steve krug minnewebcon 2015 you're not doing usability testing? are you…nuts?
TRANSCRIPT
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Steve KrugMinneWebCon 2015
You're NOT doing usability testing?
Are you…nuts?
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© 2001 Steve Krug
But enough about me
Steve Krug (steev kroog) (noun) 1. Son, husband, father 2. Resident of Brookline, Massachusetts3. Usability consultant
Advanced Common Sense Me and a few well-placed mirrors Corporate motto: “It’s not rocket surgery™”
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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What I’d like to do this morning
Try to convince you that usability testing is one of the best,
most cost-and time-effective ways to build better “stuff”
that it’s much easier than you think, and that you can–and should–be doing it as part
of every project And show you
how to keep it simple enough so you’ll actually do it
© 2001 Steve Krug
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© 2001 Steve Krug
45 action-packed minutes
Why do usability testing? A demo test A few testing “maxims” Maybe even a question or two
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First, help me calibrate
Read it?Read it?
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© 2001 Steve Krug
Another show of hands
Your experience with usability testing Have conducted tests (facilitator)? Have observed tests? Have read usability test reports?
Your/your group’s use of testing Never? Right before (or right after) product ships? Routinely (several times during each
project)?
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© 2001 Steve Krug
Essay question
If you don’t routinely do usability testing, why not?
What are the biggest obstacles to doing testing?
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So…
Why usability testing? Fifteen years ago, I realized something
© 2001 Steve Krug
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© 2001 Steve Krug© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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© 2001 Steve Krug
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“My ideal home page,” as told by…
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“My ideal home page,” as told by…
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What is a usability test?
Watching people try to use what you create
…while thinking out loud
© 2001 Steve Krug
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Do-it-yourself usability testing
Almost anyone can do it It doesn’t have to take a lot of time or
effort It always makes the user experience
better
© 2001 Steve Krug
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© 2001 Steve Krug
A brave volunteer?
We’ll try an actual test It’s painless It’s brief You’ll get a round of applause when we’re
done Qualifying criteria:
Have used a Web browser English-speaking adult Have not used SkywayMyWay.com
The rest of you are now observers Pretend you’re sitting in a room down the hall Jot down the top 1 or 2 problems you observe
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See? Nothing to it
All you really do is Keep the participant thinking aloud Keep the participant “on-task”
The only tricky part is keeping yourself out of it
Resisting the urge to offer help Resisting the urge to lead the witness
© 2001 Steve Krug
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It’s a lot like therapy
© 2001 Steve Krug
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© 2001 Steve Krug
When this happens: Say this:
You’re not absolutely sure you know what the user is thinking (see below).
“What are you thinking?”
“What are you looking at?” (for variety)
“What are you doing now?” (e.g., if you think they’re being silent because they’re reading)
Something happens that seems to surprise them. For instance, they click on a link and go “Oh” when the new page appears.
“Is that what you expected to happen?”
They’re trying to get you to give them a clue. (“Should I use the ___?”)
“What would you do if you were at home?”
“What would you do if I wasn't here?”
The participant makes a comment, and you’re not sure what triggered it.
“Was there something in particular that made you think that?”
The participant suggests concern that he’s not giving you what you need.
“No, this is very helpful.”
“This is exactly what we need.”
The participant asks you to explain how something is supposed to work. (“Do these support requests get answered right away?”)
“I can’t answer that right now, because we need to know what you would do when you don’t have somebody around to answer questions for you. But if you still want to know when we’re done, I’ll be glad to answer it then.”
The participant seems to have wandered away from the task.
“What are you trying to do now?”
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Afterwards comes the debriefing
What were the most serious problems? Observed problems
© 2001 Steve Krug
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© 2001 Steve Krug
DIY usability testing (nutshell version)
Three users You’ll find more problems than you can fix
No lab or mirrors Set up a monitor in another room so the
whole team can watch Record with Camtasia or another screen
recorder No stats, no exit questions, no faux
validity No big honkin’ report
Debrief over lunch
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The maxims
Six of them, from Rocket Surgery Made Easy
© 2001 Steve Krug
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1
© 2001 Steve Krug
Start earlier than you think makes sense.
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Incorrect thinking
© 2001 Steve Krug
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Correct thinking
© 2001 Steve Krug
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You can test…
Your existing site or app if redesigning Competitors’ sites or apps A sketch on a napkin Wireframes Prototypes (e.g. Balsamic, Axure) Comps Portions that have been built Alpha, beta, etc.
© 2001 Steve Krug
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2
© 2001 Steve Krug
A morning a month, that’s all we ask.
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3
© 2001 Steve Krug
Recruit loosely and grade on a curve.
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© 2001 Steve Krug
Naturally, we need to test people who are just like our target
audience. … people who are a lot like
our users.
… people who actually use our
site.
Representative users!
Real users!
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4
© 2001 Steve Krug
Make it a spectator sport.
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5
© 2001 Steve Krug
Focus ruthlessly on a small number of the most important problems.
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The problem is, testing works
If you’ve done any testing, you know it uncovers lots of problems quickly
But I finally realized this is part of the problem
It’s very easy to find more problems than you can have the resources to fix
© 2001 Steve Krug
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© 2001 Steve Krug
Problems you can find with just a few test participants
Problemsyou have theresources to fix
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The lure of the low-hanging fruit
It’s easy to get seduced into fixing the easier problems first
As a result, the most serious usability problems often remain for a long time
The solution is to focus ruthlessly on the most serious problems first
© 2001 Steve Krug
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6
© 2001 Steve Krug
When fixing problems, always do the least you can do™.
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Tweak, don’t redesign
When fixing usability problems, your motto should be: What’s the smallest change we can make
that we think might solve the observed problem?
Think tweak instead of perfect, complete solution
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A great tip
© 2001 Steve Krug
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And another one…
© 2001 Steve Krug
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© 2001 Steve Krug
Thanks for all the fish
Send any questions, feedback, gripes to
@skrug
Or visit scenic
www.sensible.com
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© 2015 Steve Krug