8 Guidelines For Usability
Testing
by:
Tim Fidgeon
In professional web design circles, the
usability testing session has become an
essential component of any major project.
Similar to focus groups in brand development
and product launches, usability testing offers
a rare opportunity to receive feedback from
the very people the website is aimed at -
before it's too late to do anything about it.
But how can you get the most from these
usability testing sessions?
1. Choosing Your Subjects
As with any market research project, the
results will only be as good as the people you
test. Do not test people from your own
company, or friends and family. Go to a market
research firm or temp agency and ask them to
source participants to a certain profile. Make
sure the market research firm does not provide
the name of the company or any other details
that will cloud the judgement of the
participants.
2. Before The Usability Testing
As with everything in life, first
impressions are vital. Each participant must
be put at ease. Remember, the usability
testing session is often an extremely
artificial environment and, for the most
beneficial and informative results, we want
them to behave as if they were using the site
at home or work.
Provide clear instructions on how to get to
the usability testing location, and if
necessary meet the participants at local
stations. Do not use terms such as ‘usability
testing’ or ‘market research’, as these can
confuse and put people on edge. Also, ensure
that participants know how long the usability
testing will take, and the type of tasks they
will be expected to perform.
After the initial greeting and welcoming
drinks, there are always legal forms that must
be signed. It is essential that these are
written in plain English, and are as short as
possible. The last thing any nervous usability
testing subject wants is to be given a
contract that looks like they're signing their
soul away. All you want is for them to be
reassured that the tests are completely
confidential, and for permission to use the
data generated during the test as part of our
results. So tell them that.
3. Beginning The Usability Testing
Before diving into key tasks, get the user
familiar with the environment. Tell them the
website's name and URL, and ask them for
initial feedback on what they would expect
from the site or what they would like the site
to be. Make note of any terms or phrases they
use - this not only demonstrates you are
taking their feedback seriously, but may
provide useful tips as to possible labels for
key functionality or navigation.
Next, let them look at the website they are
testing. Gauge their first impressions before
allowing them to familiarise themselves with
the site.
These few simple tasks will help convince
the participant that the usability testing
will not be difficult and, perhaps most
importantly, that they're not the ones being
tested.
4. Choosing Tasks
Set tasks that are essential to the new
site's success, such as:
Buying products
Paying bills
Contacting the client
Remember, you're not looking for an ego
massage. The site was built for a reason - can
your target audience do what you need them to
do?
It's also a good idea to ask the user to
suggest tasks. While this gives another
indication of their expectations and
requirements, it may suggest new functionality
or priorities.
5. How To Word Tasks
People tend to perform more naturally if
you provide them with scenarios rather than
instructions. When giving them tasks, you
should use phrases like ‘Scenario A has
occurred, and you need to ring the company
urgently - find the telephone number’. This is
far better than ‘find the contact us section
of the site’.
6. Presenting Tasks
Only give participants one task at a time.
More than this may intimidate them, or alter
their approach to the test.
If the user is required to use inputs from
outside the test (e.g. an email giving them a
password to the site), give them these inputs
in the form they will be presented. This will
provide useful feedback on all elements of the
process, rather than simply the site.
7. How To Behave During The Usability
Testing
It's essential that you remember that it's
the website that is being tested, not you or
the subject. Any feedback you get is valuable
- make sure the participant knows this. If
they can't do something, make sure they know
it's not their fault.
You must stay quiet and out of sight during
the test. You must not alter the test results
by providing clues, suggesting directions or
by reacting to things they say or do. All
feedback you give must be neutral. Do not
start shaking your head or huffing, however
tempting it might be!
The only time you should speak is to help
the participant give an opinion, or to clarify
a response. If in doubt, shut up!
Given the investment made in the project,
clients often find it difficult to be quiet
during tests. If your client wants to be
present, put them in another room with an
audio/video link.
8. After The Usability Testing
After all the tasks have been completed,
you should gather as much information as
possible. Asking for overall impressions of
the site will allow you to judge whether
expectations have been met, and whether the
participant's view of the client or site has
changed during the process.
Always ask for suggestions - this not only
demonstrates the value you place on their
thoughts, but may provide insights into how
the site can better support the user.
Finally, ask the participant what they
remember about the site structure and
functions of the site. Clear recollection will
confirm that the site is structured logically
and help identify any labelling issues you may
have missed.
About The Author
This article was written by Tim Fidgeon. Tim's crazy about web
usability - so crazy that he's head of
usability with Webcredible, an industry
leading web usability and accessibility
consultancy ( Webcredible -
http://www.webcredible.co.uk ). He
runs Webcredible's web usability training
and writing for the web training. |