USABILITY TESTING. Make Your Technology Human Again

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1 USABILITY TESTING Make Your Technology Human Again Usability Testing 101 Electronic Ink

2 About Usability Testing Usability testing is a proven method of evaluating and quantifying how well a software application, device or website works by testing it with real users. Typically, usability testing involves a live one-to-one session in which a trained researcher observes and records the actions of a participant as he or she completes specific tasks. Usability testing yields qualitative and quantitative data related to: Success and error rates Task completion time Interaction patterns Overall ease of use Participant feedback and satisfaction Comparisons of multiple designs Naming conventions Needed features and functions

3 Why are users abandoning the tool? Will this tool be adopted and utilized? Are users able to accomplish tasks efficiently? How can we improve key metrics? Are the most important features appropriately highlighted? What are the biggest barriers to adoption? Is it intuitive and easy to use? Are we providing the right features and functionality? Will the intended users find this useful?

4 Why Do Usability Testing? Leading brands today, from Apple and Google to Dyson and OXO, have set new design standards for what makes a product great. Consumers and workers alike have come to expect products that are elegant, intuitive and well-suited for their lifestyle. Great design starts with a detailed understanding of the people who will use the product. Usability testing provides an opportunity to evaluate how well a design holds up in the real world with human participants. Top benefits of usability testing include: Reducing development time and cost Increasing adoption and close rates Recouping lost revenue Improving customer satisfaction Lowering training and support costs

5 When Should You Test? Like voting in the 1940s, the rule for usability testing is the same - do it early and do it often. Your idea expressed in the simplest sketch can be the perfect stimulus for a conversation with your target end user that reveals important usability concerns. If your website or software application is already live, usability testing can help improve functionality and resolve key issues that lead to low adoption, high bounce rates, poor conversion rates and other concerns.

6 What Can You Test? Usability testing is useful for a variety of products such as websites, intranets and extranets, software and applications. You can test products of varying mediums and completeness, from paper prototypes to wireframes to fully functioning live sites and applications. Where Can You Test? Usability testing can be conducted anywhere, from the controlled environment of a usability lab to on-site testing in offices, vehicles and even on the street. Usability testing can also be conducted remotely via computer screen sharing and live user intercept testing.

7 Who Should Conduct Usability Testing? Anyone can follow a script and ask participants a series of questions in a controlled setting. Trained researchers and behavioral scientists, however, are uniquely qualified to pick up on subtle cues and go where the participant leads to uncover revealing discoveries. The best usability tests are conducted by experts who are trained in both user experience and human behavior. Together, these skills yield deeper insights than either can alone.

8 How Does Testing Work? While every usability study is different, they generally follow a similar progression. Alignment: Ensure that everyone agrees on the goals of the projects, including what will be tested, who will be tested and desired outcomes. Recruitment: Define the criteria that will be used to recruit and screen participants. Preparation: Create a discussion guide that serves as a roadmap for the testing session and includes key questions and participant actions. Testing: Observe, record and guide participants in a one-on-one session as they interact with your product. Analysis: Analyze participant feedback and identify usability issues.

9 ROI of Usability Testing There are inherent risks in implementing a product solely based on features, functions and technical specifications. Your investment could be worthless if the end user is unable to make sense of it or cannot realize the benefit. As a rule of thumb, every $1 that is misspent up front in the design phase costs $10 to correct in the development phase and $100 to fix after the project has gone live. Test your product early and often to save significant time and expense down the line - and yield a better product that your customers, prospects and employees will actually want to use. User performance and productivity increase 161% on average when usability findings inform the redesign of an enterprise system.

10 Electronic Ink has conducted usability testing for over 20 years. For more information, visit electronicink.com or call us at

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