You will need

testing scripts, evaluation forms


60–90 minutes per test


at least 2 users


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)


  1. 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).
  2. 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.
  3. You can use either oral or written form to instruct the user to do the respective tasks and observe his or her progress.
  4. Make sure that the tester understands the task.
  5. Do not cue or instruct the user, unless it is strictly necessary.
  6. After you finish the testing, ask the user about his or her feelings, insights, pitfalls he or she experienced, and the overall impression.
  7. 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

In the testing phase, you can use the following methods…

When you need to decide which version of the service should be deployed

When you want to find out why the users stop using your service

Case study

Portal will help users

Městská knihovna v Praze

Download the book Service Design in Libraries

It includes detailed descriptions of case studies from both the Czech Republic and Norway.

Download the book  

Get the design methods card set

You will always have a ready help, which will tell you how to proceed, and which tools to prepare.

Get the card set