Usability testing websites, applications, and products

In a usability test, a representative user of a product such as a website or an application attempts to complete common and critical tasks while thinking aloud, sharing their thought process as they interact with the product. The test staff observes, asks questions, and records. Test sessions involve one user at a time and two test staff members. Tests usually take place in a meeting room on site at the client location and are recorded unobtrusively using Techsmith’s Morae usability testing software.

Why testing is valuable

Testing is the most comprehensive usability evaluation method because it involves real users completing real tasks. There is no clearer method of determining the success or failure of an interface than observing and hearing from representative users as they interact with it. Test projects result in substantial quantitative and qualitative data that we use to prioritize usability issues and provide practical recommendations for improvement. Our clients greatly value the results and recommendations we provide, because they help diffuse internal politics and opinion-based debates.

ROI

Numerous case studies have shown that the ROI for usability testing is tremendous — a 2008 Nielsen Norman Group survey demonstrates an 83% average improvement in key performance indicators after a usability-driven redesign.¹ Nielsen-Norman also recently reported that intranets redesigned based on a user-centered design process saw an average increase in use of 106%.²

Test projects involve three main phases:

1. Test preparation (drafting a test plan, and recruiting and scheduling test participants)
2. Testing
3. Report compilation

It usually takes at least three weeks to prepare for a test, including the time required for recruiting and scheduling.

Typical scope of a usability test

A typical usability test involves:

• 60-minute test sessions.
• 10–12 participants from each critical and distinct user group.
• 5–10 task scenarios, depending on the purpose of the site or application and the test objectives. Task scenarios are developed collaboratively.
• A 25–35 page report, depending on the number of testers and task scenarios. (A longer report does not necessarily equal more value — just more observed issues and related recommendations.)
• 5–6 video clips representing tester comments and interactions.
• A 2-week turnaround between the last test session and report delivery, often less.
• A 1- to 2-hour review meeting.
• Recruiting and scheduling handled either entirely by the client (if testers are internal or end users are easily accessible) or with Fredrickson’s assistance.

To learn more about these services and how your organization can benefit from usability testing, call John Wooden at 612-746-1752, or email .

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¹Nielsen, Jakob. “Usability ROI Declining, But Still Strong.” Jakob Nielsen’s Alertbox, January 22, 2008.
²Pernice, Kara, Patty Caya, and Jakob Nielsen. 2009. Intranet Design Annual 2009. Nielsen Norman Group.