WEBVTT

00:00:00.000 --> 00:00:06.000
How can you find out where visitors struggle?

00:00:06.000 --> 00:00:13.000
Watch suitable participants attempt realistic tasks on the website or prototype.

00:00:13.000 --> 00:00:18.000
Observe the task and learn from the difficulty.
6 usability-testing checks.

00:00:18.000 --> 00:00:30.000
Choose a useful question
Decide which part of the journey needs evidence.
Research question · Important task · Uncertain design

00:00:30.000 --> 00:00:42.000
Find relevant participants
Invite people whose needs and circumstances relate to the service.
Relevant needs · Different circumstances · Suitable participants

00:00:42.000 --> 00:00:54.000
Set a realistic task
Describe a goal without telling the person exactly which button to use.
Meaningful scenario · Clear goal · Room to choose a route

00:00:54.000 --> 00:01:06.000
Observe without steering
Notice what they do and use neutral prompts to understand their thinking.
Observed actions · Neutral questions · Points of hesitation

00:01:06.000 --> 00:01:18.000
Record the difficulty
Capture the task, the problem and its effect on progress.
What happened · Effect on the task · Supporting evidence

00:01:18.000 --> 00:01:30.000
Improve and retest
Prioritise important problems and check whether the changes help.
Priority issue · Practical change · Follow-up observation

00:01:30.000 --> 00:01:39.000
Your checklist
Choose a useful question · Find relevant participants · Set a realistic task · Observe without steering · Record the difficulty · Improve and retest

00:01:39.000 --> 00:01:47.000
Turn the findings into changes and test the important fixes.
jerseyweb.je