User Testing

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 need

testing scripts, evaluation forms

Time

60–90 minutes per test

People

at least 2 users

Difficulty

2 – depending on the number of testers and testing methodology

Use when...

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)

Procedure

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

Find out more

if you want to start with a fast testing, then read the book called Validating Product Ideas
Microsoft developed its own card set for the purpose of user testing