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"

userneeds! @anous

Make people’s lives better.

userneeds! @anous

Quantitative methods?

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!

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

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)

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

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

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

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…

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

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/

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

userneeds! @anous

powerful!agile usability testing with user checks

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

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

AgainorTo final design

User checks - Agile usability test cycle in 1 week

userneeds! @anous

get down to it!

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.

userneeds! @anous

What to test ?

userneeds! @anous

When to test

•  Early as possible

•  Often as possible

ROI

•  Save on development time

•  Less support calls/e-mails

•  More conversion

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”)

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”

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)

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

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?

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

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 ?

userneeds! @anous

a case!

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!!!

userneeds! @anous

Volunteers

•  2 moderators

•  2 users

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;…

userneeds! @anous

1st user check session!20 min !2nd user check session!20 min !Findings & improvements!20 min !

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 the whole team

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-voteChoose improvement(s) to be re-tested

Do this with the whole team

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!

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;…}

userneeds! @anous

What do you take along?!!

userneeds! @anous

Questions?!

userneeds! @anous

thank you!