Test for Success: 5 Steps to Usability Testing

Steve Fadden Salesforce @sfadden

Missy LongshoreLongshore Consulting@missylongshore

Missy Longshore Principal Consultant, Longshore Consulting

Steve Fadden, Ph.D. Lead User Researcher, Salesforce

Lecturer, UC Berkeley School of Information

What is Usability Testing?  An opportunity!

A process where users perform tasks to see how well they can achieve their goals in terms of effectiveness, efficiency and satisfaction.

Ultimate Goal: Adoption

How to Do Usability Testing

1. Prepare

2. Write tasks

3. Prep materials

4. Test!5. Log issues, make changes,

repeat!

 Sample schedule

 Sample email

 Hi Paul,

 Thanks for agreeing to do a usability test on Wednesday at 10am!

 Please call in using your phone for best call quality, and join the meeting 5 minutes early to be sure Go to Meeting is working properly. Please use the desktop version of GTM if possible - look for it in your start menu or in your system tray - it's an orange flower icon. You can right click, select 'Join', and enter the Meeting ID shown below (or check out this document, p. 43, to download GTM for your PC or Mac).

 Also, by the time the meeting starts, please be sure to:

 1. Have these slides open in another tab in yourbrowser for easy reference (no need to review in advance)

 2. Be logged into Salesforce.

 Thanks!

1. Prepare Focus on logistics

Task Area Task

Flow Use the ‘Quick Account’ tab to create a new Account.

Security Try to delete the contact ‘Jack Rogers’

Workflows Escalate a case

Focus on testing goals; test with your own team members 2. Write Tasks

 Good Usability Testing Technique Example

 Task:

• For this exercise, assume your job role is a system administrator

• Please post a snapshot of the dashboard ‘Sales & Marketing Adoption’ to theChatter feed.

Usability Testing Example

Slides with login info: http://bit.ly/DF15usabilitySlidesTemplate

Note taking shell: http://bit.ly/DF15usabilityShell

Issue log:

http://bit.ly/DF15usabilityIssues

 Make it easy for your participants to focus on the task at hand 3. Prep session materials

4. Test!

Script Me at my desk User at their desk Other observers at their desks

 Don’t be afraid, just try it!

Bad Usability Testing Example

Task:

• Please escalate the case filed by Ashley James.

Usability Testing Example

Note issues Discuss, decide, and make changes in Salesforce

Repeat!

 Implementing changes enhances your momentum 5. Note issues, make changes, repeat!

Attend this Dreamforce Session: Usability Ninja Series: Usability Tips & Tricks (2): Thursday, Sept. 17, 12:30-1:10pm, Hilton Union Square, Continental Parlor 5

Web Site: Usability Testing, U.S. Department of Health & Human Services: http://www.usability.gov/how-to-and-tools/methods/usability-testing.html

http://www.usability.gov/

Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests (2008) by Jeffrey Rubin

A Practical Guide to Usability Testing (1999) by J. Dumas and J. Redish

Resources

Thank you