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Testing Basics other pages this page job description

What is the usability testing process?

Usability testing requires a lot more than a test subject and a facility. Testers must:

learn the software
set objectives
determine the testing methodology
design surveys
write appropriate scenarios
recruit users
conduct the testing
record the results
carefully analyze the results

How is a testing lab set up?

The classic lab has two large offices or classrooms separated by a one-way mirror.

The test room in each lab is equipped with multiple video cameras, audio equipment, and everything a user needs to operate the software. In the test room are real users -- recruited from the target market -- who perform a specific set of tasks with the software.

The video control and observation room has monitors, a video recorder with special-effects switching, a two-way audio system, remote camera controls, a PC for test log purposes, and sometimes a telephone for use as a help desk. In the observation room, the testers watch as the users work and can see and hear everything that causes them to be confused. The testers get a good picture:

how usable is the software?
where does it need to be improved?
how can the developers improve it?

What you can do on your own

Even without an expensive testing lab, there's lots that you can do. Because early contact with users is often nebulous and abstract, you want to get your ideas about the hypertext structure and the look and feel of the interface into concrete form as soon as possible. Users can give valid reactions if your ideas are in one of these test formats:

paper mock-ups
storyboard sketches
slide presentations
prototypes

As you move through the development process, how do you test your interface?

hands-on prototypes
one-on-one interviews
surveys
focus groups

Designing a consistent, easy-to-use interface is a simple matter of respect for those who have chosen to visit your page. How?

watch people use your prototype
ask them simple questions
change your design

It's a good idea to at least review the jargon-laden disciplines of cognitive psychology and behaviorism. While they offer hard, scientific methodologies for understanding how people comprehend and process information and tools, you can go a long way on common sense.

thinking aloud
observations
impressions
why questions
where questions

Ask users to speak their thoughts aloud as they click through the pages.

When they look at a link or hover their cursor over it, encourage them to say what they expect to find when they click.

After they click encourage them to describe what they found and whether or not it surprised or disappointed them

distinctions to make

expert vs novice users

liking vs evaluating

expectations vs opinion

Expectations are much more valuable than opinions.

expectation "I clicked here because the bright red color made me think it was the hottest."

opinion "I don't like that red."

Ask questions to elicit expectations.

Job Description

This recent job description was posted to a usability discussion list. I have changed the names.

Basic Info/Background

XYZ Corp is a leader in providing software for the financing industry (we have both a web application and a desktop product). Our development emphasis is currently on our web product/service, which is a full-fledged, in-production enabler of financial transactions (leases, loans, lines of credit, etc.). This is a great company with terrific people and a promising future. See www.xyz.com for more company information.

I am currently the sole usability person here, working very closely with a growing number of designers (now 7) and increasingly in need of help to keep up with them. The person who fills the new position will be working with me very collaboratively to continue the development and solidification of usability initiatives within the organization. This is a great opportunity to be involved in all aspects of usability here, from helping to develop structural elements (Design Style Guide, design checklists, user feedback mechanisms, etc.), to reviewing new designs and providing feedback and suggestions, to doing hands-on redesign of existing functionality, to doing on-site usability testing with our clients.

Position Summary

The Usability Program Manager is responsible for ensuring a positive user experience for users of CapitalStream products and e-Commerce offerings. This position requires a demonstrated commitment to championing the experience of software users, experience with software usability design and metrics, excellent writing skills, the ability to cross-manage usability issues across the program management team, and an understanding of technical issues associated with usability in a Web environment.

Essential Duties and Responsibilities

Works with product designers (program managers) to ensure that feature specifications conform to style guidelines and meet usability objectives.

Contributes to the development and maintenance of style guidelines to ensure consistency in page design and user experience.

Measures and tracks usability through a variety of means, including customer surveys and usability testing.

Creates specifications for usability and online assistance features within the site.

Helps coordinate and prioritize usability requests from customers, driving key improvements into the production site.

Coordinates cross-functional teams to create and/or review usability solutions/improvements.

Qualifications

3 to 5 years of usability and/or technical writing experience for commercial software.

Skilled in user-centered design and analysis techniques (e.g., usability testing and task analysis), preferably for web-based applications.

Prefer experience with product design and prototype development.
Strong customer interaction skills.

Outstanding written communication skills and editorial skills.

Ability to drive results working in a cross-departmental / matrixed environment.

BS / BA degree required, preferably in Human Factors Engineering, Psychology, or related field.

Other Requirements

The successful candidate must be a creative thinker and reasonably assertive -- this is not a position for someone who will shrink from debate or hesitate to confidently press their case when opposed. This company has a lot of really BRIGHT people who are passionate about their work and not afraid to disagree or voice opinions. You need to be able to "sell the call" with confidence and be able to think on your feet to back up your ideas. This is not at all a hostile environment (the bright people also happen to be very nice and great to work with), but is, rather, fertile ground for creativity where everyone participates.

At the same time, you must be very open to the ideas of others, recognizing that the goal is not to be the one who is right, but to make the best design decision.