Usability testing isn’t all about the user
When we do usability testing we feel it’s really important for the client to come and see first hand how people really use their products. No matter how good our report is, it can never have as much impact as seeing somebody struggling with your website. When teams come and view usability tests they often make on-the-spot phone calls to make changes, which is great.
Getting clients involved
Because we want our clients to come and watch testing we always take them into consideration, as well as the participant, when setting up a testing environment. We want the participant feel relaxed and comfortable enough to talk to us, but we also want to make it as easy as possible for the client to see what’s going on and ask questions.
We feel that two-way mirrors just don’t work. They can make the participant feel intimidated (especially after adjusting their hair before realising there may be people on the other side). They also mean the client has to sit quietly in darkness, which for a full days testing can be a bit depressing.
Our facilities
In our office we have a two room set up that allows the clients to view in a light and comfortable room that’s video linked to our testing room. Clients can discuss the tests and come up with ideas without fear of being heard.
Our latest set up features a large projection of the testing monitor that gives everyone a clear view of whats going on. This allows for up to 8 clients to view at once – meaning you can get a good range of your team in to see how things go.
We have two additional screens showing the participant. One is pointed at their face which we feel is important to gauge emotional responses. Sometimes facial expressions speak louder than words.
The second is a contextual shot showing the participant and the monitor. This great because in almost every test the participant wont name elements on the screen. Instead they point at them saying “that bit there”. Without the contextual shot its difficult for anyone viewing to know what they are talking about with certainty.
We’ve created this usability testing set up to be less intimidating for the participant and more efficient for the viewer. We are constantly thinking of ways to develop and improve it. The next step is for Giles and Richard to put a Wii in there for tea breaks, or is that just wishful thinking?
About the author
Steve loves taking user test results and putting them in to design solutions. He has a background in design and media that he puts in to practice when he creates prototypes to test with. Steve enjoys making Flash based computer games, that have bizarre storylines! Email Steve, or call +44 (0)117 946 3930
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