A quick guide with tools and videos on how, when, and why we should engage users to ensure we develop tools and processes that are more equitable, effective, and efficient.
<aside> ✴️
What is user testing? User testing is a design method for learning how an intended audience would respond to or use a product, service, or communication. This is done by presenting prototypes to the people who would be seeing or using the final version and observing how they interact with, the prototypes. The traditional approach is to launch something and then find out afterwards that certain aspects about it worked well or didn’t work well, but unfortunately it’s usually too late to do anything about it. User testing simulates the real thing, allowing us to learn early enough to make changes and avoid pitfalls that may not be obvious to us, but are obvious to the intended audience. The best part is that user testing can be quick and relatively low effort!
</aside>
User testing can come at various points in your process. You can test your existing tools, services, and information with users, to learn where you may need to improve. You can test new tools, services, and information while you are developing them. You can also test after you launch or pilot something new, before doing a full roll-out. Any user testing is better than none! We recommend testing materials you want to launch with your stakeholders and users before implementing them so that you are able to reflect on your upcoming change before investing staff time and resources.
Watch this video by Nielsen-Norman Group to learn more about why you should test your products and services, and how you might do it.
https://www.youtube.com/watch?v=v8JJrDvQDF4
Your user research can be loosely structured or planned to the T. You can download user testing and reporting templates from HubSpot to start user testing. One easy way to work towards greater equity in your tools and services is to collect demographic information on feedback questionnaires, then compare who you are hearing from to the demographics of the population you are serving, noting any differences in experience across demographic groups.
Here’s a quick case study in how Athletic Greens uses User Testing to learn from their customers and enhance their product every single time.
https://www.youtube.com/watch?v=5TyVDHb9Oxg&ab_channel=UserTesting
Local government services and products are omnipresent, and while we may not always have the resources we need to review the needs of our customers as we update our products and services. This section more specifically dives into how you can approach your customers to listen and interview them to gain insight into your current product or an upcoming iteration.
How to engage users and stakeholders?