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2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION 1
SIMPLEUSABILITYTESTING
Ketut Sulistyawati / Dian Soraya
Somia Customer Experience
www.somiaconsulting.com
“If you want to know whether your software.. is easy enough to use,
watch some people while they try to use it and note where they run
into trouble. Then fix it, and test it again.”
6/10/142014 SOMIA CUSTOMER EXPERIENCE 2
WHATISUSABILITYTESTING?
Author,“Don’tMakeMeThink”and“Rocket
SurgeryMadeEasy”
6/10/142014 SOMIA CUSTOMER EXPERIENCE 3
You ≠ User
WHYDOUSABILITYTESTING?
6/10/142014 SOMIA CUSTOMER EXPERIENCE 4
•  Know a lot about the product/services
•  Passionate about what you offer
•  Familiar or have knowledge about the
product
•  Know little or nothing about your product
•  Just want to get things done
•  May use the product for the 1t time and
have no ideas how the work
?
You ≠ User
WHYDOUSABILITYTESTING?
6/10/142014 SOMIA CUSTOMER EXPERIENCE 5
A B A B
Sometimes you believe you know how the user would
tap and swipe but in reality actual user may take
unexpected path to find what are they looking for.
?
You ≠ User
EASY
WHYDOUSABILITYTESTING?
6/10/142014 SOMIA CUSTOMER EXPERIENCE 6
•  Reduce Costs
•  Improve Effectiveness
•  Increase Revenue
*Source:
IEEE (Institute of Electrical and Electronics Engineers)
http://spectrum.ieee.org/computing/software/why-software-fails/
TESTING??HMM..
The cost of fixing an
error can be 100 times
as high as it would
have been during the
development stage *
WHYDOUSABILITYTESTING?
6/10/142014 SOMIA CUSTOMER EXPERIENCE 7
Source: Flickr
WHATCANYOUTEST?
DIGITAL
6/10/142014 SOMIA CUSTOMER EXPERIENCE 8
Source:
commons.wikimedia.org
WHATCANYOUTEST?
wayfinding
6/10/142014 SOMIA CUSTOMER EXPERIENCE 9
forms
6/10/142014 SOMIA CUSTOMER EXPERIENCE 10
Source: Flickr
Source: Wikimedia
WHATCANYOUTEST?
Anythingthat
involvesuser
interaction
6/10/142014 SOMIA CUSTOMER EXPERIENCE 11
Anythingthat
involvesuser
interactionSource: Flickr
WHATCANYOUTEST?
HOW?
6/10/142014 SOMIA CUSTOMER EXPERIENCE 12
Create
scenario
Preparewhat
youwantto
test
recruit Runthe
test
analyze
EXERCISE
30 minutes
6/10/142014 SOMIA CUSTOMER EXPERIENCE 13
https://www.mcdelivery.co.id
1.  Create scenario
2.  Prepare the prototype to test
3.  Recruit
4.  Run the test
5.  Analyze
1.CREATESCENARIO
6/10/142014 SOMIA CUSTOMER EXPERIENCE 14
•  Identify key tasks that users might use the product / service for and convert them into scenarios
•  Avoid using direct names or interface related, as participants will just scan the screen for the word
“please login and manage your flight booking”
“you have bought a flight ticket for tomorrow, but you now need to change the
flight date to next week. please find how you would do this”
Example:
Compare it with:
6/10/142014 SOMIA CUSTOMER EXPERIENCE 15
2.PREPAREWHATYOUWANTTOTEST
Source: Amberlight.
Whatcanyoutest?
Paper
Prototype
Digital
Prototype
Real
Product
•  pen (or pencil) and paper
•  the quickest and the easiest way to start
prototyping
•  most often used during the early stages of a
design cycle
•  force users to focus on how they will use the
system instead of what it will look like
Source: Smashing Magazine
LOW
FIDELITY
•  using computer-based tools such as visio, balsamiq,
omnigraffle, axure
•  take more time and effort but look more formal and
refined
•  while visual elements of branding, colors and style
can be introduced, it is often avoided to focus on the
behavior of the application
•  interactivity can be simulated by linking pages or
screens
Source: Smashing Magazine
MEDIUM
FIDELITY
•  the most realistic and are often mistaken for the
final product
•  usually more time and labor intensive
•  appropriate when high visual and functional fidelity
is required
Source: Smashing Magazine
HIGH
FIDELITY
3.RECRUIT
•  Who to recruit?
•  Ideal: the target users of your products / services
•  In a quick and dirty world: your co-workers, friends, family – who might be of close
resemblance to the target users
•  How many participants?
•  Depend on the purpose of your study as well as your resources and timeline
•  5 participants per target group will usually uncover most usability problems
6/10/142014 SOMIA CUSTOMER EXPERIENCE 19
“The best results come from testing no more than 5 users and
running as many small tests as you can afford.”
6/10/142014 SOMIA CUSTOMER EXPERIENCE 20
JakobNielsen
principal,NielsenNormanGroup
4.RUNTHETEST
6/10/142014 SOMIA CUSTOMER EXPERIENCE 21
• Explain what’s going to happen
• Assure them that there’s no right or wrong. We are interested in their real, honest, most
natural reaction.
• Think aloud – ask users to constantly verbalize what they are thinking, seeing, feeling, and
doing while performing the task
• to help us understand “why” users took (or did not take) certain actions
• Encourage, but don’t tell them how to do
• Probe when necessary
• Observe for non-verbal cues
HOW
•  Do test the site not the participants
•  Do note participant’s success in completing each task
•  Do ask open-ended follow up questions
•  Do compensate participants
6/10/142014 SOMIA CUSTOMER EXPERIENCE 22
DO
HOW
•  Don’t give participants tasks that can not be completed
•  Don’t guide participants
•  Don’t answer questions until the end
•  Don’t take it personally
6/10/142014 SOMIA CUSTOMER EXPERIENCE 23
Don’t
5.ANALYZE
6/10/142014 SOMIA CUSTOMER EXPERIENCE 24
•  List the usability issues that you observe
•  Identify severity of issues
•  Prioritize issues
•  Come up with ideas to solve the issues
EXERCISE
30 minutes
6/10/142014 SOMIA CUSTOMER EXPERIENCE 25
http://citilink.co.id
1.  Create scenario
2.  Prepare the prototype to test
3.  Recruit
4.  Run the test
5.  Analyze
THANKYOU
KETUT SULISTYAWATI / DIAN SORAYA
WWW.SOMIACONSULTING.COM
@SOMIACX
2014 SOMIA CUSTOMER EXPERIENCE 26

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Simple Usability Testing - Akademi Berbagi Bali

  • 1. 2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION 1 SIMPLEUSABILITYTESTING Ketut Sulistyawati / Dian Soraya Somia Customer Experience www.somiaconsulting.com
  • 2. “If you want to know whether your software.. is easy enough to use, watch some people while they try to use it and note where they run into trouble. Then fix it, and test it again.” 6/10/142014 SOMIA CUSTOMER EXPERIENCE 2 WHATISUSABILITYTESTING? Author,“Don’tMakeMeThink”and“Rocket SurgeryMadeEasy”
  • 3. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 3 You ≠ User WHYDOUSABILITYTESTING?
  • 4. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 4 •  Know a lot about the product/services •  Passionate about what you offer •  Familiar or have knowledge about the product •  Know little or nothing about your product •  Just want to get things done •  May use the product for the 1t time and have no ideas how the work ? You ≠ User WHYDOUSABILITYTESTING?
  • 5. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 5 A B A B Sometimes you believe you know how the user would tap and swipe but in reality actual user may take unexpected path to find what are they looking for. ? You ≠ User EASY WHYDOUSABILITYTESTING?
  • 6. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 6 •  Reduce Costs •  Improve Effectiveness •  Increase Revenue *Source: IEEE (Institute of Electrical and Electronics Engineers) http://spectrum.ieee.org/computing/software/why-software-fails/ TESTING??HMM.. The cost of fixing an error can be 100 times as high as it would have been during the development stage * WHYDOUSABILITYTESTING?
  • 7. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 7 Source: Flickr WHATCANYOUTEST? DIGITAL
  • 8. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 8 Source: commons.wikimedia.org WHATCANYOUTEST? wayfinding
  • 9. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 9 forms
  • 10. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 10 Source: Flickr Source: Wikimedia WHATCANYOUTEST? Anythingthat involvesuser interaction
  • 11. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 11 Anythingthat involvesuser interactionSource: Flickr WHATCANYOUTEST?
  • 12. HOW? 6/10/142014 SOMIA CUSTOMER EXPERIENCE 12 Create scenario Preparewhat youwantto test recruit Runthe test analyze
  • 13. EXERCISE 30 minutes 6/10/142014 SOMIA CUSTOMER EXPERIENCE 13 https://www.mcdelivery.co.id 1.  Create scenario 2.  Prepare the prototype to test 3.  Recruit 4.  Run the test 5.  Analyze
  • 14. 1.CREATESCENARIO 6/10/142014 SOMIA CUSTOMER EXPERIENCE 14 •  Identify key tasks that users might use the product / service for and convert them into scenarios •  Avoid using direct names or interface related, as participants will just scan the screen for the word “please login and manage your flight booking” “you have bought a flight ticket for tomorrow, but you now need to change the flight date to next week. please find how you would do this” Example: Compare it with:
  • 15. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 15 2.PREPAREWHATYOUWANTTOTEST Source: Amberlight. Whatcanyoutest? Paper Prototype Digital Prototype Real Product
  • 16. •  pen (or pencil) and paper •  the quickest and the easiest way to start prototyping •  most often used during the early stages of a design cycle •  force users to focus on how they will use the system instead of what it will look like Source: Smashing Magazine LOW FIDELITY
  • 17. •  using computer-based tools such as visio, balsamiq, omnigraffle, axure •  take more time and effort but look more formal and refined •  while visual elements of branding, colors and style can be introduced, it is often avoided to focus on the behavior of the application •  interactivity can be simulated by linking pages or screens Source: Smashing Magazine MEDIUM FIDELITY
  • 18. •  the most realistic and are often mistaken for the final product •  usually more time and labor intensive •  appropriate when high visual and functional fidelity is required Source: Smashing Magazine HIGH FIDELITY
  • 19. 3.RECRUIT •  Who to recruit? •  Ideal: the target users of your products / services •  In a quick and dirty world: your co-workers, friends, family – who might be of close resemblance to the target users •  How many participants? •  Depend on the purpose of your study as well as your resources and timeline •  5 participants per target group will usually uncover most usability problems 6/10/142014 SOMIA CUSTOMER EXPERIENCE 19
  • 20. “The best results come from testing no more than 5 users and running as many small tests as you can afford.” 6/10/142014 SOMIA CUSTOMER EXPERIENCE 20 JakobNielsen principal,NielsenNormanGroup
  • 21. 4.RUNTHETEST 6/10/142014 SOMIA CUSTOMER EXPERIENCE 21 • Explain what’s going to happen • Assure them that there’s no right or wrong. We are interested in their real, honest, most natural reaction. • Think aloud – ask users to constantly verbalize what they are thinking, seeing, feeling, and doing while performing the task • to help us understand “why” users took (or did not take) certain actions • Encourage, but don’t tell them how to do • Probe when necessary • Observe for non-verbal cues
  • 22. HOW •  Do test the site not the participants •  Do note participant’s success in completing each task •  Do ask open-ended follow up questions •  Do compensate participants 6/10/142014 SOMIA CUSTOMER EXPERIENCE 22 DO
  • 23. HOW •  Don’t give participants tasks that can not be completed •  Don’t guide participants •  Don’t answer questions until the end •  Don’t take it personally 6/10/142014 SOMIA CUSTOMER EXPERIENCE 23 Don’t
  • 24. 5.ANALYZE 6/10/142014 SOMIA CUSTOMER EXPERIENCE 24 •  List the usability issues that you observe •  Identify severity of issues •  Prioritize issues •  Come up with ideas to solve the issues
  • 25. EXERCISE 30 minutes 6/10/142014 SOMIA CUSTOMER EXPERIENCE 25 http://citilink.co.id 1.  Create scenario 2.  Prepare the prototype to test 3.  Recruit 4.  Run the test 5.  Analyze
  • 26. THANKYOU KETUT SULISTYAWATI / DIAN SORAYA WWW.SOMIACONSULTING.COM @SOMIACX 2014 SOMIA CUSTOMER EXPERIENCE 26