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Usability Testing
How a Green, Bewildered UX Researcher
Uncovered Loads of Valuable Data
Diane Bowen
User Experience Pract...
Usability Testing
Testing with one user is 100% better than
testing with none.
Krug’s first law of usability
@UXDiane
2
Usability Testing
The interview is a powerful method to
understand human behavior.
@UXDiane
3
Usability Testing
The interview is a powerful method to
understand human behavior.
I had no idea what I was doing.
@UXDian...
Usability Testing vs User Testing
Usability testing: “Is this product or service easy to learn
and use?”
Participants are ...
Usability Testing
Usability testing: “Is this product or service easy to learn
and use?”
Participants are users.
Discovers...
Interviewing Users by Portigal
•Leave your worldview at the
door.
•The user is the expert.
•Build Rapport.
@UXDiane
7
Nielsen Norman Group
The best results come
from testing no more
than 5 users and
running as many
small tests as you
can af...
My First Study
• Interviewed Participants
• Wrote up observations
• Scheduled a meeting
• Made recommendations
@UXDiane
9
My First Study
• Interviewed Participants
• Wrote up observations
• Scheduled a meeting
• Made recommendations
This wasn’t...
A Better Way
Ask questions
• Who wants this research?
• Why are we testing this?
• Why is this a business goal?
• What ans...
A Better Way
Ask questions
• What are the key parts to test?
• What does the perfect participant look like?
• When does th...
A Better Way
• Enlist participants
• Write jargon-free and non-leading interview questions
• Minimize interview questions ...
Observing the User Experience by Kuniavsky
Six phases of an interview:
• Introduction
• Warm-up
• General Issues
• Deep Fo...
A Better Way
• Pilot test before holding interviews.
• Schedule interviews and invite the Product Team.
• Schedule debrief...
A Better Way
Webster’s definition of Synthesis:
“The composition or combination of parts or elements to
as to form a whole...
A Recent Example
@UXDiane
• Take notes during the
interview
• Debrief with the team
immediately after the
interview
• Tran...
Usability and Synthesis Workshop
@UXDiane
• Place the sticky notes
into a task analysis.
• Identify trouble spots.
18
Sources
• Portigal, Steve. Interviewing Users. Brooklyn. Rosenfeld Media. 2013. Print
• Nielsen, Jakob. “Why You Only Need...
Uncover User Insights and Deliver Value
@UXDiane
• Talk with users.
• Invite the Product Team to observe
the interviews.
•...
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The Secret Sauce for Effective Usability Testing

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The Secret Sauce for Effective Usability Testing

  1. 1. Usability Testing How a Green, Bewildered UX Researcher Uncovered Loads of Valuable Data Diane Bowen User Experience Practitioner @UXDiane 1
  2. 2. Usability Testing Testing with one user is 100% better than testing with none. Krug’s first law of usability @UXDiane 2
  3. 3. Usability Testing The interview is a powerful method to understand human behavior. @UXDiane 3
  4. 4. Usability Testing The interview is a powerful method to understand human behavior. I had no idea what I was doing. @UXDiane 4
  5. 5. Usability Testing vs User Testing Usability testing: “Is this product or service easy to learn and use?” Participants are users. User Testing: Finds bugs before the product or service is released. Participants are QA or Developers @UXDiane 5
  6. 6. Usability Testing Usability testing: “Is this product or service easy to learn and use?” Participants are users. Discovers the goals, motivations, and behaviors of users. @UXDiane 6
  7. 7. Interviewing Users by Portigal •Leave your worldview at the door. •The user is the expert. •Build Rapport. @UXDiane 7
  8. 8. Nielsen Norman Group The best results come from testing no more than 5 users and running as many small tests as you can afford. @UXDiane 8
  9. 9. My First Study • Interviewed Participants • Wrote up observations • Scheduled a meeting • Made recommendations @UXDiane 9
  10. 10. My First Study • Interviewed Participants • Wrote up observations • Scheduled a meeting • Made recommendations This wasn’t very effective @UXDiane 10
  11. 11. A Better Way Ask questions • Who wants this research? • Why are we testing this? • Why is this a business goal? • What answers would inform the development team? @UXDiane 11
  12. 12. A Better Way Ask questions • What are the key parts to test? • What does the perfect participant look like? • When does the Product Owner need results? @UXDiane 12
  13. 13. A Better Way • Enlist participants • Write jargon-free and non-leading interview questions • Minimize interview questions that have high cognitive load @UXDiane 13
  14. 14. Observing the User Experience by Kuniavsky Six phases of an interview: • Introduction • Warm-up • General Issues • Deep Focus • Retrospective • Wrap-up @UXDiane 14
  15. 15. A Better Way • Pilot test before holding interviews. • Schedule interviews and invite the Product Team. • Schedule debriefing meetings directly following the interview. • Email the findings to the Product Team. @UXDiane 15
  16. 16. A Better Way Webster’s definition of Synthesis: “The composition or combination of parts or elements to as to form a whole.” Synthesis is insight from analysis @UXDiane 16
  17. 17. A Recent Example @UXDiane • Take notes during the interview • Debrief with the team immediately after the interview • Transcribe notes, one thought per sticky note. 17
  18. 18. Usability and Synthesis Workshop @UXDiane • Place the sticky notes into a task analysis. • Identify trouble spots. 18
  19. 19. Sources • Portigal, Steve. Interviewing Users. Brooklyn. Rosenfeld Media. 2013. Print • Nielsen, Jakob. “Why You Only Need to Test With Five Users.” Nielsen Norman Group. http://www.nngroup.com/articles/why-you-only-need-to-test-with-5- users/, Accessed 8-26-2015 • Kuniavsky, Mike. Observing the User Experience: A practitioner’s guide to user research. San Francisco. Elsevier. 2003. Print. @UXDiane 19
  20. 20. Uncover User Insights and Deliver Value @UXDiane • Talk with users. • Invite the Product Team to observe the interviews. • Debrief with the Team. Include everyone’s thoughts. • Send a synthesized findings doc to the team to remind them of their discoveries. Diane Bowen UX Practitioner, Covenant Eyes @UXDiane 20

How a Green, Bewildered UX Researcher Uncovered Loads of Valuable Data

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