How and why you need to do UX Testing, Tech Meeting (24092015)

Présentation au Tech Meeting à Colab Fribourg le 24 septembre 2015

Transcript

1. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 1 Julien Roland, Managing Partner @ Uservalue HOW and WHY you need to do UX Testing
2. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 2 Julien Dorit
3. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 3 1000+ hours of user tests and interviews 100+ user interfaces optimized 29 international partners 15+ years of experience 3 languages Key facts about us
4. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 4 4 key messages about UX Testing #1 : Good for Users … but also good for Businesses #2 : No UX without Users : Test … and more Tests #3 : It’s possible to measure UX … and you should do it #4 : Design is a social process, and Testing is a tool for change
5. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 5 ü  Easy to use ü  Efficient ü  Attractive ü  Productive ü  Generate Clicks ü  Convincing UX, Usability, Software Ergonomics … ? (according to us) Make digital user interfaces more efficient, for Users and for Businesses. Website Apps Smart TV Software Credit Photo: AP User Interfaces that Work ?
6. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 6 ROI of User Experience - Some Facts & Figures Source : Flickr Sources : UX 101, Nielsen Norman Group 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Quittent le site à cause d'une mauvaise expérience Des acheteurs parlent de leur mauvaise expérience On dépense 10% en budget pour gagner 83% en KPI 68% 44% 10% 83%
7. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 7 Rising awareness regarding the importance of User Experience
8. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 8 Sources : www.userexperience.co.nz … even if it’s not always easy to convince clients to do good UX
9. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 9 Meet real users
10. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 10 WHATCH PEOPLE USE THE SOFTWARE ü  Interviews ü  Actual use ü  Tasks oriented ü  5 – 20 people
11. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 11 Discover usability problems Assess the « quality » of one or more interfaces (incl. measures) Formative Tests Summative Tests Vs. ?
12. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 12 WHEN TO DO USER TESTS ? Define what to improve Test iteratively Compare 2 designs Assess the quality of UX Old design New design
13. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 13 Guerilla À distance, non modéré À distance, modéré En Lab Desktop, Mobile / Responsive Apps (Smartphone) Intranet/App. Enterprise/App. Industrielle Sélection des profils participants Participants distribués géographiquement Sessions dans plusieurs langues Adapté à des tests fréquents, itératifs Données qualitatives riches sur les comportements et attentes Sessions Limitées Pas de modérateur Nombre de participants (typiquement) < 10 Non limité 8 – 16 8 - 16 Durée de chaque session < 20 minutes (3-5 tâches) 20 minutes (* 5 tâches) 45min – 1h15 (* 15 tâches) 45min – 1h15 (* 15 tâches) Données quantitatives, échantillon réduit (8 - 12) Données quantitatives, échantillon large Rapport, Vidéos Minimal Pas de vidéos Observer les sessions en temps réel Debriefing en temps réel avec les clients pendant les sessions Mode d’intervention - Wireframing - UX Coaching - Combi. Lab - UX Coaching Stand alone Stand alone
14. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 14 MYTH : YOU ARE LIKE YOUR USERS Source : Flickr
15. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 15 Source : sandrinedet.wordpress.com MYTH : IF YOU ARE AN EXPERT, YOU DON’T NEED TO TEST
16. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 16 PERFORMANCE 0 10 20 30 40 50 60 70 80 90 100 SUS Score 49 Non acceptable Marginal Acceptable Pauvre OK Bien Excellent (score, avec marge d’erreur, 95% confiance) SCORE 6   10   2   3   4   9   11   12   5   1   7   8   S   N/A   F   S   F   N/A   S   F   N/A   N/A   F   N/A   S   S   S   S   S   S   S   S   S   S   S   S   F   F   F   F   F   F   F   F   F   S   S   S   S   F   S   S   S   F   S   S   F   S   S   S   F   F   F   F   F   F   F   S   S   S   F   S   S   S   S   S   S   S   S   S   S   S   S   S   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   S   N/A   N/A   F   F   F   F   F   F   F   S   S   S   S   S   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   S   S   S   S   S   S   S   S   S   S   S   S   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   N/A   F   F   S   F   F   F   S   S   S   S   S   F   F   S   S   S   S   F   F   F   S   F   S   S   F   S   S   S   S   S   S   S   N/A   S   S   S   S   F   F   F   F   S   S   F   F   S   S   S   F   F   F   F   N/A   N/A   F   F   N/A   F   S   S   # tâche # participant MEASURE THE USER EXPERIENCE
17. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 17 1.00 2.00 3.00 4.00 5.00 6.00 7.00 DIFFICULTY -3 -2 -1 0 1 2 3 QH-I QH-S ATT QP ATTRACTIVENESS MEASURE THE USER EXPERIENCE
18. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 18 Source : Flickr ü  Meet real users ü  Test and observe their behaviour ü  Don’t just listen to what they say
19. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 19 Tests Utilisateurs ≠ Focus Groups Source : A. Colville, « Cheval et Train » WHY YOU NEED TO TEST, NOT JUST ASK WHAT THEY WANT
20. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 20 WHY YOU NEED TO OBSERVE, NOT JUST ASK WHAT THEY THINK
21. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 21 ü  Make the users real ü  Show HCD in practice, don’t tell ü  Convince with facts, not opinions ü  Agree on what needs to be done MAKE CHANGE HAPPEN THROUGH TESTING
22. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 22 MERCI ! USERVALUE Y-Parc Rue Galilée 7 1400 Yverdon tel. +41 24 552 04 00 julien.roland@uservalue.ch