Getting Started

with Social Usability Testing

Sarah Kahn / Sr. UX Designer at Deutsche Bank / Girl Develop It / @aarahkahak

Lean UX

  • Test.
  • Design.
  • Test.
  • Implement.
  • Repeat.

Usability Testing

It's the process of putting your product in front of a real person and trying to learn from them using it.

Tick, tock.

Part of this process is dependent only our team. But an important part is not.

Transparency vs. Customer Burnout

Everyone, even the most enthusiastic customers, will get tired of being asked questions every week.

A cautionary tale

Happy customer! Sad customer.

Don't make people tag your messages as spam.

With great power, comes great responsibility.

The time of your volunteer testers is a most precious resource, so don’t abuse it.

Use the right tester at the right time.

Direct access to people who are interested.

 

How to do it.

Test Type 1: Testing to Solve a Particular Problem.

Do

  • Keep it short.
  • Have one or two specific metrics you're trying to test.
  • Have a clear idea of what an answer looks like.

Do not

  • Send out nebulous problems or vaguely worded questions. This isn’t the right way to suss out the answers to the big problems.

Social Media as an Open Feedback Channel.

Like regular metrics, but more interactive.

Workflow.

Decisions to make.

  • Which social media channel will be best for this test?
  • Which tool is best suited to this test?
  • How long will you wait for responses before you switch to an alternate plan?

While it's running, look out for problems.

  • Confusion around the tool or software you're using to conduct the test.
  • Be prepared for bug reports or Support-team actionable requests.

The Aftermath.

  • Make sure stakeholders get to see how it went.
  • Keep in mind that you've opened a door, implement a process to deal with this new channel of feedback.
  • Ensure that any conversations begun via the test are continued to a resolution.

Let's Review.

  1. Define a problem.
  2. Phrase the question.
  3. Define your audience.
  4. Choose your weapon.
  5. Send it out there!
  6. Follow up.

Go forth and test!

Questions?

Getting Started

with Social Usability Testing

Sarah Kahn / Sr. UX Designer at Deutsche Bank / Girl Develop It / @aarahkahak