Some Observations from Documentation Usability Testing

Monday, June 22nd, 2009 | Uncategorized

Recently I conducted some usability testing on my procedures manual with a couple of users. As a result, I determined some specific items that I needed to change in the material. I also observed a few general principles applicable to future projects.

When the user pauses, either while using the product or using the documentation, there’s a problem. In one instance, the user stopped on a particular step, and after about a minute, I asked what he was thinking. He was at a step where there were two possibilities described, and he was confused by the fact that the first part described what to do if he didn’t need to take a particular action, but then it went on to describe what to do if he had to do it. All it would have taken to be clear would have been to direct him to go straight to the following step (past the second scenario).
Warnings or info boxes may be totally correct and helpful, but they may not be in the right place. I had a couple that I thought I had put in the best place, but when the users came to them, they weren’t quite relevant to that particular part of the procedure. I just needed to move them to optimize the effect.
It can be helpful to give some instruction or context about what to do once the task or procedure is ended. The first guy got to the end and wasn’t sure how to start over or begin a new task, and that was easy to fix.
Make note of questions both you and the users ask. I mentally asked a question about a certain function, and the user asked it no more than two minutes later. Because I asked it, it was pertinent, but it was made much more so because the user also asked.

Finally, and this is reflected in most of the things I needed to change about my document: The concept that you start to take knowledge or understanding about the product for granted is true. That’s why doing the usability testing is so important.

The users helped find problems that I didn’t see. I did my best to introduce the test by letting them know I appreciated their feedback and suggestions, and at the end, I pointed out that they had given me some very specific things to change and improve. They were very willing to perform the testing in the first place, but I think it was a positive enough experience that they’ll be willing to do more in the future if needed.

One of the challenges, though, with testing the documentation is that it sometimes branches into commentary on the usability of the product. I assured them I would take their feedback about the application itself back to the appropriate people. Fortunately, the testing didn’t derail substantially into discussion about the app.

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