How to save your client $1600 per task per year through Usability Testing

I have noticed quite a few mails asking how to conduct a usability test or how to interpret the results of a test. I thought it'd be a good idea to give you all a set of documents that resulted out of a usability test. I have changed the actual information for reasons of confidentiality, but it should give you a good insight of what a usability test is all about.

What is a usability test?

It is testing your product on actual users to find out 1)If your product is easy to use 2)If the navigation is user-friendly 3)Get 'feature' ideas to improve your product 4)If users were able to perform their tasks efficiently, and within acceptable time limits, and 5)To measure the 'joy of use'

To me, the most important metric is the 'task-time': When a user is taking longer to perform a particular task, that means something's wrong; could be the navigation or it could be the color scheme you chose or a combination of such common mistakes. Why is task-time important? If you can reduce the task-time of a particular task by say 30 seconds, and your product is used by a 100 strong company; and this task is a daily task, performed at least once... you have saved your client from a productivity loss of: 50 minutes per day. OR slightly over 4 hours per week. Assuming all 100 are paid $10 per hour. We are looking at savings of $40 per week PER TASK. And if your client works for 40 weeks in a year, you are looking at $1600 savings only on a simple task that users perform on your product. I may be indulging in some wishful thinking here, and maybe my math is terrible, but whichever way you look at it, usability does save money. There are other reasons why usability testing should be adopted in your development process, but I choose not to discuss them now. Shall write a separate piece on that later.

What is the Think Aloud method?

1)Identify actual/representative users (five users is my advice)

2)Make a list of tasks (example: Search and find the currency of Honolulu)

3)Choose a location where your users are comfortable; a location that reflects their working environment.

4)Notify users about your usability test. Send invites. Follow it up with a phone call or e-mail and confirm their participation.

5)Explain that they are not being tested, the product is being tested. Give them the tasks. Ask them to keep thinking aloud (say it as soon as a thought enters your mind!). And YOU shut-up!

6)Observe users. Their expressions. Those small clicks of the tongue indicating frustration. Those non-verbal hints (scratching one's scalp rapidly, in one short burst OR those little shrugs indicating helplessness) NOTE IT DOWN. ALL OF IT. Tell them they can abort a task anytime they want to.

7)Use a Dictaphone to record comments. Note down the time per task. (check with them if you can tape them)

8)Take the satisfaction survey (to figure out the 'joy of use' of the lack of it thereof)

9)Thank them and give them a nice gift (some people give cash, but I give dinner coupons)

10)Repeat steps 1 to 9 for all five users.

11)Sleep on it. Compile a report next day.

Usability Testing DOs

*Smile. Be a friend. Don't be this geeky dick. No one likes them.

*Observe. I can't stress its importance enough. You got to be a keen observer. You have to record what was 'unsaid' too my friend.

*Listen: Talk less. Do more. Give non-verbal cues to the user like nodding the head or through 'uh-uh?' 'Oh yes.' 'and?' 'hmmmhmmm?' You know.

Usability Testing DONTs

#Don't help the user perform the task. We are here to find out how 'intuitive' the product is.

#Don't crowd on the user. Give him/her the privacy that is needed.

#Don't interrupt when the user it talking to you. Your words can wait.

#Don't get too personal.

[These are by no means comprehensive. I am just jotting down whatever came to my mind. If you have some more, do contribute. Mail me to learn how]

Usability testing: Sample reports

->Download Sample Documents<-<

The zipped file contains:

1)Participation Questionnaire

2)Task-time report

3)Satisfaction survey

4)Task-sheet example

->Download Sample Documents<-

Disclaimer: Most of the surveys were based on the STC usability kit. I am still working on customizing these documents for my use. So use your discretion.