-house

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