Usability Testing Challenges

Usability Testing is one of the key ways to assess the value of the product to the customer, thus an important component of gauging the quality of the product. As much as it is valuable, there are some challenges in accomplishing a successful usability testing effort. In this blog, we will look at Usability Testing challenges and how to address them.

Understanding of product objectives

We would think we know the customers’ objectives well, but more often than not, we don’t. This is especially challenging in B2C environments. While the point of conducting the usability testing is to assess how the customer would use the product, there needs to be solid ground rules of what the customers can expect from the product. If the product is about used by millions of users, it would not be easy to cater to each and every need, thus it is important to come up with the key objectives of the product. This is a chicken-and-egg problem because as you would find out during the usability testing, you might have missed some key things that should have been covered by the product at the first place. Thus, it is a learning experience, but yes, we got to start somewhere with a set, take feedback that are key to the product, and make them part of the product objectives.

Miscommunication in obtaining feedback

While usability testing would tend to give first-hand feedback about users’ expectations, capturing them precisely could be a challenge. Writing down the expectations may not be sufficient. Capturing the recording of usability testing sessions and analyzing them carefully is very useful, but again, there could be gaps in understanding here too. Verbal and non-verbal communication should be carefully paid attention to, but it is not sufficient. It would be useful to summarize the understanding by the Product Owner / Manager in their own words and asking feedback if their understanding of the expectations is correct. Once a prototype of the expectations is implemented based on the usability testing, it is always better to cross-check with the users by showing them the revised product, and asking them if this is what they expected.

Testing Process and Results Issues

The users involved in the usability testing may not have been satisfied with the process or the results. It is important to ask feedback. We already looked at getting feedback with the results. It is also very important to get feedback on the usability testing process itself and see if the users are fully satisfied with the testing process, and incorporate changes as required.

Usability Testing Success

To conclude, if we focus on the above three aspects of usability testing – product objectives, communication, and process and results, we can mostly ensure success of the usability testing process. Actual results are more nuanced based on the context, but these are the broad guidelines for a successful usability testing program.

For detailed discussion on conducting a successful usability testing for your organisation’s products, please feel free to get in touch with me.