Usability Testing How To's - EventHandler, London Jan 22nd 2014

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Slides from my "Usability Testing How To's" workshop with Event Handler. http://www.eventhandler.co.uk/events/uxnightclass-usability2 Westminster Hub, London UK 22 January 2014 === Who is it for? This workshop is for those who want to create products that will be easy to use. Usability testing is an important part of the process of designing digital products, but it can often be overlooked due to time, money, and training constraints. In this workshop you'll learn how to test any product's usability without spending a large amount of time and money. And how to use what you've learned to improve the product. Who is it taught by? This workshop is being taught by Evgenia Grinblo @grinblo, User Experience Specialist at mobile agency, Future Workshops. Born in Siberia, Jenny freelanced and trained in ethnographic research in Israel and the USA, before bringing her talent to the UK. Her pet peeve is badly written error-messages and she has a growing collection of them. You'll find her speaking on empathy, UX, and other passions. What you'll learn An introduction to usability testing - what is it? Who should you test your product on? What do you test? How to facilitate a test and get reliable results How to manage data and act on your findings with your team Tools: Cheap, quick and effective testing tools for mobile and the web.

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  • USABILITY TESTING HOW TOs For small teams & little budgets Evgenia (Jenny) Grinblo & www.eventhandler.co.uk London, UK January 22, 2013 (This is Henrik)
  • USABILITY TESTING: INTRODUCTION 2 Hello, Im... ! Evgenia (Jenny) Grinblo User Experience Specialist Future Workshops, London ! !
  • USABILITY TESTING: INTRODUCTION 3 Our usability testing story ! ! Easy to use Simple Intuitive Clients ! ! ! Users For everyone For everyone !
  • USABILITY TESTING: INTRODUCTION And you ! Why are you here? ! ! 4
  • Workshop schedule USABILITY TESTING 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 TESTING: INTRODUCTION ! 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 ! WHAT TO EXPECT TODAY 6 A
  • USABILITY TESTING: INTRODUCTION ! Slides will be on SlideShare If you need to leave early, tell me now You dont need your laptops yet Questions welcome anytime ! ! HOUSEKEEPING ITEMS 7 A
  • USABILITY TESTING: INTRODUCTION What is usability testing & why do it? 8
  • USABILITY TESTING: INTRODUCTION 9 USER EXPERIENCE BUILDING BLOCKS http://www.ickr.com/photos/7855449@N02/2779597129 Diagram by David Armano
  • USABILITY TESTING: INTRODUCTION 10 USABILITY IS A MAJOR BUILDING BLOCK OF A GOOD EXPERIENCE http://www.ickr.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 www.youtube.com 11
  • USABILITY TESTING: INTRODUCTION NEEDING INSTRUCTIONS MEANS SOMETHING CAN BE MADE MORE SIMPLE 12
  • USABILITY TESTING: INTRODUCTION 2. EASY TO USE Doesnt make people feel stupid or inferior to the tool they are using. Helps them feel in control. www.errorwallofshame.tumblr.com 13
  • USABILITY TESTING: INTRODUCTION 3. ACCESSIBLE People of different abilities can use it 14
  • USABILITY TESTING: INTRODUCTION 15 A YOU CANT DIFFERENTIATE IF THE EXPERIENCE IS BROKEN
  • EVERYONE DEEPLY UNDERSTANDS THE USERS 16 67.45% (AVERAGE E-COMMERCE CART ABANDONMENT RATE) July 28, 2013 http://baymard.com/lists/cart-abandonment-rate
  • USABILITY TESTING: INTRODUCTION http://www.shopify.com/blog/8484093-why-online-retailers-are-losing-67-45-of-sales-and-what-to-do-about-it 17
  • USABILITY TESTING: INTRODUCTION http://www.shopify.com/blog/8484093-why-online-retailers-are-losing-67-45-of-sales-and-what-to-do-about-it 18
  • USABILITY TESTING: INTRODUCTION 19 A Analytics Survey Usability test (Impersonal) (Tricky) (Immediate, easy) WHERE TO FIND USABILITY PROBLEMS
  • USABILITY TESTING: INTRODUCTION 20 Behavioral vs. Self-reported Opportunity to ask why? Motivates teammates Removes designer bias Can be done on prototypes Can be cheap & quick USABILITY TESTING
  • USABILITY TESTING: INTRODUCTION WHAT HAPPENS IN A USABILITY TEST? Video: http://www.youtube.com/watch?v=QckIzHC99Xc 21
  • USABILITY TESTING: INTRODUCTION TEST YOUR IDEAS REGULARLY WITH REAL PEOPLE 22
  • USABILITY TESTING: INTRODUCTION Recruit Participants Prepare a test plan USABILITY TEST STEPS 23 Test Analyse + iterate
  • USABILITY TESTING: INTRODUCTION Anyone who hasnt seen the app Similar demographics to real users (whenever possible) WHO DO WE TEST WITH? 24
  • USABILITY TESTING: INTRODUCTION Friends, family, colleagues Social media followers Existing customers Streets and coee shops Recruitment agencies (
  • USABILITY TESTING: INTRODUCTION 26 Idea stage Denition stage Exploring Many ideas High-level Dream world Focusing Best ideas Rened Realistic WHEN DO WE TEST? AS EARLY AS POSSIBLE
  • USABILITY TESTING: INTRODUCTION DO USABILITY TESTING REGULARLY, WITH YOUR WHOLE TEAM 27
  • USABILITY TESTING: INTRODUCTION # OF TEAM MEMBERS EXPOSED TO USERS IS MORE IMPORTANT THAN # OF USERS http://www.uie.com/articles/user_exposure_hours/ 28
  • USABILITY TESTING: INTRODUCTION 29 SOMETIMES ITS HARD TO ACCEPT YOUR PRODUCT NEEDS HELP https://twitter.com/adrianhungate/status/391954628184915970
  • USABILITY TESTING: INTRODUCTION WHEN YOU SEE SOMEONE IN PAIN, YOU WANT TO HELP THEM http://www.ickr.com/photos/martin_mcdonald/371884786/ 30
  • USABILITY TESTING: INTRODUCTION ! 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. DANIEL Lead Developer, Future Workshops http://www.uie.com/articles/user_exposure_hours/ 31
  • USABILITY TESTING: INTRODUCTION 32 ! ... 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. DANIEL Lead Developer, Future Workshops http://www.uie.com/articles/user_exposure_hours/
  • USABILITY TESTING: INTRODUCTION 33 1. Highlights where our product isnt 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 ! IN SUMMARY: USABILITY TESTING BENEFITS
  • Time for a 5 minute break
  • Workshop schedule USABILITY TESTING 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
  • PREPARING A TEST PLAN To run a test, you need Some representation of your product Preferably interactive Doesnt have to be nished 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 were 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
  • PREPARING A TEST PLAN Wide (Generative) Narrow (Validating) SET THE SCOPE 3 A8 WHY will people use this product? HOW do these people use this product?
  • PREPARING A TEST PLAN Wide (Generative) 3 A9 Explore How is the value proposition of this tool t in with peoples lives Conrm/iterate Observing what people do with this tool, in their own environment Narrow (Validating) SET THE SCOPE Validate How do people perform specic task with this tool?
  • PREPARING A TEST PLAN Wide (Generative) First... 4 A0 Explore How is the value proposition of this tool t in with peoples lives Conrm/iterate Observing what people do with this tool, in their own environment Narrow (Validating) SET THE SCOPE Validate How do people perform specic task with this tool?
  • PREPARING A TEST PLAN 41 Ready? FIRST IMPRESSIONS: THE 5 SECOND TEST
  • 42
  • 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? ! 5 SECOND TEST QUESTIONS 4 A3
  • PREPARING A TEST PLAN Wide (Generative) 4 A4 Explore How is the value proposition of this tool t in with peoples lives Now... Conrm/iterate Observing what people do with this tool, in their own environment Narrow (Validating) SET THE SCOPE Validate How do people perform specic task with this tool?
  • PREPARING A TEST PLAN Recruit Participants 45 Prepare a test plan Test Analyse + iterate PREPARING A DETAILED USABILITY TEST
  • USABILITY TESTING: INTRODUCTION THE MORE DETAILED YOUR ARTIFACT, THE MORE DETAILED THE FEEDBACK 46
  • EXERCISE 1 Choose a product to test Time: 10 minutes We are going to validate an existing, nished 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)
  • EXERCISE 3 Show & Tell
  • PREPARING A TEST PLAN Test plan ! Tasks: What are we testing? Why? Success Paths: What do we expect to happen? Scenarios: How can we nd out if our expectation is true?
  • // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO ! Set up the motivation What we are testing TASK // SCENARIO TASK // SCENARIO Motivation to do the task + instructions ! // INFO (passwords, etc) ! // INFO (passwords, etc) ! Information necessary for the task // SUCCESS PATH ! What we want/expect the user to do ! // SUCCESS PATH !
  • // TEST PLAN FOR: // GROUP: // PART: // GENERAL SCENARIO ! 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. TASK Text note TASK // SCENARIO Share a note via e-mail // SCENARIO You need to remember what to buy. Use the app to make a shopping list ! you can take to the supermarket. 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. // INFORMATION // INFORMATION ! Print-out of a recipe from the internet // SUCCESS PATH Dont show this to the participant! ! Create a text note and make a bulleted list of ingredients ! Jennys email: jenny@futureworkshops.com // SUCCESS PATH ! E-mail a note to a friend using swipe to share
  • 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, lter) Scenarios can have steps (e.g., nd a recipe and add it to your collection) Escalate the diculty as the test progresses
  • EXERCISE 2 Test Plan Time: 20 mins Dene 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 specic tasks Run through the test once
  • Workshop schedule USABILITY TESTING 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
  • FACILITATING A TEST & RECORDING RESULTS Recruit Participants Prepare a test plan USABILITY TEST STEPS 56 Test Analyse + iterate
  • FACILITATING A TEST & RECORDING RESULTS Facilitating Practice staying quiet Remind the participant to speak out loud Dont 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. Plea...