Web site usability testing: recommended procedures

Usability testing of web sites is a true test of how people actually use a
web site and it is an essential element of quality assurance.

A) When to test

• at the web site's conception (start by testing a printed mockup of the
  home page)


• before planning a redevelopment


• repeatedly during (re)development

B) What and why are you testing?

1) In a general test:

• whether the user gets the point of the page(s)


• whether the user understands the navigation system


• whether the user can guess where to find things.


• how do users interact with the web site you are testing?


• what is difficult for people to do?


• where do they get lost?


• what makes sense to them?


• what makes them feel distrustful or insecure?


• what do they like and what do they hate?

2) In a specific test

• can the user accomplish a key task?


• can the user find something specific?

C) How long is a usability test?

• 5 minutes (for a single page design) to 1 hour (for a general response to
  a whole site or new design).

D) Users should be outsiders

• not involved with the web site in any way


• completely new to the web site (so don't ask the same person twice)


• somewhat familiar with the Web in general.


• In a full-blown, traditional usability test, a usability consultant would
  select members of the web site's target audience. This requires great effort,
  and the rewards are comparatively small

E) Where to test

• run tests in the user's home or work place. Benefits:


• the user feels more relaxed


• the user doesn't need to learn new systems


• you get to see how the web site works on different computers, browsers and
  modems.

F) Prepare a script

• Introduce yourself


• purpose of test, confidentiality issues


• open-ended questions, 'what if?', 'tell me more'


• Allow users to try to accomplish the task in their own way


• End the test: say thank you, reply to previously unanswered questions,
  give payment or a gift if appropriate.

G) Plan how you will take notes

• a column for comments on your script?


• blank paper for a mindmap?


• printouts of key pages?

H) Test the script

• test your script with a colleague acting as the user

I) Now start the test

• note every occasion the user:


• hesitates, worries, or is forced to think


• misunderstands something


• gets frustrated or annoyed


• gives up.


• The whole point of the test is to see what users do alone, without you helping.

Ref: http://www.webpagecontent.com/arc_archive/124/5/