Usability testing is the evaluation process of a product. It is conducted by observing how a representative group of users interacts with it. This hands-on testing provides product developers and marketers with valuable insights into the user experience (UX) as perceived by individuals who are not familiar with the product.
Uncover problems in the design
Discover opportunities to improve the design
Learn about the user’s behaviour and preferences
Usability testing is iterative, involving multiple rounds of testing and incorporating feedback to continually improve the product’s usability based on user insights. To conduct a successful usability testing session, entities should:
Ask yourself questions about your design/ product. What aspect/s of it do you want to test? You can make a hypothesis from each answer. With a clear hypothesis, you’ll have the exact aspect you want to test.
Define the scope of what to test (e.g. navigation) and stick to it throughout the test. When you test aspects individually, you’ll eventually build a broader view of how well your design works overall.
(e.g., complete payment), no more than 5 per participant. Allow a 60-minute timeframe.
That means you let them get to grips with it on their own rather than direct them with instructions.
Know who your users are as a target group. Use screening questionnaires to find suitable candidates. You can advertise and offer incentives. You can also find contacts through community groups, etc. If you test with only 10 users, you can still reveal 85% of core issues.
Observe and interview users. Notice issues. See if users fail to see things, go in the wrong direction or misinterpret rules. When you record usability sessions, you can more easily count the number of times users become confused. Ask users to think aloud and tell you how they feel as they go through the test. From this, you can check whether your designer’s mental model is accurate: Does what you think users can do with your design match what these test users show?
Use a suitable testing environment such as UX labs for the session. The controlled environment allows for regulation of factors like lighting and distractions, ensuring participants can focus on tasks and provide unbiased feedback. Usability testing labs are equipped with specialised tools and technologies, such as eye-tracking devices and screen recording software, enabling accurate analysis of user behaviour. The presence of observers in dedicated observation rooms allows stakeholders to directly observe user interactions and gain valuable insights. The labs also provide a collaborative space for analysing results and fostering communication among stakeholders.
Service Quality Assurance is an on-going and iterative process that encompasses various activities such as measuring customer satisfaction, monitoring service delivery processes, conducting audits, and implementing corrective actions to enhance service quality and ensure consistent and exceptional customer experiences. The ultimate goal is to maintain high standards of service and continually improve the quality of services offered by an organisation.