Post on 16-Jan-2015
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The benefits of “Do It
Yourself” Usability Testing
By Jonathan Rubin
First Fridays Program Manager
General Services Administration
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Let me tell you a story
3
Hanging chads
4
inspections
5
butteflu
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 usability
2. Why you need usability
3. Idea: Do your own testing!
1. What is usability?
Usability =
How people interact with a
product, system or service,
and how they expect it to
work.
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!
1. Observe users (customers) using your
product
2. (Re)design with users in mind
3. Get a usable product
4. Repeat
4 Steps to Working with Users
• Education • Demonstration Tests • Awareness
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
Free @ Howto.gov/firstfridays
• Usability Testing Scripts • Email Templates • Best Practices • Final Report Examples • Project Management • Before and After Screenshots • Videos • Etc.
2. Why you need usability
Top 5 Government Usability
Problems
• Too many words
Top 5 Government Usability
Problems
• Too many words
• Gov speak / jargon
Top 5 Government Usability
Problems
• Too many words
• Gov speak / jargon
• Top tasks hard to find
Top 5 Government Usability
Problems
• Too many words
• Gov speak / jargon
• Top tasks hard to find
• Ineffective navigation
Top 5 Government Usability
Problems
• Too many words
• Gov speak / jargon
• Top tasks hard to find
• Ineffective navigation
• Ineffective search results
Example 2: GSA Intranet Example 2: GSA Intranet
?
9/11/2012 27
Before After
• Reduced developer time
Usability’s Return on Investment (ROI)
• Reduced developer time
• Reduced training time
Usability’s Return on Investment (ROI)
• Reduced developer time
• Reduced training time
• Reduced help desk calls / emails
Usability’s Return on Investment (ROI)
• Reduced developer time
• Reduced training time
• Reduced help desk calls / emails
• Higher task completion rate
Usability’s Return on Investment (ROI)
• Reduced developer time
• Reduced training time
• Reduced help desk calls / emails
• Higher task completion rate
• PR boost
Usability’s Return on Investment (ROI)
Know your users, for you are not them
- Usability Yoda
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
Needed for “discount” usability testing
• Executive champion!
Needed for UT
• Executive champion!
• One morning a month
Needed for UT
Needed for “discount” usability testing
• Executive champion!
• One morning a month
• 1-2 rooms
Needed for “discount” usability testing
• Executive champion!
• One morning a month
• 1-2 rooms
• Laptops
Needed for “discount” usability testing
• Executive champion!
• One morning a month
• 1-2 rooms
• Laptops
• Screen sharing
software ($1000/yr)
Needed for “discount” usability testing
• Executive champion!
• One morning a month
• 1-2 rooms
• Laptops
• Screen sharing
software ($1000/yr)
• Volunteers
Needed for “discount” usability testing
• Executive champion!
• One morning a month
• 1-2 rooms
• Laptops
• Screen sharing
software ($1000/yr)
• Volunteers
• Food ($10/person)
Needed for “discount” usability testing
• 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
• 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?
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)
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
Types of First Fridays Tests
• 1. Formal, talk-aloud tests
Stakeholder
Meeting
Develop
Scenarios
Recruit
Participants
+ Observers
Conduct
Test
Write
Report
Follow-up
Meeting
Formal Testing Process
Testing Room Observation 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
Absolute Minimum Usability Staffing
Testing Room
T
F
T = Tester,
F = Facilitator
Minimum First Fridays Staffing
Observation Room Testing Room
T
O
F M
O O
O O
O = Observer
F = Facilitator
M = Room Manager
Better Staffing
Observation Room Testing Room
T
F M
O
O
G = Greeter
DG = Data Gatherer
BU = Back up
G
F O O O O O
DG
BU
BU
BU
O = Observer
F = Facilitator
M = Room Manager
Types of First Fridays Tests
1. Formal, talk-aloud tests
2. Hallway Tests
Types of First Fridays Tests
1. Formal, talk-aloud tests
2. Hallway Tests
3. Navigation Improvement / Card sort
3. Navigation Improvement
Types of First Fridays Tests
1. Formal, talk-aloud tests
2. Hallway Tests
3. Navigation Improvement / Card sort
4. 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
Teach em to fish Teach ‘em to fish
• 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
Howto.gov/firstfridays
Free usability resources!
• Observe a test
More info on First Fridays
• Observe a test
• Recommend a website
More info on First Fridays
• Observe a test
• Recommend a website
• Volunteer as a tester
(remote or in person)
More info on First Fridays
• 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
Once a month
Thanks!
Jonathan.rubin@gsa.gov
firstfridays@gsa.gov
Howto.gov/firstfridays