These slides provide an introduction to usability testing. This well-known method in user-centred design is used to improve products, by having participants interact with these products and by measuring their performances and responses. I presented this topic as a guest lecturer to first-year Psychology students at the University of Twente at February 6th, 2017. Providing examples and best practices from Dutch digital design agency Mirabeau, I explained to them the required steps for the preparation, the moderation, and the analysis of usability tests. Moreover, I highlighted the importance of psychologists’ knowledge, (research) methods and skills for design, which I believe to be invaluable.

1. An Introduction to
Usability Testing.
Lennart Overkamp
February 6th, 2017
University of Twente.

2. Three Phases:
1. Preparation
2. Moderation
3. Analysis

3. Phase #1: Preparation.

4. “
”
The primary goal of the usability test
is to improve the usability
of the product that is being used.
Source: A Practical Guide to Usability Testing (Dumash & Redish, 1999)
Step #1.1: Define the goal.

6. Step #1.2: Define the users.
Users = ?
All customers

7. Step #1.2: Define the users.
Users = frequent business flyers
All customers

8. Step #1.2: Define the users.
Users = frequent business flyers
(the population)
All customers

9. Step #1.3: Recruit users.
Users = frequent business flyers
(the population)
All customers
Participants (the sample)

10. Step #1.4: Define the measures.
Performance measures
(e.g. time-on-task,
errors)
Preference measures
(e.g. desirability,
perceived usability)

11. Step #1.5: Prepare the procedure.
Which materials?
How?
When?
Where?
How long?
With whom?

13. Step #1.6: Prepare the script.
Scenario (example):
Imagine that you have to travel for your job from Amsterdam to New York on
Monday the 9th of January. You will need to stay there for a full workweek, but
you want to be back before Saturday to enjoy your weekend with family.
Tasks (examples):
1. Find out which round trips are available from Amsterdam to New York that fit
your work schedule for this week.
2. Book the cheapest flight that you can find.

14. Step #1.7: Prepare the prototype.
(If you have one)
Example: https://invis.io/9PAACX46R

15. Step #1.8: Prepare the consent form.

16. EVALUATION FLIGHT-BOOKING TOOL
Goal
The goal of this evaluation is to test the usability of a flight-booking tool
prototype, in order to improve this tool in terms of user-friendliness.
Procedure
You will carry out tasks with the prototype, which will be provided by the
facilitator. While carrying out the tasks, you are asked to think aloud.
After completing the tasks, you will fill in a short questionnaire and the
facilitator will ask you some questions. The evaluation will take around 45
minutes.
You may stop, take a break, or ask questions at any moment.
Recording
To facilitate the analysis of the test results, we ask for your permission to
record the evaluation. The recording will only be used by the design team
to improve the prototype, and will not be shared with anyone outside the
team.
Step #1.8: Prepare the consent form.
Contents:
• Goal
• Procedure
• Duration
• Participant’s rights

17. You will carry out tasks with the prototype, which will be provided by the
facilitator. While carrying out the tasks, you are asked to think aloud.
After completing the tasks, you will fill in a short questionnaire and the
facilitator will ask you some questions. The evaluation will take around 45
minutes.
You may stop, take a break, or ask questions at any moment.
Recording
To facilitate the analysis of the test results, we ask for your permission to
record the evaluation. The recording will only be used by the design team
to improve the prototype, and will not be shared with anyone outside the
team.
Participation does not have any risks or consequences for you.
• Your answers and details will be processed anonymously.
• We judge the quality of the prototype, not your performances.
Informed consent
By signing this form, you acknowledge to have read and understood the
information in this document, and to agree with this information.
Name:
Date:
Signature:
Do you agree with recording?
☐ Yes, video- and sound recording.
☐ Yes, only sound recording.
☐ No, rather not.
Step #1.8: Prepare the consent form.
Contents:
• Recording explanation
• Consequences
• Signature
• Recording consent

18. Step #1.9: Test your test.

19. Phase #2: Moderation.

20. Step #2.1: Welcome your participant.
Coffee?

21. Step #2.2: Introduce the test.
Introduce yourself.
Explain your role.
Explain what is expected of the participant.
Mention the duration of the test.
Provide reassurance: you are not testing the participant.
Explain the purpose of the test.

22. Step #2.3: Obtain informed consent.
Sign two copies!

23. Step #2.4: Explain the think-aloud protocol.
“
”
In a thinking aloud test, you ask test participants
to use the system while continuously thinking out
loud — that is, simply verbalizing their thoughts
as they move through the user interface.
Source: Jakob Nielsen (www.nngroup.com)

24. Step #2.4: Explain the think-aloud protocol.
Example: https://www.youtube.com/watch?v=g34tOmyKaMM

25. Step #2.5: Start recording.

29. Step #2.6: Participant performs tasks.
Explain the scenarios & tasks.
Let the participant do the talking!
Remind participant to think aloud, when necessary.
Keep questions and distractions to a minimum.
When a scenario/task is finished, explain the next one.

30. Step #2.7: Post-questionnaire.
(Optional, depending on goal/measures)
Example #2:
Microsoft Reaction
Card Method
Measures
product desirability.
Example #1:
System Usability
Scale (SUS)
Measures
perceived usability.

31. Step #2.8: Post-interview.
Ask for a general summary.
Elaborate on interesting observations/comments.
Ask any remaining questions you prepared beforehand.

32. Step #2.9: Debriefing.
Explain (again) the purpose of the test.
Answer any remaining questions from the participant.
Explain (again) what you will do with the results.
Give the participant a reward!

33. Phase #3: Analysis.

34. Quantitative data
(SUS scores, errors,
Reaction Cards,
time-on-task)
Qualitative data
(comments,
explanations,
responses)
Step #3.1: Process your data.

35. Step #3.2: Prioritise the usability problems.
Problem #1
Problem #2
Problem #3
Problem #4
Problem #5

36. Step #3.3: Communicate your results.
Type #2:
Presentation slides
Summarised, easily
shared or presented
Type #1:
Full report
Detailed, useful
as a reference.
Type #3:
Infographic
Highly visual, useful
as a persuasion tool

38. #Conclusion.
Advantages:
Solid, well-researched
Tests many aspects of product
Both qualitative & quantitative
Disadvantages:
Costly in terms of time, money
and (human) resources

39. Recommended resources - Books

40. Recommended resources - Online
smashingmagazine.com
nngroup.com

41. Recommended resources - Prototyping & Testing
InVisionSketch

42. Recommended resources - Analysing
ExcelRStudio

43. Recommended resources - Communicating results
SketchKeynoteWord

44. Neuro Usability Test.
Bonus:

46. Aspect #1:
Eye Tracking
Reference of users’ focus.
Input for heatmaps.
Aspect #2:
EEG
Captures brain activity
to pinpoint affects.
Aspect #3:
Neuro Feedback
Users comment on
significant EEG findings.
Aspect #4:
Questionnaire
Users are interviewed and
fill in a questionnaire.

47. How does Psychology fit in all this?

48. Knowledge.
Cognitive Psychology: knowledge of attention, working memory limits, etc.
Social Psychology: knowledge of group dynamics, persuasion, etc.

49. Methods & Skills.
Research skills, both quantitative & qualitative.
Analytical approach to problems.
Observation techniques.
Running experiments.
Developing questionnaires, interviews & experiments.
Interview techniques.

50. Soft skills.
Giving feedback.
Asking the right questions.
Active, empathic listening.

51. Psychology is invaluable to any design team.

52. Thank you.

53. Lennart Overkamp Rémon van den Bergh
Interaction Designer
loverkamp@mirabeau.nl
Lead Insights & Sr. UX Researcher
rvandenbergh@mirabeau.nl