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TI Half-day Tutorials 5/6/2014 8:30:00 AM Exploring Usability Testing Presented by: Rob Sabourin AmiBug.com Brought to you by: 340 Corporate Way, Suite 300, Orange Park, FL 32073 888-268-8770 ∙ 904-278-0524 ∙ [email protected] ∙ www.sqe.com

Exploring Usability Testing

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It is not enough to verify that software conforms to requirements by passing established acceptance tests. Successful software products engage, entertain, and support the users' experience. Goals vary from project to project, but no matter how robust and reliable your software is, if your users do not embrace it, business can slip from your hands. Rob Sabourin shares how to elicit effective usability requirements with techniques such as story boarding and task analysis. Together, testers, programmers, and users collaborate to blend the requirement, design, and test cycles into a tight feedback loop. Learn how to select a subset of system functions to test with a small group of users to get high value information at low cost. Learn how usability testers can take advantage of naïve questions from novice users as well as the tunnel vision and bias of domain experts. Rob shares examples of usability testing for a variety of technologies including mobile and web-based products.

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Page 1: Exploring Usability Testing

TI Half-day Tutorials

5/6/2014 8:30:00 AM

Exploring Usability Testing

Presented by:

Rob Sabourin

AmiBug.com

Brought to you by:

340 Corporate Way, Suite 300, Orange Park, FL 32073

888-268-8770 ∙ 904-278-0524 ∙ [email protected] ∙ www.sqe.com

Page 2: Exploring Usability Testing

Rob Sabourin AmiBug.com

Rob Sabourin, P. Eng., has more than thirty years of management experience leading teams of software development professionals. A well-respected member of the software engineering community, Rob has managed, trained, mentored, and coached hundreds of top professionals in the field. He frequently speaks at conferences and writes on software engineering, SQA, testing, management, and internationalization. Rob wrote I am a Bug!, the popular software testing children's book; works as an adjunct professor of software engineering at McGill University; and serves as the principle consultant (and president/janitor) of AmiBug.Com, Inc. Contact Rob at Contact Rob at [email protected].

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© 2013 Robert Sabourin 1

© 2013 Robert Sabourin EUT v1.1 1

Exploring Usability Testing

Robert Sabourin

President

AmiBug.Com, Inc.

Montreal, Canada

[email protected]

WELCOME

Exploring Usability Testing

© 2013 Robert Sabourin EUT v1.1 2

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© 2013 Robert Sabourin 2

• Robert Sabourin ,

Software Evangelist

• President

• AmiBug.Com Inc.

• Montreal, Quebec,

Canada

[email protected]

• www.amibugshare.com

Exploring Usability Testing

© 2013 Robert Sabourin EUT v1.1 3

Exploring Usability Testing

• Pain points?

– What hurts?

– How Much?

© 2013 Robert Sabourin EUT v1.1 4

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© 2013 Robert Sabourin 3

SOME PHILOSOPHY

Exploring Usability Testing

© 2013 Robert Sabourin EUT v1.1 5

Conforming to requirements

Suiting purpose

Delivering value to stakeholders

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Edsger W. Dijkstra

• “Program testing can be used to show the

presence of bugs, but never to show their

absence”

© 2013 Robert Sabourin EUT v1.1 7

NON-FUNCTIONAL

TESTING

Exploring Usability Testing

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Non-Functional Testing

Quality Factors

Attributes

Characteristics

Reliability

Other “-ilities”

© 2013 Robert Sabourin EUT v1.1 9

Non-Functional Testing Challenges

Goals

• Elicit

• Articulate

• Quantify

Subjective

• Needs or wants?

• Relative or absolute?

• What is good enough?

Tests

• Tricky to orchestrate

• Difficult to interpret results

• Challenging to baseline or regress

10© 2013 Robert Sabourin EUT v1.1

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Non-Functional Agile Challenges

Time

• Analysis

• Model

• Prepare

• Run

• Interpret

Change

• Baselines

• Goals

Software

• Continuous integration

• Incomplete product builds

11© 2013 Robert Sabourin EUT v1.1

ISO 9126 Quality Factors

•Attributes of the effort needed for use, and on the individual assessment of such use, by a set of users

•Learnability

•Understandibility

•Operability

Usability

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Quality Factors

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Product Backlog Constraints

Tom Gilb, Competitive Engineering, suggests defining

Scale: "What is measured"

Meter: "How to measure (method)"

Target: "Level we're aiming for. Success"

Constraint: "Level we're seeking to avoid. Failure"

Benchmark: "Where we are today"

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Non-Functional Testing

15© 2013 Robert Sabourin EUT v1.1

NET PROMOTER SCORE

Exploring Usability Testing

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Net Promoter Score

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Net Promoter Score

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Net Promoter Score

•11 values

•0 not at all likely

•10 extremely likely

Response Scale

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Net Promoter Score

• respondents giving a 9 or 10 score

Promoters

• respondents giving a 7 or 8 score

Passives

• respondents giving a 0 to 6 score

Detractors

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Net Promoter Score

•The difference between the percentage of Promoters and Detractors

• Is not expressed as a percentage

• Is an absolute number lying between -100 and +100

•uTest suggests “any positive number is good” (ref: TK Maxx Mobile Usability Testing Results Report)

NPS

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Net Promoter Score

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SYSTEM USABILITY SCALE

Exploring Usability Testing

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System Usability Scale

•Measures usability in terms of effectiveness, efficiency and satisfaction

• SUS can be read as a percentage

• SUS can be used as a benchmarking mechanism

• SUS can be used to compare the current system to competitors’ systems

• SUS can be used to compare the current system to future versions

SUS - System Usability Scale

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System Usability Scale

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System Usability Scale

1. I think that I would like to use this system frequently2. I found the system unnecessarily complex3. I thought the system was easy to use4. I think that I would need the support of a technical

person to be able to use this system5. I found the various functions in this system were well

integrated6. I thought there was too much inconsistency in this

system7. I would imagine that most people would learn to use

this system very quickly8. I found the system very cumbersome to use9. I felt very confident using the system10. I needed to learn a lot of things before I could get

going with this system

© 2013 Robert Sabourin EUT v1.1 27

SUS Questions

System Usability Scale

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SUS Responses

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System Usability Scale

• For odd items: subtract one from the user response.

• For even-numbered items: subtract the user responses from 5

• This scales all values from 0 to 4 (with four being the most positive response).

• Add up the converted responses for each user and multiply that total by 2.5. This converts the range of possible values from 0 to 100 instead of from 0 to 40.

© 2013 Robert Sabourin EUT v1.1 29

Scoring SUS

System Usability Scale

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Scoring SUS

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EXPLORATORY TESTING

Exploring Usability Testing

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Exploratory Testing

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Learning

DesignExecution

32

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Charter Statement

• Statement of mission

• Ties to purpose

• Focuses work

• Confirms understanding

• Delineates scope

• Analogy to test story

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Charter Statement

• Short, terse

• To the point

• Inclusions /

• Exclusions /

• Limits /

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eBay Usability Charters

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eBay Usability Charters

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eBay Usability Charters

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eBay Usability Charters

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Pairing Testers With …

Non Functional Testing

•Usability Gurus

•SMEs

•Human Factors Experts

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Heuristics

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Heuristics

Guide Exploration

Rules of thumb

Fallible but useful

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WHITEBOARDING

Exploring Usability Testing

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Prototype Styles

• Paper and pencil• Comic books style story boards• Wire frame models• Mock ups• Prototypes• Site maps• User flow• Wire flow• Story boards• Wire frame• Page description diagram• Functional specification

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Whiteboarding

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Whiteboarding

What is Whiteboarding?

Collaboration

Coordination

Conceptualization

© 2013 Robert Sabourin EUT v1.1 45

Tony Buzan

Mind Maps

© 2013 Robert Sabourin EUT v1.1 46

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Whiteboarding

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Whiteboarding

User Mind Map

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Buying a Book

Usage Scenarios

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Whiteboarding

Story Board

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Wrap-O-Matic

Usage Scenarios

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Scenario Based Testing

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Buying a Book

Usage Scenarios

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© 2013 Robert Sabourin EUT v1.1

Slide 54

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© 2013 Robert Sabourin EUT v1.1

Slide 55

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Social Networking

Usage Scenarios

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Scenario Based Testing

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Scenario Based Testing

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Scenario Based Testing

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Scenario Based Testing

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Scenario Based Testing

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Scenario Based Testing

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Scenario Based Testing

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Scenario Based Testing

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TOFT Testing

• Task Oriented

Functional Testing

– Can the user

accomplish useful

tasks correctly?

© 2013 Robert Sabourin EUT v1.1 Slide 67

USABILITY HEURISTICS

Exploring Usability Testing

© 2013 Robert Sabourin EUT v1.1 68

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Jakob Nielsen

• Usability heuristics

• Rules of thumb

• General principles of user interface design

• www.nngroup.com

© 2013 Robert Sabourin EUT v1.1 69

Usability Heuristics

• Visibility of system status

– Always keep users informed

– Provide appropriate feedback

– Respond in a reasonable timeframe

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Usability Heuristics

• Match between system and the real world

– Speak the users' language

– Use familiar concepts

– Follow a natural order

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Usability Heuristics

• User control and freedom

– Provide means to exit from unwanted states

– Provide undo and redo capabilities

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Usability Heuristics

• Consistency and standards

– Same words mean same thing in different contexts

– Follow environment conventions

© 2013 Robert Sabourin EUT v1.1 73

Usability Heuristics

• Error prevention

– Prevents problems from occurring

– Eliminate error-prone conditions

– Have a confirmation option

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Usability Heuristics

• Recognition rather than recall

– Making objects visible

– Make instructions available

© 2013 Robert Sabourin EUT v1.1 75

Usability Heuristics

• Flexibility and efficiency of use

– Accelerators for the expert user

– Make common options adaptable

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Usability Heuristics

• Aesthetic and minimalist design

– Dialogues should contain relevant information

© 2013 Robert Sabourin EUT v1.1 77

Usability Heuristics

• Help users recognize, diagnose, and recover from errors

– Use plain language for error messages

– Constructively suggest solutions

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Usability Heuristics

• Help and documentation

– Easy to search

– Focused on the user's task

– Offer concrete steps to be carried out

– Short and to the point

© 2013 Robert Sabourin EUT v1.1 79

USABILITY SEVERITY

LEVELS

Exploring Usability Testing

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Usability Severity

© 2013 Robert Sabourin EUT v1.1 81

ISO 9421

Exploring Usability Testing

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Usability ISO 9421

•the extent to which the intended goals of use are achieved

Effectiveness

•the resources that have been expended to achieve the intended goals

Efficiency

•the extent to which the user finds the use of the product acceptable

Satisfaction

•can user be harmed

Safety

© 2013 Robert Sabourin EUT v1.1 83

Usability ISO 9421

•the extent to which the system is complete in design and meets its desired goals

Completeness

•Is the capability of a software product to enable the user to learn how to use it

Learn-ability

•the extent to which the product fits into normal course of daily life

Convenience

•Confusing or vague usability. Misleading information that might also result in providing no usability at all

Ambiguity

© 2013 Robert Sabourin EUT v1.1 84

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USABILITY TEST

FRAMEWORK

Exploring Usability Testing

© 2013 Robert Sabourin EUT v1.1 85

Usability Test Framework

Basic Usability Test Steps

• Select representative users

• Complete defined set of tasks

• Facilitator observes user behaviour

• Interview user after task is completed

• User is asked to think aloud (recorded)

• Review findings to identify concerns

• Generate actionable recommendations

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Usability Test Framework

User groups

•Select 5 or 6 users for each group

•All should attempt the same tasks

•Complex applications may need many groups

•Groups can be based

•Domain (subject matter) expertise

•Experience level (task or professional)

•Solution familiarity

© 2013 Robert Sabourin EUT v1.1 87

Usability Test Framework

Where to perform usability tests?

• Control lab

• Conference room with recording equipment

• Work area with

• Local

• Distributed with local observer

• Distributed without local observer

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Usability Test Framework

Prepare Usability Scenario

• Identify project usability test objectives

•Select relevant user tasks

•Keep user instructions short and to the point

•Do not over complicate instructions

•Use the language of the user not the language of the system

•Make task parameters specific

•Use a logical flow

© 2013 Robert Sabourin EUT v1.1 89

Usability Test Framework

Running a test

•Let participants make mistakes

•Take note of questions

•Take note of decisions points

•Take note of alternative selections

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Usability Test Framework

Think Aloud Approach

• the user verbalizes actions and decisions

• user verbalizes questions concerns or ambiguities

Retrospective Think Aloud

• records and eye tracking software record event

• review with user and ask them to explain their actions

© 2013 Robert Sabourin EUT v1.1 91

Usability Test Framework

Reporting Findings

• List of usability concerns

• Summary of user questions

• Description of users behaviour

• Tasks of concern

• Too long

• Awkward

• Unsuccessful

• Time to complete

• Feedback

• Expected

• Unexpected

© 2013 Robert Sabourin EUT v1.1 92

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Usability Test Framework

Measures and metrics

•Effectiveness

•Efficiency

•Satisfaction

•Error frequency

•Memorability

© 2013 Robert Sabourin EUT v1.1 93

Usability Test Framework

Measures and metrics

• Successful task completion

• Error rates

• Time on task

• Subjective comments

• Likes

• Dislikes

• Recommendations

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Usability Test Framework

Facilitating a test

• Make participant comfortable with environment and technology

• Give participants a change to ask questions

• Explain process

• Ask participants about the amount of experience they have with the technology

• Ask participants about the amount of experience they have with the domain

• Review task description with participant

• Explain facilitators involvement

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FORMS AND WORKFLOWS

Exploring Usability Testing

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Form Design Principles

• Minimize pain• Illuminate path• Consider context• Ensure consistent communication

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Luke Wroblewski

Web Form Design

Eye Tracking

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Form Usability

• Number and location of errors• Severity of errors• Completion rates• Time to complete forms• Satisfaction scores• Subjective comments

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Awkward Form Path

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Clear Form Path

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Form Usability

• Eye tracking– What people looked at

– Number of eye fixations

– Length of eye fixations

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Form Usability Checklist

�Any unnecessary questions�Succinct questions�Sincere voice�Natural language�Logical groups of information�Structure form as a conversation�Ask optional questions separately

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Form Usability Checklist

�Name the form�Name sections of the form�Clear scan line�Spacing between sections�Minimal distractions�Start page guidance for long forms�Indicate progress

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Progress Indication

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Input Validation

�Suggest valid answers�Illustrate valid format�Validate syntax after user enters data�Indicate limits or ranges of inputs�Provide smart defaults�Hide unneeded controls

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Error Messages

�Provide clear error messages�Indicate if error blocks completion�Guide users to resolve error�Provide visual emphasis of error�Use red text and icons for errors�Indicate successful completion

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DO IT YOURSELF

USABILITY TESTING

Exploring Usability Testing

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Do it yourself

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Do it yourself

A morning a month

Get insights from users

Watch real users

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Do it yourself

Recruit diversely

Find important problems

Improve design

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Do it yourself

Three testers

Test on site

Observe shared screens

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Do it yourself

Observers take notes

User questions recorded

Action decided at lunch

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SOME MOBILE USABILITY

CONCERNS

Exploring Usability Testing

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Mobile Usability

•Small Screens

•Limited bandwidth

•Fingers

•No Flash Like GUI

Difficulties

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Mobile Usability

•Bad first impression

•Operator errors

•Negative feedback / reviews

•Competitor fills gap

Risks

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Mobile Usability

• Important stuff on top

• Easy to find stuff

• Single column layout

• Minimize navigation

• Light data

Guidelines

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Mobile Usability

• Finger taps

• Avoid fancy web gui technologies

• Minimize forms

• Minimize feature sets

• Separate mobile web resources

• Fast

Guidelines

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Mobile Usability

•In the lab

•Beta

•Crowd source

Mobile Usability Test

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Mobile Usability

• Vary and control

• Technologically

• OS

• Browser

• Device

• Carrier

• Bandwidth

Mobile Usability Test

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Mobile Usability

•Geographically

• Continent

• Country

•City

• Language

• Locale

Vary and control

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Mobile Usability

•Demographically

•Age

•Gender

• Education

•Employment

• Industry

•Computer savvy

•Domain expertise

Vary and control

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LEAN UX

Exploring Usability Testing

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Lean UX

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Lean UX

•Cross functional teams

•Small teams

•Dedicated teams

•Collocated teams

• Progress equals Outcomes

• Problem focused teams

Lean Principles

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Lean UX

•Remove waste

•Small batch size

•Continuous discovery

•GOOB Get out of the building

•Shared understanding

•No Rock Stars Gurus or Ninjas

Lean Principles

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Lean UX

•Externalize Your Work

•Making over Analysis

• Learning over Growth

•Permission to Fail

•Getting out of the Deliverables Business

Lean Principles

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Lean UX

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Assumptions

Hypotheses

Outcomes

Personas

Features

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Lean UX

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•Business

•User

Assumptions

Lean UX

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We believe that creating this experience for these personas will achieve this outcome. We will know this to be true when we see this feedback or measure.

Hypotheses

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Lean UX

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Outcomes

More business

More referrals

More fun

Lean UX

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Personas

• Sketch and Name

•Demographic

• Pain points & needs

• Potential solutions

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Lean UX

© 2013 Robert Sabourin EUT v1.1 133

•Capabilities

•Tactics

•Products

Features are

Lean UX

© 2013 Robert Sabourin EUT v1.1 134

•Business

•Customer

•User

Features serve

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Lean UX

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Features drive customer behaviour

Lean UX

© 2013 Robert Sabourin EUT v1.1 136

Process

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Thank You

• Questions?

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