Teams are often sensitive to issues that users encounter while using their product. While they may do a round of usability testing and have a range of findings there are a couple of questions that arise.
Which issue is critical for my user, my business ?
Which issues should i spend my team’s time and effort on, given a sprint timeframe ?
- Behaviour that prevents task completion
- Behaviours that take users off course
- Frustration expressed by employees
- Missing out on intended targets
- Feeling of completion when it is not
- Performing an action that is away from task success
- Misinterpreting some piece of content
- Choosing wrong links
Identify the real issues
While testing it is often the case when only one participant out of 10 may face a particular issue. Before giving in to the itch to solve, do check:
- If the issue encountered happened more than once, is it likely to repeat
- How critical is it to solve this problem, does it impact business ? Is it valuable to users ?
- Were the participants decision making, reasoning and behaviour logical ? If he can’t explain what he did it is most likely an off case.
Look out for these
- Verbal expressions of frustration, confusion or surprise
- Indecision expressed
- Not saying or doing something that they should have done or said
- Non-verbal behaviours like eye movements, facial expressions
Consult your UX team on
- Planning the user test, keeping a check on what to look out for
- While the best results are from in-person observations even automated tests can be analyzed for issues
- Issues must be given severity based on frequency, impact on business and performance
- Analyzing your findings based on frequency of issues or categories of issues
- Prioritising your findings so you can tackle critical issues first
There are numerous, quick and easy ways to identify usability issues in a product. Having a great UX partner will help you effectively plan, observe and get the best out of each usability test.