Review and test usability
The problem
It is disappointing and perplexing when the product which you have carefully designed and constructed turns out to be badly received or experiences outright failure in the marketplace. A product can fail for any number of reasons, but poor design is one of the most common. No matter how flashy your technology or advanced your product features, if your product is difficult to use the vast majority of users will be deterred from using it. This phenomenon can occur with any type of “product”: software, hardware, websites, documentation or other written materials.
No one deliberately designs unusable products, but all too often it is difficult for the designers and developers of a product to see things from the user’s perspective. Nor is it easy to appreciate the difficulties that will be encountered by someone who lacks the same understanding of the product that its designers and developers have. To overcome this, you need assistance to not only understand the user’s frustrations but to remove the cause of them.
The solutions
The best way to ensure the success of your product is to apply Namahn’s user-centered design process from the very outset, before a single word or line of code has been written. Not everyone is fortunate enough to start fresh, however. If your product or prototype already has a usability problem then Namahn can both identify the problem and supply the solution through expert reviews and usability testing.
Our approach takes into account the specific characteristics of your product and is based on a solid understanding of your domain. It can be applied to a broad range of product types including hardware, software, websites, documentation or other written materials. We have used the methodology to design desktop applications, bank terminals, kiosks, mobile devices and web applications.
The approach
We solve your usability problems through one of two ways: expert review or usability testing.
Expert review
Namahn seeks answers to your usability questions by relying on our in-house expertise and knowledge base. A team of Namahn consultants independently examines all aspects of your product according to the extensive set of criteria we have established over several years of experience. These criteria address such product issues as appearance, navigation, terminology and the tasks that need to be done.
Once all the problems have been identified, members of the team then assign severities to the problems and priorities to the solutions. A report recording all the results and the solutions is compiled.
In many cases this is all that is required. The Namahn team can judge very quickly how severe the problems are and will in some cases defer doing the more expensive usability testing until a re-design has resolved the most serious problems.
Usability testing
Namahn seeks answers to your usability questions by interviewing and observing users; our experts apply their knowledge to properly design and implement the tests and then interpret the results. During the first stage the Namahn consultants familiarize themselves with the product. They watch demonstrations and undergo training, if necessary, to gain a full understanding of the potential users and how they wish to use the product.
The next stage is to define a protocol in which the test criteria are set out. Namahn then selects the candidates for the tests to ensure that they are representative of the user population as a whole. Particular attention is given to choosing the right number of test subjects and to ensuring that a suitable range of skills and experiences is available.
In performing the tests, Namahn has found that in the majority of cases the additional effort and cost associated with the use of a usability lab is not justified. Nonetheless, if you prefer to use such facilities, then Namahn is able to offer them.
Under normal circumstances we prefer to invite users to a more familiar environment or to visit them in their own surroundings. The Namahn team ensures that the test subjects are made to feel comfortable and that they understand what is required of them. We then observe and listen to them while they carry out the required tasks. The Namahn team also gathers additional comments and opinions after the test, if required.
The deliverables
After either an expert review or usability testing, you receive a report in which detailed results of the exercise are described. This report also contains an analysis of the results, identifying the most significant problems.
Most importantly, you receive recommendations on how to solve the problems. These recommendations represent the optimal design solutions, and are based on sound design rationale rather than quick fixes.
The benefits
You receive a tailor-made report that clearly identifies your problems and the design changes that are required to rectify the situation. On the basis of the insights and specific recommendations within the report, you will be able to substantially improve your product’s usability, thereby greatly increasing the likelihood that your product will be accepted by users and successful in the marketplace.
Although not strictly speaking a part of the design process, you can use the usability testing as an opportunity to promote your product or vision, and to position your company as an organization that cares about users. As long as user expectations are properly managed this can be a highly effective way to improve your image or even garner sales.
Whatever the case may be, getting help and input from interaction design experts and actual users is essential. It can mean the difference between product failure and product success.