TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 1

If the users can’t use it,it doesn’t work

TestCon 2018 Rolf Molich

DialogDesign

Denmark

Vejle Station, DK, track 6, Saturday morning 23-02-2013

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 2

V d d t t t d d

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 3

The passenger explained that because of the bright, red ring he was totally convinced that this was the emergency brake.

He explained that in a situation like this you don’t read text, you act.

He did not notice the real emergency brake handle. After the incident, the emergency brake handle was pointed out to him.

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 4

Are the train’s systemsworking according to

specifications ?Yes!

Is there a problem?Yes!

This is a usability problem

Rolf Molich, DialogDesign

► Independent usability consultant, DialogDesign, www.DialogDesign.dk, Denmark. Since 1993

► Education: MSc in Software Engineering, 1974

► Invented the heuristic evaluation method in 1990 with Jakob Nielsen

► Comparative Usability Evaluation (CUE) studies 1998 - ...

► UXPA-I Lifetime Achievement Award 2014 for the CUE-studies

► Passionate about UX certification: www.uxqb.org

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 5

cabbage> Sorry, the password must be more than 8 characters.

boiledcabbage> Sorry, the password must contain 1 numerical character.

1 boiled cabbage> Sorry, the password cannot have blank spaces.

50frackingboiledcabbages> Sorry, the password must contain at least one upper case character.

50FRACKINGboiledcabbages> Sorry, the password cannot use more than one upper case character consecutively.

50FrackingBoiledCabbagesShovedUpYourArse.IfYouDon’tGiveMeAccessImmediately> Sorry, the password cannot contain punctuation.

NowIAmGettingReallyPissedOff50FrackingBoiledCabbagesShovedUpYourArseIfYouDontGiveMeAccessImmediately>Sorry, that password is already in use.

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 6

If the users can’t use it,

it doesn’t work-- Susan Dray

Credo 1

12

I want a carousel on the home page

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 7

HiPPO = Highest Paid Person’s Opinion

Data is important

Opinionsare unimportant

Credo 2

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 8

Users: Pests with requests.

-- Anonymous

Users: Those things that

make it possible for us to pay you.

-- Matthew Oliphant

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 9

Usability

The extent to which an interactive system can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfactionin a specified context of use.

Or, perhaps slightly simpler:

► Can the product do what *I* want?

► Can it do what I want, fast?

► Is the product pleasant to use?

An alternative definition of usability

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 10

Quiz

Judging from the home page of Arngren.net, is this website usable?

A. Yes, it is usable

B. It depends ...

C. There is insufficient information to answer the question

D. No, it is not usable

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 11

Usability test

A usability evaluation that involves representative users performing specific tasks with the interactive system to enable identification and analysis of usability problems, or the measurement of effectiveness, efficiency, and user satisfaction.

A usability test consists of a number of usability test sessions. In each session, a usability test participant attempts to carry out representative usability test tasks using the interactive system or a prototype of the interactive system.

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 12

Usability test: The ”think-aloud” method

Usability test: The ”think-aloud” method

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 13

The core of a usability test

► In a usability test, test participants solve realistic tasks with as little help from the moderator as possible.

► We are not showing test participants how to solve tasks.

► We are not interested in test participants’ opinions. We want to know whether they can solve the tasks we give them.

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 14

Sample usability test tasks for Ryanair’s website

► Book a one-way flight with Ryanair from London to Copenhagen on May 1.

► Find out how much cabin baggage you can bring on the flight from London to Copenhagen

► You can’t fly on May 1 after all. Change the date of the booking to May 3.

Quiz

Which one of the following is a valid usability test task for Ryanair’s website for travellers?

A. Look around on Ryanair’s website. Is it easy to use?

B. Is Ryanair’s price for a return flight from London to Madrid on July 9 reasonable?

C. Find out how long before departure you have to be at the gate.

D. Find Ryanair’s most recent press release.

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 15

Usability test: The ”think-aloud” method

REPORT THE RESULTSPREPARE FOR THE USABILITY TEST

Write a usability test planWrite the usability test script

> Include usability test tasksRecruit test participants

CONDUCT THE USABILITY TEST SESSIONS

Briefing: “We are not testing you!”Pre-session interviewSolve usability test tasksPost-session interview

Write the usability test reportCommunicate the usability findings

Usability test of a prototype

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 16

“Paper Prototyping Training Video” by Nielsen Norman Group, www.nngroup.com

The human-centred software development cycle

ANALYSIS: UNDERSTAND AND SPECIFY THE CONTEXT OF USE

SPECIFY THE USER REQUIREMENTS

PRODUCE DESIGN SOLUTIONS TO MEET USER REQUIREMENTS

USABILITY TEST THE DESIGNS AGAINST USER REQUIREMENTS

PLAN THE HUMAN-CENTERED DESIGN PROCESS

DESIGN SOLUTION MEETS USER REQUIREMENTS

TestCon 2018, Moscow: If the users can’t use it, it doesn’t work

Slides Copyright 2018 Rolf Molich, page 17

If you want to know more ...

► CPUX-F curriculum: Usability explained in 60 pagesCertification and free quiz questions that allow you to check your understanding are availableAvailable at no cost from UXQB: uxqb.org/en/documents/

► CPUX-UT curriculum: Usability testing explained in 60 pagesCertification and free quiz questions that allow you to check your understanding are availableAvailable at no cost from UXQB: uxqb.org/en/documents/

► CTFL Usability Tester curriculum: Usability testing explained in 60 pagesCertification and free quiz questions that allow you to check your understanding are availableAvailable at no cost from GTB/ISTQB: www.german-testing-board.info/lehrplaene/istqbr-certified-tester-schema/lehrplaene/

► Steve Krug: Rocket surgery made easy (book)

► Carol Barnum: Usability testing essentials (book)

Summary

► Usability: Can the product do what *I* want? Can it do what I want fast? Is the product pleasant to use?

► Discussions about usability should be based on real user data, not opinions

► You can get real user data from usability tests

► In a usability test, representative users solve representative taskswhile they are being observed by a neutral moderator

► Usability test Prepare the usability test Conduct usability test sessions Report the results

Voting system: Shakespeak.com