{"id":18808,"date":"2023-02-08T00:00:00","date_gmt":"2023-02-08T00:00:00","guid":{"rendered":"https:\/\/techforgood.cymru\/resource\/how-to-test-your-website-with-your-users-in-10-steps\/"},"modified":"2024-09-24T08:14:09","modified_gmt":"2024-09-24T07:14:09","slug":"how-to-test-your-website-with-your-users-in-10-steps","status":"publish","type":"resource","link":"https:\/\/promo.cymru\/cy\/resource-articles\/how-to-test-your-website-with-your-users-in-10-steps\/","title":{"rendered":"How to test your website with your users in 8 steps"},"content":{"rendered":"

\u201cI recommend you do user testing, because you are not the user of your website\u201d <\/em>– Jakob Nielsen, Nielsen Norman Group – the pioneers of website research<\/p>\n

If you believe your website needs redesigning, or if you\u2019re mid-way through designing a new one then you should test its usability with your users.<\/p>\n

Testing your website with your users always gives you a true assessment of how much it meets their needs. It shows you where your site is easy to use. And it shows you where it’s difficult to use. <\/p>\n

It generates hard evidence and motivates you to make changes.<\/p>\n

Even if you think your site seems easy to use, even if you\u2019ve used a great designer, it will have weaknesses.<\/p>\n

Testing is cheap, fun and you can do it yourself. Your users will also enjoy the experience. And you will learn other things about them too.<\/p>\n

\u201cTesting your website with users helps find issues you would have missed. It teaches you to empathise with your users. And it can be a very persuasive tool to use with stakeholders.” <\/em>– Hannah Wallwork<\/a>, User Researcher, Neontribe<\/p><\/blockquote>\n

When to test<\/strong><\/h2>\n

Test when you want to find out how your website could be improved or what isn\u2019t working.<\/p>\n

Test when you have a prototype of a new website. Test before you think it is finished. Use what you learn to improve it.<\/p>\n

This article doesn\u2019t cover all the other pre-launch tests<\/a> your developer can do on your website.<\/p>\n

Who to test with<\/strong><\/h2>\n

You should test with the types of people who your site is aimed at, or who are most likely to use your site.<\/p>\n

This could be the people who use your services. Or it could also be their families, or people working for other services. Or perhaps someone else.<\/p>\n

If it’s your first time testing then you might want to start with only testing with one type of user. <\/p>\n

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\"A<\/div>\n<\/figure>\n

Key testing principles<\/strong><\/h2>\n

Testing a website is very different to doing consultation or asking people their views and opinions. It\u2019s more systematic and behaviour based. <\/p>\n

    \n
  1. Test early.<\/strong> Use your current site, or a prototype (early design)<\/li>\n
  2. Value what people do over their opinions<\/strong> (though opinions can have value, after testing)<\/li>\n
  3. Remember it’s a test of the site, not them<\/strong>. If they find something difficult, it\u2019s because of the site, not because of them. <\/li>\n
  4. Remain neutral during each test. <\/strong>So you don\u2019t influence what people do or say.<\/li>\n<\/ol>\n

    \u201cPrepare to do things differently. Testing might show your assumptions to be wildly wrong, so be open to making changes.\u201d <\/em>– Gem Hampson, Director, Hactar <\/p><\/blockquote>\n

    How to test your website<\/strong><\/h2>\n

    1. Recruit users<\/strong><\/h3>\n

    You only need 5<\/a> of each user type. <\/p>\n

    You may want to repeat the testing process later on when you\u2019ve improved your site, but for now you only need 5. <\/p>\n

    Don\u2019t test with people from your organisation, unless it\u2019s an internal website like an intranet.<\/p>\n

    Ask for consent to record the session.<\/p>\n

    Offer them the option to bring someone with them to the testing session, if they will find it supportive.<\/p>\n

    2. Decide whether to test mobile or computer version, or both<\/strong><\/h3>\n

    You probably should test on both. You can do both in one session. Spend the first half on a phone and the second on a computer.<\/p>\n

    3. Make a list of tasks<\/strong><\/h3>\n

    Think about the things that your users are likely to want to do on your website. These might match the type of things they call to ask about. Think about things like finding opening hours, finding a service that can help them, finding your phone number, submitting a form.<\/p>\n

    Then design the tasks<\/a> you want to test. <\/p>\n

    \u201cTest the most common and important things first – your users will be confused and tired if you try and cover everything under the sun with them.\u201d <\/em>– Gem Hampson<\/p><\/blockquote>\n

    4. Write a discussion guide<\/strong><\/h3>\n

    Your users need to be informed and feel at ease. Write a discussion guide to help you explain to them what is going to happen.<\/p>\n

    Check they are comfortable. Give them clear instructions. Remind them they are testing the site and this isn’t a test of them. <\/p>\n

    Check how you\u2019re wording your tasks and prompts. Like with surveys they need to be carefully worded. Ask open questions. Don\u2019t ask leading questions. <\/p>\n

    \u201c<\/em>Task wording<\/em><\/a> is very important in usability testing. Small errors in the phrasing of a task can cause the participant to misunderstand what they\u2019re asked to do or can influence how participants perform the task (a psychological phenomenon called <\/em>priming<\/em><\/a>).\u201d <\/em>– Nielsen Norman Group<\/p>\n

    5. Set up the testing space<\/strong><\/h3>\n

    You can test remotely or in person.<\/p>\n

    In person<\/strong><\/p>\n

    In person you can test mobile or computer quite easily.<\/p>\n

    You\u2019ll want to be able to sit next to the person testing, or slightly behind them, and you\u2019ll want to explain why you\u2019re sitting this way and be sure they are comfortable with it.<\/p>\n

    Use screen recording software. Windows 10 has this built in<\/a>. <\/p>\n

    Remotely<\/strong><\/p>\n

    If testing remotely then you\u2019ll need to ask each tester to share their screen so you can see what they are doing. If it\u2019s a mobile<\/a> then you won\u2019t be able to see their mouse cursor, but it\u2019ll still work.<\/p>\n

    Record using the video calling platform\u2019s record feature.<\/p>\n

    6. Run a session<\/strong><\/h3>\n
      \n
    1. Set up the computer or device. Start on either Google or your website\u2019s homepage. If you start on Google it can reveal more about how people might go about finding your website.<\/li>\n
    2. Ask them to complete the first task.<\/li>\n
    3. Ask them to share what they are thinking as they navigate around. Ask for their experience, not their opinions. <\/li>\n
    4. Listen to their commentary on their experience as they test your site. <\/li>\n
    5. Stay silent, especially if they find something difficult. Don\u2019t help them. <\/li>\n
    6. Make notes.<\/li>\n
    7. Gently prompt them to explain what is happening for them if they have forgotten to.<\/li>\n
    8. Listen. Let them do the talking, not you. <\/li>\n
    9. Be ready for them to find some things difficult. Remain neutral so you don\u2019t influence them.<\/li>\n
    10. Reassure them that it\u2019s the site\u2019s fault, not theirs if they fail to complete a task.<\/li>\n
    11. Repeat for each task.<\/li>\n<\/ol>\n

      7. Ask for post-session feedback<\/strong><\/h3>\n

      Ask them to reflect on their overall experience of the site only when you\u2019ve stopped testing. Use open questions. You could ask them:<\/p>\n