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User testing is hard, and it takes years to master the skills. We look at seven of the most common mistakes made in user testing, and how to avoid them. 

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In this article, we discuss the future trends of personalization and what you need to look out for to stay ahead. 

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We’ve seen big businesses get hit with penalties, but what happens when a small business doesn’t practice good web accessibility?

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Understand the essence of digital transformation? Read on to really understand digital transformation business impacts, and how to overcome the hurdles that get in the way of success.

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Learn how to promote your blog. We share 10 different ways to reach your audience on social media and other content marketing platforms.

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In a content driven world, it’s increasingly hard to differentiate yourself from the competition. This article explains the difference between branded content and content marketing, and how it can help you stand out.

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How do you do more with the content you make? Your CMS needs to efficiently manage your content so that it always remains usable and easily adjustable. Learn how to effectively manage your CMS and the content you create in.

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Discover more on project economy and how you and your team can thrive.

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Discover more on project economy and how you can thrive."}},{"title":"SaaS storytelling framework: the ABT template","slug":"saas-template-abt-storytelling","featured":false,"lastUpdated":"Sep 27th, 2021","description":{"description":"

The challenging part of telling your story as a SaaS provider is getting through complexity. An easy-to-understand template can help you to form your SaaS storytelling. Storytelling can be brought out with the And, But, Therefore template. And provides context, But creates conflict, and Therefore offers a resolution to the story. 

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Discover everything you need to know about workflow management, from its origins to modern-day applications

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Workflow management system market has a promising future. Dig through some stats and collected the workflow automation trends shaping its growth

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Compare collaboration features in TinyMCE, CKEditor, Tiptap, and Froala - from real-time editing to comments, mentions, and revision history.

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Cloud based or web based rich text editors offer different results compared to server based WYSIWYGs. Find out if a cloud based WYSIWYG is right for you.

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Keep up with the latest document management trends for 2025 and make sure your organization is equipped with the most efficient and effective solutions.

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Competition in a world that’s so online, has never been tougher. Read on to find out what the key CMS trends are for 2024 so you don't get left behind

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Discover the latest industry and market statistics for document management systems.

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Announcing the TinyMCE rich text editor and Umbraco CMS partnership! Find out what this means for your content team’s productivity.

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Assembling reusable rich text editor components builds agile tech stacks

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Is it really worth building the software tool or feature you need on your own?

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Before you invest in e-learning for your organization, check out these 15 benefits of online learning. It’s the best way to establish your LMS business case.

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Spam filters – they look at your email content, and can block your email from reaching its recipient find out how to handle spam filters...

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Enterprise content management vs document management systems vs knowledge management - find out which is right for you.

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Pre-built APIs are core to rapid launches. Learn why from our infographic.

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Building a copy-paste function may seem simple - the reality requires a good portion of development and maintenance work. Read on to find out the true cost of building this feature from scratch.

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What is a product narrative? It is an essential part of your SaaS brand. Once you understand what a product narrative is, you have taken a step toward sticking in your customer's memories. Read on to find out how product narrative works.

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A spell checker protects your authority. They are vital for protecting your reputation. But should you buy one for your team, or have them build it? Read our cost analysis and cost estimate to find out.

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Accessibility represents an essential goal, however it's hard to achieve. What are the costs of building accessibility checking? We use the COCOMO model to estimate the developmental cost and maintenance.

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By discovering how (and which) composable API building blocks can make your product launches faster, your overall organization becomes more agile.

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Iterative testing plays an important role in continuous improvement of SaaS products.

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How can written content provide an immersive experience to the readers?

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A simple onboarding process can cost up to about $55,000 a year, plus an additional $26,000 a year in ongoing costs. The real question: is it really worth building an onboarding program yourself?

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Learn about the cost of building a rich text editor in terms, how to calculate it properly, what factors you need to take into account and how possibly all of those expenses can be reduced.

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Let's figure out the basics of SaaS customer onboarding together with Tiny: what is SaaS onboarding, types of customer onboarding, user onboarding ownership and much more.

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Highlights of the arguments on the subject of buying or building rich text editor and possible issues you can experience trying to create an HTML text editor internally within your company.  

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Strategy is a part of how every business runs. Brand strategy is the start of the journey. In his article, you'll find information on what immersive content strategy is and the benefits of content strategy that's immersive.

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Making online learning accessible – it's absolutely important. Learn about 6 ways to improve your LMS accessibility.

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Compare some of the best LMS platforms that come with TinyMCE. Our list of essential learning management system features will start your research process off right.

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CRM systems empower you to build strong relationships with your customers. Read on to find out more about the value CRMs bring.

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Struggling with inconsistent performance reviews? Discover how content tools and automation streamline HR work, improve feedback, and reduce bias.

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Learn how the right solutions built for human capital management can make content creation, updates, governance, and editing smooth and efficient.

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Discover challenges for financial institutions integrating text editing and content creation in banking apps, and learn which rich text editor best fits your business needs.

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When it comes to build vs buy for software, think through the pros and cons so you can navigate this never-ending decision.

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ButterCMS has a new, strategic partnership with TinyMCE. Read on to find out about the increased capabilities TinyMCE brings to ButterCMS.

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Create a better user experience on your blog with best practice design. Avoid these 7 blogging mistakes that distract from your content.

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Struggling with localization? Check out our deep dive into pitfalls and best practices of localizing content for global markets to learn what to do, and what to avoid for your content localization.

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If you create a tool that’s used by developers, you need to consider both user experience and developer experience. Find out how to balance both.

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Looking for more information on a CMS for mobile? Discover the best CMS solutions for mobile apps through our comprehensive comparison

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It's important to know how to test your email, and ensure it displays consistently across clients. Find out how in our guide to email rendering.

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Automation can streamline and clear a cluttered workflow. Read on to see the 5 most interesting project management automation examples we've seen that you can try out in your workflows.

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Planning to move to cloud components? Find out why more companies are choosing cloud and what to expect from cloud software in the future.

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Most SaaS businesses could be spending more, even in a tough economy. In this post, my aim is to help you feel more comfortable opening the throttle on investments in growth.

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AI assistants have a lot of potential to provide support for content tasks, but they can also support document management. Read on to find out 6 ways that an AI assistant can help with your DMS.

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Find out how you can use a product roadmap to get feedback on your product development and share with your customers potential future plans.

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There was a time when we developed applications and their associated components from scratch. Today, applications are a complex network of individual components that all work together to build a coherent system.

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Find the answers to the question \"why upgrade to TinyMCE 6?\" summarised in 6 specific standout points.

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We plan to end support of TinyMCE 5 in April 2023. Read on for more info and to see the plans for next steps.

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Before you start using beta flags, feature flags, for your software launch, check out these best practices -  from closed vs open betas to naming your program.

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How do you improve your email marketing software and create a better user experience to retain customers. Learn about the suite of useful features that come with an advanced WYSIWYG email editor.

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What is mobile accessibility and what can content creators and developers do about it? Follow these guidelines to improve your mobile experience for people with disabilities.

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Keep your brand consistent with a WYSIWYG HTML editor. Here are 5 ways to help enforce personal or corporate style guides, to keep your content on brand while giving your content authors the best possible authoring experience.

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2021","description":{"description":"

Your content is your brand, which is why you need to be mindful of spelling. Spell Checker is our online solution to ensure your content remains at its peak potential.

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Getting customer feedback is a highly valuable source of information. But the way it’s collected is just as important. Discover the best methods for getting customer feedback and how to analyze it. 

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Why make your content creation experience better? In this article we share the advantages and drawbacks of improving the content creation experience for end-users. 

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We share the top technical and soft skills every product manager needs in order to build a great product and a successful career.

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Tech companies can boost revenue, save time, be more competitive, and scale up with better brand management. So, why aren’t we seeing more tech branding management?

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Building a marketing team? What’s the best marketing team structure? Tiny’s Senior Director of Marketing discusses generalist vs specialist, outsourcing, marketing as a function, team dynamics, and your first hire.

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User testing is hard, and it takes years to master the skills. We look at seven of the most common mistakes made in user testing, and how to avoid them. 

","childMarkdownRemark":{"htmlAst":{"type":"root","children":[{"type":"element","tagName":"p","properties":{},"children":[{"type":"text","value":"User testing is hard, and it takes years to master the skills. We look at seven of the most common mistakes made in user testing, and how to avoid them. "}]}],"data":{"quirksMode":false}}}},"tags":[{"slug":"ux","title":"UX"}],"body":{"body":"
\n

“It’s not what you look at that matters. It’s what you see.”
– Thoreau

\n
\n

User testing is hard, and it takes years to master the skills to consistently deliver the kind of user tests that produce breakthrough insights. The good news, however, is that the skills you need can be learned, refined and polished over time.

\n

In this post, I look at seven of the most common mistakes made in user testing, and how to avoid them. Every mistake on this list has been and can be made by novices and experts alike (myself included). Despite years of conducting user testing sessions, I still keep this list on hand.  I hope you find it useful too. Share your thoughts and tips in the comments below.

\n

Mistake #1: Making the task too complicated or vague

\n

The right structure can make or break a user test: ask too much, and you will lose the participant; ask too little and you risk not collecting the evidence you need to make decisions or arrive at interesting insights.

\n

NNg recommends thinking of creating task scenarios rather than “tests”. Task scenarios consist of three key parts:

\n
    \n
  1. A sentence setting the context for the task.
    2. \n
  2. A sentence describing the activity the participant should perform.
    3. \n
  3. A couple of targeted follow-up questions, asked after completion of the primary activity. (Optional)
    4. \n
\n

For example, in our image crop UX test, the task scenario was stated as, “You are editing a text document and want to crop an image in the story. Crop the image, to only show the girl and the balloon.”

\n

If you are conducting moderated UX testing, you can ask follow-up questions during the session. In our example from image cropping, the participants were asked a couple of questions after they completed the primary activity. This process kept the main task simple and focused. It also prevented us from biasing the participant towards a particular methodology or outcome.

\n

If your tests are unmoderated, I would recommend packaging the tasks into smaller chunks and running them separately.

\n

Mistake #2: Asking leading questions

\n

As any journalist will confirm effective interview techniques take years to master. In the context of user testing, the success of your session will be directly affected by your skills in this area. At a minimum, it’s important to remember three things when conducting qualitative interviews:

\n
    \n
  1. Ask questions that do not plant an answer in the participant’s mind.
    2. \n
  2. Ask questions that show you are interested: don’t judge, correct or criticize.
    3. \n
  3. Let the participant lead the direction of your questions.
    4. \n
\n

But these questions are quite theoretical. Which is why I developed a set of relatively straightforward questions that are now part of my interview toolkit. The hard part is translating these into a habit (for which there is no shortcut to Gladwell’s 10,000 hours). My top three questions are:

\n\n

Note that all of the above questions begin by confirming or echoing what the participant said. If you are new to UX testing, this may seem like an odd or inefficient thing to do. In practice, however, these “small talk” phrases make a huge difference to making your participant feel at ease—which directly impacts the quality of insights that you can hope to get from the interview.

\n

Mistake #3: Talking

\n

As important as interview techniques are, it is equally important to recognize that the role of the test facilitator is primarily not to talk. The goal of user testing is to observe (with awareness and gentle guidance) how your target audience uses your product. For the most part, this should be a silent “active listening” process.

\n

In international hostage negotiations, a team of half a dozen listeners supports the lead negotiator. In Chris Voss’ book, Never Split the Difference, his anecdotes highlight that insights that led to breakthroughs often came from something that the listening team picked up on: an inconsistency, a hesitation, an unexpected change of tone. The same is true in user testing sessions – being aware and alert to notice a momentary hesitation and probe further can lead to UX gold.

\n

In a UX testing session, we recommend asking for participant’s permission to audio record the session. Processing these audio files is quite time-consuming, but inherently valuable. Audio also provides objective support for any design change recommendations that you will make as a result of your tests.

\n

Mistake #4: Making the UX test a Test

\n

The problem with running a UX “test” is that it implicitly sets the expectations that there is a right answer. The consequence of this is that participants will want to “get it right” to please you, and will feel stupid if they perceive that they got it wrong.

\n

The easiest way I have found to overcome this is to address it openly at the beginning of the session. In just about every interview, observation session or on-line test I start the process by stating:

\n
\n

“… this is not a test, there are no right or wrong answers. We are just really interested to hear your thoughts on …”

\n
\n

If a participant is stuck on a task during the session, i.e. they are failing at the set activity, I will remind them of the above, and reassure them that they are like everyone else…

\n
\n

“… I can see that you are struggling to get [the task] finished, and that’s totally fine… we are finding that most people are struggling on this, which is really valuable information for us as now we know what we need to change/fix to make our product better …”

\n
\n

I have found that this simple technique of acknowledging that there is no wrong or bad outcome visibly and instantly puts participants at ease and keeps the session moving forward.

\n

Mistake #5: Defending your design choices

\n

Think back to a past testing session that went south and you will probably find this mistake the culprit. It is hard to train yourself not to answer questions about design choices, even when directly asked by the participant. It is also hard to resist engaging in conversations about why design choices were made. These discussions belong in your debrief session, not in your user testing session.

\n

Keep an eye out for this one creeping in if you have co-facilitators, especially if they are from the development or engineering team. It can be difficult for an engineer to refrain from defending his/her code-product-offspring. This sets an unproductive tone for the testing session, ensuring almost always that constructive insights will not be gleaned.

\n

The best way I have found to avoid falling into this trap is to breathe and repeat this mantra before every session:

\n
\n

“We are testing a rough first draft, and looking forward to finding ways to make our product better.”

\n
\n

Seriously, I actually do that. As a designer, it’s critical to develop the awareness that it’s possible to fall in love with your own designs—and take conscious measures to remind yourself that no matter how amazing the current design is, it is really still a “first-draft”.

\n

Another handy tip is to distance yourself from the design being evaluated, as this gives permission for the participant to provide honest feedback without the pressure to please the interviewer:

\n
\n

\"The design team put this design together [fake it if you have to], and are interested in finding where the sticky points are\"

\n
\n

Mistake #6: Looking to confirm that your design is good

\n
\n

“Any readers who like your poems, doubt their judgment.”

\n

– Wendell Berry

\n
\n

This one is counter-intuitive, right? Most people conduct user testing to justify a particular design direction. To prove that the design that they have sweated over, and fallen in love with, is The Right One. This, sadly, is a mistake of the tester’s ego.

\n

In practice, it is far more constructive to approach user testing with the attitude that you are looking for ways in which your coveted design will fail. It is only through the process of systematically eliminating all likely points of failure that you gain confidence that the design holds up. Unfortunately, our human tendency is to sweep the possible failures under the carpet, and seek out data to confirm what we want to hear.

\n

The best technique that I have for addressing this mistake is time, and life, and running marathons. Developing the ability to de-personalise, become an aware observer and nurturing an empathetic relationship with failure are investments that will make you not only a bad-ass UX tester, but also a pretty awesome human being too. For me, this is definitely a “work in progress”!

\n

Mistake #7: Forgetting to close the loop

\n

You are probably high-fiving yourself for having nailed the above list, and in that enthusiasm feeling the urge to rush off and put all that newly learned goodness into practice. And that is great, but before you do I want to leave you with a final thought.

\n

Remember to close the loop with your participants after the testing is finished. In my experience, most participants take part in research or user testing because they want to make a difference. Letting your participant know that you appreciate their time (by way of monetary reward, token gift or simply an acknowledgment) is both polite and expected. Taking the time to report how the users’ input helped to impact the product will set you apart. Think of it as an investment in the collective future experience of UX testing.

\n

The report to the user does not need to be complicated: an email, or a quick brief about the key three things you discovered, and how those insights were used to change the product design is all that you need.

\n

Do you have techniques that you use in your UX testing sessions? Love to hear your tips in the comments below … we all learn that way!

\n

 

","childMarkdownRemark":{"html":"
\n

“It’s not what you look at that matters. It’s what you see.”
– Thoreau

\n
\n

User testing is hard, and it takes years to master the skills to consistently deliver the kind of user tests that produce breakthrough insights. The good news, however, is that the skills you need can be learned, refined and polished over time.

\n

In this post, I look at seven of the most common mistakes made in user testing, and how to avoid them. Every mistake on this list has been and can be made by novices and experts alike (myself included). Despite years of conducting user testing sessions, I still keep this list on hand.  I hope you find it useful too. Share your thoughts and tips in the comments below.

\n

Mistake #1: Making the task too complicated or vague

\n

The right structure can make or break a user test: ask too much, and you will lose the participant; ask too little and you risk not collecting the evidence you need to make decisions or arrive at interesting insights.

\n

NNg recommends thinking of creating task scenarios rather than “tests”. Task scenarios consist of three key parts:

\n
    \n
  1. A sentence setting the context for the task.
    2. \n
  2. A sentence describing the activity the participant should perform.
    3. \n
  3. A couple of targeted follow-up questions, asked after completion of the primary activity. (Optional)
    4. \n
\n

For example, in our image crop UX test, the task scenario was stated as, “You are editing a text document and want to crop an image in the story. Crop the image, to only show the girl and the balloon.”

\n

If you are conducting moderated UX testing, you can ask follow-up questions during the session. In our example from image cropping, the participants were asked a couple of questions after they completed the primary activity. This process kept the main task simple and focused. It also prevented us from biasing the participant towards a particular methodology or outcome.

\n

If your tests are unmoderated, I would recommend packaging the tasks into smaller chunks and running them separately.

\n

Mistake #2: Asking leading questions

\n

As any journalist will confirm effective interview techniques take years to master. In the context of user testing, the success of your session will be directly affected by your skills in this area. At a minimum, it’s important to remember three things when conducting qualitative interviews:

\n
    \n
  1. Ask questions that do not plant an answer in the participant’s mind.
    2. \n
  2. Ask questions that show you are interested: don’t judge, correct or criticize.
    3. \n
  3. Let the participant lead the direction of your questions.
    4. \n
\n

But these questions are quite theoretical. Which is why I developed a set of relatively straightforward questions that are now part of my interview toolkit. The hard part is translating these into a habit (for which there is no shortcut to Gladwell’s 10,000 hours). My top three questions are:

\n\n

Note that all of the above questions begin by confirming or echoing what the participant said. If you are new to UX testing, this may seem like an odd or inefficient thing to do. In practice, however, these “small talk” phrases make a huge difference to making your participant feel at ease—which directly impacts the quality of insights that you can hope to get from the interview.

\n

Mistake #3: Talking

\n

As important as interview techniques are, it is equally important to recognize that the role of the test facilitator is primarily not to talk. The goal of user testing is to observe (with awareness and gentle guidance) how your target audience uses your product. For the most part, this should be a silent “active listening” process.

\n

In international hostage negotiations, a team of half a dozen listeners supports the lead negotiator. In Chris Voss’ book, Never Split the Difference, his anecdotes highlight that insights that led to breakthroughs often came from something that the listening team picked up on: an inconsistency, a hesitation, an unexpected change of tone. The same is true in user testing sessions – being aware and alert to notice a momentary hesitation and probe further can lead to UX gold.

\n

In a UX testing session, we recommend asking for participant’s permission to audio record the session. Processing these audio files is quite time-consuming, but inherently valuable. Audio also provides objective support for any design change recommendations that you will make as a result of your tests.

\n

Mistake #4: Making the UX test a Test

\n

The problem with running a UX “test” is that it implicitly sets the expectations that there is a right answer. The consequence of this is that participants will want to “get it right” to please you, and will feel stupid if they perceive that they got it wrong.

\n

The easiest way I have found to overcome this is to address it openly at the beginning of the session. In just about every interview, observation session or on-line test I start the process by stating:

\n
\n

“… this is not a test, there are no right or wrong answers. We are just really interested to hear your thoughts on …”

\n
\n

If a participant is stuck on a task during the session, i.e. they are failing at the set activity, I will remind them of the above, and reassure them that they are like everyone else…

\n
\n

“… I can see that you are struggling to get [the task] finished, and that’s totally fine… we are finding that most people are struggling on this, which is really valuable information for us as now we know what we need to change/fix to make our product better …”

\n
\n

I have found that this simple technique of acknowledging that there is no wrong or bad outcome visibly and instantly puts participants at ease and keeps the session moving forward.

\n

Mistake #5: Defending your design choices

\n

Think back to a past testing session that went south and you will probably find this mistake the culprit. It is hard to train yourself not to answer questions about design choices, even when directly asked by the participant. It is also hard to resist engaging in conversations about why design choices were made. These discussions belong in your debrief session, not in your user testing session.

\n

Keep an eye out for this one creeping in if you have co-facilitators, especially if they are from the development or engineering team. It can be difficult for an engineer to refrain from defending his/her code-product-offspring. This sets an unproductive tone for the testing session, ensuring almost always that constructive insights will not be gleaned.

\n

The best way I have found to avoid falling into this trap is to breathe and repeat this mantra before every session:

\n
\n

“We are testing a rough first draft, and looking forward to finding ways to make our product better.”

\n
\n

Seriously, I actually do that. As a designer, it’s critical to develop the awareness that it’s possible to fall in love with your own designs—and take conscious measures to remind yourself that no matter how amazing the current design is, it is really still a “first-draft”.

\n

Another handy tip is to distance yourself from the design being evaluated, as this gives permission for the participant to provide honest feedback without the pressure to please the interviewer:

\n
\n

\"The design team put this design together [fake it if you have to], and are interested in finding where the sticky points are\"

\n
\n

Mistake #6: Looking to confirm that your design is good

\n
\n

“Any readers who like your poems, doubt their judgment.”

\n

– Wendell Berry

\n
\n

This one is counter-intuitive, right? Most people conduct user testing to justify a particular design direction. To prove that the design that they have sweated over, and fallen in love with, is The Right One. This, sadly, is a mistake of the tester’s ego.

\n

In practice, it is far more constructive to approach user testing with the attitude that you are looking for ways in which your coveted design will fail. It is only through the process of systematically eliminating all likely points of failure that you gain confidence that the design holds up. Unfortunately, our human tendency is to sweep the possible failures under the carpet, and seek out data to confirm what we want to hear.

\n

The best technique that I have for addressing this mistake is time, and life, and running marathons. Developing the ability to de-personalise, become an aware observer and nurturing an empathetic relationship with failure are investments that will make you not only a bad-ass UX tester, but also a pretty awesome human being too. For me, this is definitely a “work in progress”!

\n

Mistake #7: Forgetting to close the loop

\n

You are probably high-fiving yourself for having nailed the above list, and in that enthusiasm feeling the urge to rush off and put all that newly learned goodness into practice. And that is great, but before you do I want to leave you with a final thought.

\n

Remember to close the loop with your participants after the testing is finished. In my experience, most participants take part in research or user testing because they want to make a difference. Letting your participant know that you appreciate their time (by way of monetary reward, token gift or simply an acknowledgment) is both polite and expected. Taking the time to report how the users’ input helped to impact the product will set you apart. Think of it as an investment in the collective future experience of UX testing.

\n

The report to the user does not need to be complicated: an email, or a quick brief about the key three things you discovered, and how those insights were used to change the product design is all that you need.

\n

Do you have techniques that you use in your UX testing sessions? Love to hear your tips in the comments below … we all learn that way!

\n

 

","htmlAst":{"type":"root","children":[{"type":"element","tagName":"blockquote","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{"style":"text-align: left;"},"children":[{"type":"text","value":"“It’s not what you look at that matters. It’s what you see.”"},{"type":"element","tagName":"br","properties":{},"children":[]},{"type":"text","value":"– Thoreau"}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"text","value":"User testing is hard, and it takes years to master the skills to consistently deliver the kind of user tests that produce breakthrough insights. The good news, however, is that the skills you need can be learned, refined and polished over time."}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"text","value":"In this post, I look at seven of the most common mistakes made in user testing, and how to avoid them. Every mistake on this list has been and can be made by novices and experts alike (myself included). Despite years of conducting user testing sessions, I still keep this list on hand.  I hope you find it useful too. Share your thoughts and tips in the comments below."}]},{"type":"text","value":"\n"},{"type":"element","tagName":"h2","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Mistake #1: Making the task too complicated or vague"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"The right structure can make or break a user test: ask too much, and you will lose the participant; ask too little and you risk not collecting the evidence you need to make decisions or arrive at interesting insights."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"NNg recommends thinking of creating "}]},{"type":"element","tagName":"a","properties":{"href":"https://www.nngroup.com/articles/task-scenarios-usability-testing/","target":"_blank","rel":["noopener"]},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"task scenarios"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":" rather than “tests”. Task scenarios consist of three key parts:"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"ol","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: decimal;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"A sentence setting the context for the task."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: decimal;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"A sentence describing the activity the participant should perform."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: decimal;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"A couple of targeted follow-up questions, asked after completion of the primary activity. (Optional)"}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"For example, in our "}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"image crop UX test"}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":", the task scenario was stated as, “"}]},{"type":"element","tagName":"em","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"You are editing a text document and want to crop an image in the story. Crop the image, to only show the girl and the balloon.”"}]}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"If you are conducting "}]},{"type":"element","tagName":"a","properties":{"href":"https://www.uxpin.com/studio/blog/moderated-vs-unmoderated-usability-testing-better/","target":"_blank","rel":["noopener"]},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"moderated UX testing"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":", you can ask follow-up questions during the session. In our example from image cropping, the participants were asked a couple of questions after they completed the primary activity. This process kept the main task simple and focused. It also prevented us from biasing the participant towards a particular methodology or outcome."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"If your tests are unmoderated, I would recommend packaging the tasks into smaller chunks and running them separately."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"h2","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Mistake #2: Asking leading questions"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"As any journalist will confirm effective interview techniques take years to master. In the context of user testing, the success of your session will be directly affected by your skills in this area. At a minimum, it’s important to remember three things when conducting "}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"qualitative interviews"}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":":"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"ol","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: decimal;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Ask questions that do not plant an answer in the participant’s mind."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: decimal;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Ask questions that show you are interested: don’t judge, correct or criticize."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: decimal;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Let the participant lead the direction of your questions."}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"But these questions are quite theoretical. Which is why I developed a set of relatively straightforward questions that are now part of my interview toolkit. The hard part is translating these into a habit (for which there is no shortcut to "}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Gladwell’s 10,000 hours"}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"). My top three questions are:"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"ul","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: disc;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"“Right, yes … what makes you say that?”"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: disc;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"“Yes, yes … why do you think…?”"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"li","properties":{"style":"list-style-type: disc;"},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"“I see, that makes sense … and then what…?”"}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Note that all of the above questions begin by "}]},{"type":"element","tagName":"em","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"confirming"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":" or echoing what the participant said. If you are new to UX testing, this may seem like an odd or inefficient thing to do. In practice, however, these “small talk” phrases make a huge difference to making your "}]},{"type":"element","tagName":"a","properties":{"href":"https://en.wikipedia.org/wiki/Robert_Cialdini","target":"_blank","rel":["noopener"]},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"participant feel at ease"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"—which directly impacts the quality of insights that you can hope to get from the interview."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"h2","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Mistake #3: Talking"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"As important as interview techniques are, it is equally important to recognize that the role of the test facilitator is primarily "}]},{"type":"element","tagName":"strong","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"not to talk"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":". The goal of user testing is to observe (with awareness and gentle guidance) how your target audience uses your product. For the most part, this should be a silent “"}]},{"type":"element","tagName":"a","properties":{"href":"https://en.wikipedia.org/wiki/Active_listening","target":"_blank","rel":["noopener"]},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"active listening"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"” process."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"In "}]},{"type":"element","tagName":"a","properties":{"href":"https://youtu.be/guZa7mQV1l0","target":"_blank","rel":["noopener"]},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"international hostage negotiations"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":", a team of half a dozen "}]},{"type":"element","tagName":"em","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"listeners"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":" supports the lead negotiator. In Chris Voss’ book, "}]},{"type":"element","tagName":"em","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Never Split the Difference"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":", his anecdotes highlight that insights that led to breakthroughs often came from something that the listening team picked up on: an inconsistency, a hesitation, an unexpected change of tone. The same is true in user testing sessions – being aware and alert to notice a momentary hesitation and probe further can lead to UX gold."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"In a UX testing session, we recommend "}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"asking for participant’s permission"}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":" to audio record the session. Processing these audio files is quite time-consuming, but inherently valuable. Audio also provides objective support for any design change recommendations that you will make as a result of your tests."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"h2","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Mistake #4: Making the UX test a Test"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"The problem with running a UX “test” is that it implicitly sets the expectations that there is a right answer. The consequence of this is that participants will want to “get it right” to please you, and will feel stupid if they perceive that they got it wrong."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"The easiest way I have found to overcome this is to address it openly at the beginning of the session. In just about every interview, observation session or on-line test I start the process by stating:"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"blockquote","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"element","tagName":"em","properties":{},"children":[{"type":"text","value":"“… this is not a test, there are no right or wrong answers. We are just really interested to hear your thoughts on …”"}]}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"text","value":"If a participant is stuck on a task during the session, i.e. they are failing at the set activity, I will remind them of the above, and reassure them that they are like everyone else…"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"blockquote","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{"style":"text-align: left;"},"children":[{"type":"element","tagName":"em","properties":{},"children":[{"type":"text","value":"“… I can see that you are struggling to get [the task] finished, and that’s totally fine… we are finding that most people are struggling on this, which is really valuable information for us as now we know what we need to change/fix to make our product better …”"}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{"style":"text-align: left;"},"children":[{"type":"text","value":"I have found that this simple technique of acknowledging that there is no wrong or bad outcome visibly and instantly puts participants at ease and keeps the session moving forward."}]},{"type":"text","value":"\n"},{"type":"element","tagName":"h2","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Mistake #5: Defending your design choices"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Think back to a past testing session that went south and you will probably find this mistake the culprit. It is hard to train yourself not to answer questions about design choices, even when directly asked by the participant. It is also hard to resist engaging in conversations about why design choices were made. These discussions belong in your debrief session, not in your user testing session."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Keep an eye out for this one creeping in if you have co-facilitators, especially if they are from the development or engineering team. It can be difficult for an engineer to refrain from defending his/her code-product-offspring. This sets an unproductive tone for the testing session, ensuring almost always that constructive insights will not be gleaned."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"The best way I have found to avoid falling into this trap is to breathe and repeat this mantra before every session:"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"blockquote","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"em","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"“We are testing a rough first draft, and looking forward to finding ways to make our product better.”"}]}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Seriously, I actually do that. As a designer, it’s critical to develop the awareness that it’s possible to fall in love with your own designs—and take conscious measures to remind yourself that no matter how amazing the current design is, it is really still a “"}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"first-draft"}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"”."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Another handy tip is to distance yourself from the design being evaluated, as this gives permission for the participant to provide honest feedback without the pressure to please the interviewer:"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"blockquote","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"em","properties":{},"children":[{"type":"text","value":"\"The design team put this design together [fake it if you have to], and are interested in finding where the sticky points are\""}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"h2","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Mistake #6: Looking to confirm that your design is good"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"blockquote","properties":{},"children":[{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"“Any readers who like your poems, doubt their judgment.”"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"– Wendell Berry"}]}]},{"type":"text","value":"\n"}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"This one is counter-intuitive, right? Most people conduct user testing to justify a particular design direction. To prove that the design that they have sweated over, and fallen in love with, is The Right One. This, sadly, is a mistake of the tester’s ego."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"In practice, it is far more constructive to approach user testing with the attitude that you are looking for ways in which your coveted design will fail. It is only through the process of "}]},{"type":"element","tagName":"a","properties":{"href":"http://waitbutwhy.com/2015/11/the-cook-and-the-chef-musks-secret-sauce.html","target":"_blank","rel":["noopener"]},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"systematically eliminating all likely points of failure"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":" that you gain confidence that the design holds up. Unfortunately, our human tendency is to sweep the possible failures under the carpet, and seek out data to confirm what we want to hear."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"The best technique that I have for addressing this mistake is time, and life, and "}]},{"type":"element","tagName":"a","properties":{"href":"http://nymag.com/scienceofus/2016/06/how-exercise-shapes-you-far-beyond-the-gym.html","target":"_blank","rel":["noopener"]},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"running marathons"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":". Developing the ability to de-personalise, become an aware observer and nurturing an empathetic relationship with failure are investments that will make you not only a bad-ass UX tester, but also a pretty awesome human being too. For me, this is definitely a “work in progress”!"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"h2","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Mistake #7: Forgetting to close the loop"}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"You are probably high-fiving yourself for having nailed the above list, and in that enthusiasm feeling the urge to rush off and put all that newly learned goodness into practice. And that is great, but before you do I want to leave you with a final thought."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Remember to close the loop with your participants after the testing is finished. In my experience, most participants take part in research or user testing because "}]},{"type":"element","tagName":"em","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"they want to make a difference"}]}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":". Letting your participant know that you appreciate their time (by way of monetary reward, token gift or simply an acknowledgment) is both polite and expected. Taking the time to report how the users’ input helped to impact the product will set you apart. Think of it as an investment in the collective future experience of UX testing."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"The report to the user does not need to be complicated: an email, or a quick brief about the key three things you discovered, and "}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"how those insights were used to change the product"}]},{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":" design is all that you need."}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"element","tagName":"em","properties":{},"children":[{"type":"element","tagName":"span","properties":{"dataPreserverSpaces":"true"},"children":[{"type":"text","value":"Do you have techniques that you use in your UX testing sessions? Love to hear your tips in the comments below … we all learn that way!"}]}]}]},{"type":"text","value":"\n"},{"type":"element","tagName":"p","properties":{},"children":[{"type":"text","value":" "}]}],"data":{"quirksMode":false}}}},"body2":null,"codepens":null,"heroImage":{"image":{"fluid":{"base64":"data:image/jpeg;base64,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