| Web site usability tests are easy to run and they | | | | 6. Run Each Test With Two People |
| don't have to be perfect for you to learn a lot from | | | | If you're not recording the test on video, you'll need |
| them. The important thing is just to do them on a | | | | one person to run the test and one to take notes. |
| regular basis so that you can observe user behavior | | | | It's simply not possible to do both yourself - you'll |
| on your site. | | | | miss important information and will be exhausted by |
| Every time I run one I learn new things about what | | | | the end of it. |
| works and what doesn't on our site. I also learn how | | | | 7. Don't Lead the User |
| I can improve the way I conduct our testing. | | | | Avoid asking questions or presenting tasks in a way |
| Here are some things I've learned that you might find | | | | that direct the user toward a particular action. It's all |
| useful: | | | | too easy to write tasks that are leading this so really |
| 1. Set up the Test Computer and Browser | | | | wordsmith your script before the test to make sure |
| Beforehand | | | | that it doesn't guide users in any way. |
| Make sure the screen resolution is set to a | | | | 8. Lead the User When You Have to |
| commonly used size. Clear the browser cache, turn | | | | If a user has become lost, give them a nudge in the |
| off auto complete, delete cookies and history, and | | | | right direction. It's better to have a user complete a |
| generally make sure that it is set up to be as | | | | task, albeit with a bit of guidance, than for them to |
| standard as possible. | | | | give up too soon and provide you with no |
| 2. Go Back to the Home Page After Each Task | | | | information. Just make sure you record this fact. |
| This provides you with a common baseline to | | | | 9. Be Positive |
| compare multiple users. Reset the browser each time | | | | Most people find computers and the internet pretty |
| so that there are no visual cues to guide the user | | | | daunting so it's important that you keep them at |
| that wouldn't be present normally if they visited your | | | | ease during the test. Even if they end of way off |
| site. | | | | the mark for a test, keep them unaware of this or |
| 3. Begin by Setting the User at Ease | | | | they will think that they have somehow 'failed'. |
| Make sure that they understand that you are testing | | | | Whatever they do and wherever they end up, say |
| the site and not them. Here's what we put in our | | | | things like "okay, good, let's move on to the next |
| instructions regarding this issue: | | | | task". Don't provide them with any opportunity to |
| Let the user know that we are testing the system, | | | | think that they are being judged or that anything |
| and not the user. There is no wrong or right way to | | | | they do is 'stupid'. |
| do a task. If a user gets lost, that is ok, just have | | | | 10. Involve Your Whole Team |
| them notify the test facilitator. Some actions will not | | | | You can't beat watching someone use your site to |
| be able to be completed all the way - it's the process | | | | see where the pain points are. Usability testing is not |
| that we are looking at. | | | | something that the usability person, the producer, the |
| 4. Encourage the User to Speak Their Thoughts | | | | manager or anyone else should be doing by |
| This will enable you to record their thought process | | | | themselves. |
| as well as where they clicked. Keep pressing this | | | | Everyone on the team should be involved in these |
| point during the test as most people will be reluctant | | | | sessions, even if it is just to observe. This will cut |
| to be as vocal as you want them to be. | | | | down on long discussions (arguments) when you |
| If they are looking around the page, ask them what | | | | review the results and encourages everyone to |
| they are looking for, what are they thinking, etc. The | | | | always keep their work focused on the user. |
| more the user can open up the better you will be | | | | Parting Thoughts |
| able to understand their behavior. | | | | Of course, there are many other tips and strategies |
| 5. Take Your Time | | | | for running usability tests. These are just some of |
| Users will typically feel compelled to complete the | | | | my own. Mark Hurst has a very different take on |
| tasks quickly. Encourage them to take their time and | | | | how to run usability tests. Although I haven't tried |
| to complete the task as far as they are able to. | | | | this method I am keen to as I see the logic in what |
| If a user seems like they have given up on a task | | | | he is suggesting. |
| too quickly, I will often question them in order to | | | | Whatever strategy you take when it comes to |
| encourage them to explore further and complete the | | | | usability testing the most important one is just to get |
| task. | | | | out there and do it. |