Usability
Research involving the usability of digital products makes up a great deal of the work I do.
The techniques used to explore the way people interact with digital interfaces very widely. I take a lot of care to ensure environment, process and moderation are carefully thought through.
Face To Face/Remote User Testing
User testing is useful when your product, software, website or app needs fine tuning.
I design tests to evaluate UI, UX, user journeys and content. I’ll be testing to validate if needs are met, to identify if pain points exist, and suggesting improvements based on best practice.
A standard sample is comprised of 6 users who are recruited to a specified user typology. The user is given tasks to complete whilst the researcher observes their actions and captures outputs in a fairly basic format that can be used to identify improvements.
Remote Unmoderated User Testing
This technique allows users to go through a series of tasks on their laptop, tablet or smartphone, without the researcher being present.
Tests should not be too complex; they may involve navigating to specific content, registering for a service or using an e-commerce system.
The resulting data is a series of statistics and/or video capture of the screen and user completing the tasks. It is also common to capture metrics that indicate needs met and ease of use.
Intercept Interviews
Intercepts involve capturing a random selection of users as they use products and services that are in the first stages of release.
These initial, spontaneous interactions that people have with products and services are gold dust. This can be done remotely via an online survey, or physically by researchers being in the same vicinity as the product when customers use it.
I use a mix of observation and questioning to uncover authentic customer behaviour as they interact with the product or service.
Usability Groups
Usability Groups are a combination of group discussion and user testing that are a smart choice when the focus is on the visuals.
Users are convened into qualitative groups and each user has a laptop, tablet or smartphone to test digital designs. Prototypes or live websites can be used as field materials.
Users can explore and interact with products in a way that replicates the personal experience we have with digital but that also allows a discussion about other users experiences. This technique will produce deeper insights than user testing alone.
Biometrics
Biometric methods are a way to capture system 1 (nonconscious and non-verbal) reactions to digital materials.
This is a specialised field of research that is especially suited to evaluating websites or apps, either in live or in development. The techniques include eye tracking, galvanic skin response and heart rate monitoring.
Because of the specialist skills involved, I have a web page devoted to biometrics where you can read more about the techniques I am familiar with.
Cognitive Walkthrough
This technique is designed to analyse journeys in a systematic way. It doesn’t include speaking to users – instead I rely on deep experience of users to assess interfaces and systems.
This is done in a systematic way using a framework of four questions, developed by Jacob Nielsen:
- Will the user try to achieve the right outcome?
- Will the user notice that the correct action(s) are available?
- Will the user connect the correct action with the intended outcome?
- Does the user get feedback on progress they have made?
It can be used in place of research when budgets are squeezed, or when users are difficult to source or as a precursor to a design sprint to provide inspiration.