Quick Answer: Test website usability

What are Quick Answers?

Quick Answers are recorded video feedback of customers or prospects as they complete tasks and answer questions. The tasks and questions are written for you by UserTesting, and designed to answer the most common product development problems. You can read more about Quick Answers in the Product Insight: Getting Started.

“Test website usability" is one of seven types of Quick Answers. Each Quick Answer test provides a unique insight or answers a question you have. For “Test website usability," the focus is on how easily customers can complete a task.

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The Summary tab provides a graph of how many people found it easy to complete a task on a website, and provides a video of them discussing their answers and explaining why they answered the way they did. Here’s an example of five people describing whether or not it was easy to find a personalized gift for a friend.

The Metrics tab shows you the answers to every test question so you can learn more about participants’ experiences and what specifically they did or did not find easy.

When to use "Test website usability"

Use “Test website usability" in the Iterate phase of the development process to:

  • Learn if customers can easily move through a flow
  • Pinpoint friction

Note that the test doesn’t have to be on your own website. You can use it to test a competitor’s product, or any other website you want to learn from.

 

How to Set up "Test website usability"

  1.  From the dashboard click Get Quick Answers, then click “Test website usability."
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  2. Provide a link to the website that has the activity you want participants to try. You don’t have to start at the homepage. For example, if you want to test a store locator, you could have participants start at the store location page.

    Next, describe the activity you want participants to try. Start your description with a verb, but don’t include exact steps, such as “Click on this button. Then this link. Then go….”

    The description is added to a pre-written sentence, so it’s a good practice to use a lowercase letter for the first word and not end with a period or other punctuation. Quick Answers converts your description into the test questions, so the wording you enter is what people will see.

    Some examples include:
  • sign up for the newsletter becomes Take as much time as you need to sign up for the newsletter.
  • find out when to report for jury duty becomes Take as much time as you need to find out when to report for jury duty.
  • change your profile picture becomes Take as much time as you need to change your profile picture.

SuteUsability.png

Then name your test so it’s easy to recognize from other tests on the dashboard. Product Insight displays your entire account’s tests on your dashboard. This makes it easy to share tests with other people.  At this point, you'll need to determine whether you'd like to test with participants from the UserTesting Panel, or your own customers, via My Recruit. 

For this example, we'll select From the UserTesting panel.

3. Click Next and do any of the following:

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  • Accept defaults: The default is to use any member of the UserTesting Panel. For many tests, you may find that works well enough. If that’s the case, click Done at the bottom of the page
  • Number of participants: This is set to five unless you’ve purchased the Participant Pack, in which case you can choose between 5 and 15 participants for each Quick Answer. If you’ve purchased the Participant Pack, we also recommend the number of participants for each Quick Answer. For “Test website usability” we recommend five participants as the default.
  • Device: Select the type of device you want participants to use when answering your questions.

Important: Leave this set to Computer unless there is a particular reason why you need someone to answer using a tablet or smartphone. Even when asking them to respond to an idea about a smartphone product, it’s usually best to have people answer using a computer because the screen is larger and participants have an easier time reading your concept document.

For more information on selecting a device and best practices, see:

Mobile Testing Capabilities
Mobile Recorder Best Practices

  • Demographic Filters:  If you want participants with a particular background, select and configure filters from the options on the right. If you decide not to use a filter after selecting it, click the Remove link in the upper-right corner or deselect it from the list on the right.


    For more help with demographic filters, see:
    Choose your target audience from the UserTesting panel.

 

  • Screener Questions: Screener questions are multiple choice questions participants must answer correctly before they're able to accept a test.  This is an optional feature you can select if the demographic filters above do not cover your requirements. To refine participant selection with screener questions, do any of the following:
    • To add a screener question you saved from a previous test, click Saved Screener Questions on the right. If you haven’t saved any screener questions yet, this is empty.
    • To create a screener question, click the Screener Question button on the right.
    • To add more screener questions, click the Screener Question button or the “Add another screener question” link below the last screener question.

      Note: After you create a screener question, you can click the “Add to saved screener,” “Duplicate,” or “Delete” links. To reorder screener questions, drag the question to where you want it to be using the Move icon ().
    • To preview any screener questions, click Preview Screener.


You can remove any screener questions you add by clicking Delete at the top right of each question’s dialog.

For more help creating screener questions, see:

Using Screener Questions to find your ideal participants
Managing screeners
Screener question best practices

4. Click Done. 

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  • To see a list of all the questions the test asks participants, click the link under Tasks and Questions. To see what your test looks like to participants, click Preview Test to the right of the Test Plan Summary, then click Preview Test. When you finish the preview, click the Close button.

Note If you realize you need to add or remove a participant, or you find something you need to change in your test plan—for example, you used the wrong URL or you find a typo, do either of the following:

  • Click Participants to add or remove test participants.
  • Click Edit Details in the upper right. When you are done editing the test, click "Save and Go to Order Page."

5. Click Done. 

Understand “Test website usability" results

As participants finish the test, our the software uploads the recorded video to our system and notifies you by email. To configure notifications, see Email notification preferences.


Open the email and click the “account dashboard” link in the order summary to go to the dashboard.

For each test, the dashboard displays the type of test—using the same icon from each Quick Answer button—the test name, the day you created it, and how many participants have and have not taken the test.

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After all participants finish, a summary appears in the Result column.

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Click a test title on the dashboard to go to the Summary tab on the Results page.

 

Summary Tab

The Summary tab is a great place to start for Quick Answers. It summarizes the answer to your question: Do more people find it easy or not easy trying to perform your activity?

Review the graph

The graph displays the answer, either, either:

  • More people found it easy to do the activity.

or

  • More people did not find it easy to do the activity.

Summary.png

We get this information from Question 3 below. We ask participants, “Overall, this activity was …? Explain your answer.” 1=Very difficult…5=Very easy.

Then we count how many of the five participants did or did not find the activity easy.

  • A score of 1, 2, or 3 = Not easy
  • A score of 4 or 5 = Easy

Watch key moments

The summary video shows all five participants describing their most recent experience trying to perform your activity.

KeyMoments.png

We get this information from Question 2 below. We tell participants: “Take as much time as you need to [activity description] and we record their actions and comments as they do the task. 

Note: Until all participants finish, the graph shows a running total as participants complete the test and displays the number of participants yet to finish, but there is no key moments video until all participants finish.

Some participants finished:

SomeQA.pngAll participants finished:

AllQA.png

 

Sessions Tab

Click the Sessions tab to watch each participant’s complete video as they answer all the questions in order. Sessions are available as each participant finishes. There is a text field on the right for you to add a summary of the video. The Summary field is also useful for adding timecodes for moments of interest, such as a participant expressing delight with a task, or complaining about a difficult interface.

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Metrics

Click the Metrics tab to watch participants’ videos broken down for every single question so you can easily skim the results. It’s essentially an expanded view of the results table on the Summary Tab.

 

MetricsUsability.png

 

Note that while all participants expected the activity to be easy in Question 1, two out of the five actually found the activity difficult. This can be a useful insight worth pursuing.

 

Details

Click the Details tab to see the demographics breakdown and an overview of the test plan’s tasks and questions.

DetailsUsability.png

 

How you get Quick Answers

After you click Launch Test, we send the test to people in the UserTesting Panel who match the demographics you chose. These participants then answer any screener questions you added in order to qualify to take the test.

If you’d like to see what answering screener questions looks like from the participants’ view, watch this video.


Here’s what we ask participants based on the questions you answered when you created the test:

Introduction

You’ll be performing an activity on a website and then asked to rate your experience. Please remember to clearly explain your thoughts and actions out loud. Don’t pretend to be someone else; we care about your needs and thoughts.

  1. [Rating] **Without leaving this screen** rate how easy or difficult do you **expect** it to be to [activity description]? Explain your answer. 1=Very difficult…5=Very easy.

  2. Take as much time as you need to [activity description].

    Note: The answer to this question is where we get the highlights for the video on the Summary tab.

  3. [Rating] Overall, this activity was …? Explain your answer. 1=Very difficult…5=Very easy.

    Note: The answer to this question is where we get the data for the graph on the Summary tab.

  4. [Verbal] What part of the website made it *easy* to accomplish that activity?

  5. [Written] Write 1–3 words that summarize your previous answer in the box below. What part of the website made the activity *easy*?

  6. [Verbal] What part of the website made it *frustrating or hard* to accomplish that activity?

  7. [Written] Write 1–3 words that summarize your previous answer in the box below. What part of the website made the activity *frustrating or hard*?

  8. [Written] In one sentence describe the purpose of this website. What problem does it solve or make easier? Describe it in your own words, not using language from the pages you saw.
  9. [Rating] How valuable is this website to you? Explain your answer. 1=Not at all valuable…5 = Very valuable.

  10. [Multiple Choice] From this list select 1 word that describes the *biggest improvement* you would make to this website: Aesthetics, Navigation, Trustworthiness, Understandability, Usefulness, or none of the above.


As participants finish, the software uploads the recorded video to our system and notifies you by email that the videos are ready to watch. Watch each participant’s entire video on the Session tab or wait for the fifth video session to be uploaded, at which point the highlight reel is available.

 

See also
Product Insight: Getting Started
Quick Answer: Discover needs and frustrations
Quick Answer: Validate an idea
Quick Answer: Validate a prototype
Quick Answer: Choose between two options
Quick Answer: Compare two websites
Product Insight: Live Conversation

 

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