Getting user feedback has always been central to how we create attractive applications that bring business value to customers and convey an amazing user experience. We do this, most often, by testing users of the application. The e-book, “A Practical Guide to Testing Application Users,” offers a step-by-step guide for designers and development teams on how to conduct user testing in moderated and non-moderated (online) tests. In this post, we will look at one of the key components: how to write an effective usability testing script.
Great usability testing scenario is simple and instructive
Why is it important that moderators have a script that needs to be followed in user tests? First, you want your tests to be as standard as possible. This ensures that you will not bias the responses of individual participants. And the assurance that each user answers the same questions ensures that you can see the similarities and differences in your user answers, which will help you draw more convincing conclusions from your research.
Ultimately, the script should be simple, but contain enough instructions to help the facilitator guide participants during a moderated session — or provide all the information that participants need to know in non-moderated (online) sessions. Here are the sections that a script document should include, with recommendations on what to include in each of them:
TIP: To make the script easier to read during the moderated test, use a different text style or color to separate the instructions from the actual script that will be read to the participant.
1. Background information
This section is intended for facilitators and anyone who reads the usability test script but doesn’t share it with the test participants. Usually we include reference information about testing dates, client, number and type of participants, version history and testing methodology. We will also describe what you are testing, the objectives of the test and how long it should take for each participant. It is also useful to include information on member rewards and compensation.
2. Introduction
An example of an introductory section from a usability testing script.
This section presents a script for the moderator, who welcomes the participants and gives them a general idea of what to expect in the test. If testing is moderated by a moderator, we also represent the coordinator and all participating companies.
At this point, it is helpful to inform the participants that there are no right or wrong answers. This will help them feel more comfortable. In addition, encourage users to speak out loud while completing assignments. You will want to understand their thought process, their actions and their feelings.
It is also important to request consent to record a session. Be sure to obtain explicit verbal consent to this.
TIP. During a personal moderated test, you should give participants the opportunity to ask any questions before starting.
3. Preliminary check of the questionnaire
In this section of the user test, your main goal is to make your participants feel comfortable.
In the usability test scenario, you will include questions about basic information such as name, age, occupation, and any other demographic data relevant to your test. During moderated tests, it’s enough to ask for confirmation (for example, “Please confirm that your name is [NAME].”) The information you already have.
Then ask any general questions related to your project. For example, if you are testing a travel app, you may ask how often participants fly and if they use any apps to book and plan trips.
4. Tasks and scenarios
Tasks are actions that you ask participants to perform on a device or other testing interface. Each mission must have a goal.
Scripting helps participants interact with the interface and imagine how they will use the application in real life. The goal and task of the user may look like this:
- The purpose of the test: view hotel rooms and book one .
- An example of a bad task: book a hotel room .
- An example of a better job (with a scenario): you are planning a vacation to Bangkok from September 3-14. You need to book a hotel for your stay. Go to the application, view the information and book the room that you think is the best .
TIP: Always let users come back and read the assignment as many times as they need.
Best Writing Tips
Trying not to distort user behavior is challenging, but it is important if you want to get useful results. Here are five tips to write more effective, neutral tasks:
- Make the task realistic to help participants interact with the interface. Create scenarios that maximally simulate the real world. Do not force them to do what they usually do not. For example:
- The purpose of the test: view the products sold on site.com .
- An example of a bad task: buy a pair of Levi's white high jeans on sale .
- An example of a better task: buy a pair of Levi's jeans for less than $ 20 .
- In real life, users are likely to browse before choosing what they want to buy. In the first example, we do not provide the user with the ability to choose what he usually chooses. Instead, we tell them what to do. They will focus on finding the jeans we told them to find, and may not interact with the interface as usual.
- Do not force participants to interact with a specific function. Instead, try to figure out how they decided to use the interface. This way you will find out if they can find functions and use them as you expect.
- The purpose of the test: to find a recipe .
- An example of a bad task: use the search bar to find an Indian recipe .
- The best example of a task: you want to cook Indian food today. Use the app to find a recipe.
- Avoid adding tips or step descriptions. It is better to offer context for the scenario than to provide clear steps to achieve the goal. The idea is to allow participants to navigate the interface on their own.
- The purpose of the test: to monitor the progress in the book .
- An example of a bad task: you want to update the progress in the book you are reading. Go to the application, find the book, add it to your list and update the progress made .
- The best example of a task: you started reading a new book and don’t want to lose the place you finished last time. Use the app to update your progress .
- Do not make the task easier for participants using the same language that they can easily find in the test interface. For example, if the interface displays a button that says “Use the month for free,” you should not use the same wording in the task:
- Purpose of the test: try the service for free .
- An example of a bad job: go to the site and use it for free for a month .
- The best example of a task: you want to try this service for the first time. Go to the site and register .
- Be as direct as possible in how you formulate tasks. Take a look at these two example tasks:
- Purpose of the test: make an appointment .
- An example of a bad task: now, see if you can try to find a way to make an appointment with a nutritionist .
- An example of a better job: now, make an appointment with a nutritionist .
- The first of them with the additional phrase “let's see if you can try to find a way” gives the impression that the task will be difficult to complete, or even a hint that may await a definite answer, because the interface has poor experience or design.
TIP: If necessary, you can ask questions between tasks. It is better to wait until the participant completes the task so as not to distract them.
5. Post-test questionnaire
After completing the main test, part of the usability test script questionnaire directs the moderator to ask additional questions. In this section, the moderator will want to explore areas where the answers were unclear or ambiguous.
You can ask participants high-level questions about a product or a specific function, or if they expect something to be different. You can also ask open-ended questions about the new features that they would like to use.
6. Summary
In this section of the usability test script, you will thank the participants for their time. And you can ask users if they have any questions for you. Finally, you should discuss with your users the details of their compensation.