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USER TESTING products & services. purpose You have a potential solution to meet your user’s need, but you need to validate it and/or improve it. mode.

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Presentation on theme: "USER TESTING products & services. purpose You have a potential solution to meet your user’s need, but you need to validate it and/or improve it. mode."— Presentation transcript:

1 USER TESTING products & services

2 purpose You have a potential solution to meet your user’s need, but you need to validate it and/or improve it. mode You’re back in empathy mode! You’re the beginner again, trying to learn as much as possible from your user—the expert. mindset What sets you apart from other designers is that you have a human-centered approach to design. Your prototypes, though time-consuming to create, are not precious, and can be improved. methods You will probably spend most of your time listening & observing. Refer back to your interviewing skills and what has worked for you in the past, as well as your observation skills.

3 defining your purpose/pov What is the overarching purpose for your current user testing? For example: To improve the design of my solution To find out if my solution is desirable to the user To prove to potential funders/donors/partners that the solution will work To perfect the design before cutting tool refining your scope What is(are) the specific question(s) you are trying to answer? For example: What kinds of activities does the user use the light for? Is the user interface intuitive? Is the instruction manual easy to understand? Do the procedures required to take take care of a solar lantern fit into the user’s context? Is this light suitable for children studying?

4 Creating a user testing plan 1. Pick your tester(s): Who needs to test your prototype? 2. Create activities: With your question in mind, what activities might you do to test your prototype? 3. Complete pre-work: What needs to be done before getting to the field.

5 (1) picking your testers || who needs to user your prototype? Targeted user: These are individuals/families that are representative of a typical person in the market that you are looking to serve. Targeted user likely to adopt: These are individuals/families that are representative of a typical person in the market you are looking to serve, AND you have confidence that they would want to user your product. What’s nice about this type of user is that you don’t have to spend any of your time ‘selling’ the product to them—your solution is an obvious next-step for them. This might be the person in the community that is a first-adopter & is known to be willing to try out new products. This might be a person that you previously did needfinding with earlier, and they became the iconic user that you kept in mind while designing the prototype. Targeted user unlikely to adopt (not currently adopting another ok option that is out on the market): These are individuals/families that fit within the income level you are targeting, and have a need for your product, but they do not naturally see that need as being important to satisfy. This is most likely a person that would require some sort of education to want to adopt your product. Extreme non-targeted, aspirational user: This is typically a user that would have been likely to adopt if another option had not been available for them. Usually this is a user with a bit higher income, and perhaps a bit out of range for your target market. The benefits to testing with a user like this is that they might exemplify what your current user aspires to. For example, in the case of lighting, they are the example to the rest of the village of what it means to have light. They have already discovered what it means to have light and probably have a well-established method for using light. Extreme non-targeted, future user: This is typically a user that would have been likely to adopt if they could afford your solution (or another solution), but fact of the matter is that they can’t. These might be people that you wish you could serve, but know that you can’t with the current price point. In the spirit of designing for affordability, you should be always testing and referring back to a user base that will test your & your products limits. I’ve found that these are people that can bring you back to reality & help you cut features out of your product that are unnecessary and costly. They represent probably the most basic of function that you will want to achieve.

6 pre-arranged versus impromptu visits Scheduled visit: It’s sometimes a good idea to have the partner that you’re working with, pre-identify a family that you should test with. This especially helps if you have little time to spend in the field. Make sure to be very clear about what type of family you’re looking for & give them plenty of time to arrange for this. What should the partner tell the sample user to expect? Impromptu visit: Even the act of convincing someone to agree to use your product for a week could be a great learning process; set aside a prototype or two for an interesting user/family that you meet along the way and would like to spend some time with.

7 A\\ Pre-Ship Prototypes Let your prototypes precede you! Ship your prototype to a family/user before you get there, so that when you arrive, they will have been using it for 1-2 weeks. In order to follow-up, you might do the following: Schedule a visit to meet them, see how it’s going Schedule another visit to do a follow-up (at the end of the trip, if you have time) Try to fit in a surprise visit (if your testing a light, show up at night to see if they’re using it!, etc) B\\ The cold handoff. Hand over your prototype with no explanation to a user and let them use it for a set period of time (1-2 days, possibly). Schedule a time to come back & interview them about their experience. This method helps in understanding how intuitive your solution is, and how much it speaks for itself. C\\ The handheld handoff. As you hand your prototype for a user to use, explain what it is & how they might use it. Make sure you hand the prototype to them and possibly let them use it while you’re there in case they have any questions. Take note of what they ask & what their reaction is. This method is helpful if you’re prototype is not refined enough to be intuitive, but you would like to test the functionality or desirability of the solution. (2) create activities || how might you test your prototype? [example activities]

8 D\\ First-reaction feedback. Choose a context that makes sense, such as a place where you are likely to encounter different types of users, likely to encounter a ton of extreme users, likely to encounter unlikely users, etc. Hand your prototype to them & offer them little explanation of what it does. Spend only about 10-minutes with them getting some quick feedback. The idea here is to get a high- volume of feedback very quickly. The results of this juxtaposed against a more relaxed in-depth setting can bring out interesting insights and will help reveal: --ideas for a new type of use --ideas for a new type of user --the initial reaction that is not unlike what a non-educated-about- your-product user would have --negatives about your product; you don’t have a relationship with someone on the street so they might be more likely to not be afraid to tell the truth --the ‘top-of-mind’ thoughts that your solution invokes E\\ Homestay. This is the ultimate in user testing! Yes, you staying in the home for a night obviously skews the use of the product—i.e. of course they’re going to use it because you’re there, so this method probably won’t answer the question of whether or not they’ll use it. They’ll also probably use it correctly because they want to impress you, as well as not hurt your feelings. BUT you will get great insight into usability & whether or not your product fits into the overall context of your user’s life. (2) create activities || how might you test your prototype? [example activities, cont.]

9 a couple other tips first reaction: pay attention & note carefully. don’t forget your ‘why’s’ bring solutions to compare to

10 a hint on compensation If applicable, ask the partner organization for advice on compensating users. I never used to pay people to use D.light prototypes, but in the end, I would usually offer users a bit of cash and/or bags of rice as was the custom in India. I’ve found that kids age are great learners & early-adopters, if you find that they are the one filling out the journal, taking care of the prototype, etc then it’s good to bring them something special. (note: they will devour reading materials!) When thinking about compensation, ask yourself: How much am I asking them to do? How much time are they having to spend with me/my prototype? [Compensate them for that amount of time.]

11 (3) Complete pre-work || What should be done before arriving? 1. Arrange translators. Do your best to find someone that is familiar with the area & the language, and will be able to offer word-for-word direct translations, rather than a subjective answer to your questions. They don’t have to be a professional translator, but be sure to be clear about the expectations of what translating requires upfront. Make sure to have a little bit of time to prep your translator before talking to your first user. Get them up to speed on what you are doing, why it’s important to translate word-for-word & perhaps even offer him/her a copy of your field plan. Of course, explain to them that you’ll probably change this plan as you go, but it will let them get an idea for what types of questions you might be answering. If you have a lot of time with your translator, you might even work with them to rewrite some of the questions. If they don’t understand what you are asking, chances are, your user is not going to understand. 2. Create a workplan. Do your best to lay out a day-by-day itinerary, including what types of visits you will do & with which types of users. Share this with everyone involved. 3. Choose your site. Especially if you don’t have a lot of time in the field, you don’t want to spend a ton of time in transit. If you do a rough draft of a workplan, i.e. in the ideal scenario, what would your schedule be like, then you can share that workplan with your partner to determine appropriate testing sites.

12 (3) Complete pre-work || What should be done before arriving? [cont.] 4. Arrange transport. If you are testing in a rural, international setting, there’s no doubt that things will move slowly, but it’s good to arrange transport ahead of time so you’re not needlessly waiting for a taxi, bus, etc. I’ve found that securing a driver and car for the entire trip is a helpful & worthwhile expense. 5. Write your Field Scripts. You want to be ready with questions to ask and/or activities to do with each type of user or context that you encounter. Even though you probably won’t follow your script, it’s the exercise of putting some thoughts down beforehand that will help you think of the next question when you’re under pressure 6. Plan for capture. Knowing that there will be a ton of things happening at once, you should plan for different ways to capture what people say and what people do, so as to not let a valuable insight fly by. This includes at least having one other person with you in charge of capturing—whether it be by note taking or photographing. As you plan your activities, be aware of which capture method will make sense. For example, if you are doing short intercepts in a market, a video camera might be distracting &/or cause people to not want to talk to you. 7. Obtain artifacts. Do you need to ship prototypes? Get more made? Do you need to buy other products/items to have your users make comparisons? Make your shopping list & get started sooner than later if you can.

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