Balancing Brand and Usability for Ecommerce Experiences: How to Delight Your Customers
at Design Leadership 2022
Type
talk
People
Steve Baty
Methods
Usability TestingUsability testing reveals where people struggle while attempting realistic tasks with a prototype or service. In a moderated session, a researcher observes the participant and may ask them to explain their thinking. Use it to investigate confusing language, layouts or interactions and identify improvements. Agree research questions, recruit likely users and prepare believable tasks that do not reveal the solution. Explain that the service is being tested, then mostly watch and listen rather than guiding participants. Record observations and follow up on unclear behaviour. Plan accessible sessions, including participants’ own assistive technology when appropriate.