User tests
User testing involves conducting a series of structured interviews where you have representative users perform typical tasks on the website. This might include finding specific information or signing up for an event. The user is asked to think aloud while completing the tasks. You sit beside them, noting what the user does and says. You may be surprised by the amount of useful feedback you receive, often highlighting issues that can be easily addressed, such as adding a quick link on the homepage, renaming a menu item, or adjusting the placement of a button.
In many cases, testing with just 5 users is sufficient to uncover the major issues. If you only have the time and resources for two testers, it’s still better than none.
Finding users
In user tests, it’s crucial to find participants who are representative of the target audience. This often means that your close colleagues may not be the best candidates. They likely know too much about the subject or are too familiar with the website to represent a user who uses it only occasionally.
If students are your target audience, we have found that setting up in university cafeterias and making appointments there works well. Many students are willing to allocate 30 minutes one or two days later when they know their feedback could help improve a tool they also need. If the student has time, why not conduct the user test immediately once contact has been established?
External target groups can be a bit harder to reach. Consider if there are colleagues who can help you get names of people to contact. For prospective students, academic advisors might be able to assist. There may also be Facebook groups or similar where you can post a request. In some cases, conducting user tests with people from your personal network can also be effective. Always keep in mind whether the individuals you test with are representative of the target audience.
Design of the questionnaire
The best user tests are based on a well-designed questionnaire. This means a set of questions that you expect will provide insights into how the website is used and potentially reveal some problem areas.
You can view a template with a series of example questions here
It’s a good idea to test the questionnaire in advance by conducting a quick user test with a colleague. Even though they may not be representative, you might discover some questions where the answers suggest there could be misunderstandings, and you may not get the data you need.
Your role as an interviewer
When conducting your user test, it's important to be aware of your role in the process. Aim to remain as neutral as possible. Avoid asking leading questions that might put words in the participant’s mouth or give the impression that you’re seeking a specific answer. The user should feel that all responses are equally valuable because our goal is to understand their experience with the site. If the user struggles with a task, do not assist them, but rather note that the task couldn’t be completed—this likely indicates an area on your website that needs improvement. Remember, in the real world, users won’t have someone to help them.
It can be challenging not to interfere with the test or to start explaining why the site is designed the way it is, especially if you are very familiar with it and have invested a lot of time in it. However, try to resist this urge. Be conscious of your role and your impact on the participant, and focus on listening to what they say. And remember, practice makes perfect!
