User testing is the easiest way of detecting errors and to fine-tune the details of new services. You can repeat it every time you change the service.
You will needtesting scripts, evaluation forms
Time60–90 minutes per test
Peopleat least 2 users
Difficulty2 – depending on the number of testers and testing methodology
- you want to get a quick feedback to the changes you made
- you suspect there might be some problems in the current service
- you want to understand the service from user’s perspective
Do not use when...
- you have more versions to test (try A/B Testing instead)
- you do not know your users well (try interviews first)
- Make a list of practical tasks, which will check the service functionality, and create a form, into which you can make notes of user’s experience with tackling the tasks (you can also record the testing).
- It is also important to work in a friendly and creative mood. The user cannot have a feeling of being tested or being wrong when working on a task.
- You can use either oral or written form to instruct the user to do the respective tasks and observe his or her progress.
- Make sure that the tester understands the task.
- Do not cue or instruct the user, unless it is strictly necessary.
- After you finish the testing, ask the user about his or her feelings, insights, pitfalls he or she experienced, and the overall impression.
- Study all the recordings and determine whether the service needs to be improved.
Keep in mind that...
- user testing can be both moderated and unmoderated, therefore, you should consider pros and cons of both versions
- you have to be prepared for the situation when the equipment breaks down
- prototypes should be tested as well as the final version of the product or service, because it could save you from unpleasant surprises