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The benefits of “Do It Yourself” Usability
Testing
By Jonathan RubinFirst Fridays Program ManagerGeneral Services Administration
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Let me tell you a story
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Hanging chads
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inspections
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butteflu
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They didn’t listen to customer’s wants, needs and expectations.
TAKEWAY MESSAGE: Testing with customers gets you valuable feedback (duh)!
Why did problems occur?
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In this hour…
1. What is usability2. Why you need usability3. Idea: Do your own testing!
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1. What is usability?
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Usability =
How people interact with a product, system or service, and how they expect it to work.
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Usability ≠ Quality Control
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Good products are usable
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What is it? How do you use it?
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What is it? How do you use it?
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Don’t feel stupid!
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1. Observe users (customers) using your product
2. (Re)design with users in mind3. Get a usable product4. Repeat
4 Steps to Working with Users
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• Education• Demonstration Tests• Awareness
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We’ve helped these folks
• DOT• Interior• IRS• U.S. Army• NASA• Labor• OMB• GSA
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• State• FCC• USAJobs• Census• NSF• NIH• And 35
others
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Free @ Howto.gov/firstfridays
• Usability Testing Scripts• Email Templates• Best Practices• Final Report Examples• Project Management• Before and After Screenshots• Videos• Etc.
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2. Why you need usability
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Top 5 Government Usability Problems
• Too many words
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Top 5 Government Usability Problems
• Too many words• Gov speak / jargon
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Top 5 Government Usability Problems
• Too many words• Gov speak / jargon• Top tasks hard to find
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Top 5 Government Usability Problems
• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation
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Top 5 Government Usability Problems
• Too many words• Gov speak / jargon• Top tasks hard to find• Ineffective navigation• Ineffective search results
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Example 2: GSA IntranetExample 2: GSA Intranet
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?
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04/10/2327
Before After
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• Reduced developer time
Usability’s Return on Investment (ROI)
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• Reduced developer time• Reduced training time
Usability’s Return on Investment (ROI)
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• Reduced developer time• Reduced training time• Reduced help desk calls / emails
Usability’s Return on Investment (ROI)
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• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate
Usability’s Return on Investment (ROI)
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• Reduced developer time• Reduced training time• Reduced help desk calls / emails• Higher task completion rate• PR boost
Usability’s Return on Investment (ROI)
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Know your users, for you are not them - Usability Yoda
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3. Idea: Do your own testing!
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Must read: ‘Rocket Surgery Made Easy’
• Commit to monthly product testing • Same time each month• More observers + more testing = more buy-in
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Needed for “discount” usability testing
• Executive champion!
Needed for UT
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• Executive champion!• One morning a month
Needed for UT
Needed for UT
Needed for “discount” usability testing
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• Executive champion!• One morning a month• 1-2 rooms
Needed for “discount” usability testing
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• Executive champion!• One morning a month• 1-2 rooms• Laptops
Needed for “discount” usability testing
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• Executive champion!• One morning a month• 1-2 rooms• Laptops• Screen sharing software ($1000/yr)
Needed for “discount” usability testing
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• Executive champion!• One morning a month • 1-2 rooms• Laptops• Screen sharing software ($1000/yr)• Volunteers
Needed for “discount” usability testing
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• Executive champion!• One morning a month • 1-2 rooms• Laptops• Screen sharing software ($1000/yr)• Volunteers• Food ($10/person)
Needed for “discount” usability testing
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• Executive champion! • One morning a month• 1-2 rooms• Laptops• Screen sharing software ($1000/yr)• Volunteers• Food ($10/person)• Incentives ($0- $80)
Needed for “discount” usability testing
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• Executive champion! • One morning a month• 1-2 rooms• Laptops• Screen sharing software ($1000/yr)• Volunteers• Food ($10/person)• Incentives ($0- $80)• Training (FF)
Needed for “discount” usability testing
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How many people do I need?
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Spending on usability
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When usability is present, 10% of development budget spent on usability
- Usability Return on Investment (2008, Nielsen Norman Group Report)
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Staffing options (all are good)
1. Usability Contractor ($17,000 per test)
2. Dedicated Usability Staff ($60,000+)3. Get training and do it yourself (Free)
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Matrixed Approach to Staffing
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• Part-time volunteers!• Borrow from other departments• You are “providing skill building opportunities”• Flexible needs: 1 -20 hours a month
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Types of First Fridays Tests
• 1. Formal, talk-aloud tests
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Stakeholder Meeting
Develop Scenarios
Recruit Participants
+ Observers
Conduct Test
Write Report
Follow-up Meeting
Formal Testing Process
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Testing RoomObservation Room
It takes two (rooms) to test
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Formal Testing Schedule
• 8:20 – 8:30 Welcome• 8:30 - 9:30 Tester #1• 9:30 – 10:30 Tester #2• 10:30 – 11:30 Tester #3• 11:30 – Noon Lunch• Noon – 1:30 Debrief / Critique
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Absolute MinimumUsability Staffing
Testing Room
T
F
T = Tester, F = Facilitator
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Minimum First Fridays Staffing
Observation Room Testing Room
T
O
FM
OO
O O
O = Observer F = Facilitator M = Room Manager
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Better Staffing
Observation Room Testing Room
T
FM
O
O
G = GreeterDG = Data Gatherer BU = Back up
G
FOOOOO
DG
BU
BU
BU
O = ObserverF = Facilitator M = Room Manager
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Types of First Fridays Tests
1. Formal, talk-aloud tests2. Hallway Tests
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Types of First Fridays Tests
1. Formal, talk-aloud tests2. Hallway Tests3. Navigation Improvement / Card sort
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3. Navigation Improvement
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Types of First Fridays Tests
1. Formal, talk-aloud tests2. Hallway Tests3. Navigation Improvement / Card sort4. Quick Win Evaluation (Heuristics
Analysis)
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4. Quick Win Evaluation (Heuristics)
• Not for newbies• Group or single person feedback– Checklist– Task run-through
• PRO: Fast! <1 week• CON: No users
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Teach em to fishTeach ‘em to fish
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• Executive champion! • One morning a month• 1-2 rooms• Laptops• Screen sharing software• Volunteers• Food• Incentives for testers• Training (First Fridays!)
Review: What you need to fish
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Howto.gov/firstfridays
Free usability resources!
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• Observe a test
More info on First Fridays
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• Observe a test• Recommend a website
More info on First Fridays
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• Observe a test• Recommend a website• Volunteer as a tester (remote or in person)
More info on First Fridays
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• Observe a test• Recommend a website• Volunteer as a tester (remote or in person)• Learn to fish (Facilitator in Training program)
More info on First Fridays
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Once a month