Measuring and TestingWebsite Usability

Measuring and TestingWebsite UsabilityWeimin HouSenior UX Specialistwhou@userworks.com MavenMini: Web User Experience (UX)August 11, 20161738 Elton Rd., Suite 138, Silver Spring, Maryland 20903@userworks; 301-431-0500; www.userworks.com

AgendaA brief overview of my background Website usability basicsMethods to measure and test website usability and related tools/resourcesModerated usability testingRemote and in-personMobile testingHeuristic and accessibility evaluationOther evaluation methods and resourcesUsability testing books and additional online resourcesQ & A

Note: Thought-provoking & informative rather than instructional or how-to

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About MePh.D. in information systems, Human-Computer Interaction track, UMBCNow the Human-Centered Computing (HCC) program, Master of Science and Doctor of PhilosophyStarted working at UserWorks in 2008UserWorks, Inc.: A local user experience design and usability research firmFounded by Dr. Dick Horst in 1989Served over 250 clients: private sectors, government, non-profits, and academic institutionsHas 11 staff members; 8 technical, with backgrounds inCognitive psychologyComputer scienceHuman computer interactionHuman factors engineeringInformation architecture and interface designInformation technologyHas participant databases with 6,000+ local / 12,000+ nation-wide volunteersMeasuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/20163

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Variety of User-Centered Design MethodsMeasuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/2016ResearchUser interviewsUser and task analysisStakeholder interviewsFocus groupsOnline surveysWeb analyticsEthnographic/ contextual inquiries

DesignWorkflow mappingUser personasCard sortingWireframesPrototypingVisual designPlain language contentStyle guidesEvaluationUsability testingHeuristic/expert reviewsAccessibility evaluationEye trackingReadability analysis and comprehension testing4

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Website Usability BasicsUsability definitionThe extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use. (International Organization for Standardization 9241-11)Important to:Recruit the right participants; consider:New or returning visitors; children or adults; professionals or general public; doctors or patients/caregivers; people with disabilitiesFocus on the tasks that users seek to completeObserve actual user behaviorNielsen Norman Group article: First Rule of Usability? Don't Listen to Users

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Methods to Measure and Test Website UsabilityMeasuring and TestingWebsite Usability MavenMini: Web User Experience @userworks.com 8/11/2016

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One-on-one Moderated Usability TestingResearcher interacts with the participant throughout the entire testing sessionGood for testing all website aspects:

Can evaluate an entire website or can focus on certain functionality, features, or sectionsCan be conducted in-person or remotely: In-person - researcher and participant interact face-to-faceRemote - researcher and participant are not at the same location, but share researchers computer screen using web conferencing software (such as GoToMeeting or WebEx); they talk though computer audio or phoneMeasuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/20167information architecture (IA)content (readability and comprehension)navigation

search and other functionalitiesaccessibility visual design, layout, etc.

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Typical Moderated Usability Test ProceduresTechnical setup (for remote sessions):Study introduction Background questionsPre-defined task scenarios Observe participants behaviorUse Think aloud protocol and appropriate probing/follow up questionsPost-task questionnaire to collect user satisfaction, such as System Usability Scale (SUS) Debrief on participants overall experience, the usefulness of the content, and the participants suggestions for improvementMeasuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/20168

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Video: Remote Moderated Usability Testing (1:46)Measuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/20169

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10Moderated Mobile TestingCan be conducted in-person or remotely, but both require specific setupUseful apps and software tools: AirPlay, Zoom, Join.me, Mobizen, etc.Measuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/2016

Possible setup for an in-person mobile usability testRemote mobile usability test in session

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11Moderated Mobile Testing ResourcesIn-person mobile testing: Usability Testing Of Mobile Applications: A Step-By-Step Guide, by Justin MifsudRemote mobile testing: An article by two of my colleagues: Dana Douglas and Tristan Wilson, Hold the Phone: A Primer on Remote Mobile Usability Testing, User Experience Magazine, 2016. Their presentation at the annual UXPA International conference in June 2016 : Tips and Tools for Testing Mobile Interactions Remotely (and On a Budget!)

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Books on Moderating Usability TestsUsability Testing Essentials: Ready, Set...Test!, by Carol Barnum, 2010Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems, by Steve Krug, 2009Moderating Usability Tests: Principles and Practices for Interacting, by Joseph S. Dumas and Beth A. Loring, 2008Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests, by Jeffrey Rubin and Dana Chisnell, 2008 A Practical Guide to Usability Testing, by Joseph S. Dumas and Janice C. Redish, 1999

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Heuristic and Accessibility EvaluationConducted by UX professionals who are familiar with industry guidelines, standards, and best practices; no real website users involvedUsually performed before usability testing to get familiar with the product and to identify the usability tasks to use during testingAccessibility evaluation can be included in overall heuristic evaluationUse automated browser and software tools, such as the WAVE toolbarUse assistive technologies (screen readers, magnifiers, voice recognition software)Can be completed by an assistive technology userMeasuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/201613

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Other Evaluation Methods and ResourcesEye trackingEye Tracking in User Experience Design, edited byJennifer Romano Bergstromand Andrew Schall, 2014Eye Tracking the User Experience: A Practical Guide to Research, by Aga Bojko, 2013Unmoderated usability testingResearcher not present when participants complete tasks or provide feedbackParticipant choosing the time and location convenient to them, following automated scripts and proceduresGood for:Testing simple and straightforward tasksCollecting data from a large number of participantsEvaluating specific website aspects, such as IA and layoutIncluding online card sorting, tree testing, first-click testing, A/B testing, etc.See a comprehensive list of remote usability and UX research toolsWeb analyticsGoogle Analytics, including search reportsAmerican Customer Satisfaction Index (ACSI)Crazy EggInspectlet

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Additional Resources on Website UsabilityUsability.govUser Experience Professionals Association (UXPA)Boxes and ArrowsNielson Norman Group articlesSmashing MagazineUsabilityGeekUser Interface Engineering (UIE) ArticlesUXmattersWebAIM accessibility articles

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Thank You!16Measuring and TestingWebsite Usability MavenMini: Web User Experience @UserWorks 8/11/2016Contact InformationWeimin Hou: whou@userworks.com

UserWorks @userworks

www.facebook.com/userworks

Slides: www.userworks.com/slides.html