1. The document outlines a 5-step process for conducting usability testing: prepare, write tasks, prepare materials, test, and note issues and make changes. 2. It provides examples of how to write clear and focused tasks for testing, prepare session materials like slides and note templates, and conduct the testing session with observers. 3. Resources for further reading on usability testing techniques and guides are listed at the end.

1. Test for Success:
5 Steps to Usability Testing
​ Missy Longshore Steve Fadden
​ Longshore Consulting Salesforce
​ missy@longshoreconsulting.com sfadden@salesforce.com
​ @mflongshore @sfadden
​

2. Missy Longshore
Principal Consultant, Longshore Consulting

3. Steve Fadden, Ph.D.
Lead User Researcher, Salesforce
Lecturer, UC Berkeley School of Information

4. What is Usability Testing?
​ An opportunity!
A process where users
perform tasks to see how
well they can achieve their
goals in terms of
effectiveness, efficiency
and satisfaction.
Ultimate Goal:
Adoption

5. How to Do Usability Testing
1. Prepare
2. Write tasks
3. Prep materials
4. Test!
5. Log issues, make changes,
repeat!

6. ​ Sample schedule
​ Sample email
​ Hi Paul,
​ Thanks for agreeing to do a usability test on Wednesday
at 10am!
​ Please call in using your phone for best call quality, and
join the meeting 5 minutes early to be sure Go to
Meeting is working properly. Please use the desktop
version of GTM if possible - look for it in your start menu
or in your system tray - it's an orange flower icon. You
can right click, select 'Join', and enter the Meeting ID
shown below (or check out this document, p. 43, to
download GTM for your PC or Mac).
​ Also, by the time the meeting starts, please be sure to:
​ 1. Have these slides open in another tab in your
browser for easy reference (no need to review in
advance)
​ 2. Be logged into Salesforce.
​ Thanks!
1. Prepare
​ Focus on logistics

7. Task Area Task
Flow Use the ‘Quick Account’ tab to
create a new Account.
Security Try to delete the contact ‘Jack
Rogers’
Workflows Escalate a case
Focus on testing goals; test with your own team members
2. Write Tasks

8. ​ Good Usability Testing Technique Example
​ Task:
• For this exercise, assume your job role is a system administrator
• Please post a snapshot of the dashboard ‘Sales & Marketing Adoption’ to the
Chatter feed.
Usability Testing Example

9. Slides with login info:
http://bit.ly/DF15usabilitySlidesTemplate
Note taking shell:
http://bit.ly/DF15usabilityShell
Issue log:
http://bit.ly/DF15usabilityIssues
​ Make it easy for your participants to focus on the task at hand
3. Prep session materials

10. 4. Test!
Script Me at my desk User at their desk Other observers at their desks
​ Don’t be afraid, just try it!

11. Bad Usability Testing Example
Task:
• Please escalate the case filed by Ashley James.
Usability Testing Example

12. Note issues Discuss, decide, and make changes in
Salesforce
Repeat!
​ Implementing changes enhances your momentum
5. Note issues, make changes, repeat!

13. ​ Attend this Dreamforce Session: Usability Ninja Series: Usability Tips & Tricks (2): Thursday,
Sept. 17, 12:30-1:10pm, Hilton Union Square, Continental Parlor 5
​ Web Site: Usability Testing, U.S. Department of Health & Human Services:
http://www.usability.gov/how-to-and-tools/methods/usability-testing.html
​ http://www.usability.gov/
​ Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests (2008) by
Jeffrey Rubin
​ A Practical Guide to Usability Testing (1999) by J. Dumas and J. Redish
Resources

14. Thank you