User testing

When to user test

We should be conducting user testing for small projects and optimisations.

We should also be conducting user testing to identify potential projects and optimisations.

User testing helps us to iterate our work. We should get user data after every major update to a project and use it to address any issues or user needs.

So it's important that we conduct user testing at the beginning, middle and end of a project.

Ideally, every project should incorporate some amount of user testing. This could range from a survey with a small number of staff to interviews with a larger sample of New Forest residents.

How to user test

How we test our users depends on the type and scale of the project. 

During the discovery phase we determine who our users are. This will tell us if it's more appropriate to conduct user testing in person or virtually. It will also tell us how to scale our user testing.

In person

• interviews
• task-setting
• card-sorting (post-it notes, flash cards)

Virtually

• interviews (Microsoft Teams, Zoom)
• task-setting (Microsoft Teams, Zoom)
• card-sorting (Trello, OptimalSort)
• surveys (Microsoft Forms)
• feedback forms (Hotjar)
• heatmaps (Hotjar)

The data can be recorded in a spreadsheet, on a notepad or even as a photo.

We analyse the data to see if any user needs are not being met effectively and iterate our work accordingly. Data from each user testing session should be attached to the relevant Trello card in the CRO board.

Who to user test

There are plenty of user-testing services online but we want to hear from the people that live in our district and use our services.

Ideally we want data from colleagues or residents, depending on the type of project. While sample size is important, with user testing the emphasis is on qualitative rather than quantitative data.