The document discusses the 5 Ws (Who, What, Where, When, Why) and H (How) of user experience (UX) and usability testing. It explains that usability testing involves observing users complete meaningful tasks to evaluate a product's effectiveness, efficiency and satisfaction based on predefined goals for a specific context. The document outlines different testing environments like on-site labs, remote options, and portable setups to engage users wherever they are located. It emphasizes an iterative process of planning, testing, reviewing and revising products based on test results to improve the user experience and ultimately drive business results like increased sales and customer satisfaction.

1. UX: 5 Ws and H
User Experience Demystified
Carol Barnum, Ph.D.
Director, Usability Center
Southern Polytechnic
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

2. Who?
Who am I?
Who are your
users?
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

3. What?
What is usability?
What is usability testing?
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

4. Usability ‐ ISO 9241‐11
The extent to which a product
can be used by specified users
to achieve specified goals with
effectiveness, efficiency, and
satisfaction in a specified
context of use.
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

5. Usability Testing
The activity that focuses on
observing users working with
a product, performing tasks
that are real and meaningful
to them.
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

6. When?
Once and done
More than once . . .
iterate
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

7. When?
Once and done
More than once . . .
iterate
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

8. Where?
Here . . .
There . . .
Everywhere . . .
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

9. Executive Viewing Room
Meeting, planning, and observing testing
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

10. Evaluation Room office setup
Participant at computer talks to moderator after session.
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

11. Evaluation Room living room setup
Presto, it’s a living room for a test of a DVR installation at home.
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

12. Control Room
Command Central for up to 6 people on the core team to observe and
take notes of the user’s session.
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

13. Lab on the go
A complete lab packs in a suitcase to go to the client’s location.
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

14. Portable lab sets up in any space
The user at the laptop is observed by the moderator and logged and
recorded by the logger (forefront)
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

15. Remote testing
Using meeting/collaboration software connected to our logging
computer, we can reach users worldwide.
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

16. Why?
It’s not your mother’s (or
father’s) focus group
Seeing is believing
Quick results
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

17. How?
Plan Review
Prepare Revise
Test Test again
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

18. How many???
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

19. Let’s Review
Who?
What?
Where?
When?
Why?
How?
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011

20. Why not?
Better UX = better
products = increased
customer satisfaction =
more sales = more
“likes“
The Usability Center KEN
Focusing on User Experience Since 1994 August 19, 2011