What are some examples of successful problem identification and prioritization in usability testing?

1 Why problem identification and prioritization is important

Usability testing is not just about finding problems, but also about deciding which problems are more urgent, severe, or impactful than others. Problem identification and prioritization helps you focus on the most critical issues that need to be addressed, and avoid wasting time and resources on minor or irrelevant ones. It also helps you communicate the results of your usability testing to stakeholders, developers, designers, and other team members, and justify your recommendations for changes or enhancements.

2 How to identify problems in usability testing

Identifying problems in usability testing is essential and depends on the type, scope, and stage of your project. Some common methods include observing user behavior and reactions, like errors, hesitations, frustrations, confusions, or questions. You can also ask users to think aloud and verbalize their thoughts as they interact with the product or service. Further, collecting user feedback through surveys, interviews, or focus groups can be beneficial. Additionally, measuring user performance like completion rates, success rates, time on task, or number of clicks is important. Lastly, comparing user behavior and feedback with predefined goals, criteria, or benchmarks is a great way to identify problems.

3 How to prioritize problems in usability testing

Once you have identified the problems in your usability testing, it is essential to prioritize them according to their importance and urgency. There are several methods available for doing this, such as a severity rating system based on frequency, impact, and persistence of the problem; a matrix or chart plotting the problems along two dimensions; or a voting or ranking system assigning points or labels to the problems. For example, the Nielsen Norman Group's scale of 0 (not a problem) to 4 (usability catastrophe) is one way to rate severity, while the Eisenhower matrix or the impact-effort matrix can be used to plot problems according to urgency and importance. Alternatively, dot voting or the MoSCoW method could be employed for assigning points or labels based on user preferences or team member opinions.

4 Examples of successful problem identification and prioritization in usability testing

To illustrate how problem identification and prioritization can be done effectively in usability testing, here are some examples of real or hypothetical projects. For instance, a travel website conducted usability testing with 10 users to evaluate its booking process. The testers identified 15 problems and rated them on a scale of 0 to 4. Then, they sorted the problems from the highest to the lowest severity score and prioritized the top five issues that needed to be fixed as soon as possible. Similarly, an e-commerce app conducted usability testing with 20 users to evaluate its checkout process. They plotted each problem on an impact-effort matrix and prioritized the problems with high impact and low effort. Finally, a fitness device conducted usability testing with 30 users to measure user performance. The testers assigned a score for each problem based on how well it met the expectations and prioritized the issues with the lowest scores.

5 How to report and communicate problems in usability testing

When you have identified and prioritized the problems in your usability testing, it is important to report and communicate them to stakeholders, developers, designers, and other team members. The way you report and communicate problems in usability testing depends on the purpose, audience, and format of your report. Generally, it should include a summary of the usability testing process, goals, methods, participants, and results; a list of the problems with severity ratings; a description of each problem with evidence; a suggestion for each problem with rationale; and a visual representation of the problems. These elements will help you effectively communicate the findings of your usability testing.

6 How to use problem identification and prioritization in usability testing

Problem identification and prioritization in usability testing is an ongoing process. It should be used to evaluate the product or service at different stages of development, from concept to launch, and validate assumptions, hypotheses, or prototypes. Additionally, it can be used to monitor the product or service after launch and improve it based on user needs, preferences, or behaviors. Problem identification and prioritization allows you to identify and prioritize problems that emerge or change over time, contradict or challenge expectations, arise or persist from user feedback or performance metrics, and offer opportunities or insights for innovation or enhancement.

7 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?