We often spend plenty of time to make a product / service, but by the time the product has been launched into the market, we realize that the product is not easy to use or does not meet the real user needs. This leads to customers getting frustrated, complaining, and even spreading bad words about the product. Usability testing refers to the process of understanding what users do and why they do it. Usability testing involves recruiting individual test participants. They are invited to try using the product while we’re observing their behaviour. The process of watching and listening to actual users carrying out tasks with the product provides great insights into what works and what doesn't, and most importantly - WHY. Traditional usability testing is very effective but often seen as time-consuming and expensive, therefore not many organization is willing to invest in it. We believe that everybody should be able to reap the benefits of usability testing. In this session with Akademi Berbagi, we show how usability testing can be done faster, easier, and much, much cheaper. For everyone.

1. 2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION 1
SIMPLEUSABILITYTESTING
Ketut Sulistyawati / Dian Soraya
Somia Customer Experience
www.somiaconsulting.com

2. “If you want to know whether your software.. is easy enough to use,
watch some people while they try to use it and note where they run
into trouble. Then fix it, and test it again.”
6/10/142014 SOMIA CUSTOMER EXPERIENCE 2
WHATISUSABILITYTESTING?
Author,“Don’tMakeMeThink”and“Rocket
SurgeryMadeEasy”

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You ≠ User
WHYDOUSABILITYTESTING?

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• Know a lot about the product/services
• Passionate about what you offer
• Familiar or have knowledge about the
product
• Know little or nothing about your product
• Just want to get things done
• May use the product for the 1t time and
have no ideas how the work
?
You ≠ User
WHYDOUSABILITYTESTING?

5. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 5
A B A B
Sometimes you believe you know how the user would
tap and swipe but in reality actual user may take
unexpected path to find what are they looking for.
?
You ≠ User
EASY
WHYDOUSABILITYTESTING?

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• Reduce Costs
• Improve Effectiveness
• Increase Revenue
*Source:
IEEE (Institute of Electrical and Electronics Engineers)
http://spectrum.ieee.org/computing/software/why-software-fails/
TESTING??HMM..
The cost of fixing an
error can be 100 times
as high as it would
have been during the
development stage *
WHYDOUSABILITYTESTING?

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Source: Flickr
WHATCANYOUTEST?
DIGITAL

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Source:
commons.wikimedia.org
WHATCANYOUTEST?
wayfinding

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forms

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Source: Flickr
Source: Wikimedia
WHATCANYOUTEST?
Anythingthat
involvesuser
interaction

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Anythingthat
involvesuser
interactionSource: Flickr
WHATCANYOUTEST?

12. HOW?
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Create
scenario
Preparewhat
youwantto
test
recruit Runthe
test
analyze

13. EXERCISE
30 minutes
6/10/142014 SOMIA CUSTOMER EXPERIENCE 13
https://www.mcdelivery.co.id
1. Create scenario
2. Prepare the prototype to test
3. Recruit
4. Run the test
5. Analyze

14. 1.CREATESCENARIO
6/10/142014 SOMIA CUSTOMER EXPERIENCE 14
• Identify key tasks that users might use the product / service for and convert them into scenarios
• Avoid using direct names or interface related, as participants will just scan the screen for the word
“please login and manage your flight booking”
“you have bought a flight ticket for tomorrow, but you now need to change the
flight date to next week. please find how you would do this”
Example:
Compare it with:

15. 6/10/142014 SOMIA CUSTOMER EXPERIENCE 15
2.PREPAREWHATYOUWANTTOTEST
Source: Amberlight.
Whatcanyoutest?
Paper
Prototype
Digital
Prototype
Real
Product

16. • pen (or pencil) and paper
• the quickest and the easiest way to start
prototyping
• most often used during the early stages of a
design cycle
• force users to focus on how they will use the
system instead of what it will look like
Source: Smashing Magazine
LOW
FIDELITY

17. • using computer-based tools such as visio, balsamiq,
omnigraffle, axure
• take more time and effort but look more formal and
refined
• while visual elements of branding, colors and style
can be introduced, it is often avoided to focus on the
behavior of the application
• interactivity can be simulated by linking pages or
screens
Source: Smashing Magazine
MEDIUM
FIDELITY

18. • the most realistic and are often mistaken for the
final product
• usually more time and labor intensive
• appropriate when high visual and functional fidelity
is required
Source: Smashing Magazine
HIGH
FIDELITY

19. 3.RECRUIT
• Who to recruit?
• Ideal: the target users of your products / services
• In a quick and dirty world: your co-workers, friends, family – who might be of close
resemblance to the target users
• How many participants?
• Depend on the purpose of your study as well as your resources and timeline
• 5 participants per target group will usually uncover most usability problems
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20. “The best results come from testing no more than 5 users and
running as many small tests as you can afford.”
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JakobNielsen
principal,NielsenNormanGroup

21. 4.RUNTHETEST
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• Explain what’s going to happen
• Assure them that there’s no right or wrong. We are interested in their real, honest, most
natural reaction.
• Think aloud – ask users to constantly verbalize what they are thinking, seeing, feeling, and
doing while performing the task
• to help us understand “why” users took (or did not take) certain actions
• Encourage, but don’t tell them how to do
• Probe when necessary
• Observe for non-verbal cues

22. HOW
• Do test the site not the participants
• Do note participant’s success in completing each task
• Do ask open-ended follow up questions
• Do compensate participants
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DO

23. HOW
• Don’t give participants tasks that can not be completed
• Don’t guide participants
• Don’t answer questions until the end
• Don’t take it personally
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Don’t

24. 5.ANALYZE
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• List the usability issues that you observe
• Identify severity of issues
• Prioritize issues
• Come up with ideas to solve the issues

25. EXERCISE
30 minutes
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http://citilink.co.id
1. Create scenario
2. Prepare the prototype to test
3. Recruit
4. Run the test
5. Analyze

26. THANKYOU
KETUT SULISTYAWATI / DIAN SORAYA
WWW.SOMIACONSULTING.COM
@SOMIACX
2014 SOMIA CUSTOMER EXPERIENCE 26