Usability Testing

Usability Testing is done to test prototypes of products and services at different stages of their development. A usability test is done in order to get feedback on how the product or service works and if its functionality is easy to understand.

The most common way we do usability testing is on websites. We do this to test the flow, content, and functionality of the site and to see if it fulfils what we intended for it to do. Usability testing can be done with as few as 5 research participants. This should help identify 80% of the problems.

Usability testing checklist

• Participant Screener
• Information sheets for participants
• Meeting invites sent and inc stakeholders as appropriate
• Consent forms (inc information about how data will be stored and used)
• Guides for participants if needed (screen sharing ect)
• Test script
• Note taking template
• Recordings stored securely with review date

The above templates can be found in the forms and templates section of the playbook

Below outlines some of the ways you can do usability testing:

• Paper Prototyping – Usability Testing can be as simple as printing off a minimum layout for a website and asking the participant to outline how they would perform a specific task. Take a look at Paper Prototyping in more depth here: What is Paper Prototyping? | Interaction Design Foundation (IxDF) (interaction-design.org)
• Usability testing (Desktop) – Usability testing for desktops can be done both in person. To do this, invite the participant to a video call. They will need to share their screen as they use the website. You will find example test scripts, information sheets and participant guides for desktop within the forms and templates section.

If wanting to test a form, send a PDF of ‘dummy’ details for them to use so that they aren’t using their own personal details. You can ask them to complete different tasks you want to test – e.g. If wanting to test if they can find the ‘About Us’ page, you would task them with ‘Could you show me how you would find more information about the organisation?’ For more information on how to do this, check out the government website: Using moderated usability testing – Service Manual – GOV.UK (www.gov.uk).

• Usability testing (Mobile)– Usability testing for mobile can be done both in person and remotely. To do this, invite the participant to a video call and request that they download the free software ‘LetsView’ onto both their mobile and desktop computer in advance of the session. They will need to share their screen as they use the website. Alternatively users can join a video call from their mobile and share their screen, however this method does not enable you to see user clicks and interactions.  You will find example test scripts, information sheets and participant guides for mobile within the forms and templates section.

Card Sorts

Card sorting (closed) – This is a great method to help define the content structure of a website, structuring content in a way that makes sense to users and conforms to their mental model. Create a series of cards using naming conventions within the organisation (Products or services). Ask the participants to organise these into a given set of categories. An alternative way to use card sorting is to create different cards that outline different priorities for a service or website. Ask the participant to rank them from most important to least, asking them to discuss why. How we refined our approach to card sorting – User research in government (blog.gov.uk)

Card sorting (open) – Similar to open card sorting, create a series of cards using naming conventions within the organisation (Products or services). However, this time participants are asked to organise them into groups and give the groups names. Avoid ‘Miscellaneous’ groups and there should be more than one and a maximum of 10 groups.