CHAPTER 8

USER TESTING

Introduction
In Design Thinking, the testing stage is where the solution gets tested by users in
their real-life setting. During testing the ultimate user experiences the prototype without
explicit guidance. For the design thinker it is a time to observe how users react to a
product, and listen to their feedback on different aspects.

Learning Outcomes/Objectives

After the completion of this chapter, the student must be able to;

1. Conduct user testing of the prototype created; and

2. Gather feedbacks from users.

Learning Content/Topic

Testing is the fifth stage in the Design Thinking process—and a crucial component
of product development.
Testing is, quite simply, the process of testing your prototype on real users. During
the test phase, you’ll see how your target users interact with your prototype, and gather
valuable feedback. You’ll learn where your prototype succeeds and where it needs to be
improved. The insights gathered during the testing phase will enable you to iterate on
your prototype.
Together, prototyping and testing add huge value to the design process. Not only
does user testing help you to remain user-centric; it also makes good business sense. By
testing your ideas early and often, you are able to identify design flaws and usability
issues before you take the product to market. This has countless benefits for you, the
user, and the business!

So why conduct user testing?

• User testing saves time and money: By catching errors and usability issues
early on, you ensure that the product you eventually launch is the most bug-free,
user-friendly product it can be. What happens if you skip the testing phase in
favor of getting the product developed as soon as possible? You’ll spend
considerable time and money correcting the product post-launch. Not only is this
frustrating—it’s also bad for the bottom line.

• User testing reveals unexpected insights: No matter how thorough your

initial user research was, or how convinced you are that you’ve designed the
optimal solution to your user’s problem, there are always new insights to be
uncovered. Seeing real users interact with an early version of your product will
 highlight issues that you would not have anticipated otherwise.

• User testing improves user satisfaction: Design Thinking is all about putting
the user first. By gathering first-hand user feedback, you can make informed
design decisions—improving user satisfaction in the long run. As a designer,
prototyping and testing will keep you focused on the user at all times. Of course,
satisfied customers are good for business, too!

When should you carry out user testing?

You’d be forgiven for thinking that user testing belongs right at the end of the
design process, just before you’re getting ready to launch. However, user testing should
actually be incorporated throughout. Be sure to test early and often!

In the early stages of the process, testing will help you to get feedback on your
initial ideas. At this point, you’ll use low-fidelity prototypes—such as a very basic paper
model—to test out a concept.

As your design starts to take shape, you’ll move onto digital prototypes. Low and
mid-fidelity clickable prototypes can be used to test things like layout and information
architecture, without distracting the user with too many visuals.

Towards the end of the process, you’ll seek to fine-tune the details of your design.
You’ll test the overall usability of the product with high-fidelity, fully functional digital
prototypes that look and behave just like the real thing.

Now we’ve covered the what, why, and when of user testing, let’s consider the how.

User testing methods

There are different methods and techniques you can use to test your prototypes.
User tests can be conducted in-person or remote, and they may be moderated or
unmoderated. Before we delve into specific user testing methods, let’s consider these
differences.

Remote vs. in-person user testing

During in-person testing, you’ll be in the same room as the user while they test
your prototype. This has several advantages. Not only are you able to control the testing
environment and keep distractions to a minimum; you can also directly observe the user.
You are privy to facial expressions, body language, and any verbal commentary the user
makes as they interact with the product—giving you valuable, first-hand insight into their
experience. However, in-person testing can be expensive and time-consuming.

Remote user testing offers a less expensive, more convenient alternative, but you’ll
have little to no control over the user’s testing environment. If you’re testing a digital
prototype, you can conduct moderated or unmoderated remote user tests. Let’s explore
each of these options now.

Moderated vs. unmoderated user testing

Moderated remote user testing is a good middle ground between in-person tests
and completely unmoderated remote tests. Live remote testing allows you to observe
your users over a video call, for example. You can use a screen recording app to capture
the test, and certain programs will also track and highlight where the user clicks in your
digital prototype.

Unmoderated tests can be conducted via user testing platforms such

as UserZoom, loop11, and usertesting.com. If you’re short on time, such tools make it
easy to conduct user tests quickly and with minimal effort. However, you won’t have the
opportunity to observe the users or ask them questions.

Whether you choose to conduct in-person or remote user tests all depends on your
budget, time constraints, and the prototype you’re testing. Paper prototypes are best
tested in person, while digital prototypes can be tested both remotely and in-person.

What are some of the most common user testing methods used in Design
Thinking?

So what methods can you use to test your prototypes?

Here are five of the most popular user testing techniques used by UX designers and
design thinkers!
1. Concept testing

In the very early stages of the design process, you’ll want to test out your initial
concepts before actually designing them. Low-fidelity prototypes—a simple sketch, or
even static images—can be used to communicate your idea to your target users. You’ll
then interview your users to gauge how they feel about the concept. Is it a product or
feature they’d be interested in using? Does it have the potential to solve the user’s
problem? You can learn more about the value of concept testing in UX design here.

2. A/B testing

A/B testing is used to compare two different versions of a design. This method can
be used at any stage of the design process, whether you have paper prototypes or fully
clickable digital ones. In A/B testing, you’ll create two different prototypes and test each
version on a different set of users. You might test two different layouts, for example, or
different copy for a certain CTA button on a certain screen. It’s important to only A/B test
one variable at a time so as not to skew the results. You’ll find a complete guide to A/B
testing on prototypes here.

3. Usability testing

A crucial user testing method that should be used repeatedly throughout the design
process, usability testing shows you how easy your design is to use. Usability testing is
usually an observational exercise: you’ll ask your users to complete certain tasks, and
observe them as they do so. Throughout the test, you’ll see which aspects of the design
caused problems for the user, as well as which aspects appear to be user-friendly. In
doing so, you’ll identify usability issues which you’ll seek to fix in the next iteration of your
prototype. You can learn more about how to conduct usability testing in this step-by-step
guide.

4. First-click testing

When designing an app or a website, you want to make sure that the user takes
the intended action whenever they land on a certain page or screen. First-click testing
shows you what your users first steps are when they encounter an interface; in other
words, where do they click first? This helps you to determine which visual elements and
content should take priority, where buttons, icons, and menu items should be located, as
well as the kind of language you should use for buttons and labels. First-click testing can
be conducted using both low and high-fidelity prototypes. You’ll find a comprehensive
guide to first-click testing here.

5. Tree testing

Once you’ve come up with the information architecture of your digital product, you
can use tree testing to see how user-friendly it really is. You’ll present the user with a
“tree” of information—representative of how your site menus would be laid out—and ask
them to find specific items. If users struggle to locate certain information, you’ll need to
rethink your information architecture. Tree testing is often conducted as a remote,
unmoderated study, but it can also be done in person using paper prototypes. The Nielsen
Norman Group has put together an extensive guide to tree testing here.

How to conduct user testing: A step-by-step guide

Now you’re familiar with some common user testing methods, let’s get down to the
logistics. When it comes to running user tests, there are certain steps you need to follow—
regardless of your chosen method:

1. Set an objective: The very first thing you’ll need to do is set a clear objective.
What do you want to learn from your user tests? What question do you hope to
answer? Setting a clear objective will help you to build the right kind of prototype
and choose the most appropriate user testing method. For example: If you’re
designing an ecommerce app, your objective might be to test how easy it is for
your users to add an item to their wishlist.

2. Build your prototype: You know what you want to test; now it’s time to build
your prototype. If you’re in the very early stages of testing an idea, you’ll stick to
low-fidelity prototypes. Once you’ve decided on a concept, you’ll want to test the
finer details, such as information architecture or microcopy, using mid and high-
fidelity prototypes.

3. Create a plan: For the sake of consistency, it’s important to create a plan for
your user testing session. Your plan should include your objective or question;
the method you intend to use to test your prototype; the number of users you’ll
test on; a list of all the equipment you’ll need; and how you’ll document and
measure your findings. Depending on your chosen method, you may also want to
 create a script in order to keep the session focused.

4. Recruit participants: Another crucial aspect of user testing is recruiting the right
participants. You want to test on users who represent your target audience, so
spend a bit of time identifying some key criteria. If you’re designing an over-50s
dating app, for example, it wouldn’t make sense to run user tests with a group of
18 year-olds.

5. Gather all the necessary equipment: Having recruited your participants, you’re
ready to get the session underway. Refer back to your plan and make sure
you’ve got everything you need to conduct the tests: screen recording software if
you’re conducting remote testing, pens and paper for taking notes, and, of
course, your prototype!

6. Document your findings: Throughout each user test, be sure to document your
findings. You’ll need a thorough record of each test in order to analyze your
observations and compare the results of each session.

Teaching and Learning Activities

Discussion
Research
Group Activities

Flexible Teaching Learning Modality (FTLM) adapted

Video Conferencing/Google classroom

Assessment Task
Review Question:
1. What is user testing in the Design Thinking process?
2. Why is there a need to conduct user testing?
3. What are the different methods that can be used in conducting user testing?

References:
https://careerfoundry.com/en/blog/ux-design/user-testing-design-thinking/