1 User testing approaches: Practical techniques toward a more usable website Arc Worldwide 1

The testing process overview Create a list of visitor tasks/goals to test 5-10 highest priority tasks with breadth to represent typical ways to interact with site Choose and create a prototype to present to the testers Low fidelity paper prototypes work well to get more ‘relaxed’ feedback and the ability to iterate and solve problems during the test. Medium fidelity prototypes on screen with clickable wireframes can show more extensive way finding issues and reveal user expectations. High fidelity prototypes are normally fully representative of the design but with limited paths through the site. Set up tests Depending on fidelity of prototype, 5-7 tests will provide enough feedback on one design to show major issues. Testers are provided tasks so most anyone will provide good feedback in early stages. Record results and interpret 2

Create list of visitor goals to test By using the content matrix, we brainstormed a series of tasks a visitor may wish to accomplish. Narrow these to 5-10 that can be used in a 20 minute testing session. Make them as broad as possible to have testers have to explore to accomplish them. Balance them represent the highest value for both the brand and the consumer. 3

Choose a prototype style: Low Fidelity prototypes Format can be hand drawn sketches or screenshot printouts Fast and inexpensive way to incorporate user feedback. Experience Designer plays the role of ‘computer’ and simulates how the UI will behave. Good for process-heavy interactions where multiple steps can be simulated and improved in real time. Good for overall way-finding and testing navigation elements. 4

Choose a prototype style: Medium fidelity prototypes Using a computer program such as Caretta or Omnigraffle, wireframes or sketches are put together to make a clickable experience. Less distracting than the paper version so testers can focus on tasks. Can use inexpensive tools to record screen and dialog Can become more expensive to produce rich interaction. 5

Choose a prototype style: High fidelity prototypes This prototype is closer to a development release, and is normally made from HTML, and semi-working code. Good for testing rich interactions, transitions from task to task, and interactions that take several steps. Good for making language and wording changes. Can provide design feedback and fidelity to brand brief. It can be difficult to make major changes based on feedback, so the comments have to be carefully interpreted to be actionable. 6

Set up tests Jacob Nielsen’s research showed that 3-5 tests reveal >75% of design issues. He also said that testers need not represent actual customers, just people with the sufficient knowledge of computing to complete the tasks. Participants are reminded that they are not being tested, the software is, and are encouraged to speak aloud. Moderators are not allowed to help or offer explanation, only to voice the task and encourage voicing of thoughts. Cameras or screen capture is used to provide data for the next iteration or findings report. 7