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Usability Testing - Top Tips for UX Designers

28 October, 2013
“I'm gonna be the man
who's havering to you.”
The Proclaimers
Me and
Skyscanner
Me

Usability specialist
10 years in usability research
6 years in consultancy
Used to write a blog (goodusability.co.uk)
Took a „proper job‟ this year
BBC, British Museum, Schuh, Covestor, Share Centre,
lots of big banks (please don‟t hate me) etc. etc.
Skyscanner

Europe‟s most popular flight comparison website
60m+ sessions per month (site and apps)
25m+ app downloads
70 currencies and over 30 languages
Also cover hotels and car hire
Over 250 employees and growing very very fast

…and we‟re hiring UX people
www.skyscanner.net/jobs
What I do at Skyscanner

1. Usability testing
Design iterations
Live website and apps
International testing (not me yet)
2. Research
Travel planning needs and behaviour
Bury my head in analytics
3. Annoy everyone with my opinions
Our approach
to usability
testing
About Skyscanner

Little and often
Use meeting rooms (sometimes coffee shops) not labs
Around 6 participants per study (always target users)
Mostly use interview-based tasks
Promote observation over reports
Top tips
Usability testing - top tips

Doing something is
better than doing
nothing
Usability testing - top tips

There‟s no one best way
of doing usability testing
You‟re always sacrificing something
Usability testing - top tips

Empathy isn’t a
science
Usability testing - top tips

Remember: You‟re not
like real people
Usability testing - top tips

Every design is broken
Yours isn‟t going to “pass”
Usability testing - top tips

Comparing A to B?
Get ready to make Design C
Usability testing - top tips

Test the clarity of
information
Bad
“Is this information clear?”
Good
“Tell me about this flight so I know the information is clear”
Usability testing - top tips

A prototype gallows
has to have rope
Usability testing - top tips

Don‟t stop testing at the
prototype stage
Usability testing - top tips

Some issues are best
ignored
Usability testing - top tips

Is that even a word?

Humanise observers
“Dave‟s going to watch in another room”
Usability testing - top tips

Learn your script
then stop reading it
Usability testing - top tips

Distance yourself from
the design
Usability testing - top tips

Don’t aim to prove
anything
Usability testing - top tips

Test tasks not features
Go back to unused features at the end of the
task/session
Usability testing - top tips

Make the designer watch
..and all the people who make
design decisions
Image: PoliceLifestyle.com
Usability testing - top tips

Keep it realistic……but
remember, it‟s
not real
Usability testing - top tips

Don’t exhaust your
empathy
Small studies, short sessions, frontload your day
Usability testing - top tips

Task 1 is most precious
Usability testing - top tips

Find the balance
Clear but leading task
instructions

Not leading but vague and
confusing
Usability testing - top tips

Put words in their
mouth
…when they don‟t have their own
Usability testing - top tips

Avoid conveniently
timed prompts
“Now pretend you‟re bringing three children with
you”
Usability testing - top tips

Give the participant a
punty
Usability testing - top tips

Take few notes
Watch instead
Usability testing - top tips

Write pretend notes
Make a „Stuff to ignore‟ section but don‟t write
that on it
Usability testing - top tips

Make tasks very specific
Even when you don‟t need them to be

“Choose a destination, it doesn‟t matter where”

This is bad
Be human
Relax and make miskates

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