How do you define a problem statement for usability testing?

1 Understand the context

A problem statement for usability testing should be based on a thorough understanding of the context of use, which includes the users, the tasks, the goals, and the environment. You can use different methods to gather this information, such as user interviews, surveys, analytics, personas, scenarios, and user journeys. The context of use helps you frame the problem from the users' perspective and identify their needs, pain points, expectations, and motivations.

2 Focus on the problem

A problem statement for usability testing should clearly describe the problem that you want to solve or investigate, not the solution that you want to implement or test. Avoid making assumptions or jumping to conclusions about what the users want or need. Instead, use data and evidence to support your problem definition and explain why it is important and relevant. A good problem statement should answer the questions: What is the problem? Who is affected by it? How does it impact them? Why does it matter?

3 Make it specific and measurable

A problem statement for usability testing should be specific and measurable, not vague or broad. A specific problem statement helps you narrow down the scope and focus of your usability testing and define the criteria for success. A measurable problem statement helps you quantify the problem and evaluate the results of your usability testing. You can use metrics such as completion rates, error rates, time on task, satisfaction scores, or conversion rates to measure the problem and the improvement.

4 Use a template

Creating a problem statement for usability testing can be done using a simple template which outlines the context, the problem, and the measurement. This template follows the format of [User group] has a problem [performing a task or achieving a goal] because [reason or cause]. This affects them by [impact or consequence]. We can measure this problem by [metric or indicator]. As an example, new customers may have difficulty creating an account on a website due to its length and complexity, which impacts their motivation and trust. This can be measured by the completion rate and satisfaction score of the registration process. Experienced users may have trouble finding advanced settings on an app due to their hidden location, leading to increased frustration and confusion. This can be measured by the error rate and time on task of accessing the advanced settings. Additionally, visitors may not understand the value proposition of a service because it is not communicated clearly and persuasively on the homepage, resulting in lowered interest and engagement. This can be measured by bounce rate and conversion rate of the homepage. By following these tips and examples, you can write an effective problem statement for usability testing that will help you define and prioritize usability problems to solve or investigate.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?