Purpose of Usability Testing

We’ve all had the experience of trying to use a new product, whether it’s via the Internet or out of the box. Our first experience makes a lasting impression of how we feel about the product or service. Usability testing is instrumental to customer experience. These tests are generally employed as a means for measuring how well people can use some human-made object (such as a website, graphical user interface, a manual, or an actual device) for its intended purpose. If you desire to have your new solution adopted by the market, take customer experience into account before you to “live” or to market. This is the purpose of usability testing. These intensive tests ensure your product’s quality and usability

The purpose of usability testing is to uncover any difficulties people are having with instructions and/or using the product before your product goes on the market or “live”. Therefore a good usability test is designed to observe people using the solution in as realistic a situation. The testers monitor how easy it is for the users to

1. achieve a task or set of tasks
2. whether the user had enough, clear and/or available information to accomplish the task(s)
3. whether the information was organized and/or easy to follow
4. what missteps the user made along the way and the impact of these on their ability to complete the task(s)

The feedback from the test is then used to make design changes and/or enhancements in order to improve the customer experience.

Usability Testing is Different from Market Research

Usability testing isn’t about testing a hypothesis or gathering opinions.  Rather it is about determining how well people can use the product or document in terms of its specified purpose. As a result usability testing generally involves conducting controlled experiments so you can watch people use something.

For example, you might want to test instructions for starting and setting up a new application. In this instance, you will set up a controlled experiment that allows you to assess how well the instructions enable participants to accomplish a set of start-up and set-up tasks. This means you will need to provide instructions and devices to all participants.

Setting up a usability test involves carefully creating a realistic situation or what we call a scenario, wherein the person performs a list of tasks using the product being tested while observers watch and take notes.

Purchase Your Assessment

We often recommend developing scripted instructions and pre-and post-test questionnaires as part of the process. As part of the test, you will want to measure four areas:

1. Time.  The length of time it takes people to complete each task.
2. Accuracy. The number of mistakes people make and where in the process they typically make them.
3. Recall. How well the person can do the task again after some period of non-use.
4. Emotional Response. One of the reasons to conduct usability tests is to improve the customer experience. Therefore it is important to measure how the person feels about the tasks completed. Did they find it hard, or easy? Was it stressful, frustrating, or fun? A good question to ask here is whether the user would recommend this system/product/site, etc to a friend.

Usability Testing Best Practices

Setting up a test takes expertise.  There are a number of best practices to consider when conducting usability testing.

1. To begin any usability test be sure you identify what you are testing and the goals of the test. Once you decide on this you will be able to define who to test.
2. Determine your tester criteria and select your testers. You will want at least five people with little or no familiarity with the product or object being tested.
3. Run a series of tests after each set of improvements are made. The first test serves to provide a baseline.
4. Conduct the test by testing each subject individually (this is typically not a group effort because you are not looking for the group to do the tasks together). Be sure to explain to the testers what you want them to do and how the test is going to work. You will want to emphasize that this is not a test of their ability and that you are looking for ways to make performing the tasks better and easier.
5. Track the test results using the four measures mentioned above.
6. Your goal is to observe and watch. Do not engage the subjects unless absolutely necessary.

Often this work is done by development. Usability testing provides valuable information to support the launch of the product. Therefore, we feel strongly that the Marketing organization should actively participate in usability testing from the design of the test(s) through the completion and if necessary recommendations for any usage modifications.

The

FAQ:

• Time: How long it takes users to complete tasks.
• Accuracy: Number and location of errors or missteps.
• Recall: Ability to repeat tasks after a period of non-use.
• Emotional Response: User feelings about the process—ease, frustration, enjoyment, and likelihood to recommend.

• Clearly define test objectives and select appropriate testers (at least five, unfamiliar with the product).
• Conduct individual, not group, tests—explain the process and reassure testers it’s not a test of their abilities.
• Use scripted instructions and pre/post-test questionnaires.
• Run baseline and follow-up tests after each improvement.
• Track results using the four measures above and observe without interfering unless necessary.

Comments are closed.