Revealing the entire life-cycle of a corporate usability testing, from picking up the research topics and finding the right opportunity for a test, through the methodical preparations, and all the way to sharing the findings and actionizing the insights. The deck is in English. Deck is followed by the video recording in Hebrew. Boris Rudnik (CyberArk) UX Researcher, Behavioral Sciences BA, designing enterprise products' UX for more than a decade.

1. The “Rocket Science” of
Corporate Usability Testing
About Pop-Up Usability Evaluations
Boris Rudnik | UX Research

2. Rocket Science?
Don’t panic!

3. Why to research users?
To deliver a better product
by knowing your users’
motivations and needs
better product
knowing your users’

4. “Better”?
A product that people
love to use!love

5. “Love”?
feels simple to learn and operateFeels simple

6. Who am I?
• Behavioral Sciences - BA
• Enterprise Products - 20 years
• UX Design - 10 years
• UX Research - 2 years
• Usability – 100+ evaluations
Boris.Rudnik@CyberArk.com
UX Researcher

7. How to test at a customer event?
1. Usability pop-up lab
2. Research instruments
3. Participants
4. Timeframe

8. Usability Pop-Up Lab

9. Why pop-up a lab at customer event?
Because our users are there!

10. What should I have in a pop-up lab?
User’s working station mock

11. What should I have in the lab?

13. What should I have in the lab?

14. What should I have in a pop-up lab?
Provide detailed room requirements

15. What should I have in the lab?

16. Pop-Up UX Lab Equipment Checklist
 21-24” desktop PC display and HDMI/DisplayPort cord
 US English QWERTY USB keyboard and USB mouse
 Desktop microphone for PC audio-in jack
 At least 5 electricity sockets
 Stable Internet connection
 Rectangular desk, arranged as a workstation
 3 chairs, next to each other, in front of the PC display

17. What should I have in a pop-up lab?
Bring electricity adaptor and
socket splitter

18. Research Instruments

19. What are your research instruments?
 UI mockup or live environment
 User tasks script

20. What else do you need?
 Introduction and instructions
 Legal disclaimer
 Recording consent
 Background questionnaire
 Feedback survey

21. How to reduce findings subjectivity?
Define expected actions sequence
and prepare notes-taking template

22. Task Expectations Observations
1
Create Accounts’
Onboarding Rule
1. Enters Accounts view
2. Clicks “Create” button
2
Edit Account
Details
1. Finds Account by title
2. Opens Account Details
3. Changes properties
4. Saves changes
3
Notes-Taking Template with Expectations
Goes to Settings, looks
for Rules - Can’t find
As expected.
NB! Takes time to start
searching

23. Research Instruments Checklist
 Introduction and instructions
 Legal disclaimer and consent
 Background questionnaire
 Mockup / Demo
 User tasks script
 Notes-taking template
 Feedback survey

24. Participants

25. ParticipantModerator
Notes taker

26. ParticipantModerator
Mike, the microphone 
Notes taker

27. Timeframe

28. Prepare for the long journey…
Two months before Three months after

29. Two months before…
Ask for N UX team members to attend the event
Ask to book M meeting rooms through the event


30. One month before…
 Identify and prioritize UX research topics
 Allocate a UX owner for each topic
 Select research method and instrument
 

31. Two weeks before…
 Get agenda and timeline
 

32. Event Agenda and Timeline

33. Two weeks before…
 Get agenda and timeline
 Allocate research sessions
 

34. Research Sessions

35. Two weeks before…
 Get the final agenda and timeline
 Allocate research sessions
 Screen and invite attendees
 

36. Attendees List

37. How to screen prospective participants?
 Job title
 Owned products
 Subjects of interest

38. Attendees List

39. How to match participants to topics?
 Responsibilities
 Experience

40. Research Sessions

41. Two weeks before…
 Get the final agenda and timeline
 Allocate research sessions
 Screen and invite attendees
  

42. One week before…
 Dry-run 2-3 sessions for each topic
 Finalize research instruments
   

43. Finalize research instruments…
Dry-run 2-3 sessions for each topic!

44. Before you travel…
 Backup everything!
 Print what you can…
   

45. One day before…
 Visit the venue
 Test your equipment
    

46. Microphone doesn’t work!
Keep calm
and buy a
new one
* keep the receipt!

47. Between the sessions…
 Save recording and notes
 Reset research instruments
 Check your communications for updates…
    

48. As soon as you finish…
Document your observations, and
initial insights and conclusions

49. One week after…
Send a thank you note to your participants
   

50. Two weeks after…
Communicate detailed insights to your team
   

51. Three-four weeks after…
Communicate key findings to stakeholders
Prioritize and assign action items!
   

52. Two-three months after…
Follow up on the action items!
   

53. Summary

54. Pop-Up Testing advantages
 Eye contact with hands-on users
 Informal networking and attachment
 Positioning CyberArk as a user-centered company

55. Takeaways!
 Meet your users at customer events
 Use event preparation checklists and templates
 It takes time - start preparing early
 Something will brake. Backup everything
 ASAP - document and share your findings

56. Takeaways!
 Meet your users at customer events
 Use event preparation checklists and templates
 It takes time - start preparing early
 Something will brake. Backup everything
 ASAP - document and share your findings

57. Boris.Rudnik@CyberArk.com
UX Researcher