Usability Testing
If you develop web sites, you need to be doing usability testing. It is that simple.When you write a program using your favorite language, do you expect the program to work correctly the first time? No, none of us do. We all know the importance of testing our software as we develop it.
Your web interface needs testing as well. Web developers and graphic designers,while talented, aren't like the general population. We think different. We have an entirely different vocabulary. Designing systems that make sense to code warriors will often lead to a site that is not usable by the average person.
This tutorial will teach you how to conduct a simple usability test on your web site (using the hands-on task based method). While the method explained here is not comprehensive, the return on investment is very steep. Consider the wise words of a well known usability expert:
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
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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
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.
4. Choosing tasks
Set tasks that are essential to the new site's success, such as:- Buying products
- Paying bills
- Contacting the client
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.
Have us conduct usability testing for you!
Find out whether site visitors can actually use your website by having us run usability testing for you.
This article was written by Tim Fidgeon. Tim's crazy about web
usability - so crazy that he now works for Webcredible, an industry
leading user experience consultancy, helping to make the Internet a better place for everyone. When he's not conducting user research he can usually be found creating innovative information architecture.
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