Usability Testing: Targeting Mobile Devices

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How to use Steve Krug's Rocket Surgery methodology applied to Mobile Device Usability Testing.

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  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Jakob Nielsen’s March 2000 Alertbox column “Why You Only Need to Test with 5 Users”at www.useit.com for a good discussion of the topic.
  • Jakob Nielsen’s March 2000 Alertbox column “Why You Only Need to Test with 5 Users”at www.useit.com for a good discussion of the topic.
  • SAP Palo Alto – Building #3 has preferred parking for Usability Testing partipants
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Steve Krug’s analogy is when giving friends a tour of your hometown, you learn new things too.
  • Usability Testing: Targeting Mobile Devices

    1. 1. Introduction to User Testing Wayne Pau, Emerging Technologies SAP Mar28, 2013 Internal
    2. 2. Introduction to User Testing Implementing Quick & Effective User Testing Wayne Pau, Emerging Technologies SAP Feb 4, 2013 – MEIC’s Mobile Accelerator Programme – Workshop #6
    3. 3. My Apology Slide “If I'm curt with you it's because time is a factor. I think fast, I talk fast and I need you guys to act fast if you wanna get out of this. So, pretty please... with sugar on top…” - Winston Wolfe (Pulp Fiction) © 2012 SAP AG. All rights reserved. Internal 3
    4. 4. Background Info Giving credit to Steve Krug
    5. 5. Buy this book… • Steve Krug • 2nd Book • Cheap & Dirty Usability Testing • 161 pages © 2012 SAP AG. All rights reserved. Internal 5
    6. 6. … then buy this next… (and read it first) • Steve Krug • 1st Book • Web-Focused • 216 pages © 2012 SAP AG. All rights reserved. Internal 6
    7. 7. Even more info… • Website: Advanced Common Sense http://www.sensible.com/ © 2012 SAP AG. All rights reserved. Internal 7
    8. 8. Steve Krug – Recorded Sample http://www.rocketsurgerymadeeasy.com/ http://www.youtube.com/watch?feature=player_embedded&v=Q ckIzHC99Xc All of Chapter 2 in Rocket Surgery Made Easy © 2012 SAP AG. All rights reserved. Internal 8
    9. 9. The “Basics” Some general info about Usability Testing
    10. 10. What User Testing is Not… • Not statistically relevant Quantitative Research • Not a Market Focus Group • Not for “Baking-Off” UI Choices • Not mining for new UI Designs/Patterns • Not Contextual Design or “Voice of God” interviews © 2012 SAP AG. All rights reserved. Internal 10
    11. 11. Why do User/Usability Testing 1. No Product is perfect. Everything can be Improved. 2. Serious problems are easy to Spot. Encountered by most Users. 3. User-Centered approach makes for better products. © 2012 SAP AG. All rights reserved. Internal 11
    12. 12. How to do User Testing • One Morning per Month • Find 3x “Participants for 1 Hr session • Find 3x Tasks, expand into Scenarios • Record/Broadcast • Debrief in Afternoon © 2012 SAP AG. All rights reserved. Internal 12
    13. 13. Recruiting Users
    14. 14. # of Subjects • 3 or 4 for 2+ rounds • 3 or 4 allows testing • AM, debrief in PM • 2x Rounds w/ 3 > 1x round with 6 • Recruit loosely, grade on a curve © 2012 SAP AG. All rights reserved. Internal 14
    15. 15. Recruitment - Exceptions • If you site is only used a particular population/relevence • If you subject has conflicting or divergent interests • If you app is esoteric and needs domain expertise © 2012 SAP AG. All rights reserved. Internal 15
    16. 16. Recruitment – Good Ides • Offer good Incentive (Gift Cert) • Keep invitation simple • Don’t offer too much info • Ask Relatives/Friends/Family • Everyone was Newbie once © 2012 SAP AG. All rights reserved. Internal 16
    17. 17. Testing Script A template for Usability Session
    18. 18. Script Breakdown 1. Welcome 2. Questions (Warm-up) 3. Acclimatizing (Familiarizing Participant) 4. Tasks (Prepared Scenario) 5. Probing (Digging into issues) 6. Wrapping Up (Close & Thanks) © 2012 SAP AG. All rights reserved. Internal 18
    19. 19. Welcome
    20. 20. Welcome – Part 1 Hi, session. . My name is Wayne Pau, and I'm going to be walking you through this You probably already know, but let me explain why we've asked you to come here today: We're testing a web site that we're working on to see what it's like for actual people to use it. I want to make it clear right away that we're testing the site, not you. You can't do anything wrong here. In fact, this is probably the one place today where you don't have to worry about making mistakes. © 2012 SAP AG. All rights reserved. Internal 20
    21. 21. Welcome – Part 2 We want to hear exactly what you think, so please don't worry that you're going to hurt our feelings. We want to improve it, so we need to know honestly what you think. As we go along, I'm going to ask you to think out loud, to tell me what's going through your mind. This will help us. If you have questions, just ask. I may not be able to answer them right away, since we're interested in how people do when they don't have someone sitting next to them, but I will try to answer any questions you still have when we're done. We have a lot to do, and I'm going to try to keep us moving, but we'll try to make sure that it's fun, too. © 2012 SAP AG. All rights reserved. Internal 21
    22. 22. Welcome – Part 3 You may have noticed the camera. With your permission, we're going to videotape the computer screen and what you have to say. The video will be used only to help us figure out how to improve the site, and it won't be seen by anyone except the people working on the project. It also helps me, because I don't have to take as many notes. There are also some people watching the video in another room. If you would, I'm going to ask you to sign something for us. It simply says that we have your permission to tape you, but that it will only be seen by the people working on the project. It also says that you won't talk to anybody about what we're showing you today, since it hasn't been made public yet. Do you have any questions before we begin? © 2012 SAP AG. All rights reserved. Internal 22
    23. 23. Welcome - Tips • Stick to the script, stick to the script, stick to the script… • Try to remain neutral & calm • Test Participant (Not Subject. They are not being tested) © 2012 SAP AG. All rights reserved. Internal 23
    24. 24. Acclimatizing
    25. 25. Questions – Part 1 Before we look at the site, I'd like to ask you just a few quick questions. First, what's your occupation? Good. Now, roughly how many hours a week would you say you spend using the Internet, including email? How do you spend that time? In a typical day, for instance, tell me what you do, at work and at home. Do you have any favorite Web sites? © 2012 SAP AG. All rights reserved. Internal 25
    26. 26. Questions – Part 2 Now, finally, have you bought anything on the Internet? How do you feel about buying things on the Internet? And what have you bought? OK, great. We're done with the questions, and we can start looking at things. © 2012 SAP AG. All rights reserved. Internal 26
    27. 27. Questions - Tips • Build some rapport with your Participant • Assist in your “Grade on a Curve” • Get Participant Talking… © 2012 SAP AG. All rights reserved. Internal 27
    28. 28. Acclimatizing
    29. 29. Acclimatizing OK, great. We’re done with the questions, and can start looking at things. First I’m going to ask you to look at this page and tell me what you make of it: what strikes you about it, whose site you think it is, what you can do here, and what you can do here, and what it’s for. Just look around and do a little narrative. You can scroll if you want to, but don’t click on anything yet. © 2012 SAP AG. All rights reserved. Internal 29
    30. 30. Acclimatizing - Tips • Get them used to listening to instructions • Get them used to verbalizing • Get them use to “thinking out loud” © 2012 SAP AG. All rights reserved. Internal 30
    31. 31. Tasks
    32. 32. Tasks Now I’m going to ask you to try doing some specific tasks. I’m going to read each one out loud and give you a printed copy. I’m going to ask you to do these task without using Search. We’ll learn a lot more about how well the site works that way. And again, as much as possible, it will help us if you can try to think out loud as you go along. © 2012 SAP AG. All rights reserved. Internal 32
    33. 33. Tasks – FoodNetwork.ca © 2012 SAP AG. All rights reserved. Internal 33
    34. 34. Tasks #1 – FoodNetwork.ca Assume you are big fan of Anna Olsen and love all her shows. You are going to be home tomorrow all day and would like to determine when she is on first on FoodNetwork tomorrow. If possible, find out: • What TV series it is (she has multiple) • What is the Episode About • What recipes will be shown (in case you want follow along) © 2012 SAP AG. All rights reserved. Internal 34
    35. 35. Tasks #1 – FoodNetwork.ca Assume you are big fan of Anna Olsen and love all her shows. You are going to be home tomorrow all day and would like to determine when she is on first on FoodNetwork tomorrow. If possible, find out: • What TV series it is (she has multiple) • What is the Episode About • What recipes will be shown (in case you want follow along) © 2012 SAP AG. All rights reserved. Internal 35
    36. 36. Tasks #2 – FoodNetwork.ca You’ve recently come back from a short vacation to New Orleans. You had a great time and especially loved the Cajun food. Check FoodNetwork.ca for possible main course dinner dishes that you can try at home. Assume you will looking at following criteria to help you narrow it down: • How it was rated • You like Fish over Red Meat • You really Blacken Anything © 2012 SAP AG. All rights reserved. Internal 36
    37. 37. Tasks #3 – FoodNetwork.ca You’ve had a rough week and are looking at cheering yourself up with some food. However you still want to eat healthy and really don’t like nuts (actually you could be allergic). Can you find a good, quick recipe that would entice you? © 2012 SAP AG. All rights reserved. Internal 37
    38. 38. Tasks - Tips • When in doubt *SAY NOTHING* • Use every permutation of “uh huh” or “OK” possible • Aim for “somewhat” pleased demeanor • Deflect ( “What would you do if I was not here?”…) • Mine leading non-verbal clues (“Is that what you expected?”) © 2012 SAP AG. All rights reserved. Internal 38
    39. 39. Probing
    40. 40. Probing Thanks, that was very helpful. If you’ll excuse me for a minute, I’m just about to see if the people on the team have any follow-up questions they’d like me to ask you. © 2012 SAP AG. All rights reserved. Internal 40
    41. 41. Tasks - Tips • Relax “hands-off” approach • Ask “Why”? • Avoid asking for “solutions” or “redesigning on the spot” © 2012 SAP AG. All rights reserved. Internal 41
    42. 42. Wrap-up
    43. 43. Wrap-up & Thank-you Do you have any questions for me, now that we’re done? Thanks. That was exactly what we need, it’s been very helpful. © 2012 SAP AG. All rights reserved. Internal 43
    44. 44. User Test Results
    45. 45. Real Testing World • Review results right away • Triage the information • Find a Fix (or approach) • Do the *LEAST* you can do to fix the problem © 2012 SAP AG. All rights reserved. Internal 45
    46. 46. 7 Reasons to Tweak (vs. Rebuild) 1. Cheap & Cost effective 2. Less work & resource intensive 3. Less Stressful 4. Implemented Quicker 5. Small & more likely to be scheduled 6. Less Risky than Overhaul 7. Might know the issue, but not the “perfect” solution © 2012 SAP AG. All rights reserved. Internal 46
    47. 47. Wayne’s Issue Triage 1. Is it MVP? Can we “Dump” the culprit? 2. Is there a Small Tweak we can do? 3. Was it effective enough? (Do we need to Tweak the Tweak?) 4. Did we Breaking anything more Important? 5. Is it a new feature? DON’T ADD ANYTHING!!! © 2012 SAP AG. All rights reserved. Internal 47
    48. 48. Something is Better than Nothing… “Perfect is the Enemy of Good” – Voltaire “A good plan executed today is better than a perfect plan executed tomorrow.” - General George Patton POGE – Principle of Good Enough © 2012 SAP AG. All rights reserved. Internal 48
    49. 49. Thank you Contact information: Wayne Pau (wayne.pau@sap.com) Emerging Technologies

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