Testing Usability for Web Design

These few simple tasks will help convince the participant that the usability testing will not be difficult and, perhaps most importantly, that they're not the ones being tested.

4. Choosing Tasks

Set tasks that are essential to the new site's success, such as:

Buying products
Paying bills
Contacting the client
Remember, you're not looking for an ego massage. The site was built for a reason - can your target audience do what you need them to do?

It's also a good idea to ask the user to suggest tasks. While this gives another indication of their expectations and requirements, it may suggest new functionality or priorities.

5. How To Word Tasks

People tend to perform more naturally if you provide them with scenarios rather than instructions. When giving them tasks, you should use phrases like 'Scenario A has occurred, and you need to ring the company urgently - find the telephone number'. This is far better than 'find the contact us section of the site'.

6. Presenting Tasks

Only give participants one task at a time. More than this may intimidate them, or alter their approach to the test.

If the user is required to use inputs from outside the test (e.g. an email giving them a password to the site), give them these inputs in the form they will be presented. This will provide useful feedback on all elements of the process, rather than simply the site.

7. How To Behave During The Usability Testing

It's essential that you remember that it's the website that is being tested, not you or the subject. Any feedback you get is valuable - make sure the participant knows this. If they can't do something, make sure they know it's not their fault.

You must stay quiet and out of sight during the test. You must not alter the test results by providing clues, suggesting directions or by reacting to things they say or do. All feedback you give must be neutral. Do not start shaking your head or huffing, however tempting it might be!

The only time you should speak is to help the participant give an opinion, or to clarify a response. If in doubt, shut up!

Given the investment made in the project, clients often find it difficult to be quiet during tests. If your client wants to be present, put them in another room with an audio/video link.

8. After The Usability Testing

After all the tasks have been completed, you should gather as much information as possible. Asking for overall impressions of the site will allow you to judge whether expectations have been met, and whether the participant's view of the client or site has changed during the process.

Always ask for suggestions - this not only demonstrates the value you place on their thoughts, but may provide insights into how the site can better support the user.

Finally, ask the participant what they remember about the site structure and functions of the site. Clear recollection will confirm that the site is structured logically and help identify any labelling issues you may have missed.

Find tips about building customer loyalty and types of customers at the Good Customer Service Skills website.