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USABILITY TESTING HOW TO’sFor small teams & little budgets
Evgenia (Jenny) Grinblo & www.eventhandler.co.uk London, UK January 22, 2013 (This is Henrik)
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USABILITY TESTING: INTRODUCTION
Hello, I’m... !
Evgenia (Jenny) Grinblo User Experience Specialist Future Workshops, London !
!
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USABILITY TESTING: INTRODUCTION
Our usability testing story… !
!Intuitive
“For everyone”
Easy to use Simple
“For everyone”
Clients !!
Users !!
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USABILITY TESTING: INTRODUCTION
And you… !
Why are you here? !
!
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
USABILITY TESTINGWorkshop schedule
USABILITY TESTING: INTRODUCTION
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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
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WHAT TO EXPECT TODAY
USABILITY TESTING: INTRODUCTION
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✓ Slides will be on SlideShare
✓ If you need to leave early, tell me now
✓ You don’t need your laptops yet
✓ Questions welcome anytime
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!
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HOUSEKEEPING ITEMS
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What is usability testing & why do it?
USABILITY TESTING: INTRODUCTION
USER EXPERIENCE BUILDING BLOCKS
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http://www.flickr.com/photos/7855449@N02/2779597129 Diagram by David Armano
USABILITY TESTING: INTRODUCTION
USABILITY IS A MAJOR BUILDING BLOCK OF A GOOD EXPERIENCE
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http://www.flickr.com/photos/7855449@N02/2779597129 Diagram by David Armano
USABILITY TESTING: INTRODUCTION
1. INTUITIVE (n.) Using what one feels to be true without conscious reasoning
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www.youtube.com
USABILITY TESTING: INTRODUCTION
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NEEDING INSTRUCTIONS MEANS SOMETHING CAN BE MADE MORE SIMPLE
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.
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USABILITY TESTING: INTRODUCTION
www.errorwallofshame.tumblr.com
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USABILITY TESTING: INTRODUCTION
3. ACCESSIBLE People of different abilities can use it
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YOU CAN’T DIFFERENTIATE IF THE EXPERIENCE IS BROKEN
USABILITY TESTING: INTRODUCTION
67.45% (AVERAGE E-COMMERCE CART ABANDONMENT RATE)
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EVERYONE DEEPLY UNDERSTANDS THE USERS
http://baymard.com/lists/cart-abandonment-rate
July 28, 2013
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http://www.shopify.com/blog/8484093-why-online-retailers-are-losing-67-45-of-sales-and-what-to-do-about-it
USABILITY TESTING: INTRODUCTION
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http://www.shopify.com/blog/8484093-why-online-retailers-are-losing-67-45-of-sales-and-what-to-do-about-it
USABILITY TESTING: INTRODUCTION
WHERE TO FIND USABILITY PROBLEMS
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Analytics (Impersonal)
Survey (Tricky)
Usability test (Immediate, easy)
USABILITY TESTING: INTRODUCTION
USABILITY TESTING
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USABILITY TESTING: INTRODUCTION
• Behavioral vs. Self-reported • Opportunity to ask “why?” • Motivates teammates • Removes “designer bias” • Can be done on prototypes • Can be cheap & quick
WHAT HAPPENS IN A USABILITY TEST?
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USABILITY TESTING: INTRODUCTION
Video: http://www.youtube.com/watch?v=QckIzHC99Xc
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TEST YOUR IDEAS REGULARLY WITH REAL PEOPLE
USABILITY TESTING: INTRODUCTION
USABILITY TEST STEPS
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USABILITY TESTING: INTRODUCTION
Recruit Participants
Prepare a test plan Test Analyse +
iterate
WHO DO WE TEST WITH?
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USABILITY TESTING: INTRODUCTION
‣ Anyone who hasn’t seen the app
‣ Similar demographics to real users (whenever possible)
WHERE DO WE FIND PARTICIPANTS?
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USABILITY TESTING: INTRODUCTION
‣ Friends, family, colleagues
‣ Social media followers
‣ Existing customers
‣ Streets and coffee shops
‣ Recruitment agencies (<expensive!)
WHEN DO WE TEST? AS EARLY AS POSSIBLE
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USABILITY TESTING: INTRODUCTION
Idea stage Definition stageExploring FocusingMany ideasHigh-level“Dream world”
Best ideasRefinedRealistic
DO USABILITY TESTING REGULARLY, WITH YOUR WHOLE TEAM
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USABILITY TESTING: INTRODUCTION
# OF TEAM MEMBERS EXPOSED TO USERS IS MORE IMPORTANT THAN # OF USERS
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http://www.uie.com/articles/user_exposure_hours/
USABILITY TESTING: INTRODUCTION
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USABILITY TESTING: INTRODUCTION
SOMETIMES IT’S HARD TO ACCEPT YOUR PRODUCT NEEDS HELP https://twitter.com/adrianhungate/status/391954628184915970
WHEN YOU SEE SOMEONE IN PAIN, YOU WANT TO HELP THEM
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http://www.flickr.com/photos/martin_mcdonald/371884786/
USABILITY TESTING: INTRODUCTION
— DANIEL Lead Developer, Future Workshops
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“!
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.
http://www.uie.com/articles/user_exposure_hours/
USABILITY TESTING: INTRODUCTION
— DANIEL Lead Developer, Future Workshops
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... 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.
http://www.uie.com/articles/user_exposure_hours/
USABILITY TESTING: INTRODUCTION
IN SUMMARY: USABILITY TESTING BENEFITS
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USABILITY TESTING: INTRODUCTION
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
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5 minute breakTime for a
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
USABILITY TESTINGWorkshop schedule
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
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
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PREPARING A TEST PLAN
Wide (Generative)
Narrow (Validating)
WHY will people use this product?
SET THE SCOPE
HOW do these people use this product?
SET THE SCOPE
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PREPARING A TEST PLAN
Wide (Generative)
Narrow (Validating)
Explore How is the value proposition of this tool fit in with people’s lives
Validate How do people perform specific task with this tool?
Confirm/iterate Observing what people do with this tool, in their own environment
SET THE SCOPE
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PREPARING A TEST PLAN
Wide (Generative)
Narrow (Validating)
Explore How is the value proposition of this tool fit in with people’s lives
Validate How do people perform specific task with this tool?
Confirm/iterate Observing what people do with this tool, in their own environment
First...
FIRST IMPRESSIONS: THE 5 SECOND TEST
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PREPARING A TEST PLAN
Ready?
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5 SECOND TEST QUESTIONS
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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?
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SET THE SCOPE
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PREPARING A TEST PLAN
Wide (Generative)
Narrow (Validating)
Explore How is the value proposition of this tool fit in with people’s lives
Validate How do people perform specific task with this tool?
Confirm/iterate Observing what people do with this tool, in their own environment
Now...
PREPARING A DETAILED USABILITY TEST
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PREPARING A TEST PLAN
Recruit Participants
Prepare a test plan Test Analyse +
iterate
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THE MORE DETAILED YOUR ARTIFACT, THE MORE DETAILED THE FEEDBACK
USABILITY TESTING: INTRODUCTION
Choose a product to testTime: 10 minutes
EXERCISE 1
‣ 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)
Show & Tell
EXERCISE 3
PREPARING A TEST PLAN
Test plan!
‣ Tasks: What are we testing? Why?
‣ Success Paths: What do we expect to happen?
‣ Scenarios: How can we find out if our expectation is true?
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// SUCCESS PATH
// TEST PLAN FOR: // PART:// GROUP:
TASK
!
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// SCENARIO
// GENERAL SCENARIO
// INFO (passwords, etc)
!// SUCCESS PATH
TASK
!
!
// SCENARIO
// INFO (passwords, etc)
Set up the motivation
What we are testing
What we want/expect the user to do
Motivation to do the task + instructions
Information necessary for the task
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// SUCCESS PATH
// TEST PLAN FOR: // PART:// GROUP:
TASK
!
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// SCENARIO
// GENERAL SCENARIO
// INFORMATION
!// SUCCESS PATH
TASK
!
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// SCENARIO
// INFORMATION
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.
You need to remember what to buy. Use the app to make a shopping list you can take to the supermarket.
Print-out of a recipe from the internet
Create a text note and make a bulleted list of ingredients
E-mail a note to a friend using swipe to share
Text note Share a note via e-mail
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.
Jenny’s email: jenny@futureworkshops.comDon’t show this to
the participant!
PREPARING A TEST PLAN
Scenario Structure!
‣ Your character
‣ Your motivation
‣ What you need to do
‣ Any details like login information, etc
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
Test PlanTime: 20 mins
EXERCISE 2
‣ 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
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
USABILITY TESTINGWorkshop schedule
USABILITY TEST STEPS
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FACILITATING A TEST & RECORDING RESULTS
Recruit Participants
Prepare a test plan Test Analyse +
iterate
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)
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."
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."
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."
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."
FACILITATING A TEST & RECORDING RESULTS
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People will feel stupid. Make them feel at ease.
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
FACILITATING A TEST & RECORDING RESULTS
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Note-taking brings down 2 barriers to testing: time & equipment
(But I’ll give you some tips on recording later!)
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
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
!!
FACILITATING A TEST & RECORDING RESULTS
What to bring to the testPrinted 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
FACILITATING A TEST & RECORDING RESULTS
Setting up the testReset 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
FACILITATING A TEST & RECORDING RESULTS
Usability TestTime: 40 minutes
EXERCISE 3
‣ 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
Show & Tell
EXERCISE 2
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
USABILITY TESTINGWorkshop schedule
USABILITY TEST STEPS
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ANALYSING & PRESENTING FINDINGS
Recruit Participants
Prepare a test plan Test Analyse +
iterate
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
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.
ANALYSING & PRESENTING FINDINGS
Presenting findingsANALYSING & PRESENTING FINDINGS
Presenting findingsANALYSING & PRESENTING FINDINGS
Interface screenshot here
Task
What we expected to happen
What really happened
What we can fix right now
Identifying Key FindingsTime: 15 mins
EXERCISE 4
‣ 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
Show & Tell
EXERCISE 3
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
SUMMARY & CONCLUSION
Remember this?
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http://www.flickr.com/photos/7855449@N02/2779597129 Diagram by David Armano
SUMMARY & CONCLUSION
Usability is only one partSUMMARY & CONCLUSION
Building a product isn’t just about usability:
‣ Business goals
‣ Usefulness & desirability
‣ Differentiation
‣ Vision of the future
… But it’s a great start!
Usability is only one part SUMMARY & CONCLUSION
Translate user research into user
tasks
Plan the journey to accomplish
each task
Create interfaces to support that
journey
Match the vision with real-world
behavior
Test how real people use our
interfaces
Create a vision of our offering to
people
Iterate and simplify those
interfaces
DIVE IN MORE DEEPLY
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Remote Research Nate Bolt & Tony
Tulathimutte
DIY Usability Testing
Steve Krug
Lean UX Jeff Gothelf
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SUMMARY & CONCLUSION
“
http://www.humanfactors.com/ROIposter.asp
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
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A FINAL THOUGHT
SUMMARY & CONCLUSION
INTRODUCTION
Thank you! Jenny@futureworkshops.com www.grinblo.com Twitter: @grinblo !
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