Usability testing
What it is
Observing users as they use a product or service while stating what they are thinking.
Why this method
To better understand how usable a design or layout is, and how adaptable it is to meet different user’s needs.
How to use
- Plan your test. Align on:
- Scenarios or tasks that the testing will focus on.
- Who you want to participate (and how you’ll recruit them).
- Which team members will moderate answers and who will observe.
- Prepare a usability test script.
- Recruit your users and inform their consent, passing along an agreement of what participation will entail. Clarify any logistics at this stage (how you will watch users complete tasks online vs. offline, how you will share links, etc.)
- Run the tests. Moderators should ask users to think aloud while they complete tasks and guide them through the session without bias. If a user is stuck or quiet, don’t tell them what to do but rather prompt them with “if you were alone, what would you do now?” or “what are you thinking?”. Observers should take notes and refrain from interrupting the session from the participant’s point of view but may relay any questions to the moderator. There should be post-interview talk after each user.
- NOTE: You should not change your tasks or questions in-between participants. As much as you can be tempted with sessions going a different way than intended, changing the test can skew your research and results.
- Discuss results. Meet to talk through issues you observed, and questions these sessions raised about usability of your product.
- Conclude and prioritise your highest usability concerns.
Recommended reading
- Example Usability Test Script by Steve Krug
- Usability Test Quality Heuristics by 18F