Workshop user checks_3jun2015
1 like573 views
The document describes a workshop on agile usability testing through user checks. User checks involve testing a design with real users within their context and retesting after improvements within one week. This allows testing early and often to improve the design iteratively based on user feedback. The workshop covers how to structure user check sessions, including introducing tasks, observing users and evaluating findings after each session to prioritize improvements for retesting. Volunteers then do a practice user check session with observers collecting feedback on sticky notes to discuss findings and potential design updates.
![userneeds! @anous
Procedure usability test
1. Let your user experience the prototype/MVP/site
Show don’t tell. Put your prototype in the user’s hands (or your user in the
prototype) and give just the minimum context so they understand what to
do. Don’t explain your thinking or reasoning for your prototype.
2. Have them talk through their experience (talk aloud)
For example, when appropriate, as the host, ask “Tell me what you are
thinking as you are doing this.”
3. Actively observe
Watch how they use (and misuse!) what you have given them. Don’t
immediately “correct” what your user tester is doing.
4. Follow up with questions
This is important; often this is the most valuable part of testing. “Show
me why this would [not] work for you.” “Can you tell me more about
how this made you feel?” “Why?”"
Answer questions with questions (i.e “well, what do you think that
button does”)](https://image.slidesharecdn.com/workshopuserchecks3jun2015-150605184833-lva1-app6892/85/Workshop-user-checks_3jun2015-21-320.jpg)
![userneeds! @anous
Prepare to retest
6"
Hypothesis
and
improve
Improve the design
Set up the hypothesis (or more than one)
We believe that
[this statement is true (e.g adding social proof, better
labeling, visual cues… will…)]
We will know we are right/wrong when we have the
following result
[quantitative feedback; qualitative feedback; KPI;…}](https://image.slidesharecdn.com/workshopuserchecks3jun2015-150605184833-lva1-app6892/85/Workshop-user-checks_3jun2015-36-320.jpg)
Workshop user checks_3jun2015
- 1. userneeds! @anous user checks! Workshop by Userneeds - Anouschka Scholten Assisted by ArjanneAnouk Interact – Arjanne de Wolf AmsterdamUX Meet up - June 3, 2015 improve your design significantly"
- 2. userneeds! @anous Make people’s lives better.
- 4. userneeds! @anous empat! a key function of usability testing usability testing enables you to really see, hear and find out what moves your users the ability to see an experience through another person’s eyes w Getting to hy!
- 5. userneeds! @anous Usability Test traditional 1 round of testing" In a lab environment, eye tracking Moderator is a UX’er, designer indirectly involved" " Process based
- 6. userneeds! @anous Usablity test drawbacks • An extensive report, little or no redesign • No retest • Not in user context • High costs: lab, eye tracking, special UX researcher • Schedule well in advance (at least 1 month)
- 7. userneeds! @anous Test and retest within 1 week In the users context, quick and easy set up Designer conducts the test Value based User Checks Agile Usability Test
- 8. userneeds! @anous Design new site ggdhaaglanden.nl User check with a doctor in his office GGD Haaglanden project Angi Studio:" http://angistudio.com/cases/ggd-haaglanden.html
- 9. userneeds! @anous Ik weet niet wat OGGZ betekent, Milieu en Gezondheid… is dit voor mij? I don’t know what OGGZ means, Environment and Health… is this for me? From GGD Haaglanden project Angi Studio: http://angistudio.com/cases/ggd-haaglanden.html Menu indeling: geen overzicht, inzicht, herkenning, focus… voldoet niet aan verwachting, weg wordt niet gevonden Menu: no overview,- insight, -regognition, -focus… doesn’t match expectations, user can’t find what they need
- 10. userneeds! @anous Natuurlijk, ook SOA en bezorgd over kinder- mishandeling… ja, belangrijk! Off course, also SOA and worried about child abuse… yes, important! To GGD Haaglanden project Angi Studio: http://angistudio.com/cases/ggd-haaglanden.html Wijzigingen op verschillende niveaus: wat waar onder valt, naamgeving, hiërarchie, toevoeging visuele cues (affordance), less is more… Changes on various levels: IA, labeling, hierarchy, visual cues (affordance), focus, less is more…
- 11. userneeds! @anous “ Bij Meiden verwacht ik 14 tot 21...oh, ik denk dat ik toch wel in die doelgroep val als ik het zo lees ? “ “LINDA.Girls.. I expect this is for 14 till 21 year old… oh, reading this subscription I think it actually does fit me?” Pop-up information about LINDA.meiden Project Angi Studio: http://angistudio.com Redesign LINDA subscription
- 12. userneeds! @anous “Zo onder elkaar is duidelijk, je kunt er zo doorheen” “Very clear and easy to walk through this way, underneath each other” Sub home Subscription with incentive - mobile Lange lijst om te scrollen vormde geen enkel probleem Scrolling was no problem at all on mobile 2e round: de footer met menu, werd wel gebruikt Footer with next step was used Navigeren met hoofdmenu gebeurde eerst ronde niet. Sticky menu bood ook geen oplossing Navigating via main menu on top wasn’t used, it was ignored, even with a sticky menu… dead end alert! Project van Angi Studio: http://angistudio.com/
- 13. userneeds! @anous User checks drawbacks • Too unexperienced biased designer • Heavy pressure on improving the design within agile process (keeping in pace with development) • With ‘high fidelity’ testing it demands velocity for retest with high multidisciplinary efforts: product owners, IxD, visual design and content
- 14. userneeds! @anous powerful! agile usability testing with user checks
- 15. userneeds! @anous Test and retest within 1 week In the users context, quick and easy set up Designer conducts the test Value based User Checks Agile Usability Testing
- 16. userneeds! @anous 2nd round 1st round 1" Test Objectives 2 " User goals 3 " Tasks 4" User checks 5 " Evaluate findings 6" Redesign 7 " User checks 8 " Evaluate findings Again or To final design User checks - Agile usability test cycle in 1 week
- 17. userneeds! @anous get down to it!
- 18. userneeds! @anous Usability testing is about observing behaviour Watch the user do what comes naturally, while performing a task. Don't help. Not asking about opinion.
- 19. userneeds! @anous What to test ?
- 20. userneeds! @anous When to test • Early as possible • Often as possible ROI • Save on development time • Less support calls/e-mails • More conversion
- 21. userneeds! @anous Procedure usability test 1. Let your user experience the prototype/MVP/site Show don’t tell. Put your prototype in the user’s hands (or your user in the prototype) and give just the minimum context so they understand what to do. Don’t explain your thinking or reasoning for your prototype. 2. Have them talk through their experience (talk aloud) For example, when appropriate, as the host, ask “Tell me what you are thinking as you are doing this.” 3. Actively observe Watch how they use (and misuse!) what you have given them. Don’t immediately “correct” what your user tester is doing. 4. Follow up with questions This is important; often this is the most valuable part of testing. “Show me why this would [not] work for you.” “Can you tell me more about how this made you feel?” “Why?”" Answer questions with questions (i.e “well, what do you think that button does”)
- 22. userneeds! @anous Key: moderating the test If they… Say… Are not talking “What are you thinking?” Ask you a question (e.g. “Is that what I should do here?”) Rephrase the question (e.g “ What do you think you should do?”) Get a task right or wrong “Thank you , that is very helpful”" “Thanks for the feedback” Mess up “Remember, you can’t make any mistakes. You’re doing a great job.” Are unsure if they have completed a task and ask you “Is this what you would do if you were doing X at home?” Criticize the design “Thanks for the feedback”
- 23. userneeds! @anous User Checks set up • Test script with real tasks • Real target users as participants • Ideally conducted in context user on their own device • Record audio and screen capture • 1 test moderator, 1 observer (more observers are possible, but not too much and really on the background)
- 24. userneeds! @anous Test script-agenda 1. Introduction and questions up front 2. Situation sketch + think aloud instruction 3. Think aloud session 4. Evaluate session, open questions 5. End session - thank participant
- 25. userneeds! @anous Example Introduction Thank you for participating, we really appreciate it! I’m <name> and there is one person besides me <name> is also here. We’re helping a company to develop a new service / to optimize a website This company cares about their customers and thinks it’s very important to involve potential customers when developing new services. They want the new service to be valuable for you. That’s why we want to ask you some questions and along the way we’d like show you the service/site. You can walk through it. The interview takes about a 20 minutes. If you do not understand something, or you want to add something, do not hesitate to interrupt me! Do you mind if we record the session for future reference within our organisation? Everything we discuss and record is confidential; we will not share things without your permission! Any questions?
- 26. userneeds! @anous Task-think aloud instruction You are going to see: a draft proposal of the service, which has not yet been developed/ the site now. <if a proptotype> The proposal is only images. It looks finished and you can click through it, but most of it is not working yet. It’s also not as fast as a normal app and you can’t do anything wrong. <Situation sketch and task> Please open the link on your mobile phone and walk through the app. Can you please say things aloud? Not to me, but for yourself? Everything you do or say is fine, eg. Also "what the hell is this ?! ’. You can start now by clicking the link
- 27. userneeds! @anous Evaluation questions Evaluation questions after the think aloud task, zoom in to what you observed, like: • You mentioned… what did you mean with that? • I saw you doing… why? What did you expect? How would you call it? • You didn’t go to … why not? What do you expect to find? Also ask service, product or content specific questions, e.g.: • You read this advice/text thoroughly, why? • You were going back and fourth between product X and Y, why? • You chose X and said something about the participants, what did you mean with that ?
- 29. userneeds! @anous Tell us • The main goal(s) of the site/application • Target users • Main tasks, main questions of the users • Context of use Do not tell us how you think the site works now!!!
- 30. userneeds! @anous Volunteers • 2 moderators • 2 users
- 31. userneeds! @anous Observers • Yellow sticky notes for findings • Objective, record behaviour! • ONLY write down what you observe, like: “ mentions X and doesn’t seem to not know what X is”; sighs heavily on returning to; is confused about; does not know where to go next, seems frustrated;…. • Other coloured sticky notes for possible improvements that pop up in your mind, like: feedback is missing; label is not understood; no focus; X doesn’t meet expectation;…
- 32. userneeds! @anous 1st user check session! 20 min ! 2nd user check session! 20 min ! Findings & improvements! 20 min !
- 33. userneeds! @anous The findings, issues 5 Evaluate Findings • Collect Findings • Prioritize issues to be solved: prioritize from the business/user goals perspective, rate them Do this with thewhole team
- 34. userneeds! @anous Design improvements 5 Evaluate Findings • Improvements on every level, note down (labeling, content, categorization, visual assets, interaction, concept, flow, persuasion) > but keep the business/user goals perspective in mind (focus)! • Prioritize by Impact & Effort (matrix) or dot-vote Choose improvement(s) to be re-tested Do this with thewhole team
- 35. userneeds! @anous Impact & Effort matrix Impact: creates high/low value for users effort: high/low effort in terms of time, knowledge, tools, people… Source: http://www.innovationgames.com/impact-effort-matrix/ Do this with the whole team incl. decision makers!
- 36. userneeds! @anous Prepare to retest 6" Hypothesis and improve Improve the design Set up the hypothesis (or more than one) We believe that [this statement is true (e.g adding social proof, better labeling, visual cues… will…)] We will know we are right/wrong when we have the following result [quantitative feedback; qualitative feedback; KPI;…}
- 37. userneeds! @anous What do you take along?! !