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1、Practical Approaches toUsability Testing,Julie NowickiPresidentOptavia Corporation,WEB2000,Practical Approaches to Usability Testing WEB2000,1,Goals,Put usability testing in perspectiveIn the bigger picture of usabilityCompared to other techniquesUnderstand the breadth of usability testing methods a
2、vailableBe able to focus and choose the right methodDepending on the web sites development stageBalancing resource costs against benefits of various methods,Practical Approaches to Usability Testing WEB2000,2,Topics,The role of usability testingDefinition and comparison to other techniquesDesigning
3、the usability testPlanningChoosing specific methodsTuxedos or jeans?Summary:Getting what you wantAnd what your customers want!,Practical Approaches to Usability Testing WEB2000,3,E-commerce and Usability,Three E-commerce segmentsB2C(Business-to-Consumer)B2B(Business-to-Business)B2E(Business-to-Emplo
4、yee)All focus on the customerAbility of customer toeffectively complete a task,withhigh satisfaction levelsis key to the bottom line,Practical Approaches to Usability Testing WEB2000,4,Qualities of a usable Web site,LearnabilityCan customers easily grasp how to use the site the very first time?Memor
5、abilityDo customers remember how the next time?Ease-of-useCan customers navigate easily?Is the design consistent and predictable?EfficiencyCan customers complete tasks and transactions effectively?AppealMore than visual:do customers feel positive about the experience?,Practical Approaches to Usabili
6、ty Testing WEB2000,5,How can usability testing help?,Practical Approaches to Usability Testing WEB2000,6,Characteristics of a usability test,Uses real customers(users)Customers perform actual tasks with the site or a prototypeData is recordedMay be qualitative or quantitativeIncludes customer commen
7、tsProvides objective informationFacilitated by a skilled specialistObserved by a skilled specialist,Practical Approaches to Usability Testing WEB2000,7,Limitations of usability testing,Based on a few customersGuinea pig effectTest environment cannot duplicate the real worldUsers know they are being
8、watchedNot thorough by natureTesting a few tasks,not every aspect of site usageSome issues are not readily apparentUse of color and fontsAccessibility,Practical Approaches to Usability Testing WEB2000,8,Usability testing compared,Web site log statisticsAutomated use testing Focus groupsQA and system
9、 testingUser acceptance testingProven usability techniques:Heuristic evaluation and guidelines reviewsWalkthroughs,Practical Approaches to Usability Testing WEB2000,9,Tip,Usability encompasses customer-centered design and evaluation.HoweverUsability testing is an evaluation technique.Usability testi
10、ng is not a design technique.,Practical Approaches to Usability Testing WEB2000,10,Customer-centered design process,Analysis,Evaluation,Understand objectivesUnderstand customersUnderstand their tasks,Develop design conceptSpecify the details,Test with real customers(usability testing)Review with des
11、ign specialists,Design,Iterative!,Actual Timeline,Practical Approaches to Usability Testing WEB2000,12,Anatomy of a usability test,Plan and Design,Report and Recommend,Conduct,Plan:Answer the big questionsSelect the test methodsGet participants,Practical Approaches to Usability Testing WEB2000,13,Ov
12、erview of usability testing methods,To prepare for the test,you mustPlan Answer some big-picture questions Understand objectives,customers,and tasksChoose the test methods Considering a number of parameters,Pick the best usability testing methods for your situation,Practical Approaches to Usability
13、Testing WEB2000,14,Planning:Big decisions to make first,What are you trying to accomplish?When will you do the test?Based on product lifecycleWhat are the customer profiles?What tasks will customers do?How will you present the results?How will you make recommendations?Explore design alternatives,Pra
14、ctical Approaches to Usability Testing WEB2000,15,What are you trying to accomplish?,Find out how your site compares to the competitionFind out if your new design works forExisting customersNew customersGet statistically sound data,Practical Approaches to Usability Testing WEB2000,16,Tips for settin
15、g objectives,Prioritize the four usability componentsLearnabilityEase-of-useEfficiencyAppealBe specificNO“Registration is easy to use.”YES“New customers should be able to complete the registration process in 5 minutes without help.”,Practical Approaches to Usability Testing WEB2000,17,Tip,Usability
16、testing done early in the design cyclereduces risk.,Practical Approaches to Usability Testing WEB2000,18,The Cost to Make a Change,Adapted from Rapid Application Development by James Martin,Usability,U-test a must,Usability,Practical Approaches to Usability Testing WEB2000,19,Dont get fooled by onli
17、ne development tools!Sketches are highly advantageousThey are easy to throw awayPeople dont assume the system is donePeople are more likely to suggest changesUsability testing can be done with sketches,Tip,Practical Approaches to Usability Testing WEB2000,20,Tip,Usability testing done late in the pr
18、oduction processhelps you plan for the next iteration.,Practical Approaches to Usability Testing WEB2000,21,Who are the customers?,Marketing information such asAgeIncomeEducationCareerExperience with the InternetExperience with online shoppingAnticipated frequency of use(your site)Environment they w
19、ork inHome,office,Practical Approaches to Usability Testing WEB2000,22,What are the tasks?,Creating task scenarios is a must!Dont use language that leads the userNO“Go to My Profile and change your address to”YES“You have moved.Change your address to”,Practical Approaches to Usability Testing WEB200
20、0,23,Presenting the results,Consider allowing observers during the testMake sure they do not interfereHighlight tapeCompelling and efficientResults of data collectionSummary of issues,prioritized byUsability criticalityImplementation effortRecommendations,Practical Approaches to Usability Testing WE
21、B2000,24,The next step,Once you haveconsidered what you want to accomplish,and whenidentified your customer profilesdetermined the tasks you want customers to performdecided how to communicate the resultsyou are ready to design the test methods,Practical Approaches to Usability Testing WEB2000,25,Te
22、st methods:Parameters that you must select,Equipment and facilitiesWhat to measureQuantitative and qualitativeHow to collect measurementsUse of participants(protocol)How many participantsLevel of facilitationLevel of participant verbalization,Practical Approaches to Usability Testing WEB2000,26,Equi
23、pment and facilities,Conference roomPaper notes,One cameraPaper notes,Portable labLogging software,Lab facilityLogging software,Practical Approaches to Usability Testing WEB2000,27,Example Usability Labs,Practical Approaches to Usability Testing WEB2000,28,Advantages of video tape,Records very valua
24、ble,compelling qualitative dataPage navigationExpressionsComments in contextProvides a real snippet of an actual customer experienceWatch outSomeone needs to understand the equipmentTime to setup,review,create highlight tape,Practical Approaches to Usability Testing WEB2000,29,What to measure:Quanti
25、tative,Time on taskNumber of errorsSuccessful completion of task(yes/no)How you collect measurements is determined by facility and equipment,Practical Approaches to Usability Testing WEB2000,30,What to watch for:Qualitative,Navigation patternsGetting lost?PredictabilityUnderstand graphics?Understand
26、 words?Looking for it to work like something else?FlexibilityLooking for a quicker way?Looking for help?,Practical Approaches to Usability Testing WEB2000,31,Protocols(Use of participants),IndividualPairedComparisonGood for competitive analysisBetween-subjects:each customer uses one siteWithin-subje
27、cts:each customer uses both sites,Practical Approaches to Usability Testing WEB2000,32,How many participants?,5-8 participants will find 80%of usability problems4 is good minimum number,Qualitative dataEarly prototype,Qualitative and quantitativeLater in development,Paired or comparison protocols,3
28、4 5 6 7 8 9 10 11 12,Statistically sound results,Practical Approaches to Usability Testing WEB2000,33,Level of facilitation,Facilitator in another room,Facilitator in same roomDiscussion after each task,Facilitator and participant interact during task,Practical Approaches to Usability Testing WEB200
29、0,34,Level of participant verbalization,Think-aloudHeads-down work,Practical Approaches to Usability Testing WEB2000,35,Interaction,HighLow,Low High Participant verbalization,Facilitation,Putting it all together,Informal Formal,Practical Approaches to Usability Testing WEB2000,37,Now that weve said
30、that,Can you do informal testing on a production site?Sure!Can you do quick,but formal testing in a lab on a prototype?Sure!,Practical Approaches to Usability Testing WEB2000,38,What if,Youre in the fast-paced e-commerce environmentYou want customer data but you need itNow(yesterday)Whenever you mak
31、e significant changesYou want guidance in making design decisions or changes,Variation,Informal Formal,Practical Approaches to Usability Testing WEB2000,40,Resource costs will be determined by your choices,Cost of facilities and equipmentTime for each participantYour time resourcesPlanning testCondu
32、cting testReporting and decision-makingStaff resources and skill levelsGenerally all go up as you move from informal to formal,Practical Approaches to Usability Testing WEB2000,41,Results,“When we introduced an electronic expense payment system,users declared the application incredibly efficient as
33、early as the testing phase.That never would have happened if we hadnt had the usability group to help us meet our business objectives.No company should ever move forward on a project in todays business environment without some usability in their back pocket.”,From Supervisor of Integrated Business Practices,Usability is more than just usability testing,It is a process,Julie NowickiPresidentOptavia Corporation608 260 9000,
