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MaGIC Academy - Find Out Why Users Are Leaving

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Workshop Details :
Usability Testing is the cornerstone of UX. It allows companies to collect data on how real people actually use their site or app, understand why people are leaving the website or not engaging with the mobile app. More importantly, using testing to find out what are the showstoppers in your design early on. This workshop is presented by Alvin Chai of Netizen Testing.

Takeaway:
- To understand why the website and mobile app users are
leaving
- To find the showstoppers in your design
- To learn how to effectively detect bad UX design

Website : www.mymagic.my
Facebook : https://www.facebook.com/magic.cyberjaya
Twitter : https://twitter.com/magiccyberjaya
Youtube : http://goo.gl/cb1z2d
SlideShare : http://slidesha.re/1BfSncP
Email : enquiries@mymagic.my

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MaGIC Academy - Find Out Why Users Are Leaving

  1. 1. Find out why your users are leaving Alvin Chai, Netizen Testing
  2. 2. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 2 Topics To Be Covered Today 1. Introduction 2. Tool: Usability Testing 3. Case Studies 4. How to Prepare Test Plan 5. Conducting a User Test
  3. 3. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 3 Website Traffic Analytics
  4. 4. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 4 Why Are Users Not Converting?
  5. 5. Difference Between Testing Methods? Quantitative Qualitative Google Analytics (Traffic & Conversion Event Tracking) Usability Testing (UX Testing)
  6. 6. Usability Testing • A method by which users are asked to perform certain tasks in an effort to measure the product’s user friendliness, task time, and how user feel about the usage experience. • Think Aloud
  7. 7. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 7 In-Person Testing 2 Ways of Usability Testing Remote Testing (online user testing)
  8. 8. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 8 1. Set up test questions 2. Look for participants 3. Arrange time to come in and availability of user and facilitator 4. Wait for everyone to finish 5. Collect test results 6. Analyse test results 7. Reporting Conventional In Person Testing Cycle 3-4 weeks
  9. 9. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 9 (ii) Online Testing Cycle 1. Test Instruction 2. Testing with Users 3. Research & Analysis 1 week
  10. 10. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 10 What can be tested?
  11. 11. What can be tested? • Prototype Testing • Product Testing • Competitor Testing • A/B Testing • PPC, Marketing Campaign Landing Page • E-Commerce Checkout Process
  12. 12. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 12 Prototype Testing
  13. 13. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 13 Invisionapp.com Prototype Testing
  14. 14. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 14 POP APP – Clickable Mobile Prototype
  15. 15. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 15 Testing on Competitors Source: agoda.com; expedia.com.sg
  16. 16. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 16 Some Case Study…
  17. 17. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 17 navigationsearch product details add to cart checkout payment credibility
  18. 18. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 18 • For videos seen during the workshop, you can visit http://blog.netizentesting.com/category/e- commerce/ Video Illustration
  19. 19. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 19 Navigation Menu Source: http://luvclo.com/
  20. 20. Source credits: http://eshop.tesco.com.my/ Add to Cart
  21. 21. Source credits: http://eshop.tesco.com.my/ Add to Cart
  22. 22. Save for Later
  23. 23. Payment Intimate Pay Pay the bill for your love ones Alipay.com (i.e. paypal, ipay88 of china) Source credits: Alipay app
  24. 24. Pay for love ones Pay for my love Pay for my child Source credits: Alipay app
  25. 25. Checkout Lufthansa Mobile Website Malaysian vs German Users 2014 Source credits: Lufthansa website
  26. 26. The Devil is in the detail
  27. 27. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 27 How to write a test plan?
  28. 28. Test Plan 1. Task oriented Source credits: airasia.com
  29. 29. Test Plan 2. Non-leading questions Non-leading: Try to buy plane tickets for your family vacation. Leading: Press the red button and then click the 1st top left button with a airplane icon…
  30. 30. In Person Test Session 1. Tester 2. Moderator 3. Observer O T M
  31. 31. Tester 1. Think Aloud 2. Be 1000% Honest 3. It not testing your IQ 4. Give Suggestion 5. Say What You Like / Don’t Like
  32. 32. Moderator 1. Tour guide 2. Interrupt only when necessary 3. Don’t answer questions for tester 4. Questions starting with “What” or “How” if tester becomes quiet (e.g. What are you thinking, how do you feel about…?)
  33. 33. Observer 1. Watch 2. Listen 3. Take notes
  34. 34. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 34 1. If you want a great product, you have got to test. 2. Testing is a repeating process. 3. Testing with 1 user is better than none. 4. Testing with 1 user is better than testing with 100 users near the end. 5. Testing insights will allow you to make better decision. Facts to Remember
  35. 35. 1billion websites 3billion users 2.5million apps and still increasing.. The Internet now..
  36. 36. All the best in your UX journey QUANTITATIVE DATA Analytic Tools QUALITATIVE DATA Usability Testing, Interviews LinkedIn: alvin@netizentesting.com UX Before Marketing
  37. 37. Copyright © 2014 Netizen Testing Sdn. Bhd. All rights reserved. This document is for internal use only and is not to be released to industry organisations, the media or any third parties without prior written consent from Netizen Testing Sdn. Bhd. 37 List of list of UI design patterns http://ui-patterns.com/ http://www.lovelyui.com/ http://www.uiparade.com/ http://www.smileycat.com/design_elements/ http://patterntap.com/ Specifically for mobile Android http://www.mobile-patterns.com/ http://androidux.com/ http://www.androidpatterns.com/ iOS http://inspired-ui.com/ http://www.pttrns.com/ Additional Resources for UI designs
  38. 38. All the best in your UX journey LinkedIn: alvin@netizentesting.com
  39. 39. Source Credits • http://www.engadget.com/2014/11/25/3-billion-internet-users/ • http://www.techtimes.com/articles/15813/20140917/one-billion-websites-on-the-internet.htm • http://thewebsitestore.net/six-common-e-commerce-site-mistakes/ • https://unsplash.com/

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