Question: What is usability testing?
Answer: Usability testing is a quantifiable method of
testing how well a computer-screen based product meets the needs of
users.
Question: How does usability testing work?
Answer: We examine your business model and your
existing or proposed Web site, Intranet, software application, or kiosk. Then,
we design a 60- to 90-minute test and administer it with live human subjects
representative of your audience. We strongly encourage our client teams to
observe usability tests-- the insights are invaluable.
Question: Why do you emphasize usability
testing?
Answer: In-person usability testing of Web sites,
Intranets, software applications, and kiosks is the most effective measure of
Web site effectiveness. Interface Guru™ is committed to independent
testing as the most reliable form of risk analysis.
Question: At what point in Web site development
should we conduct usability testing?
Answer: Usability testing is an effective tool at
several steps of development.
- Existing products need prioritization for improvements
- Prototypes can and should be tested
- We recommend testing prior to every new launch or version, or annually,
whichever occurs more frequently.
Question: How does usability analysis compare to
measurements such as site statistics?
Answer: While remote methods (such as server logs and
WebTrends™ reports) yield useful metrics, you will never really
understand *why* users take - or don't take - an action unless you observe them
directly.
Question: Where do you conduct usability
testing?
Answer: Testing is conducted either in a usability lab
(such as our facility in Tucson, or any commercial lab) or on-site using our
mobile testing unit. Test moderators and clients observe the user interacting
with the product via a one-way mirror or closed-circuit television.
Our mobile lab is recommended when you need internal consensus - it makes it
possible for more observers to attend. It's also great for secure work
environments.
Question: What is the difference between focus groups
and usability testing?
Answer: In usability testing, users are observed, one
at a time, as they use the product. Usability testing is the most accurate and
quantifiable way to discover specific problems (or assets) in your product. A
focus group is good for exploring opinions, needs, and wants. But people tend
to report what they think they do, rather than what they
actually do. Usability testing captures what users really do –
and why.
Question: Is it expensive to conduct usability
testing?
Answer: NO! Usability testing saves money by catching
problems early in the design process. Many Web sites offer features that users
ignore or even actively dislike. Unless you test users in person, you will not
completely understand their needs – leading to costly decisions and corrections
after launch.
Question: What is provided if I contract for
usability testing?
Answer: You receive a complete quantitative report on
the test results, recommendations and a complete, picture-in-picture digital
video record of each user test (you see the Web site in use; you also see and
hear the user as he interacts with the site). In addition to targeting direct
improvements for the Web site, the report and video are used by our client
teams for everything from market research to product development.
Question: We're on a tight schedule. Is there an
alternative to usability testing?
Question: Can you take a quick look at our Web site
so we can discuss next steps? If we have designs in progress, can you evaluate
them?
Answer: Absolutely. We can review existing Web sites,
as well as in-progress interface or visual designs, with you to recommend the
most efficient solutions. Please call us at 520 744 6911 to schedule an
appointment, or email
Question: I need to justify this expense to my
decisionmakers. What is the return on investment provided by usability
testing?
Answer: The cost of usability testing your Web site,
Web application, or kiosk is a lot less than you'll spend fixing it
later.
"The State of Retailing Online 6.0 ranks usability testing as 100% effective in
improving conversion rates - the highest rating among conventional strategies
including outlets, wish lists, and product placement."
- Forrester Research, May 2003
"Increasing customer retention rates by 5% increases profits by 25% to 95%...
[online] customers' tolerance for inconsistency and mediocrity is rapidly
disappearing. Customers can compare suppliers in real time, all the time."
-"E-Loyalty: Your Secret Weapon on the Web", Harvard Business Review, Reichheld
and Schefter, July/August 2000
"Once a system is in development, correcting a problem costs 10 times as much
as fixing the same problem in design. If the system has been released, it costs
100 times as much relative to fixing in design."
- Gilb, 1988
