LISTENING TO USERS
Usability testing seeks to provide insight on the following five components:
-Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design?
-Efficiency: How fast can novice and experienced users accomplish tasks?
-Memorability: When users return to the design after a period of not using it, does the user remember enough or does the user have to start over again?
-Errors: How many errors do users make, how severe are these errors and how easily can they recover from the errors?
-Satisfaction: How much does the user like, or are delighted, by using the system?
When conducting usability testing Users are often asked to complete tasks, typically while they are being observed by a researcher, to see where they encounter problems and experience confusion. If more people encounter similar problems, recommendations will be made to overcome these usability issues. Before a new product is released, exploratory usability testing can establish what content and functionality a new product should include to meet the needs of its users.
I was the lead designer on Project to counter a decline in customer satisfaction and improve market entry results. The aim was to identify and address usability issues in the PURE Jongo wireless multi-room speaker product and Pure Connect music service. Through insight and gap analysis I identified that the hardware setup process required a more seamless experience when first connecting the wireless speaker to a users home WiFi network. The prototype was tested with targeted users. Each participant was asked some general questions regarding music listening behavior and preferences and then asked to go through the hardware setup process and first time use with the new setup approach and mock-up user guide and prototype App running on either iOS or Android device (depending on their preference). They were also asked to complete a card sorting exercise to provide feedback on improved App navigation & IA. The sessions were video recorded and included a facilitator and note-taker. At the end of each session a review of the observational issues was conducted and if necessary changes were made to the prototype to implement fixes to key issues. The project lead to significant improvements in customer satisfaction, lower support calls, and product returns.