This document discusses the importance of user experience (UX) testing. It notes that UX testing benefits both users and businesses, as designs that improve the user experience can lead to increased customer satisfaction, loyalty and sales. The document provides an overview of different UX testing methods, such as guerrilla testing, remote testing and in-lab testing. It emphasizes the importance of observing real users using an interface and conducting iterative tests to improve the design. The goal of UX testing is to optimize digital interfaces to make them more efficient for both users and businesses.

1. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 1
Julien Roland, Managing Partner @ Uservalue
HOW and WHY you need to do UX Testing

2. © 2015 USERVALUE | WE OPTIMIZE YOUR CUSTOMER EXPERIENCE I 2
Julien
Dorit

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1000+
hours of user tests and interviews
100+
user interfaces optimized
29
international partners
15+
years of experience
3
languages
Key facts about us

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4key messages about UX Testing
#1 : Good for Users … but also good for Businesses
#2 : No UX without Users : Test … and more Tests
#3 : It’s possible to measure UX … and you should do it
#4 : Design is a social process, and Testing is a tool for change

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ü Easy to use
ü Efficient
ü Attractive
ü Productive
ü Generate Clicks
ü Convincing
UX, Usability, Software
Ergonomics … ?
(according to us) Make digital
user interfaces more
efficient, for Users
and for Businesses.
Website
Apps
Smart TV
Software
Credit Photo: AP
User Interfaces that Work ?

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ROI of User Experience
- Some Facts & Figures
Source : Flickr
Sources:UX101,NielsenNormanGroup
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Quittent le site à cause
d'une mauvaise
expérience
Des acheteurs parlent de
leur mauvaise
expérience
On dépense 10% en
budget pour gagner 83%
en KPI
68%
44%
10%
83%

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Rising awareness regarding the
importance of User Experience

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Sources : www.userexperience.co.nz
… even if it’s not always easy to
convince clients to do good UX

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Meet real users

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WHATCH PEOPLE USE THE SOFTWARE
ü Interviews
ü Actual use
ü Tasks oriented
ü 5 – 20 people

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Discover usability
problems
Assess the « quality » of
one or more interfaces
(incl. measures)
Formative Tests
Summative Tests
Vs.
?

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WHEN TO DO USER TESTS ?
Define
what to
improve
Test
iteratively
Compare
2 designs
Assess the
quality of UX
Old design
New design

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Guerilla À distance,
non modéré
À distance,
modéré
En Lab
Desktop, Mobile / Responsive
Apps (Smartphone)
Intranet/App. Enterprise/App. Industrielle
Sélection des profils participants
Participants distribués géographiquement
Sessions dans plusieurs langues
Adapté à des tests fréquents, itératifs
Données qualitatives riches sur les comportements
et attentes
Sessions
Limitées
Pas de
modérateur
Nombre de participants (typiquement) < 10 Non limité 8 – 16 8 - 16
Durée de chaque session < 20 minutes
(3-5 tâches)
20 minutes
(* 5 tâches)
45min – 1h15
(* 15 tâches)
45min – 1h15
(* 15 tâches)
Données quantitatives, échantillon réduit (8 - 12)
Données quantitatives, échantillon large
Rapport, Vidéos Minimal Pas de vidéos
Observer les sessions en temps réel
Debriefing en temps réel avec les clients pendant les
sessions
Mode d’intervention - Wireframing
- UX Coaching
- Combi. Lab
- UX Coaching
Stand alone Stand alone

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MYTH : YOU ARE LIKE YOUR USERS
Source : Flickr

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Source : sandrinedet.wordpress.com
MYTH : IF YOU ARE AN EXPERT, YOU DON’T NEED TO TEST

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PERFORMANCE
0
10
20
30
40
50
60
70
80
90
100
SUS Score
49
Non acceptable
Marginal
Acceptable
Pauvre
OK
Bien
Excellent
(score, avec marge d’erreur, 95% confiance)
SCORE
6
10
2
3
4
9
11
12
5
1
7
8
S
N/A
F
S
F
N/A
S
F
N/A
N/A
F
N/A
S
S
S
S
S
S
S
S
S
S
S
S
F
F
F
F
F
F
F
F
F
S
S
S
S
F
S
S
S
F
S
S
F
S
S
S
F
F
F
F
F
F
F
S
S
S
F
S
S
S
S
S
S
S
S
S
S
S
S
S
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
S
N/A
N/A
F
F
F
F
F
F
F
S
S
S
S
S
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
S
S
S
S
S
S
S
S
S
S
S
S
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
F
F
S
F
F
F
S
S
S
S
S
F
F
S
S
S
S
F
F
F
S
F
S
S
F
S
S
S
S
S
S
S
N/A
S
S
S
S
F
F
F
F
S
S
F
F
S
S
S
F
F
F
F
N/A
N/A
F
F
N/A
F
S
S
#tâche
# participant
MEASURE THE USER EXPERIENCE

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1.00
2.00
3.00
4.00
5.00
6.00
7.00
DIFFICULTY
-3
-2
-1
0
1
2
3
QH-I QH-S ATTQP
ATTRACTIVENESS
MEASURE THE USER EXPERIENCE

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Source : Flickr
ü Meet real users
ü Test and observe their behaviour
ü Don’t just listen to what they say

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Tests Utilisateurs
≠
Focus Groups
Source : A. Colville, « Cheval et Train »
WHY YOU NEED TO TEST,
NOT JUST ASK WHAT THEY WANT

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WHY YOU NEED TO OBSERVE,
NOT JUST ASK WHAT THEY THINK

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ü Make the users real
ü Show HCD in practice, don’t tell
ü Convince with facts, not opinions
ü Agree on what needs to be done
MAKE CHANGE HAPPEN THROUGH TESTING

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MERCI !
USERVALUE
Y-Parc
Rue Galilée 7
1400 Yverdon
tel. +41 24 552 04 00
julien.roland@uservalue.ch