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Building Your UX Team Through Practical Usability Training (Jonathan Rubin & Angela Hooker)

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The document describes the First Fridays usability testing program run by GSA. It provides education and hands-on experience in usability testing to build internal UX expertise. Staff can volunteer to observe tests and take on different roles, like facilitator, to become trained in usability practices. The program is free for agencies and helps grow UX capacities without cost by leveraging staff across departments and as part-time volunteers. Stories from past graduates demonstrate how the training enabled them to inform redesigns and start usability programs at their own agencies.

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Get Your Train On: Building Your UX Team Through Practical Usability Testing GSA First Fridays Usability Program Jonathan Rubin Angela Hooker October 2012
Hi! Jonathan Rubin @jonathan_rubin Angela Hooker @AccessForAll 2
3
Usability tests + Usability education = More trained UX staff! 4
In this 30 minutes 1. What is First Fridays? 2. How to create an educational program 3. Stories from graduates 5
1. What is First Fridays? 6
? Education ? Demonstration Tests ? Awareness 7
Best: Two rooms to test Observation room Testing room 8
First Fridays discount testing 8:30 C 11:30 AM = 3 testers, 1 hour 9
First Fridays discount testing 8:30 C 11:30 AM = 3 testers, 1 hour 11:30 C Noon = Lunch and accessibility 10
First Fridays discount testing 8:30 C 11:30 AM = 3 testers, 1 hour 11:30 C Noon = Lunch and accessibility Noon C 12:45 PM = Collect problems 11
First Fridays discount testing 8:30 C 11:30 AM = 3 testers, 1 hour 11:30 C Noon = Lunch and accessibility Noon C 12:45 PM = Collect problems 12:45 C 1:30 PM = Offer solutions 12
First Fridays discount testing 8:30 C 11:30 AM = 3 testers, 1 hour 11:30 C Noon = Lunch and accessibility Noon C 12:45 PM = Collect problems 12:45 C 1:30 PM = Offer solutions 1:30 PM = Adjourn 13
First Fridays discount testing ? DOT ? State ? Interior ? FCC ? IRS ? USAJobs ? Army ? Census ? NASA ? NSF ? OMB ? And 35 others 14
Free @ HowTo.gov/firstfridays ? Usability testing ? Project scripts management ? Email templates ? Before and after ? Best practices screenshots ? Final report ? Videos examples ? Etc. 15
Hallway test 16
Teach em to fish 17
In this 30 minutes 1. What is First Fridays? 2. How to create an educational program 18
Behind the curtain 19
Team sport 20
Each test is a training opportunity 21
Matrixed approach to staffing ? Part-time volunteers! ? Borrow from other departments ? You are providing skill building opportunities ? Flexible needs: 1 -20 hours a month 22
Many roles to choose from ? Observe ? Room Manager ? Greeter ? Data Collector ? Backup 23
Grow your own facilitator 24
Get it: Rocket Surgery Made Easy ? Commit to monthly product testing ? Same time each month ? More observers + more testing = more buy-in 25
4-step process 26
Make a big deal 27
Make a syllabus for trainees 1. Summary 28
Make a syllabus for trainees 1. Summary 2. Cost + duration 29
Make a syllabus for trainees 1. Summary 2. Cost + duration 3. Program goals 30
Make a syllabus for trainees 1. Summary 2. Cost + duration 3. Program goals 4. Schedule and timeline 31
Make a syllabus for trainees 1. Summary 2. Cost + duration 3. Program goals 4. Schedule and timeline 5. Optional reading 32
Manage it 33
In this 30 minutes 1. What is First Fridays? 2. How to create an educational program 3. Stories from graduates 34
Graduate 1: internal David Kaufmann Federal Information Specialist david.kaufmann@gsa.gov 35
Graduate 1: internal ? Needed UX work 36
Graduate 1: internal ? Needed UX work ? Four months training with us 37
Graduate 1: internal ? Needed UX work ? Four months training with us ? Comparison test C 2 designs, 30 users 38
Graduate 1: internal ? Needed UX work ? Four months training with us ? Comparison test C 2 designs, 30 users ? Informed content of 100s of pages 39
Graduate 1: internal ? Needed UX work ? Four months training with us ? Comparison test C 2 designs, 30 users ? Informed content of 100s of pages ? Speaks publicly about usability 40
Graduate 1: internal ? Needed UX work ? Four months training with us ? Comparison test C 2 designs, 30 users ? Informed content of 100s of pages ? Speaks publicly about usability ? Tests on Call Center 41
Graduate 2: external ? Couldnt persuade agency to test, so volunteered 42
Graduate 2: external ? Couldnt persuade agency to test, so volunteered ? Four months training with us 43
Graduate 2: external ? Couldnt persuade agency to test, so volunteered ? Four months training with us ? Made 8 personas (tested 4) 44
Graduate 2: external ? Couldnt persuade agency to test, so volunteered ? Four months training with us ? Made 8 personas (tested 4) ? UX test and marketed it 45
In conclusion ? You can do it 46
In conclusion ? You can do it ? No cost C and money saving 47
In conclusion ? You can do it ? No cost C and money saving ? Employee multiplier 48
Thanks! Jonathan Rubin @jonathan_rubin jonathan.rubin@gsa.gov Angela Hooker @AccessForAll angela.hooker@gsa.gov 49

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Building Your UX Team Through Practical Usability Training (Jonathan Rubin & Angela Hooker)

Editor's Notes

  • #4: Problem C want to test sites but not enough staff or resources
  • #5: Solution: combine testing and education and get more volunteers!
  • #6: How to get some usability momentum at your agency
  • #7: Were part of the Office of Citizen Services and Innovative Technologies at the US General Services Administration (GSA) We handle innovative programs like prizes and challenges, sharing public data sets, digital content education, and lots more
  • #8: Educate our clients who want to improve their sites Demonstration tests and invite people to see it Awareness C generate awareness for our training program, and see facilitators in practice
  • #9: We use two rooms to test C our test participant room and our observation room where we get to see whats going on in the test Provides a lot of insight into how people use the site You dont need a lab C just a couple of conference rooms work find. Go low tech!
  • #10: Our style in a nutshell C 3 testers an hour each Why 3 people and not 30? Research has shown that testing with 3-5 people can find up to 70% of usability problems, which gives you a lot of bang for your buck
  • #11: Lunch C provide if you can; otherwise, have people bring back. Start on time; keep momentum going . Accessibility demonstration during lunch (we demonstrate how people would use assistive technologies on the site/project, and point out where they can improve accessibility for all users).
  • #12: Go around the room and collect 2-3 problems per person. Or have them submit before they leave Important to have lots of people there C they become big evangelizers for you
  • #13: Work with parties who are there to determine solutions that they can implement in 30 days
  • #14: Done C people agree so they have marching orders. Send stakeholders the problems and solutions that day. Send a short report and accessibility feedback 2-3 days later.
  • #15: Heres who weve helped C over 52 agencies Saved them tons of feedback, headaches, and complaints
  • #16: We post templates, best practices, roles and responsibilities, checklists, and much more on our website
  • #17: Hallway test C more users, informal, public space. Very successful C army.mil test Video: http://www.youtube.com/watch?v=pC0ODg2MpuE
  • #18: First Fridays teaches other agencies how to test So they dont need to go out and pay to have this done C do it for themselves NOW! Makes sense for agencies to test (fish) for themselves Saved $1.3 million to date BY TEACHING and demoing
  • #20: You have had the monopoly on user experience C you are the go-to person. People come to you for information; now, you are going to share your secrets. Don't want people to steal your thunder; its a competitive field and town. No one wants to make it look like that anyone can do their job, but if you believe in discount usability testing C that a smart person can learn to do a basic test in months and not years
  • #21: Usability is now a team sport - relying on others to help you, or creating their teams and sending them off Guiding others says lots about how capable you are, what a great practitioner you are, and work collaboratively with other teams
  • #23: First Fridays approach to staffing C one full time employee; all others borrowed
  • #25: Best possible research C they can conduct a test, represent your program, spread the education, fix more sites
  • #26: The bible of do-it-yourself testing Met someone at UX mixer; she bought the book; did tests; people thought she was a genius
  • #29: Training manual for facilitators: pass out materials, give to bosses, etc.
  • #37: Colleague had too much to test C we didnt have time for all requests
  • #38: Went through our training program C various roles, observing, feedback
  • #39: Big test C hallway test, two types of content, timed tests, 30 users
  • #40: He found the best content was written in plain language or used short subheads Became the new standard for all their content Extremely useful results C plain Language, style
  • #41: Knows enough to talk about it
  • #42: Will be applying it to non-web based products
  • #43: Wasnt comfortable with us posting their report online Didnt want results to be public
  • #45: He went back to his agency and tried to set up a set Took a lot of convincing, but he got approval to make personas and test them
  • #46: Test was a big success, had middle managers to witness it and chime in Marketing the results heavily via email, newsletter, monthly reports Convinced people a lot about value of UX C voice of customer being important and how it could save money