Usability Test Demo by Steve Krug

Summary

This demo video, part of the book 'Rocket Surgery Made Easy,' demonstrates how simple and effective usability testing can be. The user, Melanie, explores a Zipcar website while narrating her thoughts, revealing key usability issues, such as confusing pricing and unclear availability information. Throughout the 20-minute session, the video showcases the process of identifying usability problems and suggests simple solutions, like clearer labeling and user-friendly design tweaks. The session emphasizes that even well-designed sites can have usability flaws, encouraging viewers to conduct their own usability tests for their websites.

Takeaways

• 😀 Usability testing is simple and can provide valuable insights for improving websites, even well-designed ones.
• 😀 A typical usability test lasts about an hour, but this demo focuses on a shorter 20-minute test.
• 😀 The test session aims to observe how users interact with a website without assistance to identify usability issues.
• 😀 Participants are encouraged to think out loud, sharing their thoughts, actions, and reactions to help testers understand their experience.
• 😀 The website being tested in this demo is Zipcar, chosen for its strong design to highlight that even great sites can have usability problems.
• 😀 The user, Melanie, is asked to estimate her internet usage and the kinds of websites she visits, such as shopping and checking crossword puzzle results.
• 😀 The demo involves asking Melanie to perform specific tasks, like calculating the cost of using Zipcar for different types of trips.
• 😀 During the test, Melanie struggles with some unclear elements, such as the meaning of 'rates shown for EVP $50' and issues with car availability.
• 😀 Usability problems identified include unclear pricing information, lack of clarity about car availability, and confusing terms like 'rates shown for EVP $50.'
• 😀 The process of usability testing should focus on finding simple solutions (e.g., tweaking text or design) rather than redesigning a site entirely.
• 😀 The goal of usability testing is not to find definitive solutions but to gather insights and improve the user experience with minor adjustments.

Q & A

What is the main purpose of the usability test demonstrated in the video?

The main purpose is to demonstrate how simple usability testing can be and to show that even well-designed sites have usability issues that can be improved.

Why did the tester choose a well-designed site for the demo?

The tester chose a well-designed site to show that even the best websites have usability problems, emphasizing that usability testing can reveal issues on any site.

What key instruction is given to the participant during the test?

The participant is instructed to think out loud, sharing what they're looking at, what they're trying to do, and what they're thinking as they navigate the site.

What is emphasized about the participant's performance in the test?

The tester emphasizes that the session is about testing the website, not the participant. The participant cannot make mistakes, and their honest feedback is encouraged to improve the site.

How does the tester ensure that the session is recorded properly?

The tester asks for the participant's permission to record the screen and their conversation, explaining that the recording will only be used to improve the site and won’t be seen by anyone except the project team.

What question does the tester ask the participant about their internet usage?

The tester asks the participant how many hours per week they spend using the internet, including web browsing and email, and what types of websites they visit most often.

What task does the tester give the participant regarding Zipcar pricing?

The participant is tasked with calculating how much it would cost them to use Zipcar for a month, given a set of specific usage scenarios (e.g., occasional trips, driving for errands).

What issue did the participant face when trying to calculate Zipcar costs?

The participant struggled with calculating the total cost because the pricing information was not clear about additional fees and rates, leading to confusion over how much to expect to pay.

What problem did the participant encounter when trying to check car availability?

The participant faced difficulty understanding whether cars would always be available when needed and experienced confusion when the pricing didn’t match the car availability shown on the map.

What did the tester identify as a usability problem in the 'Extra Value Plan' section?

The participant was confused by the phrase 'rates shown for EVP $50' and didn’t understand what it meant, leading to frustration and uncertainty about the available plans.

How does the tester suggest addressing the 'Extra Value Plan' usability issue?

The tester suggests simplifying the language and using clear labels or tooltips to explain the plan options more directly, ensuring that users understand the pricing and terms.

What does the tester conclude about the usability test process?

The tester concludes that usability testing is a simple and valuable tool for identifying issues, and encourages others to perform testing on their own websites to gain useful insights for improvement.