usability testing: a reality check for plain talk a brief overview october 7, 2008 dana howard botka...
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![Page 1: Usability testing: A reality check for Plain Talk A brief overview October 7, 2008 Dana Howard Botka Manager, Customer Communications, L&I Plain Talk Coordinator,](https://reader035.vdocuments.us/reader035/viewer/2022070412/56649ef25503460f94c045d4/html5/thumbnails/1.jpg)
Usability testing:A reality check for Plain TalkA brief overviewOctober 7, 2008Dana Howard BotkaManager, Customer Communications, L&IPlain Talk Coordinator, Office of the Governor
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What is usability testing?
Finding out if your targeted customer can actually use your product, such as a: Set of instructions Form Web site Software application Automobile Cell phone
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How does it work?
4-6 people try out your document, web page, or other product one a a time.
One facilitator conducts the try-out, asking open-ended questions.
The usability participant is asked to “think out-loud” while doing tasks.
Up to two program reps observe and take notes – or record the session.
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We don’t ask testers what they like
We develop a test to see if the typical “user” can actually do a task, such as: Calculate a late fee. Fill out a form without making errors. Find the answer to a question on a web site. Correctly figure taxes. Turn on a car defroster quickly. Forward a cell phone call.
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Why usability testing for Plain Talk?
Because you discover: Terms customers don’t understand. Words that can mean something else. Basic information or context that is missing. Information that is unimportant & distracting. Your customer’s emotional reaction to what you’ve
developed. What you had no idea would happen!
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How does usability work?
Recruit 4-6 people who fit the description of your typical user – but who are not familiar with the “product.”
Develop 6-10 tasks that, if performed correctly, will let you know they can “use” your product.
Write a scenario that will allow the test participant to understand what situation they are in.
Write a series of questions that will get the test participant to do a task – without hints.
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L&I’s “Quarterly Report” Project:Helping employers self-report hours
Challenge: High customer error rates on this report. Errors often lead to late fees for employers and costly
processing headaches for L&I.
Solution: Make “paper reporting” easier for customers with
instruction sheet and “late fee worksheet.” Encourage employers to use upgraded online report
application.
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Our test materials
See the documents in your packet
1. Before & after examples of our test document
2. Pre-test screening questionnaire
3. Instructions and legal sign-off
4. Scenario and test questions
5. Sample “thinking aloud” from a test participant
6. Findings and Recommendations
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Form before revision
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Form instructions before revision
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Setting up the usability test. Plain Talk team members decide what they most need to learn from recruited test participants.
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Form after revision
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Form instructions after revision
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Usability testing on a budget
Recruit test participants from friends, family, agency walk-ins.
Keep the test simple and short. Use results as a guide – not final data. Consider the act of developing the test as a great way
to focus on your project goals.
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What about a survey or focus group?
Not a replacement for a test of whether someone can do a task.
People will often say they “like” a document or web site – and not know how to use it. This is because they don’t want to:– Admit they had trouble.– Hurt your feelings.– Go to the trouble of seeing if it actually “works.”
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Invite managers and staff to observe testing! It’s a great reality check.
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Involve frontline staff in usability testing. They know their customers – and are great at solving problems.