5 steps to usability testing success with salesforce and beyond!
TRANSCRIPT
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