P R O T O T Y P I N G
Usability Testing

1. Choose your method and location

Usability sessions are normally completed as an one-to-one in-depth interview and can be done in a formal lab setting or remotely.

2. Recruit participants for the interview

   • Recruit participants based on your target customer group using the Customer Advocacy Group

   • Reach out to the interviewee with a clear purpose and duration of the session, and arrange a convenient time and place for the session

3. Plan, prepare and practice for the interview

   • Make sure you have a Hi-Fi prototype developed and ready to test

   • Prepare an interview guide with a list of tasks that you want to participant to complete e.g. how would you pay a bill?

4. Conduct the interview

   • During the interview, start with more general questions to get the participant comfortable and become more specific regarding the research questions.

   • Bring up the prototype and request the participant to complete each task one-at-a-time and ask them to think aloud while they are doing it

   • Make sure to observe body language as well as what the person says

   • Dig deeper into feedback the customer gives

   • After the interview, thank the interviewee for their time and explain the next steps in this research

5. Discuss and implement feedback

Sit down with your design team and share all the collected feedback. Use the Affinity Mapping tool to make sense of all the insights. Once you have all the synthesised high-level learnings, discuss how to apply them to your initiative. Iterate the prototype.

6. Conduct another round of testing if required

With the new prototype, run another series of interviews if you and the team think this is required. In these interviews, do not only focus on the changes you have made since the last iteration. It is still important to run complete interviews on the entire prototype, to get good feedback.