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====== Usability - Research ======

Author: Michelle McCausland

This page contains the notes taken from the UX training course "UX Foundation Online" provided by [[http://uxtraining.com|UXTraining.com]]

===== Types of Research =====
Research can be categorized in 2 ways:

**1. Qualitative** 
  *  Unstructured
  *  e.g. usability testing
  *  not measurable
  *  provides deep insights
  *  is classed as a "soft science"

**2. Quantitative**
  * structured
  * measurable
  * numerical
  * produces graphs and data
  * is classed as a "hard science"

**Remember this: I am not the target audience!**

User research is critically important, assumptions are dangerous.

----

===== Usability Testing =====

  * The goal of usability testing is to observe what people do / how they interact with the software
  * Camtasia / Silverback are pro software tools for screen capture
  * It is important to be able to record on screen actions as well as facial expressions.

**Benefits of Usability Testing:**
  *  Is the best method to gather requirements
  *  It presents the product from a user's perspective
  *  It challenges and validates assumptions
  *  It produces behavioral data - what people do

**Goals behaviors context are important when considering usability.**

**What you should learn from usability testing:**
  *  What users are trying to do (goals)
  *  What user do (behavior)
  *  How the product helps the user to achieve their goals (context)
  *  Identify pain points
  *  Identify how the product compares to competitors

Each usability test should have a clearly defined set of test objectives.

Define clear goals.

Be specific - don't try to cover everything.

**Create a usability test script:**
  * Practice/run through prior to test
  *      Is a useful memory aid to keep you on track
  *      Specifies the task to be completed
  *      Specifies questions to be asked
  *      Start with natural tasks then move onto pre-defined tasks
  *      Ask lots of what/why questions
     
**Important to state the following to set the tester's mind at ease:**
  * There are no right or wrong answers
  *      We are not testing you, we are testing the software
  *      Don't be afraid to speak your mind
  *      Think out loud, describe what you are doing

**What you need to perform a usability test:**
	* Tester
	* moderator
	* note taker
	* laptop with mirrored display
	* screen capture software (would webex work?)

**Tips for moderating:**

  * Ask the right type of questions
  *      Rehearse
  *      Know the product 
  *      Never tell the tester what to do
  *      Never take the mouse

**Avoid**
  * Direct Yes/No questions
  * Avoid leading questions
  * Avoid future focused hypothetical questions
  * No design questions

**Try Instead**
  * What & Why questions
  * What are you looking for/at
  * What info do you need to continue and why
  * Specific questions about the past
  * task questions

**Q - What should I test?**
**Existing Product**
  * The current version
  * A prototype of the new design/ designs
  * Competitors

**New Product**
  * Competitors
  * Prototype

**Q - When to test?**
  * Test early and test often!
  * Why throwaway prototypes exist

----

===== Online Surveys =====

Online Surveys
	* Easiest way to gather user requirements
	* Both quantitative and qualitative
	* Powerful and unambiguous
	* Cheap/free
	* E.g. Survey Monkey

**Types of questions on surveys:**
	1. Structured - provide structured answers - quantitative
	2. Unstructured - provide unstructured data - qualitative

**3 Golden Questions to ask:**
	1. Why did you visit out website today?
	2. Were you able to complete you task today?
	3. What you you change about our site?

**Guidelines:**
	* Never ask more than 10 questions on a survey
	* Keep question on 1 page 
	* Only ask genuinely useful questions


----
===== Customer Interviews =====

"The Mom Test" - Book re. customer interviews

**Objectives of customer interviews:**
	* Understanding customer problems
	* Understanding customer goals
	* Understand context of use


**What doesn't work during an interview:**
	* Asking for product feedback
	* Asking for detailed page design feedback
	* Asking about the future
	* Avoid talking a lot
	* We only want to identify the goals and the problems we are trying to solve


Interview Flow (like a funnel):

\        Intro        /
   \    General     /
      \ Specific /

More specifics:

	1. Introduction
	2. Easy questions
	3. Specific recent examples
	4. Dissect examples
	5. Pain points
	6. recap


**Interview Guidelines:**
	* Don't be a robot!
	* Don't be afraid to deviate from the script so 
	* Always record interviews

----

===== Stakeholder Interviews =====

Consider the business perspective - feasibility, viability, desirability

Who to talk to - anyone who has a stake in the product, anyone who provides requirements

**Stakeholder interview guidelines:**
	* To understand the business
	* To understand the goals
	* To identify competitors
	* To get buy in - build relationships - opinions matter
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