Recommendation 4.5.2:
Test throughout the development process
Benefits Users
Visual | Auditory | Cognitive | Speech | Physical
Phase 1: Gather & Organize
Additional Information
- Exploratory research answers open-ended questions about a broad topic. For example, “what are the barriers to electronic tax filing for users with mobility impairments?” Evaluative research tests a specific hypothesis. For example, “does this chatbot design allow users with mobility impairment AT to fill out basic tax forms online?” Evaluative research can be facilitated by low-fidelity prototypes that give a general idea of a functionality or task sequence or high-fidelity prototypes that behave almost exactly like the final product will.
Read More
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Usability testing strategies from 18F
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Usability testing strategies from Usability.gov
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Usability testing strategies from USDA’s Digital Strategy
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Usability testing strategies from the Nielsen Norman Group
Phase 2: Design & Implement
Examples
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Early stage techniques: Exploratory user research, interviews – how can we help users?
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Mid-stage techniques: Evaluative user testing with lower-fidelity prototypes (wireframes, conversation scripts) – would this solution help users?
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Late-stage techniques: Evaluative User testing with higher-fidelity prototypes – does this solution help users?
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Continuous Improvement techniques: Pilots, user feedback
Antipattern
- Don’t wait until the chatbot is complete before testing with users. Begin testing as soon as possible with wireframes, prototypes, and conversational examples.
Phase 3: Test & Evaluate
Self Check
- Have you scheduled user testing throughout the design and development process?