Usability Testing How To's - EventHandler, London Oct 24th 2013

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Slides from my "Usability Testing How To's" workshop with Event Handler.

http://www.eventhandler.co.uk/events/uxnightclass-usability

Westminster Hub, London UK 24 October 2013

===

Who is it for?
This workshop is for those who want to create products that will be easy to use. Usability testing is an important part of the process of designing digital products, but it can often be overlooked due to time, money, and training constraints. In this workshop you'll learn how to test any product's usability without spending a large amount of time and money. And how to use what you've learned to improve the product.

Who is it taught by?
This workshop is being taught by Evgenia Grinblo @grinblo, User Experience Specialist at mobile agency, Future Workshops. Born in Siberia, Jenny freelanced and trained in ethnographic research in Israel and the USA, before bringing her talent to the UK. Her pet peeve is badly written error-messages and she has a growing collection of them. You'll find her speaking on empathy, UX, and other passions.

What you'll learn
An introduction to usability testing - what is it?
Who should you test your product on?
What do you test?
How to facilitate a test and get reliable results
How to manage data and act on your findings with your team
Tools: Cheap, quick and effective testing tools for mobile and the web.

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Usability Testing How To's - EventHandler, London Oct 24th 2013

  1. 1. USABILITY TESTING HOW TO’s For small teams & little budgets Evgenia (Jenny) Grinblo & www.eventhandler.co.uk London, UK Oct 24, 2013 (This is Henrik)
  2. 2. USABILITY TESTING: INTRODUCTION 2 Hello, I’m... Evgenia (Jenny) Grinblo User Experience Specialist Future Workshops, London
  3. 3. Workshop schedule USABILITY TESTING 0 / Usability testing introduction 1 / What do we test: preparing a test plan 2 / Facilitating a usability test & recording results 3 / Analysing and presenting key learnings
  4. 4. USABILITY TESTING: INTRODUCTION How to run a £3000 fool-proof test ✓ ✓ ✓ ✓ The easiest, quickest, cheapest methods Tips on facilitating, note-taking, & prioritising How to run a usability test tomorrow Resources & tools to keep learning WHAT TO EXPECT TODAY 4
  5. 5. USABILITY TESTING: INTRODUCTION What is usability testing & why do it? 5
  6. 6. USABILITY TESTING: INTRODUCTION 6 USER EXPERIENCE BUILDING BLOCKS http://www.flickr.com/photos/7855449@N02/2779597129 Diagram by David Armano
  7. 7. USABILITY TESTING: INTRODUCTION 7 USABILITY IS A MAJOR BUILDING BLOCK OF A GOOD EXPERIENCE http://www.flickr.com/photos/7855449@N02/2779597129 Diagram by David Armano
  8. 8. USABILITY TESTING: INTRODUCTION 1. INTUITIVE (n.) Using what one feels to be true without conscious reasoning www.youtube.com 8
  9. 9. USABILITY TESTING: INTRODUCTION NEEDING INSTRUCTIONS MEANS SOMETHING CAN BE MADE MORE SIMPLE 9
  10. 10. USABILITY TESTING: INTRODUCTION 2. EASY TO USE Doesn’t make people feel stupid or inferior to the tool they are using. Helps them feel in control. www.errorwallofshame.tumblr.com 10
  11. 11. USABILITY TESTING: INTRODUCTION 3. ACCESSIBLE People of different abilities can use it 11
  12. 12. USABILITY TESTING: INTRODUCTION 12 YOU CAN’T DIFFERENTIATE IF THE EXPERIENCE IS BROKEN
  13. 13. EVERYONE DEEPLY UNDERSTANDS THE USERS 13 67.45% (AVERAGE E-COMMERCE CART ABANDONMENT RATE) July 28, 2013 http://baymard.com/lists/cart-abandonment-rate
  14. 14. USABILITY TESTING: INTRODUCTION http://www.shopify.com/blog/8484093-why-online-retailers-are-losing-67-45-of-sales-and-what-to-do-about-it 14
  15. 15. USABILITY TESTING: INTRODUCTION http://www.shopify.com/blog/8484093-why-online-retailers-are-losing-67-45-of-sales-and-what-to-do-about-it 15
  16. 16. USABILITY TESTING: INTRODUCTION 16 Analytics Survey Usability test (Impersonal) (Tricky) (Immediate, easy) WHERE TO FIND USABILITY PROBLEMS
  17. 17. USABILITY TESTING: INTRODUCTION 17 • Behavioral vs. Self-reported • Opportunity to ask “why?” • Motivates teammates • Removes “designer bias” • Can be done on prototypes • Can be cheap & quick USABILITY TESTING
  18. 18. USABILITY TESTING: INTRODUCTION WHAT HAPPENS IN A USABILITY TEST? Video: http://www.youtube.com/watch?v=QckIzHC99Xc 18
  19. 19. USABILITY TESTING: INTRODUCTION TEST YOUR IDEAS REGULARLY WITH REAL PEOPLE 19
  20. 20. USABILITY TESTING: INTRODUCTION Recruit Participants Prepare a test plan USABILITY TEST STEPS 20 Test Analyse + iterate
  21. 21. USABILITY TESTING: INTRODUCTION ‣ Anyone who hasn’t seen the app ‣ Similar demographics to real users (whenever possible) WHO DO WE TEST WITH? 21
  22. 22. USABILITY TESTING: INTRODUCTION WHERE DO WE FIND PARTICIPANTS? 22
  23. 23. USABILITY TESTING: INTRODUCTION ‣ Friends, family, colleagues WHERE DO WE FIND PARTICIPANTS? 22
  24. 24. USABILITY TESTING: INTRODUCTION ‣ Friends, family, colleagues ‣ Social media followers WHERE DO WE FIND PARTICIPANTS? 22
  25. 25. USABILITY TESTING: INTRODUCTION ‣ Friends, family, colleagues ‣ Social media followers ‣ Existing customers WHERE DO WE FIND PARTICIPANTS? 22
  26. 26. USABILITY TESTING: INTRODUCTION ‣ Friends, family, colleagues ‣ Social media followers ‣ Existing customers ‣ Streets and coffee shops WHERE DO WE FIND PARTICIPANTS? 22
  27. 27. USABILITY TESTING: INTRODUCTION ‣ Friends, family, colleagues ‣ Social media followers ‣ Existing customers ‣ Streets and coffee shops ‣ Recruitment agencies (<expensive!) WHERE DO WE FIND PARTICIPANTS? 22
  28. 28. USABILITY TESTING: INTRODUCTION 23 Idea stage Definition stage Exploring Many ideas High-level “Dream world” Focusing Best ideas Refined Realistic WHEN DO WE TEST? AS EARLY AS POSSIBLE
  29. 29. USABILITY TESTING: INTRODUCTION DO USABILITY TESTING REGULARLY, WITH YOUR WHOLE TEAM 24
  30. 30. USABILITY TESTING: INTRODUCTION # OF TEAM MEMBERS EXPOSED TO USERS IS MORE IMPORTANT THAN # OF USERS http://www.uie.com/articles/user_exposure_hours/ 25
  31. 31. USABILITY TESTING: INTRODUCTION 26 SOMETIMES IT’S HARD TO ACCEPT YOUR PRODUCT NEEDS HELP https://twitter.com/adrianhungate/status/391954628184915970
  32. 32. USABILITY TESTING: INTRODUCTION WHEN YOU SEE SOMEONE IN PAIN, YOU WANT TO HELP THEM http://www.flickr.com/photos/martin_mcdonald/371884786/ 27
  33. 33. USABILITY TESTING: INTRODUCTION “ I was completely surprised at how cumbersome the users experience with the app was. Basic tasks were which was so obvious to me were suddenly a huge barrier. — DANIEL Lead Developer, Future Workshops http://www.uie.com/articles/user_exposure_hours/ 28
  34. 34. USABILITY TESTING: INTRODUCTION “ 29 ... What the usability testing did for me was really prove how much tech people can lose sight of who they are building for. It about going back to basics in some cases. — DANIEL Lead Developer, Future Workshops http://www.uie.com/articles/user_exposure_hours/
  35. 35. USABILITY TESTING: INTRODUCTION 30 1. Highlights where our product isn’t intuitive / easy to use 2. Puts team in the shoes of users 3. Helps sell product improvements to stakeholders/ clients 4. Helps prioritise feature backlog IN SUMMARY: USABILITY TESTING BENEFITS
  36. 36. Time for a 5 minute break
  37. 37. Workshop schedule USABILITY TESTING 0 / Usability testing introduction 1 / What do we test: preparing a test plan 2 / Facilitating a usability test & recording results 3 / Analysing and presenting key learnings
  38. 38. PREPARING A TEST PLAN To run a test, you need
  39. 39. PREPARING A TEST PLAN To run a test, you need ‣ Some representation of your product
  40. 40. PREPARING A TEST PLAN To run a test, you need ‣ Some representation of your product ‣ Preferably interactive
  41. 41. PREPARING A TEST PLAN To run a test, you need ‣ Some representation of your product ‣ Preferably interactive ‣ Doesn’t have to be finished
  42. 42. PREPARING A TEST PLAN To run a test, you need ‣ Some representation of your product ‣ Preferably interactive ‣ Doesn’t have to be finished ‣ Or: competitor product!
  43. 43. PREPARING A TEST PLAN To run a test, you need ‣ Some representation of your product ‣ Preferably interactive ‣ Doesn’t have to be finished ‣ Or: competitor product! ‣ Idea of what you want to test
  44. 44. PREPARING A TEST PLAN What do we test?
  45. 45. PREPARING A TEST PLAN What do we test? ‣ General impressions
  46. 46. PREPARING A TEST PLAN What do we test? ‣ General impressions ‣ Ease of use of critical features
  47. 47. PREPARING A TEST PLAN What do we test? ‣ General impressions ‣ Ease of use of critical features ‣ Features we’re not sure about (e.g., is the help clear?)
  48. 48. PREPARING A TEST PLAN What do we test? ‣ General impressions ‣ Ease of use of critical features ‣ Features we’re not sure about (e.g., is the help clear?) ‣ Response to design, iconography
  49. 49. PREPARING A TEST PLAN What do we test? ‣ General impressions ‣ Ease of use of critical features ‣ Features we’re not sure about (e.g., is the help clear?) ‣ Response to design, iconography Tip: start from high-level when testing prototypes, test the details with later builds
  50. 50. PREPARING A TEST PLAN Wide (Generative) SET THE SCOPE 35
  51. 51. PREPARING A TEST PLAN Wide (Generative) SET THE SCOPE 35 WHY will people use this product?
  52. 52. PREPARING A TEST PLAN Wide (Generative) Narrow (Validating) SET THE SCOPE 35 WHY will people use this product?
  53. 53. PREPARING A TEST PLAN Wide (Generative) Narrow (Validating) SET THE SCOPE 35 WHY will people use this product? HOW do these people use this product?
  54. 54. PREPARING A TEST PLAN Wide (Generative) 36 Explore How is the value proposition of this tool fit in with people’s lives Confirm/iterate Observing what people do with this tool, in their own environment Narrow (Validating) SET THE SCOPE Validate How do people perform specific task with this tool?
  55. 55. PREPARING A TEST PLAN Wide (Generative) First... 37 Explore How is the value proposition of this tool fit in with people’s lives Confirm/iterate Observing what people do with this tool, in their own environment Narrow (Validating) SET THE SCOPE Validate How do people perform specific task with this tool?
  56. 56. PREPARING A TEST PLAN 38 Ready? FIRST IMPRESSIONS: THE 5 SECOND TEST
  57. 57. 39
  58. 58. PREPARING A TEST PLAN • What is the purpose of the website/app? • Name 3 things you can do with this website • Who does this site or app belong to? • How do you feel about this organisation? 5 SECOND TEST QUESTIONS 40
  59. 59. PREPARING A TEST PLAN Wide (Generative) 41 Explore How is the value proposition of this tool fit in with people’s lives Now... Confirm/iterate Observing what people do with this tool, in their own environment Narrow (Validating) SET THE SCOPE Validate How do people perform specific task with this tool?
  60. 60. PREPARING A TEST PLAN Recruit Participants 42 Prepare a test plan Test Analyse + iterate PREPARING A DETAILED USABILITY TEST
  61. 61. USABILITY TESTING: INTRODUCTION THE MORE DETAILED YOUR ARTIFACT, THE MORE DETAILED THE FEEDBACK 43
  62. 62. EXERCISE 1 Choose a product to test Time: 10 minutes ‣ We are going to validate an existing, finished product ‣ As a group, decide on a website or app to test ‣ It can be your app - I must be able to interact with it Tip: avoid sites that require logging in (unless you have a login to share)
  63. 63. EXERCISE 3 Show & Tell
  64. 64. PREPARING A TEST PLAN Scenario Structure
  65. 65. PREPARING A TEST PLAN Scenario Structure ‣ Your character
  66. 66. PREPARING A TEST PLAN Scenario Structure ‣ Your character ‣ Your motivation
  67. 67. PREPARING A TEST PLAN Scenario Structure ‣ Your character ‣ Your motivation ‣ What you need to do
  68. 68. PREPARING A TEST PLAN Scenario Structure ‣ Your character ‣ Your motivation ‣ What you need to do ‣ Any details like login information, etc
  69. 69. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO TASK TASK // SUCCESS PATH // SCENARIO // SCENARIO // INFO (passwords, etc) // INFO (passwords, etc) @ Template by @grinblo // SUCCESS PATH
  70. 70. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO Set up the motivation TASK TASK // SUCCESS PATH // SCENARIO // SCENARIO // INFO (passwords, etc) // INFO (passwords, etc) @ Template by @grinblo // SUCCESS PATH
  71. 71. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO Set up the motivation What we are testing TASK TASK // SUCCESS PATH // SCENARIO // SCENARIO // INFO (passwords, etc) // INFO (passwords, etc) @ Template by @grinblo // SUCCESS PATH
  72. 72. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO Set up the motivation What we are testing TASK // SUCCESS PATH TASK // SUCCESS PATH What we want/expect the user to do // INFO (passwords, etc) // SCENARIO // INFO (passwords, etc) @ Template by @grinblo // SCENARIO
  73. 73. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO Set up the motivation What we are testing TASK // SUCCESS PATH TASK // SUCCESS PATH What we want/expect the user to do // SCENARIO // SCENARIO // INFO (passwords, etc) // INFO (passwords, etc) @ Template by @grinblo Motivation to do the task + instructions
  74. 74. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO Set up the motivation What we are testing TASK // SUCCESS PATH TASK // SUCCESS PATH What we want/expect the user to do // SCENARIO // SCENARIO // INFO (passwords, etc) Information necessary for the task // INFO (passwords, etc) @ Template by @grinblo Motivation to do the task + instructions
  75. 75. // TEST PLAN FOR: // GROUP: // GENERAL SCENARIO TASK TASK // SUCCESS PATH // SUCCESS PATH // SCENARIO // SCENARIO // INFORMATION // INFORMATION // PART:
  76. 76. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK TASK // SUCCESS PATH // SUCCESS PATH // SCENARIO // SCENARIO // INFORMATION // INFORMATION
  77. 77. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note TASK // SUCCESS PATH // SUCCESS PATH // SCENARIO // SCENARIO // INFORMATION // INFORMATION
  78. 78. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note // SUCCESS PATH TASK // SUCCESS PATH Create a text note and make a bulleted list of ingredients // SCENARIO // INFORMATION // SCENARIO // INFORMATION
  79. 79. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note // SUCCESS PATH TASK // SUCCESS PATH Create a text note and make a bulleted list of ingredients // SCENARIO // INFORMATION // SCENARIO // INFORMATION
  80. 80. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note Don’t show this to the participant! // SUCCESS PATH TASK // SUCCESS PATH Create a text note and make a bulleted list of ingredients // SCENARIO // INFORMATION // SCENARIO // INFORMATION
  81. 81. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note Don’t show this to the participant! // SUCCESS PATH TASK // SUCCESS PATH Create a text note and make a bulleted list of ingredients // SCENARIO // SCENARIO You need to remember what to buy. Use the app to make a shopping list you can take to the supermarket. // INFORMATION // INFORMATION
  82. 82. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note Don’t show this to the participant! // SUCCESS PATH TASK // SUCCESS PATH Create a text note and make a bulleted list of ingredients // SCENARIO // SCENARIO You need to remember what to buy. Use the app to make a shopping list you can take to the supermarket. // INFORMATION Print-out of a recipe from the internet // INFORMATION
  83. 83. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note Don’t show this to the participant! // SUCCESS PATH TASK Share a note via e-mail // SUCCESS PATH Create a text note and make a bulleted list of ingredients // SCENARIO // SCENARIO You need to remember what to buy. Use the app to make a shopping list you can take to the supermarket. // INFORMATION Print-out of a recipe from the internet // INFORMATION
  84. 84. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note Don’t show this to the participant! TASK Share a note via e-mail // SUCCESS PATH // SUCCESS PATH Create a text note and make a bulleted list of ingredients E-mail a note to a friend using swipe to share // SCENARIO // SCENARIO You need to remember what to buy. Use the app to make a shopping list you can take to the supermarket. // INFORMATION Print-out of a recipe from the internet // INFORMATION
  85. 85. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note Don’t show this to the participant! TASK Share a note via e-mail // SUCCESS PATH // SUCCESS PATH Create a text note and make a bulleted list of ingredients E-mail a note to a friend using swipe to share // SCENARIO // SCENARIO You need to remember what to buy. Use the app to make a shopping list you can take to the supermarket. You really liked the new recipe and you think your friend Jenny will like it too. Send the recipe to Jenny from within the app. // INFORMATION Print-out of a recipe from the internet // INFORMATION
  86. 86. // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO You need to cook a new recipe for the company potluck. You found a recipe online and now you need to buy the ingredients and cook it. TASK Text note Don’t show this to the participant! TASK Share a note via e-mail // SUCCESS PATH // SUCCESS PATH Create a text note and make a bulleted list of ingredients E-mail a note to a friend using swipe to share // SCENARIO // SCENARIO You need to remember what to buy. Use the app to make a shopping list you can take to the supermarket. You really liked the new recipe and you think your friend Jenny will like it too. Send the recipe to Jenny from within the app. // INFORMATION Print-out of a recipe from the internet // INFORMATION Jenny’s email: jenny@futureworkshops.com
  87. 87. PREPARING A TEST PLAN Scenario Tips
  88. 88. PREPARING A TEST PLAN Scenario Tips ‣ Avoid using terminology from the interface (e.g., search, tag, filter)
  89. 89. PREPARING A TEST PLAN Scenario Tips ‣ Avoid using terminology from the interface (e.g., search, tag, filter) ‣ Scenarios can have steps (e.g., find a recipe and add it to your collection)
  90. 90. PREPARING A TEST PLAN Scenario Tips ‣ Avoid using terminology from the interface (e.g., search, tag, filter) ‣ Scenarios can have steps (e.g., find a recipe and add it to your collection) ‣ Escalate the difficulty as the test progresses
  91. 91. EXERCISE 2 Test Plan Time: 20 mins ‣ Define 3 key tasks that must be intuitive and easy to use in the application ‣ Identify the success paths for each task (what we expect users to do) ‣ Decide on a general scenario + write specific tasks ‣ Run through the test once
  92. 92. Workshop schedule USABILITY TESTING 0 / Usability testing introduction 1 / What do we test: preparing a test plan 2 / Facilitating a usability test & recording results 3 / Analysing and presenting key learnings
  93. 93. FACILITATING A TEST & RECORDING RESULTS Recruit Participants Prepare a test plan USABILITY TEST STEPS 52 Test Analyse + iterate
  94. 94. FACILITATING A TEST & RECORDING RESULTS Facilitating ‣ Practice staying quiet ‣ Remind the participant to speak out loud ‣ Don’t give anything away ‣ Be reassuring, say thank you ‣ If they get stuck, wait (a little)
  95. 95. FACILITATING A TEST & RECORDING RESULTS Facilitator Cheat-Sheet If they forget to think aloud ‣ "What are you thinking right now?" ‣ "What are you finding confusing on this screen?" ‣ "I know it's an unusual thing to do but could I please ask you to keep thinking out loud and talk as you go along? It really helps me understand your experience better."
  96. 96. FACILITATING A TEST & RECORDING RESULTS Facilitator Cheat-Sheet If they get stuck ‣ "This is very helpful for us, we are uncovering a lot of problems in the design that will help us make the app better." ‣ "I can already see how useful this is going to be in improving the app."
  97. 97. FACILITATING A TEST & RECORDING RESULTS Facilitator Cheat-Sheet If they have a question ‣ "Please continue in the way that makes sense to you. We will learn a lot from seeing how you proceed with this without any help." ‣ "I will be happy to answer your questions at the end. Please try to try this task for a bit longer."
  98. 98. FACILITATING A TEST & RECORDING RESULTS Facilitator Cheat-Sheet The golden go-to ‣ "We expected to uncover problems in the design. You are not doing anything wrong - we knew there would be issues and you are helping us find them."
  99. 99. FACILITATING A TEST & RECORDING RESULTS People will feel stupid. Make them feel at ease. 58
  100. 100. FACILITATING A TEST & RECORDING RESULTS Ways to record our findings
  101. 101. FACILITATING A TEST & RECORDING RESULTS Ways to record our findings From easy to complicated
  102. 102. FACILITATING A TEST & RECORDING RESULTS Ways to record our findings From easy to complicated ‣ Pair up with a note-taker
  103. 103. FACILITATING A TEST & RECORDING RESULTS Ways to record our findings From easy to complicated ‣ Pair up with a note-taker ‣ DIY recording equipment
  104. 104. FACILITATING A TEST & RECORDING RESULTS Ways to record our findings From easy to complicated ‣ Pair up with a note-taker ‣ DIY recording equipment ‣ Professional recording equipment
  105. 105. FACILITATING A TEST & RECORDING RESULTS Ways to record our findings From easy to complicated ‣ Pair up with a note-taker ‣ DIY recording equipment ‣ Professional recording equipment ‣ Live-stream to a group of stakeholders
  106. 106. FACILITATING A TEST & RECORDING RESULTS Note-taking brings down 2 barriers to testing: time & equipment (But I’ll give you some tips on recording later!) 60
  107. 107. FACILITATING A TEST & RECORDING RESULTS Note-taking tips Only record what’s important ‣ If someone is really happy ‣ If someone is really frustrated ‣ If someone fails a task ‣ Write down short quotes if you can
  108. 108. FACILITATING A TEST & RECORDING RESULTS Notes Example • Taps Map on merchant profile but this opens the system Maps app — confused • Goes to Search and types “coffee shops” but there are no results — “why can’t I see what’s around me?” • "If I had to think about something around me, I’d start the merchant profile and expect to see other things around me" • The icons aren’t telling me that Cafe Nero is a coffee shop
  109. 109. FACILITATING A TEST & RECORDING RESULTS What to bring to the test Printed scenarios & tasks for participant Printed scenarios & tasks with success paths for facilitator Facilitator script Optional: List of pre-test and debrief questions Consent form (if needed) Pen + paper / recording tools Test setup checklist
  110. 110. FACILITATING A TEST & RECORDING RESULTS Setting up the test Reset the mobile app / site to the default settings Clear the test area of any open documents, written notes, etc. Prepare participant forms: scenarios, intro script, consent form Optional: Verify the recording equipment Optional: Make sure the brightness on the screen is reduced
  111. 111. EXERCISE 3 Usability Test Time: 40 minutes ‣ Every 8 minutes, swap one member of your group in exchange for a member from another group ‣ The ‘foreign’ member is the participant ‣ Start running through the test you’ve planned ‣ Everyone else in the group should be a facilitator and a note-taker at least once
  112. 112. EXERCISE 2 Show & Tell
  113. 113. Workshop schedule USABILITY TESTING 0 / Usability testing introduction 1 / What do we test: preparing a test plan 2 / Facilitating a usability test & recording results 3 / Analysing and presenting key learnings
  114. 114. ANALYSING & PRESENTING FINDINGS Recruit Participants Prepare a test plan USABILITY TEST STEPS 68 Test Analyse + iterate
  115. 115. ANALYSING & PRESENTING FINDINGS What to do with all the data? ‣ Identify changes with the biggest impact & smallest effort as a team ‣ Find the “low-hanging fruit” ‣ What has impact on the bottom line? ‣ Put everything else in the ice-box
  116. 116. ANALYSING & PRESENTING FINDINGS Identifying key findings High-priority: people fail, or abandon the task Medium: people succeed but are frustrated and unhappy Low: people would enjoy the app more if...
  117. 117. ANALYSING & PRESENTING FINDINGS Identifying key findings High-priority: people fail, or abandon the task Medium: people succeed but are frustrated and unhappy Low: people would enjoy the app more if... Tip: Work hard to prioritise the highest-impact items. You can’t fix everything.
  118. 118. ANALYSING & PRESENTING FINDINGS Presenting findings
  119. 119. ANALYSING & PRESENTING FINDINGS Presenting findings Interface screenshot here
  120. 120. ANALYSING & PRESENTING FINDINGS Presenting findings Task Interface screenshot here
  121. 121. ANALYSING & PRESENTING FINDINGS Presenting findings Task What we expected to happen Interface screenshot here
  122. 122. ANALYSING & PRESENTING FINDINGS Presenting findings Task What we expected to happen Interface screenshot here What really happened
  123. 123. ANALYSING & PRESENTING FINDINGS Presenting findings Task What we expected to happen Interface screenshot here What really happened What we can fix right now
  124. 124. EXERCISE 4 Identifying Key Findings Time: 15 mins ‣ As a group, debrief on each person’s notes ‣ Find 2 high, 2 medium, and 2 low-priority usability problems ‣ What will you fix first? Why? ‣ Jot down a quick summary of key findings to present to the larger group
  125. 125. EXERCISE 3 Show & Tell
  126. 126. SUMMARY & CONCLUSION Summary
  127. 127. SUMMARY & CONCLUSION Summary ‣ Match your test artifact to your scope
  128. 128. SUMMARY & CONCLUSION Summary ‣ Match your test artifact to your scope ‣ Plan realistic scenarios that don’t give away the test purpose
  129. 129. SUMMARY & CONCLUSION Summary ‣ Match your test artifact to your scope ‣ Plan realistic scenarios that don’t give away the test purpose ‣ Be encouraging and open to feedback
  130. 130. SUMMARY & CONCLUSION Summary ‣ Match your test artifact to your scope ‣ Plan realistic scenarios that don’t give away the test purpose ‣ Be encouraging and open to feedback ‣ Record only what’s needed
  131. 131. SUMMARY & CONCLUSION Summary ‣ Match your test artifact to your scope ‣ Plan realistic scenarios that don’t give away the test purpose ‣ Be encouraging and open to feedback ‣ Record only what’s needed ‣ Prioritise findings for maximum impact
  132. 132. SUMMARY & CONCLUSION DIY Usability Testing Steve Krug 76 Lean UX Jeff Gothelf DIVE IN MORE DEEPLY Remote Research Nate Bolt & Tony Tulathimutte
  133. 133. SUMMARY & CONCLUSION “ Any intelligent fool can make things bigger and more complex. It takes courage, and a touch of genius, to move in the opposite direction. – Albert Einstein A FINAL THOUGHT http://www.humanfactors.com/ROIposter.asp 77
  134. 134. INTRODUCTION Thank you! Jenny@futureworkshops.com www.grinblo.com Twitter: @grinblo 78

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