UX camp ams-2015- User Checks
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Transcript of UX camp ams-2015- User Checks
userneeds! @anous
User Checks!Get to a better design fast
Workshop by Userneeds - Anouschka Scholten September 12, 2015
userneeds! @anous
Quantitative methods
userneeds! @anous
Make people’s lives better.
userneeds! @anous
userneeds! @anous
People do not always do what you think they do!People do not always do what you tell them to do!People do not always do what they think they do!People do not always do what they say they do!!Observations and asking why makes you find out what people really do and need!
userneeds! @anous
Usability testing is about
observing behaviour Watch the user do what comes naturally,while performing a task (thinking aloud).
Don't help.Not asking about opinion.
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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!
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Usability ROI
• Increased conversion rates whatever the user goal is (purchase, download, troubleshooting etc), they can achieve it with ease
• Increased productivity
• Reduced need for help desk intervention
• Reduced fall off rate at checkout
userneeds! @anous
No usability testing
• Customer dissatisfaction
• Lose of potential income
• Losing money on marketing
• Higher development costs
• Bad reputation
• Staying behind the competition
userneeds! @anous
user checks!& traditional usability testing!
userneeds! @anous
Usability Test traditional
1 round of testing"In a lab environment, eye tracking Moderator is a UX researcher Process based
userneeds! @anous
Traditional Usablity test drawbacks
• 1 time, at end design process
• An extensive report, little or no redesign
• No retest
• Not in user context
• High costs: lab, eye tracking, special UX researcher
• Product team indirectly involved
• Schedule well in advance (at least 1 month)
userneeds! @anous
userneeds! @anous
Test and retest within 1-3 weeks In the users context, quick and easy set up Designer conducts the test, team directly involved Value based
User Checks Agile Usability Test
userneeds! @anous
User Checks Agile Usability Testing
6 Evaluate Priortize
Improvements 2. ROUND
3. Evaluate Priortize Improvements
5. ROUND
1. Design / MVP
4. Improved Design /
MVP
7. Improved Design /
MVP
Repeat or
develop
Based on the RITE-model: https://uxmag.com/articles/the-rite-way-to-prototype
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0. PrepareFocus test, informed by data and user feedback; what is the goal, what do you want to improve, where do you want to find out the WHY
User Checks steps
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1. The MVP/PrototypeThe test subject, if in design phase with focus on problem area, prototyped.
User Checks steps
userneeds! @anous
2. User Checks – Round 1Observe 2 or 3 real users, attempt real task(s); conduct simple usability test per user > user check(UX) designer as moderator, team member as observer. Preferably in context user
User Checks steps
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3. From findings to improvementsWhat have we learned, prioritize, what are improvements. Via KJ-method and Impact/effort matrix Sources: http://www.uie.com/articles/kj_technique/ and http://www.innovationgames.com/impact-effort-matrix/
User Checks steps
userneeds! @anous
4. Improved design > 5. User Checks Round 2Improve the prototype, do a 2nd round of user checks with the next 2 or 3 real users (not the same as round 1!)
User Checks steps
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6. Findings and improvements > 7. Improved designCollect and group findings, prioritize. Think of design improvements, prioritize and implement in better designRepeat the process or implement design
User Checks steps
userneeds! @anous
Outsourcing your user research work is like outsourcing your vacation. It gets the job done, but probably won’t have the effects you were seeking. Jared Spoolhttp://www.uie.com/brainsparks/2011/08/02/outsourcing-your-user-research-is-like-outsourcing-your-vacation/
“
userneeds! @anous
examples!
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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 GGD Haaglanden project Angi Studio: http://angistudio.com/cases/ggd-haaglanden.html User Checks during completely new design
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
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“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 during redesign Greenchoice.nl, project Angi Studio:"http://angistudio.com/cases/greenchoice.html
userneeds! @anous Subsidie aanvraagsysteem Gemeente Den Haag, project Angi Studio: http://angistudio.com/cases/gemeentelijk-subsidie-loket.html
User Checks during completely new design
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
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Compared
Cost From 10.000 EUR From 5.000 EUR
Test participants 6-8 once 2 rounds with 3 participants
Who performs UX researchers/specialists only
Product team (designers, product owner, developers)
Where Lab In context user or meeting room
How often Once Twice or more
With 1 MVP/design 2 or more variations of MVP/design
Equipment Laptop/mobile, Eytracking, video
Laptop/mobile, audio- and screen capture
Plan At least 1 month upfront Recruit (target) users and conduct
You get Report, 1-2 weeks later A better design and retest in 1-3 weeks Engaged team
Tradit. usability tests User checks
userneeds! @anous
Get down to it!
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What to test ?
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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
Observe 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. Give them a task..
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”)
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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)
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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
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1. 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?
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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
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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 ?
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a case!
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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!!!
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Volunteers
• 2 moderators
• 2 users
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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, gets 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;…
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Observe the user’s behaviour
Note every occasion the user:
• hesitates, worries, or is forced to think
• misunderstands something
• gets frustrated or annoyed
• gives up
• is surprised
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1st user check session!20 min !2nd user check session!20 min !Findings & improvements!20 min !
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The findings, issues Evaluate Findings
• Collect Findings
• Prioritize issues to be solved: prioritize from the business/user goals perspective, rate them
Do this with the whole team
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Design improvements
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 "
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;…}
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Just do it!!
userneeds! @anous
thank you!