Post on 23-Jan-2015
description
The benefits of “Do It Yourself” Usability Testing
By Jonathan RubinFirst Fridays Program Manager
General Services Administration
Your boss says:
Know your users, for you are not them
Test Process
Schedule + First Meeting
Develop Scenarios
Manage Participants + Trainees
Conduct Test + Debriefing
Write Report
Follow-up Meeting + Track Metrics
Testing RoomObservation Room
1. Binder clip / duct tape
2. Web cam
3. Desk lamp
4. Smartphone
Why our method works
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Top 5 Government Usability Problems
• Too many words
Top 5 Government Usability Problems
• Too many words• Gov speak / jargon
Top 5 Government Usability Problems
• Too many words• Gov speak / jargon• Top tasks hard to find
Top 5 Government Usability Problems
• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation
Top 5 Government Usability Problems
• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation• Ineffective search results
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Office of Citizen Services and Innovative Technologies
Example 1:Helping Passports Take Flight
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Office of Citizen Services and Innovative Technologies
Example 2: GSA Intranet
?
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Before After
What’s the ROI?
“Spending 10% of your development budget on usability should improve your conversion rate by 83%.” – Jakob Nielson
What’s the ROI?
• Reduced developer time
What’s the ROI?
• Reduced developer time• Reduced training time
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate• Increased productivity
What’s the ROI?
• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate• Increased productivity• PR boost
What you need to test sites at EPA
• Executive champion!
What you need to test sites at EPA
• Executive champion!• One morning a month
What you need to test sites at EPA
• Executive champion!• One morning a month• 1-2 rooms
What you need to test sites at EPA
• Executive champion!• One morning a month• 1-2 rooms• Laptops
What you need to test sites at EPA
• Executive champion!• One morning a month• 1-2 rooms• Laptops• Screen sharing software
What you need to test sites at EPA
• Executive champion!• One morning a month • 1-2 rooms• Laptops• Screen sharing software• Volunteers
What you need to test sites at EPA
• Executive champion!• One morning a month • 1-2 rooms• Laptops• Screen sharing software• Volunteers• Food
What you need to test sites at EPA
• Executive champion! • One morning a month• 1-2 rooms• Laptops• Screen sharing software• Volunteers• Food• Incentives
What you need to test sites at EPA
• Executive champion! • One morning a month• 1-2 rooms• Laptops• Screen sharing software• Volunteers• Food• Incentives• Training (First Fridays!)
What you need to test sites at EPA
Howto.gov/firstfridays
• Observe a First Fridays test
• Observe a First Fridays test• Recommend a website
• Observe a First Fridays test• Recommend a website• Volunteer as a tester (remote or in person)
• Observe a First Fridays test• Recommend a website• Volunteer as a tester (remote or in person)• Learn to fish (Facilitator in Training program)
Questions?
Thanks!
Jonathan.rubin@gsa.govfirstfridays@gsa.gov