Easy & Effective Usability Testing at CodeMash 2012
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E A S Y & E F F E C T I V E U S A B I L I T Y T E S T I N G
P R E S E N T E D B Y C A R O L S M I T H @ C A R O L O G I C
CodeMash 2012January 12, 2012
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"The biggest waste of all is building something no one wants"
@ericries #LeanStartupMI via @MelBugai – May 19, 2011
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FIND OUT WHAT YOUR USERS REALLY NEED
http://www.flickr.com/photos/ableman/534155207/sizes/o/in/photostream/http://www.flickr.com/photos/ableman/
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AVOID MISTAKES
http://www.flickr.com/photos/dwulff/12256075/sizes/m/in/photostream/http://www.flickr.com/photos/dwulff/
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MINIMIZE COST & EFFORT
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SAVE TIME & MONEY
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GET HAPPY, SATISFIED USERS
http://www.flickr.com/photos/cogdog/2194678510/sizes/o/in/photostream/http://www.flickr.com/photos/cogdog/
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Create a great, usable, accessible, and relevant experience
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WHAT IS USABILITY TESTING?
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Page 10Steve Krug - http://www.sensible.com/rsme.html
•Real users doing real tasks•Not guided•Using prototypes or live products•Observed in the field
USABIL ITY TEST ING
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•Anywhere•Any Stage of dev •Anytime
•Realistic environment
LOCATION ISN ’T IMPORTANT
http://www.flickr.com/photos/nzdave/491411546/sizes/o/in/photostream/http://www.flickr.com/photos/nzdave/
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Expert Led• Heuristic reviews• Walk-through• Accessibility review
Required• Usability Testing• RITE Testing• Card Sorting
PARTIC IPANTS
Garrett Goldfield . Fast and Cheap Usability Methods: Using Discount Usability Techniques to Drive Design on Time and Under Budget. http://www.nngroup.com/events/tutorials/guerilla_usability.html
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WHY DO USABILITY TESTING?
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KISS
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REGULAR TEST ING
(Yes, this is an old idea; a great one!)
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•Team becomes: • accustomed to steady stream of qualitative insight • insight ensures quick decisions
• …line up with business and user goals
WHY REGULAR?
Adapted from Jeff Gothelf - http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play-nice-with-agile/
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“Teams should stretch to get work into that day’s test and use the cadence to drive productivity.”
Jeff Gothelf - http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play-nice-with-agile/
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•Recruitment process•Small focused tests•Regular timing or per Sprint•Same day mid-week (not Monday or Friday)
BRING IT ON!
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•Select 2 weeks prior to study•“Focus ruthlessly on a small number of the most important problems” – Steve Krug
• Work in Progress• Websites, mobile, products, services• Prototypes: Paper to hi-fi• Concepts, rough ideas, brainstorming• Competing designs (A/B testing)• Comparative studies across market• User research
WHAT TO TEST?
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•Make team aware•Invite everyone
• Watch remotely• Recurring meeting invites for stakeholders
USABIL ITY TEST ING DAY
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MEASUREMENTS?
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•Effectiveness•Efficiency•Learnability•Satisfaction•More…
MEASURE ABIL ITY TO ACHIEVE GOALS
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•Success•Time on task (not generally recommended)•% of tasks completed/not completed•Number of steps to accomplish task•Learning•Number of errors•Number of times help consulted•Satisfaction
MEASUREMENTS
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MAKE IT REPEATABLE:PLAN AHEAD
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•UX • Plan study• Space and equipment• Identify work
PLANNING IS T IGHT
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•Test & Observation Rooms•Any location will do:
• Conference rooms• Offices• Quiet corner of cafeteria• Remote
•Time for facilitation, breaks, post-meeting
• No more than 5 per day
PRE-BOOK YOUR ROOMS
http://creativecommons.org/licenses/by-sa/2.0/http://www.flickr.com/photos/raphaelquinet/513351385/sizes/l/in/photostream/http://www.flickr.com/photos/raphaelquinet/
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•Who are your primary users?• Will they be difficult to recruit?• How expensive is their time?
RECRUITMENT
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•Get details:• Education• Computer/Internet use and expertise• Knowledge of topic
•Get them talking• Clear Communicator• Able to express themselves verbally
•People who pass the screener should closely match your user group definition
Guide that helps determine who will participate.
CREATE A SCREENER
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•Recruiting: ~$250 per participant (varies)•Compensation: Starts at $50 - $100 and up
• Internally - use swag• “Big fans” – cheaper alternatives ($15 Starbucks card)
Create a Budget
RULES OF THUMB
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•Make it easy – buy ahead• Gift cards from retail stores (Target, Starbucks)
•More complex• Amazon Gift Cards• Product credits
•Do not recommend Visa gift cards or similar
HONORARIUMS
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•Allows you to focus.
•Good recruiters:• find right participants• give regular updates• take care of directions,
confirmations, incentives, etc.
HIRE A RECRUITER
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•Internal resource who REALLY understands who you need•Create a panel (large recruits, less often)
• Internal customer lists, user groups• Schedule as needed• Use cautiously
•Final scheduling ALWAYS by phone• Ask questions that force them to talk• Don’t recruit non-talkers
DO IT YOURSELF
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• Pop up on your site:• http://ethnio.com
USE S ITE TO RECRUIT
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“We are all only temporarily able-bodied. Accessibility is good for us all.”
•Provide the Spirit of the law (Section 508, WCAG 2.0)
INCLUDE PEOPLE WITH D ISABIL IT IES (PWD)
-@mollydotcom at #stirtrek 2011 via @carologic May 6, 2011
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•As many as possible (rarely statistically significant)•Usability Testing Research (in 1990’s)
• 5 from distinct sub-group of the user population will yield 80% of the findings (Nielsen, Virzi, Lewis)
• Assumes expert has reviewed and found obvious issues•Recommend:
• Early tests with 8 – 12 participants per user group• Iterative testing (3 per day, iterate, 3 new participants)
Controversy Abounds
NUMBER OF PARTIC IPANTS
Barnum, Carol M. (Jan. 2003). What’s in a Number? STC Usability SIG Newsletter, Usability Interface. http://www.stcsig.org/usability/newsletter/0301-number.html Retrieved: 20080323
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•Your team• Need them to show up• Need to be able to schedule as needed
•Recommend laptop/portable lab• Can be semi-permanent• Ready when you are (minimal setup)
FORMAL LAB APPROPRIATE?
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•Screener•Scripts/Guides
• Tasks (same or alternating)• Pre and Post questions
•Consent Forms•Data Collection format
CREATE REUSABLE TEMPLATES
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TESTING REMOTELY
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Moderated
• No Researcher during study• Minimal effort• High number of participants per
day• Test data compiled usually
within 2 days• Reduced or no ability to ask
questions
REMOTE TEST ING OPT IONS
Un-Moderated
• Researcher is present• Same effort as in-person• Limited number of participants
per day (3-5)• Immediate feedback• Get to the “Why?” by asking
questions
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•Lab setup• Robust computer• Screen sharing software
•Participants camera (optional)•Internet on both ends
• Speedy• Separate from phone line
REMOTE - MODERATED
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•No “Lab” needed – online software•Participants camera (optional)•Participant’s internet only
•Recommend to complement Moderated Testing
REMOTE – UN-MODERATED
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•No travel•Easy to set up•No special room required (advised!)•Can be conducted from almost anywhere•See their computer environment•Drawbacks:
• No F2F• Missed interaction• Technology will fail
BENEFITS OF REMOTE
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Un-moderated
• Userlytics• Loop 11• UserZoom• ChalkMark
• GoToMeeting (screen sharing)
• Skype• Morae• Silverback
SOFTWARE
Moderated
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DURING THE STUDY
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Paper?• Printed Script• Quiet• Analysis may take longer• Great for remote
Computer?• People are less bothered
by typing now• Can you pay attention?• Quicker Analysis
NOTE TAKING
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QUICKER – ON B IG PAPER
Issue P1 P2 P3
Search Used Yes No No
Widget 1 Used N/A Used – unsure about
Task 1 Notes 3 – easy 2 – needed help
3 – easy
Task 2 Notes 2 – needed help
2 – easy 2 – needed help
Task 3 Notes 2 – needed help
3 – easy Ran out of time
Task 4 Notes 2 – needed help
3 – easy Ran out of time
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•PO, PM, dev, etc.• Stakeholders must attend to approve changes• Training: Set expectations (no interference)• Take notes
• Make a list of 3 most serious issues
• Help operate software/recording equipment (if in use)
OBSERVERS
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•Get them talking•Will get frustrated
• Be prepared - how react• Be supportive • Guide them back to the task• Do not lead
•Listen more than you talk
Relax, they are only human
THEY ’RE HERE…
http://www.flickr.com/photos/chuybregts/ http://creativecommons.org/licenses/by-nc-sa/2.0/
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TESTING
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•Conduct anytime•One concept tested throughout•Feedback given when the testing is done•Qualitative and quantitative study•Remote and in-person
•“Start earlier than you think makes sense.” – Steve Krug
TRADIT IONAL USABIL ITY TEST ING
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•January 16 (Monday)
• Start planning what to test and with whom
• Create Screener
• Start Recruit•January 23
• Determine tasks to test and create guide
• Finish recruiting by Jan. 31•February 2
• 1st Usability Testing Day•February 6th
• Begin planning for Feb. 16th UT Day
2.5 Weeks to Testing
STEVE KRUG STYLE
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•3 – 5 users per day• Recruit loosely and grade
on a curve•Stakeholders watch tests – spectator sport•Debrief at end of study•Quick analysis
STEVE KRUG (CONTINUED)
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•Small iterative changes• Make it better now• Don’t break something else
•Take something away• Reduce distractions• Don’t add – question it
TWEAK, DON’T REDESIGN
Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems. By Steve Krug
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•Very quick studies•Very early in the design process (paper or soon after)•Recruiting is basic
• Not familiar with the project• Ideally representative of user group
“Hallway Testing”
GUERILLA STUDY
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RITE
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•RITE is qualitative, exploratory, and conceptual•Creating conversation around elements•RITE is not for:
• measuring performance• validating detailed design decisions
RAPID ITERATIVE TEST ING & EVALUATION
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•Most appropriate for:• early requirements gathering• design phase of production
•Initial wireframes used to:• validate information architecture• gather feedback on proposed functionality
RITE OVERVIEW
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•Series of small usability tests•Participants attempt tasks on concept•Qualitative user feedback (actions + comments)•New version tested with next day’s participants
RITE OVERVIEW
Test Update Test
1
2
3
High
Medium
Low
Prioritize
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Topic RITE Standard Usability Testing
Tested Concept Evolves Mostly static
Suitable stage of project
Must be early Anytime
Dynamics New concepts each day One concept tested throughout
Feedback Different elements throughout
Same elements
Recommendations
Discussed throughout Received in the final report
Data Qualitative Qualitative and quantitative
Stakeholder involvement
Crucial to have daily Preferred
RITE VS . STANDARD USABIL ITY TEST ING
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LATER THAT SAME DAY
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•After the last session •30 minutes•Room with a whiteboard or paper•All decision makers MUST be present
• If not, wait for UX analysis
DAILY RECAP SESSIONS
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•Stay on Topic•Be Constructive•Don’t get distracted by small problems•Intense focus on fixing most serious problems first
GUIDEL INES
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•Identify top 5 or 10 most serious issues• Top 3 from each list• Prioritize from lists• Make assignments for next piece of work• Stop
GOAL
Adapted from: Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems. By Steve Krug
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•Quick analysis to quick decisions•Discuss:
• trends seen• concerns• recommendations• prioritize changes for the next round• list lower priority changes for future iterations
DEBRIEF WITH TEAM
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MAKE USEFUL & USABLE RECOMMENDATIONS -
QUICKLY
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•Analysis up to ~1.5 x the facilitation time•Identify repetition and patterns•When found, continuation:
• Adds cost • Delays reporting• Low probability of many new findings
Read “between the lines”
ANALYSIS
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•Know what you’ve got • Sort, reorganize, review, repeat• What refutes your expectations?• Surprises?• Outliers?
TRANSFORM DATA
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•Reduce, reuse•Use email, IM, etc.•Put it on the wall
• Must be easy to understand• Quickly absorbable
DOCUMENT WITH LESS TREES
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•Your Communication Goal:• Think about audience• How will it be used?
•Include:• Study’s Goal• Tasks attempted• Who observed• What planned to fix and assignment• Future research/enhancements
EMAIL OR ONE PAGER
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SHARE WHAT YOU LEARN
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Information radiators• Test findings• Artifacts• Personas
MAKE USERS V IS IBLE
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TRANSFORM DATA
They liked this!
Make this go away!
•Create useful findings and recommendations• Show screenshots of issues• Where possible show solutions
•Think about audience• How will it be used?
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•Plan out your goals •Recruit participants•Remote or in person?•Look for patterns•Easy-to-use findings and recommendations
REVIEW
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DO USABILITY TESTING EARLY & OFTEN
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RECOMMENDED READINGS
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@carologic
Email: [email protected]
slideshare.net/carologic and
slideshare.net/PerficientInc
speakerrate.com/speakers/15585-caroljsmith
CONTACT CAROL
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•Albert, Bill, Tom Tullis, and Donna Tedesco. Beyond the Usability Lab.•Gothelf , Jeff. http://blog.usabilla.com/5-effective-ways-for-usability-testing-to-play-nice-with-agile/•Henry, S.L. and Martinson, M. Evaluating for Accessibility, Usability Testing in Diverse Situations. Tutorial, 2003 UPA Conference.•Krug, Steve. Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems.•Rubin, Jeffrey and Dana Chisnell. Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests. John Wiley & Sons, Inc.
REFERENCES
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•In-person or remote? •Lab or on-site?•Prototype limitations (can it be online?, is it a document or a clickable site?)•Number of observers, number of participants?•Number of facilitators?•Logging and video editing needs (time on task, highlight video creation)?•Surveys before or after?•Eye tracking?
TOOL CONSIDERATIONS
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•Morae •Ovo•SilverBack (Mac only)•UserWorks•Noldus•Tobii (Eye-tracker)•SMI (Eye-tracker)•SurveyMonkey
USABIL ITY TEST ING SOFTWARE
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•GoToMeeting – http://www.gotomeeting.com •Lotus Sametime Unyte – http://www.unyte.com•YuuGuu -- http://www.yuuguu.com •WebEx – http://www.webex.com•Yugma -- https://www.yugma.com/
•Trouble Shooting: CoPilot - https://www.copilot.com/
SCREEN SHARING SOFTWARE
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•Standard Usability Measurement Inventory (SUMI) • office/desktop software, purchase• 50 questions
•Website Analysis and Measurement Inventory (WHAMMI)• Purchase• 20 questions
•System Usability Scale (SUS) • Free• 10 questions
SATISFACTION QUESTIONNAIRES