Usability testing is useful for compiling data about user behaviour for specific scenarios. These scenarios need to be formulated on the basis of a well established framework for business goals. The data, including video recordings, can be extremely useful for helping diverse stakeholders to agree that there are usability issues that need to be addressed.

Usability testing alone can identify problems but cannot provide much in the way of solutions. We recommend combining a usability testing phase with design activities. The two aspects work well in an iterative cycle.

Here is an overview of our process:

Establish business/usability requirements and key task types

All of the testing activity needs to be based on a solid Usability Requirements Analysis.

Usability testing involves observing users as they carry out (or attempt to) specific tasks. We work with you to identify the critical task types based on the key business goals of the project.

Review application/site with regard to task types

Once the important types of tasks have been identified, we will examine the web site or application to become familiar with all the ways that these tasks can be accomplished. This is not only a basic orientation exercise but inherently acts as a Usability Expert Review and helps us spot potential problem areas ahead of time.

Formulate testing script

We want to find the ways that users becomes blocked or impeded and to observe how they cope or work around obstacles. When we are familiar with the application, we will construct a set of specific tasks that will lead the user into suspected stress areas.

Identify representative users

The identification of representative users will depended greatly upon your business objectives. Do you want to cater to a small set of users who will be trained or able to retain knowledge of the application? Do you have to support a constant influx of new users who will always be unfamiliar with the application? Do you expect to have users across a range of cultural, age or skill level boundaries?

In order to make the tests meaningful, we will need to establish clear answers to these kinds of questions.

Often, test participants are offered a nominal stipend for their contribution. Although this is very useful when recruiting candidates, it is also valuable to find people who have some interest in the success of your project because they are existing or potential users in real life. Given that we will also try to avoid getting only users who are experienced with your application and potentially entrenched in specific work around patterns.

Carry out the test program

The actual tests can be carried out on an informal or formal basis, depending upon the needs of your organization.

Informal testing can be very effective for rapid development cycles, particularly with prototypes.

Formal testing has the advantage of supplying more objective metrics that can be useful for keeping stakeholders within your organization ‘in the loop’ as you proceed with changes to the application.

Compile findings document

The final result will be a working document that can drive the iterative cycle of design improvement.

This report will be compiled with sections that summarize the findings for the benefit of stakeholders within your organization. The summary of issues will be described in relation to the business goals that they are impeding.

We can optionally include sections for use in subsequent design activity. We can provide recommendations in such areas as:

• Navigation strategies
• Content organization
• Use of textual language and cuing systems
• Use of symbols and icons and other aspects of visual language
• Interaction techniques

See also Usability Expert Review for a more cost effective alternative that might meet your needs.