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2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION 1
SIMPLE USABILITY TESTING Ketut Sulistyawati / Dian Soraya
Somia Customer Experience www.somiaconsulting.com
“If you want to know whether your software.. is easy enough to use, watch some people while they try to use it and note where they run
into trouble. Then fix it, and test it again.”
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 2
WHAT IS USABILITY TESTING?
Author, “Don’t Make Me Think” and “Rocket Surgery Made Easy”
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 4
• Know a lot about the product/services
• Passionate about what you offer
• Familiar or have knowledge about the product
• Know little or nothing about your product
• Just want to get things done
• May use the product for the 1t time and have no ideas how the work
?
You ≠ User
WHY DO USABILITY TESTING?
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 5
A B A B
Sometimes you believe you know how the user would tap and swipe but in reality actual user may take unexpected path to find what are they looking for.
?
You ≠ User
EASY WHY DO USABILITY TESTING?
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• Reduce Costs
• Improve Effectiveness
• Increase Revenue
*Source: IEEE (Institute of Electrical and Electronics Engineers) http://spectrum.ieee.org/computing/software/why-software-fails/
TESTING ?? HMM..
The cost of fixing an error can be 100 times
as high as it would have been during the development stage *
WHY DO USABILITY TESTING?
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 8
Source: commons.wikimedia.org
WHAT CAN YOU TEST?
wayfinding
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Source: Flickr Source: Wikimedia
WHAT CAN YOU TEST?
Anything that involves user interaction
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 11
Anything that involves user interaction Source: Flickr
WHAT CAN YOU TEST?
HOW?
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Create scenario
Prepare what you want to
test recruit Run the
test analyze
EXERCISE
30 minutes
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 13
https://www.mcdelivery.co.id
1. Create scenario
2. Prepare the prototype to test
3. Recruit
4. Run the test
5. Analyze
1. CREATE SCENARIO
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 14
• Identify key tasks that users might use the product / service for and convert them into scenarios
• Avoid using direct names or interface related, as participants will just scan the screen for the word
“please login and manage your flight booking”
“you have bought a flight ticket for tomorrow, but you now need to change the flight date to next week. please find how you would do this”
Example:
Compare it with:
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 15
2. PREPARE WHAT YOU WANT TO TEST
Source: Amberlight.
What can you test? Paper
Prototype
Digital Prototype
Real Product
• pen (or pencil) and paper
• the quickest and the easiest way to start prototyping
• most often used during the early stages of a design cycle
• force users to focus on how they will use the system instead of what it will look like
Source: Smashing Magazine
LOW FIDELITY
• using computer-based tools such as visio, balsamiq, omnigraffle, axure
• take more time and effort but look more formal and refined
• while visual elements of branding, colors and style can be introduced, it is often avoided to focus on the behavior of the application
• interactivity can be simulated by linking pages or screens
Source: Smashing Magazine
MEDIUM FIDELITY
• the most realistic and are often mistaken for the final product
• usually more time and labor intensive
• appropriate when high visual and functional fidelity is required
Source: Smashing Magazine
HIGH FIDELITY
3. RECRUIT • Who to recruit?
• Ideal: the target users of your products / services • In a quick and dirty world: your co-workers, friends, family – who might be of close
resemblance to the target users
• How many participants? • Depend on the purpose of your study as well as your resources and timeline • 5 participants per target group will usually uncover most usability problems
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“The best results come from testing no more than 5 users and running as many small tests as you can afford.”
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Jakob Nielsen principal, Nielsen Norman Group
4. RUN THE TEST
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• Explain what’s going to happen • Assure them that there’s no right or wrong. We are interested in their real, honest, most
natural reaction.
• Think aloud – ask users to constantly verbalize what they are thinking, seeing, feeling, and doing while performing the task
• to help us understand “why” users took (or did not take) certain actions • Encourage, but don’t tell them how to do
• Probe when necessary
• Observe for non-verbal cues
HOW • Do test the site not the participants
• Do note participant’s success in completing each task
• Do ask open-ended follow up questions
• Do compensate participants
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 22
DO
HOW • Don’t give participants tasks that can not be completed
• Don’t guide participants
• Don’t answer questions until the end
• Don’t take it personally
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 23
Don’t
5. ANALYZE
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• List the usability issues that you observe
• Identify severity of issues
• Prioritize issues
• Come up with ideas to solve the issues
EXERCISE
30 minutes
6/10/14 2014 SOMIA CUSTOMER EXPERIENCE 25
http://citilink.co.id
1. Create scenario
2. Prepare the prototype to test
3. Recruit
4. Run the test
5. Analyze
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