I use Usage testing to ensure that an interactive solution works as expected. It there is any problems with the interface all information needed to correct it is usually in the test results.
Usage tests are in essence just monitoring users using your solution witnessing what turns up. The most simple form of usage testing is just letting a friend or colleague have a try at fulfilling some major task with the help of your solution. This you can do with a minimum of effort and no cost.There are times however when this kind of simplistic approach is not satisfactory. If you need a more reliable and confirmed result the tests needs to be conducted a more scientifically.
A small group of users are as effective as a large one
In order to find problems in an interface a vast number of users are not needed. In most cases a smaller group of users does an astonishing accuate job of finding problems and showing by their actions what they are not comfortable with in the interface. in order to get reliable results to base design decisions on a group of as few as 5-8 users is often enogh. It is often better to save some budget in order to be able to conduct more usage testing then get statisktically poven data on one test.
Confident users with a clear scenario
The test session itself is best conducted in an environment were the user feels comfortable. To be placed in a test session is stressfull for most users and getting the user to feel confident is the key to relevant test results. In my experience to conduct the test at the test person’s home or office, so called contextual study, gives rise to better results than using a professional test lab. Some times it is not practically feasible to visit the users. In these cases you have to invite the user to you. In these caes a less formal test environment is preferable.
The test it self needs to be started with a test scenario. This scenario need to be the same for all users in order to give reliable the test results, but minor personal variables way be used to make the user more comfortable. The scenario have to include a little story about why and how the user ended up using the solution as well as defining the task the user should be working with during the test. Choosing a broad scenario with will give less comparable results and risk that the user will wonder of and a to narrow scenario will make the user uncomfortable and the experience will not be genuine.
Analyzing test data
All the usability tests I do is video documented and all mouse movements and key strokes are recorded. I even use eye tracking in order to pic up on exactly what the user see and does not see during the test sessions. When I analyze the test data I go through the recorded video second for second and analyze the users behavior in detail.
The most important factor is to review if the user found it natural to use the solution in the intended manor. Analyzing the users mood is also very important. If the user is confused or discouraged by the experience they are likely to exit and try something ells.
Presenting the results
The results of the analysis will gathered in a list of issues found and suggestions for how to solve them. The results is mostly published on line together with the test full length video recorded during the test session. This will enable the team to use the sessions as future reference.
The best way of presenting the results is in a workshop format were all important stake holders and other key individuals are present. Often times the results concerning more than only the interface and issues in the technology and even the business strategy behind the solution. Being able to get the result presented by the test leader and instantly discuss any issue has shown to be very appreciated by my clients.
We at Box Experience’s wanted to improve our web site. Our web agency called in interaction designer and usability expert Mårten Angner to conduct an eye tracking study on our site. The study fully confirmed our suspicions about usability problems and provided valuable insight into how our customer’s think. Mårten presented clear directions on how to take our site to the next level. Almost like a how-to-guide, created exclusively for us!
I was asked to join the team at Merajobb, the collective job site for three of Sweden’s largest newspapers, to completely redesign their site. My role was to lead, analyze user needs, create a site concept and make sure no greatness was lost in the process. The team, consisting of the developers at HR north, designer Jonas Björkman from The Art of job and I completed the project in record speed. 
Cloud Nine is one of Sweden’s largest independent provider of web solutions. The company has been around since 1999 and apparently they know how the web works. It was therefore quite the honor to be asked to hold a seminar about my sketching techniques in regards on how to not to rush to finished designs before knowing if the functions are as optimal as they can be. The Creative Director Martin Bystedt was quite happy with the seminar and has found use of the technique in the work:
We at NetRelations can absolutely recommend Mårten’s course in sketching technique. This intensive seminar has made an immediate impact on all our staff. Our drawing skills improved instantly and with it came a new and more inspiring approach to both the way we discuss internally to how we communicate with our clients. Almost like creativity-in-a-box!
In an Eye tracking study I conducted for Ginza, users had a hard time getting through the payment process. I was asked to completely redesign the complete check out process. The final solution when published reduced the customer care issues drastically and resulted in an 18% increase in invoice payments, and an over all increase of the payment conversion rate by almost 2%.
Rebtel, the exciting international telecom operator, asked me to make a full scale usage test using eye tracking on their public web site, sign up, and their customer self service area. The eye tracking test immediately brought some totally unexpected errors in the service to Rebtel’s attention as well as provided a solid ground for the strategic design and development decisions in the future.
Ginza is one of Sweden’s foremost media mail-order and e-commerce companies. As a part of the effort to improve their user experience, I was asked to conduct an Eye tracking study on their current site. Although the results were somewhat shocking to Ginza, they were very pleased that their weak points could be addressed immediately. In this post I explain more about how the test was conducted and will also share with you some of the results.
It is now exactly one year since I created the first conceptual sketches for this site. This seemingly simple project was one of the most challenging projects I have ever completed. The site really forced me to use all the methods I have normally use in my projects for clients and have consumed an unbelievable amount of effort to make it perfect in every respect. Here is the story of how it was created.
We at Creuna decided to ask Mårten to give his sketching technique workshop for our design team consisting of both Graphic designers and Interaction designers. What we did not anticipate was exactly how profound effect this little two hour workshop had on our daily design practices!
I was asked by Holiday Autos to help them improve their the web based ordering system for rental cars. I worked closely with the internal development team evaluating the existing solution, and designing a new one. The end result turned out to be a great success when tested on users. The time needed to complete the order was reduced to as little as one third.