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USER FEEDBACK DRUPAL WEBSITE

with

Improving your

? 1 When should I test?

How do I get started?

What options are available?

What mistakes should I avoid?

What if I want to learn more?

234 5

Lynn Winter Director of Projects, Gorton Studios

@lynnwintermn

[email protected]

winterlynn

IF YOU BUILD – WILL THEY COME?

2:05

1 When should I test?

Complex or high risk functionality

Unknown audience

Launching a new product

Portion of project requirements are unfamiliar to you

1 WHEN TO TEST

Member driven organization

Need proof for management

Conversation rate makes or breaks you

Need to backup your expertise

1 WHEN TO TEST

2 How do I get started?

Identify the goal of testing

Determine your available budget

Determine the amount of time you can spend

Isolate who your users are & how you will find them

2 INITIAL STEPS

Appoint your user testing lead

Determine where the testing will take place

Discuss how feedback will be gathered, reported, & implemented

Discuss testing options

2 INITIAL STEPS

3 What options are available?

User Surveys

Stakeholder Interviews

Card Sorting

Tree Testing

Usability Testing

3 SELECT METHODS

01 USER SURVEY Ask questions to gather user feedback and ideas

USER SURVEY – When to Use Need help generating ideas

Unsure of user demographics

Your have a member-based audience that drives your decisions

USER SURVEY – Pros | Cons

Can quickly create, post, & gather feedback

Able to reach a large pool of users

Great way to recruit users for future testing

PROS Analysis can take too much time

Accuracy of data can be suspect

Results will not give any insight into user behavior

CONS

USER SURVEY – Cost | Time | Tools Cost: $0 - $200

Timeline: 2 - 3 weeks

Tools:

01 STAKEHOLDER INTERVIEWS Contextual discussions with internal and external stakeholders

INTERVIEWS – When to Use Know very little about the topic

Have a task drive website

Internal users are a high priority

Able to piggyback on an upcoming event

INTERVIEWS– Pros | Cons

Get out your space and into another’s

Opportunity to learn more about your client & their business

Identify workarounds and quick links

PROS Perspective limited to a few users

Internal stakeholders may take over process

Traveling to multiple locations adds time to the schedule

CONS

INTERVIEWS – Cost | Time | Tools Cost: Mileage - $0.56/mile, Food - $30+

Timeline: 2 – 4 weeks

Tools: ???

01 CARD SORTING

Observing how users group information together

CARD SORTING Observing how users group information together

CARD SORTING – When to Use

Overhauling the current grouping of content

Labeling is a concern

Content duplicated in multiple areas

CARD SORTING – Pros | Cons

Non-obvious weak points exposed

Allows you to identify labeling issues

Good group task to wrap heads around size of site

PROS Simply a guide; not a structure

Large data sets are overwhelming

Specialized content is difficult to unfamiliar users

CONS

CARD SORTING – Cost | Time | Tools Cost: $0 - $109+

Timeline: 1 day – 3 weeks

Tools:

01 TREE TESTING Users search through a site skeleton to complete a task

TREE TESTING– When to Use Validate your new structure – find ability of items and group

Continue to address label concerns

Allows you to focus on specific areas that are an internal hot button

TREE TESTING – Pros | Cons

Able to iterate and fine tune quickly

Able to test how long it takes users to find content

Gives stakeholders a visual way to find holes

PROS Can only test large sites in pieces

Can’t test cross-linking, search, and design impact

CONS

TREE TESTING – Cost | Time | Tools Cost: $0 - $109+

Timeline: 2 weeks – 4 weeks

Tools:

01 CLICK TEST Tracks the first place a user would click to complete a task

Research has shown that when users’ first click down the right path,

87% eventually succeed.

‘’

‘’

When they click down an incorrect path, only

46% eventually succeed

‘’

‘’ Jeff Sauro Measuring Usability

CLICK TESTING – When to Use Have questions about the new layout, structure, or functionality

Analytics show that certain existing pages are failing but you don’t know why

Conversation rate is critical to the bottom line

CLICK TESTING – Pros | Cons

Able to work out kinks before build

Large user sample sizes possible

No Observer Effect – they don’t know you are watching!

PROS Don’t know ‘why’ they clicked

Click testing doesn’t who eye movement

CONS

Can’t control motivations when watching the live site

CLICK TESTING – Cost | Time | Tools Cost: $0 - $200+

Timeline: 2 weeks – 3 weeks

Tools:

01 USABILITY TEST Observe users complete tasks with a specific tool

USABILITY TEST – When to Use At the start of you next project

Confused about why a section is not performing well.

Test iterations of complicated or forward thinking functionality

Ready to test content

USABILITY TESTING – Pros | Cons

Need only a few good people for good results

Clients can join the observation

Remote services help you to reach a large, diverse group fast

PROS Testing and analysis may be time consuming

Lab setting is expensive

CONS

Extends timeline right out of the gate.

USABILITY TESTING – Cost | Time Cost: Usability Lab - $15,000 to $25,000

Timeline: 3 weeks – 8 weeks

Recruiting & Screening - $2000

Online Services - $40 - $70 / user

USABILITY TESTING – Tools

4 What mistakes should I avoid?

No substitute for in-person observation

A clear purpose is required for clear results

Building websites is on-going – so is testing

Analytics should guide your questions

4 LESSONS LEARNED

Testing will not make your decisions

Leave the analysis up to the experts

Don’t make it too complicated, any feedback is useful

4 LESSONS LEARNED

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5 What if I want to learn more?

? ‘s Images: Markus Spiske / raumrot.com / CC-BY

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