an introduction to usability testing

An Introduction to Usability Testing.

Lennart Overkamp February 6th, 2017

University of Twente.

Three Phases: 1. Preparation 2. Moderation 3. Analysis

Phase #1: Preparation.

“ ”

The primary goal of the usability test is to improve the usability

of the product that is being used.

Source: A Practical Guide to Usability Testing (Dumash & Redish, 1999)

Step #1.1: Define the goal.

Step #1.2: Define the users.

Users = ?

All customers

Step #1.2: Define the users.

Users = frequent business flyers

All customers

Step #1.2: Define the users.

Users = frequent business flyers (the population)

All customers

Step #1.3: Recruit users.

Users = frequent business flyers (the population)

All customers

Participants (the sample)

Step #1.4: Define the measures.

Performance measures (e.g. time-on-task,

errors)

Preference measures (e.g. desirability,

perceived usability)

Step #1.5: Prepare the procedure.

Which materials?

How?

When?

Where?

How long?

With whom?

Step #1.6: Prepare the script.Scenario (example): Imagine that you have to travel for your job from Amsterdam to New York on Monday the 9th of January. You will need to stay there for a full workweek, but you want to be back before Saturday to enjoy your weekend with family.

Tasks (examples):

1. Find out which round trips are available from Amsterdam to New York that fit your work schedule for this week. 2. Book the cheapest flight that you can find.

Step #1.7: Prepare the prototype.(If you have one)

Example: https://invis.io/9PAACX46R

Step #1.8: Prepare the consent form.

EVALUATION FLIGHT-BOOKING TOOL Goal The goal of this evaluation is to test the usability of a flight-booking tool prototype, in order to improve this tool in terms of user-friendliness. Procedure You will carry out tasks with the prototype, which will be provided by the facilitator. While carrying out the tasks, you are asked to think aloud. After completing the tasks, you will fill in a short questionnaire and the facilitator will ask you some questions. The evaluation will take around 45 minutes. You may stop, take a break, or ask questions at any moment. Recording To facilitate the analysis of the test results, we ask for your permission to record the evaluation. The recording will only be used by the design team to improve the prototype, and will not be shared with anyone outside the team. Participation does not have any risks or consequences for you. • Your answers and details will be processed anonymously. • We judge the quality of the prototype, not your performances. Informed consent By signing this form, you acknowledge to have read and understood the information in this document, and to agree with this information. Name: Date: Signature:

Do you agree with recording? ☐ Yes, video- and sound recording. ☐ Yes, only sound recording. ☐ No, rather not.

Step #1.8: Prepare the consent form.Contents: • Goal • Procedure • Duration • Participant’s rights

EVALUATION FLIGHT-BOOKING TOOL Goal The goal of this evaluation is to test the usability of a flight-booking tool prototype, in order to improve this tool in terms of user-friendliness. Procedure You will carry out tasks with the prototype, which will be provided by the facilitator. While carrying out the tasks, you are asked to think aloud. After completing the tasks, you will fill in a short questionnaire and the facilitator will ask you some questions. The evaluation will take around 45 minutes. You may stop, take a break, or ask questions at any moment. Recording To facilitate the analysis of the test results, we ask for your permission to record the evaluation. The recording will only be used by the design team to improve the prototype, and will not be shared with anyone outside the team. Participation does not have any risks or consequences for you. • Your answers and details will be processed anonymously. • We judge the quality of the prototype, not your performances. Informed consent By signing this form, you acknowledge to have read and understood the information in this document, and to agree with this information. Name: Date: Signature:

Do you agree with recording? ☐ Yes, video- and sound recording. ☐ Yes, only sound recording. ☐ No, rather not.

Step #1.8: Prepare the consent form.Contents: • Recording explanation • Consequences • Signature • Recording consent

Step #1.9: Test your test.

Phase #2: Moderation.

Step #2.1: Welcome your participant.Coffee?

Step #2.2: Introduce the test.Introduce yourself.

Explain your role.

Explain what is expected of the participant.

Mention the duration of the test.

Provide reassurance: you are not testing the participant.

Explain the purpose of the test.

Step #2.3: Obtain informed consent.Sign two copies!

Step #2.4: Explain the think-aloud protocol.

“ ”

In a thinking aloud test, you ask test participants to use the system while continuously thinking out loud — that is, simply verbalizing their thoughts

as they move through the user interface.

Source: Jakob Nielsen (www.nngroup.com)

Step #2.4: Explain the think-aloud protocol.

Example: https://www.youtube.com/watch?v=g34tOmyKaMM

Step #2.5: Start recording.

Step #2.6: Participant performs tasks.Explain the scenarios & tasks.

Let the participant do the talking!

Remind participant to think aloud, when necessary.

Keep questions and distractions to a minimum.

When a scenario/task is finished, explain the next one.

Step #2.7: Post-questionnaire.(Optional, depending on goal/measures)

Example #2: Microsoft Reaction

Card Method

Measures product desirability.

Example #1: System Usability

Scale (SUS)

Measures perceived usability.

Step #2.8: Post-interview.Ask for a general summary.

Elaborate on interesting observations/comments.

Ask any remaining questions you prepared beforehand.

Step #2.9: Debriefing.Explain (again) the purpose of the test.

Answer any remaining questions from the participant.

Explain (again) what you will do with the results.

Give the participant a reward!

Phase #3: Analysis.

Quantitative data (SUS scores, errors, Reaction Cards, time-on-task)

Qualitative data (comments,

explanations, responses)

Step #3.1: Process your data.

Step #3.2: Prioritise the usability problems.Problem #1

Problem #2

Problem #3

Problem #4

Problem #5

Step #3.3: Communicate your results.

Type #2: Presentation slides

Summarised, easily shared or presented

Type #1: Full report

Detailed, useful as a reference.

Type #3: Infographic

Highly visual, useful as a persuasion tool

#Conclusion.Advantages:

Solid, well-researched Tests many aspects of product

Both qualitative & quantitative

Disadvantages: Costly in terms of time, money

and (human) resources

Recommended resources - Books

Recommended resources - Online

smashingmagazine.com

nngroup.com

Recommended resources - Prototyping & Testing

InVisionSketch

Recommended resources - Analysing

ExcelRStudio

Recommended resources - Communicating results

SketchKeynoteWord

Neuro Usability Test.Bonus:

Aspect #1: Eye Tracking

Reference of users’ focus. Input for heatmaps.

Aspect #2: EEG

Captures brain activity to pinpoint affects.

Aspect #3: Neuro Feedback

Users comment on significant EEG findings.

Aspect #4: Questionnaire

Users are interviewed and fill in a questionnaire.

How does Psychology fit in all this?

Knowledge.Cognitive Psychology: knowledge of attention, working memory limits, etc.

Social Psychology: knowledge of group dynamics, persuasion, etc.

Methods & Skills.Research skills, both quantitative & qualitative.

Analytical approach to problems.

Observation techniques.

Running experiments.

Developing questionnaires, interviews & experiments.

Interview techniques.

Soft skills.Giving feedback.

Asking the right questions.

Active, empathic listening.

Psychology is invaluable to any design team.

Thank you.

Lennart Overkamp Rémon van den BerghInteraction Designer

loverkamp@mirabeau.nlLead Insights & Sr. UX Researcher

rvandenbergh@mirabeau.nl