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Why keep it to yourself? Teaching everyone on the team to do usability testing
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Transcript of Why keep it to yourself? Teaching everyone on the team to do usability testing
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Why keep it to yourself?Getting everyone on the team to do usability testing
Dana ChisnellIA Summit 2010
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Data GutInfluence = +
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Influence = Data < Gut
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Influence = Data x Gut
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Influence = Data^Gut
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Throughput is a problem.
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Influencing design decisions
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Not either/or
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Do it together
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Yay!
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Give up control (you don’t have it, anyway)
Get the team to value data over gut
Research by lots of amateurs produces better results
Otherwise, you’ll burn out
Coach and advise instead
Work on more interesting, harder questions
Influencing design decisions
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Yay!
Improving the Gut
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Tasks
Moderating
Analysis
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Tasks: Seeing through the users’ eyes
Help each team member think of a user scenario they care about
Act out the scenario as the user
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App: Church social network ✤ Roles:
✤ Senior Pastor
✤ Social Networking Pastor
✤ Volunteer
✤ Lay Leader
✤ Member
✤ First time visitor
✤ Administrative Assistant
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✤ App: Organizing students to help homebound people vote
✤ User roles:
✤ Student
✤ Voter
✤ Organizer
✤ Trainer
✤ Scheduler
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What happened?
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Task scenarios set the scene, give context
You want to create realistic and relatable stories
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Moderating: Active presence
Role play practice (in dry runs)
Video of the moderator
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Moderating, not training
Impartial, unbiased observing
No teaching!
Listen and watch
Ask open-ended questions: Why? How? What?
Correct and train at the end
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Good listenerExcellent memory Develops rapport, empathetic
Quick learner
Who should moderate?
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Planning, managing data, producing reports
Scientist
Echoing with play-by-playMaximizing flow of information to observers
Sportscaster
Ensuring the safety and comfort of the participant
Flight attendant
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Joan Dorsey, American Airlines: http://aviationblog.dallasnews.com/archives/aviation-historytrivia/
John Madden, http://www.forbes.com/2008/01/28/television-sports-madden-biz-sports-cx_lh_0128broadcasters_slide_3.html?thisSpeed=15000
Marie Curie, Smithsonian Institution http://photography.si.edu/SearchImage.aspx?t=5&id=3523&q=SIL14-C6-05
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Moderators: Run the session
Observers: Note behaviors and quotes
Participant: Do what you normally would do, try to think aloud
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What to look for
Hesitating
Comments
Questions
Body language
Behaviors
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Technique
Think aloud - ask:
“Tell me what you’re doing”
“Tell me what you’re thinking”
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Review at end - ask:
“Walk me through what you did”
“How’d that go?” Use the ballot as a guide for the discussion
“What was confusing or frustrating?”
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Review
✤ Participant: What was it like?
✤ Observers: What did you see?
✤ Moderators: What questions do you have?
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Mid-session reminders
“You are not being tested”
“That’s useful feedback, thank you”
“Please tell me what you’re thinking”
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Meanwhile, you track time and tasks remaining in the session
Don’t be afraid to move on if something is taking too long
Decide ahead what is low priority or optional
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Narration
Don’t be afraid to interact
Say what you are observing - don’t interpret
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Examples:
“I see you just clicked on the Zit button.”
“Sorry, I didn’t catch that. Would you say that again?”
“That really, really stinks? Could you say what about it stinks?”
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Maximizing data
✤ If the participant says “hmmm” or “oops” or “I wonder...”Say: “What questions do you have right now?”
✤ If the participant is silent for 10 - 20 seconds (count!) Say: “What are you thinking?”
✤ If the participant stops because she thinks she’s done or she’s stuck- Summarize what you saw her do - Ask what she will do next
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Analysis: Structured discussion
Tell stories
KJ - to set priorities
Guess the reason - to exercise inference-making
Observation-inference-opinion-theory
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KJ Analysis
reach consensus from subjective data
similar to affinity diagramming
invented by Jiro Kawakita
objective, quick
8 simple steps
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1. Focus questionWhat needs to be fixed in Product X to improve the user experience?(observations, data)
What obstacles do teams face in implementing UE practices? (opinion)
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2. Organize the groupCall together everyone concerned
For user research, only those who observed
Typically takes an hour
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3. Put opinions or data on notesFor a usability test, ask for observations
(not inferences, not opinion)
No discussion
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4. Put notes on a wallRandom
Read others’
Add items
No discussion
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5. Group similar items In another part of the room
Start with 2 items that seem like they belong together
Place them together, one below the other
Move all stickies
Review and move among groups
Every item in a group
No discussion
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6. Name each groupUse a different color
Each person gives each group a name
Names must be noun clusters
Split groups
Join groups
Everyone must give every group a name
No discussion
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7. Vote for the most important groupsDemocratic sharing of opinions
Independent of influence or coercion
Each person writes their top 3
Rank the choices from most to least important
Record votes on the group sticky
No discussion
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8. Rank the groupsPull notes with votes
Order by the number of votes
Read off the groups
Discuss combining groups
Agreement must be unanimous
Add combined groups’ votes together
Stop at 3-5 clear top priorities
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Observations to directionQuantifying subjective data in 4 easy steps
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Observations
Sources:
usability testing
user research
sales feedback
support calls and emails
training
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What you saw
What you heard
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Inferences
Judgements
Conclusions
Guesses
Intuition
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Opinions
Review the inferences
What are the causes?
How likely is this inference to be the cause?
How often did the observation happen?
Are there any patterns in what kinds of users had issues?
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Direction
What’s the evidence for a design change?
What does the strength of the cause suggest about a solution?
Test theories
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Resistance from the team
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I don’t have time
It’s not my job
I don’t know how
What if I screw up
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Resistance is futile.
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Resistance from the team
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Exchange time in meetings for time with users
It will make you better at your job
I’ll help you learn
You won’t; it doesn’t matter
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Stop pouting.
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Yep, you’re qualified and they aren’t.
Go peddle your fish.
Haven’t you wanted more visibility?
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A lot of sloppy data is better than a little excellent data
Trust your team to be delegated to
Shift your mindset from your butt to their Gut
Improving the Gut
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U
-+ Desktop
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UsersData
X?
Y?
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Recommendations
Direction
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This?
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Or this?
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Dev I A D DevUIX
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Why keep it to yourself?
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Where to learn more
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Dana’s blog: http://usabilitytestinghowto.blogspot.com/
Download templates, examples, and links to other resources from www.wiley.com/go/usabilitytesting