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Kathy
Seite 1 bis 2
Seite 8 bis 10
Seite 20
Seite 22 bis 23

Marthe
Seite 12 bis 19
Seite 24 bis 28

Aysu
Seite 3 bis 7
Seite 11
Seite 21

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https://app.mural.co/invitation/mural/hci5199/1655308882495?sender=ub131e4a6b7b9a53d4ca33113&key=07a93bc8-5bfa-4ee6-8505-0a08b3986715

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Speed up your creative process. Collaborative online walls that help you organize your ideas. Get your thoughts down fast and gather all your insights in one place.

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Aysu - Xenia, Vica
Marthe - Maurice, Fazit/Auswertung
Kathi - Sarah, Alisa

...bis Mittwoch

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15.06. 17:45 Uhr Zoom

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Aysu
Vergleich formative und summative Tests
Güte des Verfahrens, Kritik
Moderation eines Tests

Marthe
Grundlagen formativer Tests (Nutzungskontext, lautes Denken)
Planung eines Tests (Nutzer, Aufgaben, Testobjekte, Leitfäden etc.

Kathi
Varianten (Labor, Feld, Remote ...) und verwandte Verfahren (z.B. zur Evaluation der User Experience, wie Valenzmethode)
Hilfsmittel, Laboreinrichtungen

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-Nach den Interviews-> Auswertung der Interviews
-Aufteilung der Arbeit
-Aufführen was ist vorgefallen
-Wie ist der Schweregrad? Ist das ein großes Usability Problem
-Lösungsvorschläge geben können
-eine der Lezten Präsis von ihm- Usability Test Vorlage/Inspiration
-Erst Präsi und dann Bericht

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-In der Präsi erwähnen, was ist besser gefallen? Digital oder vor Analog
-Erwähnen, dass wir digital und analog gemacht haben

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- Zeit passt super!
- Rückmeldung: Test hat Spaß gemacht, war interessant

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Based on the previous task, how would you prefer to do this action instead?

I see that you [X]. Can you explain why you did that?

You seemed to hesitate on the last step. What was going through your mind?

How was the process of making an order? (Super unintuitive, unintuitive, intuitive, super intuitive)

What features would make you more likely to use this product more/less?

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Testpersonen: Hälfte kennt Ryanair/ Hälfte nicht

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https://www.rev.com/blog/usability-test-questions

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Writing usability test questions sounds easy at first. You just have to ask users what they think about your product, right?

But as you start brainstorming questions, you'll quickly discover that it's not so easy after all. For starters, people will interpret your questions differently based on how they're worded. Plus, writing questions that provide you with objectively useful product insights is challenging. Which users should you ask? What type of product experience do they need? There are so many variables to consider, you can see how creating the right usability test questions takes time.

To help you figure out what types of questions to ask participants, we put together 23 examples of usability test questions you should definitely ask-along with why-as well as 11 you definitely shouldn't.

Why choosing the right usability test questions matters

It's one thing to ask the opinion of users-they're usually willing to share-but it's another thing entirely to ask questions that get to the heart of their experience.

Usability testing is a form of research that helps you understand your users on a deeper level, their needs and expectations, and how they use your app or website.

Usability tests help you:

Learn more about how users feel about your website or app. You'll be able to determine whether these platforms offer value, are effective at helping users complete tasks, and more.

Uncover how much users know your website or app. You'll learn whether users use your platform the way you intend them to or if they've found workarounds because the platform isn't intuitive.

Determine what issues users are encountering. You'll get a better understanding of what frustrates users and what stops them from using your website or app more than they already do.

Design better workflows that get users to a solution faster. Based on the insights, you'll be able to make changes to your website or app that improve the user experience.

Before you ask your first question, you have to define the objective of the usability test. For example, decide if you want to learn about a particular workflow or how easy it is to use your app, or about how you've formatted and laid out information. A clear objective, that's set early on, helps you create the right types of questions.

Your usability test questions have to be specific, relevant, thought-provoking, clear and concise, and guide the conversation vs. lead it. This is easier said than done. These questions have to also get to the heart of why users use your products the way they do. Not all users are conscious of the 'why' behind their actions, so your questions have to help them talk through their usage patterns.

In addition, your usability test can also include an exercise component where users log onto your app or website and talk through what they're doing. As they navigate the system, observe their actions and ask thoughtful follow-up questions as to why they complete certain tasks the way they do. Their responses will give you deeper insights into how well users understand your products and their pain points.

Without this approach, the data you collect won't always match your objective or give you insights that you can use.

To help guide usability testing, there are four types of usability test questions:

1. Screening questions

2. Pre-test questions

3. In-test questions

4. Post-test questions

We'll look at examples of usability test questions for each of these shortly, but before we do, keep in mind that in order to stimulate conversation and get meaningful feedback, include a mix of open-ended questions with follow-ups and multiple-choice questions. The more details you capture, the better.

Screening questions

At this stage of your usability test, you have to decide on what types of users to include in the process. Depending on the objective of the test, create a list of criteria of what defines an ideal participant. Do you want new users who've just started using your platform, or do you want power users with extensive experience?

Defining your ideal participants ensures that the data you collect comes from users most likely to give valid and relevant insights.

1. How old are you?

If part of your call for participants includes asking them their age range, use this screening question to verify that they are, in fact, within the desired range.

Confirming age is important because depending on the kind of usability testing you're doing, participants in the wrong age range could skew your results. Since these results aren't an accurate depiction of the user experience, they can't be used in your analysis.

2. What's your income level?

If your app includes payment tiers or you offer paid services on your website, ask participants to confirm their income level. This ensures that your usability tests target people who have the income to support using your product.

Consider segmenting participants based on the tiers they use. For example, group together users on the basic plan and group together users on the premium plan. Each tier includes different app features, so the experiences of paying users will differ. Segmenting them allows you to focus on the specific features users have access to.

3. What's your highest level of education?

Depending on the content on your app or website, tracking education level allows you to ensure participants understand the industry you target. Let's say your target audience includes law professionals, like clerks and lawyers. While a non-law professional might find a use for the information on your website, if they don't actively work in the industry, they won't understand the terms you use on your website or the processes you offer in your app.

By confirming participants' education level, you avoid having to take time out of your test to explain terms or industry jargon.

4. When was the last time you used the website or app?

Whether you're conducting usability tests with active, existing users or new users, this question will help you identify the right users. If you've recently made updates to each platform, then target users who've used the latest version. If you want to test how easy it is to use your products, then look for new users who have less experience with it.

5. How often do you use the website or app?

Depending on your objective, you'll need users with different levels of experience. For example, new, moderate, and power users offer different types of insights. The amount of experience each user group has determines how deep their insights will be.

New users can talk about the onboarding process, while moderate users can talk about the general day-to-day features and the workflows they use the most.

Power users have used every aspect of your app or website, so their feedback is deeper than any other user group. They may even have suggestions that you haven't considered but make sense to incorporate into one of your platforms.

6. How much time do you spend on the website or app?

Again, this question confirms which of your participants are active users. The more time participants spend using your platforms, the more experience they have using it.

You can also segment this group to get information from new or experienced users. New users can talk about how intuitive your platforms are, and experienced users can talk about the features they use.

How you choose to segment your participants depends on the objective of your usability test. The test questions you ask will also differ based on each group.

Questions to avoid

These are questions that lead participants instead of guide them. Leading questions skew your results and contribute to missed insights.

Pre-test questions

With your preliminary list of participants confirmed, you're ready to administer pre-test questions. These questions are meant to gauge the participants' experience and their usage patterns. Similar to screening questions, pre-test questions eliminate participants who don't fit the criteria you've established and can risk skewing your results.

Your pre-test questions should be designed to uncover whether or not participants know enough about your website or app to give the type of insights needed for you to make improvements or changes.

7. What do you use the website or app for? How often?

If you offer services on your website or app, this question helps you understand which services and related features users use the most. If you're testing certain features, this question helps you identify the participants who use them.

Also, if your plan for your usability test is to focus on specific sets of users - like power users vs. new users - this question confirms their usage patterns. If a potential participant classifies themselves as a power user but only opens your app once a week for a few minutes, it's safe to remove them from your list since they can't give you the insights you're looking for.

8. Which features do you use most?

This question will help you identify which features users rely on the most and which ones they use the least. Based on the answers participants give, ask 'why' to find out what it is about these features they like and don't like. The data you collect will help you decide whether to keep features, remove features, explain to users why they're useful, or make adjustments to meet user needs.

9. How satisfied are you with the available workflows?

When you designed your website or app, you had specific workflows in mind. This question uncovers whether these workflows are intuitive or whether users have come up with their own.

The questions up to this point have been open-ended. This question offers an opportunity to use Likert scale questions. These are questions that ask participants to share how they feel about something. The results of this question help you easily compare users' experiences. This, in turn, helps you do different kinds of analysis. For example, you can compare different pages on your site or different sections based on a standard review formula.

This approach also helps clear up any vague, generalized responses users gave to earlier questions.

Use the following scale to track responses:

1- Satisfied

2- Somewhat satisfied

3- Neither satisfied or dissatisfied

4- Somewhat dissatisfied

5- Dissatisfied

Once each participant answers, follow up with 'why' to allow them to explain their thoughts in more detail.

10. What other apps did you use or research before choosing this app?

This question helps you verify which competitors users compared you to. Are users comparing you to competitors you've identified, or are there new ones you should be aware of?

The list of competitors you generate from this question will help you figure out how to offer something better or completely different from the competition.

11. Why did you choose this website or app?

This question will identify which features and workflows triggered conversion. You may have your thoughts on what features are the most valuable to users, but their ideas might surprise you.

Use the data from user responses to update your advertising and promotions. For example, if the majority of users say your price is better than the competitions', lead with this in your advertising campaigns. Potential users who are looking for an app, product, or service like yours and are comparing based on price are more likely to stop to find out more if you call out your pricing.

Questions to avoid

In-test questions

This stage of usability testing is the heart of your research and yields the information you'll use to uncover bottlenecks, pain points, and opportunities. The goal with these usability test questions is to have a conversation with participants vs. following a formal question-and-answer format. A casual conversation will help the usability test flow naturally and put participants at ease. The more at ease they are, the better the chances of them sharing their honest opinions.

12. When you log on, what's the first thing you do? Is there another way to complete this task?

This question helps you identify how users use your app. Are they using it the way you intended, or have they created their own workflows because something is missing. This is also a great follow-up question to ask to get deep into why users use your app the way they do and to uncover suggestions they have to make it better.

13. How do you use X feature?

If you offer multiple features on your website, this question will help you get a deeper understanding of each one. The results of this question may prompt you to update your website navigation to simplify the options available in the menu.

You may find that while users like certain features and find it hard to find others, a simple solution might be to offer an onboarding tutorial to new users. This way, it's clear early on where to find information on your website or in your app.

14. What parts of the website or app do you use the most? Why?

This is a great open-ended question because participants are free to talk about what matters to them. This question will also give you tremendous insights into what the majority of users find the most helpful about your website or app.

You can also use the answers to this question to verify updates currently planned in your product roadmap. If updates are in line with user preferences, you have a better chance of appealing to your target audience.

15. What parts of the website or app do you use the least? Why?

This question will tell you what users don't like and can do without. Rather than see the answers to this question as a negative, look at the responses as an opportunity to get feedback on how to make these parts of your platform better. The information you get from power users is especially helpful here because they have the most experience with your product and can offer the most insight into what changes to make.

16. Do you like the interface? Is it easy to use?

65% of people are visual learners, so having a visually appealing app interface or a professionally designed website will help keep users logged on longer. Ask follow-up questions about what specifically users like about the interface and what they would change.

Also, discuss how many steps it takes users to get what they need in your app or website. Determine what the ideal number is and compare it to what users share. If it takes longer than you expect for users to complete tasks, the information you get from this question will help you simplify your interface.

17. What do you think about how information and features are laid out?

This also relates to how easy it is to use your app or feature. Use the information from this question to make changes to your platforms so that it's clear to users where to find what they need.

18. What do you think of X page? How easy is it to find?

This question is geared towards users who've used your app extensively. Review each page you want to collect data on to find out specifics on what users like and don't like about them.

Questions to avoid

Avoid asking questions that result in yes or no answers. If you do ask one, follow it up with 'why' or 'why not' to get to the insights you need.

Post-test questions

This is the final stage of the interview, and it's a chance for you to ask follow-up questions you missed or to ask for clarifications. These usability test questions can be more general, but you should continue to use open-ended questions to maximize the amount of information you receive.

19. Overall, what's your experience been with the website or app?

This question gives users the option to freely share insights that haven't come up yet in your questioning. Ask them for specific examples based on what they share.

20. If you could change one thing about the website or app, what would it be? Why?

You can ask this question to both new and experienced users since they have different experiences. The insights you get from this question will help you make changes to almost every part of your product. For example, you can change the onboarding process for new users or change the menu options on your website or app for more experienced users.

21. What one thing are you most excited about with the website or app? Why?

Part of your response to user questions during the testing session might be to tease about updates that are coming to your website or app. Use your usability test to gauge the interest level of users. Their response, provided they're the types of users these updates are meant for, will help you determine whether to move forward or make adjustments before launching the updates.

22. Why will you continue to use this website or app? What will stop you from using this website or app in the future?

These questions help you do two things:

Pinpoint exactly what makes your users the most satisfied about your platforms.

Identify what causes them frustration and what you need to revisit to reduce churn risk.

The most important of these two is reducing churn. The information you gather here helps you enhance your roadmap and plan for changes you know will improve the user experience.

23. How likely are you to refer this website or app? Why or why not?

This question lets you figure out your Net Promoter Score (NPS). This tells you how loyal your customers are and the likelihood they will share your product with others. The way this question works is you ask users to score how likely they are to share your product on a scale of 1-10. Users who score:

To get your NPS, subtract the percentage of detractors from the percentage of promoters. What's left is an indication of how many promoters you have compared to detractors. The higher the number, the better because you have more happy, loyal customers than unhappy ones.

Questions to avoid

Is there anything else you want to add? This question doesn't guide participants, so they aren't likely to share helpful insights. You'll be tempted to read a lot into the answers but don't - users are just sharing random thoughts. The point of testing is to be rigorous and specific about what you ask.

Will you keep using this website or app? This leads to a yes or no answer that doesn't tell you anything you haven't already gathered from previous questions.

Use transcription to manage and organize usability test questions

Depending on how often you use usability tests and the number of questions you ask, a transcription service like Rev will help you save time. Instead of interviewers worrying about taking notes and capturing quotes, they can focus on asking questions and conversing with participants.

Once you've recorded the audio that captures the answers to your usability test questions, upload the file to Rev. Within 12 hours, you'll have a transcript to review and results to analyze. With Rev, it doesn't matter if there was noise in the background of your recording, if there was more than one person speaking at a time, or if there were accents; the transcription has a 99% accuracy guarantee. Plus with the transcript editor, you can review the final transcript before sharing it with your team.

Rev's transcript editor in action
For usability tests where recording equipment isn't available or isn't working properly, Rev also gives you access to a voice recorder app. With the app, you can record high-quality audio interviews and seamlessly upload them to Rev for a full transcript. Plus, with the automated transcription feature, you can get a rough draft of your usability test interview within five minutes. This is handy when you have a quick turnaround of your analysis and need access to transcripts quickly.

Learn from your usability testing questions

The more usability tests you run, the more you'll learn about the process. Use each of your tests as a learning opportunity and to improve the process. The goal with usability tests and the questions you ask should be to have a smooth flow and accurate results that you can use to enhance or change your website or app.

Talk to a Transcription Expert

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23 Fantastic Usability Test Questions To Ask (& 11 You Shouldn't)

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Writing usability test questions sounds easy at first. You just have to ask users what they think about your product, right? But as you start brainstorming questions, you'll quickly discover that it's not so easy after all. For starters, people will interpret your questions differently based on how they're worded.

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-für Auswertung: Eyetracking/ Videoaufnahme/ Bildschirmaufnahme -> Empfehlung?
- Dokumentation -> reicht Transkription mit wichtigsten Punkten?
- Auswertung, was muss man beachten?
- Interview vor oder nach dem Usability Testing oder beides?
- Interview oder Fragebogen (System Usability Scale/ NASA Task Load Index), was ist besser?
- Wie viele Leute müssen wir befragen?
- Wie lange sollte das Interview ca. sein?

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https://xd.adobe.com/ideas/process/user-testing/usability-testing-questions-tips-examples/

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As much as we would like to think that our users are like us, they usually are not. To design a good user experience, we need to understand who our users are, what they need, and why.

User testing is a type of user research that helps you understand how people interact with your product. You can then use this information to improve your product design. But to get the most from this research, it's essential to ask the right questions. A wrong set of questions can nullify the benefits of the usability session and lead product development down the wrong path. The right user experience testing questions help you gather unbiased user opinions, which ultimately leads to better user experiences.

In this article, we will explore three major topics related to usability testing:

Usability questions to ask before, during, and after the testing;

Do's and don'ts of user testing questions;

Three useful techniques for inquiry without leading.

Define the objective of the user testing

Before you start preparing a list of questions, you need to define the objective of the user testing. What do you want to achieve, and why? A clear objective makes it much easier to create a proper list of usability questions.

Generally, user testing can be helpful when you want to:

Validate a hypothesis. Product design hypotheses typically sound like "If we [build something], then our users can [do something that brings them value]." You can validate a hypothesis by building a prototype and testing it with your users.

Find issues in existing products. You want to identify areas of friction that users face when they interact with your product. In this case, you use existing products and test them with your users.

Understand how people interact with similar products. You want to identify the benefits and drawbacks of products created by your rivals. As a part of competitor analysis, you ask test participants to interact with products created by your competitors.

While each case requires a different set of usability test questions, it is still possible to identify core questions that can be useful in every testing scenario. Here are three large groups of user testing questions:

1. Screening questions. A set of questions intended to evaluate a test participant's qualifications.

2. In-test questions. A set of questions directly related to your testing objective. In-test questions include both general questions and specific questions about your product.

3. Post-test questions. A set of questions you ask at the end of the session. These might include clarifying questions.

1. Screening questions

Finding test participants is the first step in any user testing. The people you invite to testing should represent your target audience-they should be your real or potential users. You need to specify a criterion that defines your ideal participant and evaluate all your candidates according to this standard. The user testing questions that you ask during the screening process should help you understand both the demographics and experience of your candidates.

Screening is the process of selecting the right test participants. Image credit Adobe Stock.

Here are a few questions you should consider asking during the screening process:

How old are you?

Confirming someone's age is important because participants in the wrong age range could make test results unreliable. For example, if you design a product for middle-aged people, it's better to avoid inviting young people. "How old are you?" will help you verify that test participants are within the desired range.

What's your highest level of education?

The background of your test participants often informs their actions and opinions as they interact with your product. Education level provides insight into the type of work a test participant may be doing and how they do it. For example, people with higher technical education likely use critical thinking in their work, and this skill makes it easier to interact with the product's interface. In many cases, they will be able to understand how a feature of a product works, even when this feature isn't designed very well or doesn't have a proper introduction.

What's your income level?

If you offer paid services on your website, you need to ensure that test participants can afford the service. It doesn't make much sense to invite test participants to interact with a product that offers paid services when they won't try this product in the future (just because they won't be able to afford it). In these cases, the test results will be highly biased.

What habits do you have?

Questions like, "Can you tell me about your hobbies?" or "What does your typical day look like?" let test participants talk freely about their daily routine. These questions are icebreakers, and at the same time, they help you gain more insight into your participants' behaviors (what they like and dislike) and reveal if they have any activities relevant to your research. Ask any lifestyle questions that are related to your topic or product.

How much time do you spend online?

Depending on your objectives, you might need users with varying levels of experience with digital products. Generally, the more time people spend using digital products, the more familiar they are with common interaction techniques and user interface patterns. As a result, experienced users can provide more detailed feedback.

What apps and websites do you use on a regular basis?

This user testing question will help you understand which services and related features the users interact with the most on existing apps or sites. Suppose you want to conduct user testing of your eCommerce app. What you might want to know is how confident the test participant is with online shopping tasks. If this person doesn't have any eCommerce website on their list, they are probably not interested in online shopping, and you may want to find another candidate.

How often do you [do something]?

This question will help you evaluate the user's experience level with digital products. For example, if you test an eCommerce app, you might want to ask, "How often do you shop online?" The answer will help you identify the person's familiarity with online shopping as well as their buying habits.

Which device do you typically use to [do something]?

The answer will determine which devices (desktop, tablet, mobile) users are most comfortable using when they complete a particular task. This information will be helpful when you test a particular type of interaction; for example, how well your eCommerce checkout works for mobile users. If a test participant prefers to use desktop for online purchases and, in very rare cases, switches to mobile, test results with a mobile version of your design won't be representative for this user.

Have you used this product before?

This question will help you find out if the participant is familiar with your product or not. Existing knowledge may impact participants' opinions or their ability to use your product. Depending on the goal of your testing, previous experience can either be a benefit or a drawback. For example, when you complete a major redesign of your website, you might want to validate it by testing with existing users to see that everything works fine for them. In this case, previous experience working with your website will be a major plus.

2. In-test questions

These user testing questions will help you discover important insights about user behavior when they interact with your product. In this phase, you allow participants to interact with your product, observe their interactions, and ask relevant questions. Aim to collect data that explains user behavior (i.e., why users make certain actions, why they prefer one option versus another, etc).

Can you name some competitors of this product?

This question will help you identify well-known competitors. It can be insightful to hear who test participants consider your competitors, which may be different from the ones you've already identified as such or didn't think of as competitors.

What features do you find most valuable and why?

Not all of the features that you offer are equally valuable to your target audience. Sometimes it can be surprising to know that a relatively insignificant feature offers a lot of value to users. This question will give you tremendous insights into what the majority of users find the most valuable about your product and why they think this way.

Can you give me a few examples of real situations when you would do [something]?

When test participants give you specific scenarios of interaction, the feedback becomes less abstract and more specific. This question makes test participants think about real use cases rather than generic ones. Oftentimes, participants describe cases that you may have never considered.

What do you think about this design?

Ask this question when you want to learn more about how users feel about your website or app. Open-ended questions like this one are great for collecting personal opinions about specific aspects of your design (such as aesthetics). It's possible to ask this question when you want to get a general impression of your page/screen or individual elements such as icons or microcopy. It's easy to turn this qualitative feedback into recommendations for your design.

What prevents you from completing a task?

This question should be asked in the context of an assignment. When you see that your test participants cannot complete certain actions or operations, ask them about the problems that they face along the way. This question will help you identify the roadblocks that users face while interacting with your product. The barriers might be something as simple as a lack of important information or more complex stoppers such as dead-end pages (pages that prevent users from completing a task because the next step is missing).

I noticed you [did something]. Why?

This contextually relevant question comes from observation during the test. It's an ideal question for the situation when a session moderator notices some interesting user behavior and wants to know the rationale behind it. The answer will help you reveal the motivations behind user actions.

3. Post-test questions

The moment right after the user testing session has been completed is a perfect time to ask test participants if they have questions or anything to add so you can collect more of their personal opinions.

How difficult are these test assignments? (1=very easy, 5=very difficult)

You need to ensure the instructions you share with participants are crystal clear. No matter how much time you invest in polishing test assignments, there is always a chance that something might be hard to understand for users. This question will help you to identify what assignments require additional attention.

How would you describe your overall experience with this product?

By asking this question, you make participants think about their end-to-end user experience. They will likely evaluate their journeys in your product and name a few good areas and a few areas that were bad in terms of UX. This information will help you to prioritize changes in user flows.

Alternatively, it's possible to ask the question, "What was your overall impression of this product? Rate it on a scale from 1 (Terrible) to 5 (Excellent)." Once participants answer and provide their responses, you can follow up with "why" to allow them to elaborate on their thoughts.

If you could change one thing in this product, what would it be and why?

This compelling question allows you to identify the top-priority change for your test participants. It might be a feature they miss or more intuitive navigation. The insights you get from this question will help you make your product better for your target audience.

What do you expect to see in our product in the future?

Product design backlog should always be aligned with users' needs. When multiple test participants name the same feature that they want to see in the future, this is a clear signal that you will need to prioritize your backlog.

Do's and don'ts of user testing

Now that you know what usability test questions to ask your test participants, it's time to discuss how to do it properly. In this section, I want to share some practical recommendations that will help you to gather more valuable user insights:

Do: Use think-aloud protocol

Think-aloud protocols involve participants thinking out loud as they are interacting with a product and performing specific tasks. It helps researchers understand the user's state of mind at every important step of the testing process and gives researchers an opportunity to ask contextual questions.

Do: Ask more open-ended questions

If your goal is to collect qualitative data, you should ask more open-ended questions. An open-ended question is a question that cannot be answered with a "Yes" or "No" response. Open-ended usability test questions can help researchers gather more detailed feedback from participants. Thus, instead of asking "Do you like or dislike this [feature]?" ask questions like, "What do you think about this [feature]?"

Do: Watch participant's facial expressions and body language

Emotions play a significant role in product design. The way a product makes users feel has a direct impact on user engagement. But emotions are a tricky concept to master, and it can be hard to understand the participant's emotional state because not all people are willing to vocalize their feelings. That's why it's vital to watch facial expressions and body language during user testing. Observe user interactions, focus on non-verbal cues, and you will identify areas in your product that people like/dislike. If you're interested in learning more about decoding human emotions, I highly recommend reading the book Emotions Revealed by Paul Ekman Ph.D.

Do: Ask follow-up questions

The goal of user testing questions is to have discussions with the participants and follow-up with questions such as "Why do you think so?" will help you with that. Even when users have specific thoughts or opinions, not all of them are conscious of the "why" behind their thoughts/opinions. A friendly conversation where the researcher is genuinely interested in hearing a personal opinion will put participants at ease and result in more valuable insights.

Use the "Five Whys" technique, which involves asking "why" five times to understand the participants intention or point of view. Image credit Nick Babich.

Do: Record answers on video

Video recording can be an excellent way to collect information because it allows you to capture every detail of the session. The video can be an excellent source of further in-depth analysis. Of course, any time you want to record your participants, you need to ensure that they are okay with that. Always get written permission before starting the recording and be ready to abandon it if usability questions feel uncomfortable.

Recording the usability session will allow you to refer back to it later. Image credit Adobe Stock.

Don't: Ask leading questions

Questions should guide the conversation, not lead it. People interpret user testing questions differently based on how they are worded. Leading questions (questions that lead participants to specific answers) can be a huge problem for user testing sessions because they can cause incorrect insights.

Here are a few examples of leading questions that you should avoid:

Do you like our new design more than the old one? This leading question implies the new design is better than the older one.

Does the app help you work more efficiently? Test participants will focus on finding the relevant example of work efficiency.

When do you think that feature X would be helpful? This question focuses users on thinking about specific cases for the feature.

Don't: Provide too many details

The more information you share, the more likely participants will be overwhelmed by the details. Since participants think that all information that you share with them is equally important, they will try to memorize the details. But a human's short-term memory cannot store a great deal of information, and it's easy to forget some crucial details when you hear a large amount of information. Thus, try to share only essential details-information that participants need to know to participate in the session successfully.

Don't: Provide too much guidance

Too much guidance or assistance from the usability session moderator can prevent participants from exploring your product in a natural way. Some participants might even consider too much guidance as a restriction.

Here are a few practical tips to remember to avoid negative impression:

Avoid distracting participants when they're already in the process of completing tasks. By doing that, you increase the risk of user mistakes.

If you see that a participant is going to make a mistake, do not interrupt them. Instead, allow them to fail and watch what happens next. By doing that, you will collect more detailed information on user behavior (i.e., see unexpected interaction patterns).

When participants ask for your help, you need to encourage them to find the solution by themselves. The only exception to this rule is a situation where there is no solution to their problem yet. In this case, it's better to tell participants about it to save time.

Don't: Judge the participants

Resist the urge to judge or educate your participants. You invite people to hear their genuine thoughts and opinions about your product, not the other way around. That's why it's always recommended to start the conversation with the sentence: "Remember, when I ask you some questions about this product, I want to hear your honest opinion. There are no right or wrong answers." and stick to this rule during the testing.

Don't: Take user words for granted

Not everything that participants say or do during the session represents their real behavior. When users interact with your product in a lab environment, their actions and opinions can be biased. Thus, when you have a clear outcome from a testing session and form a certain product hypothesis, you need to validate this hypothesis using other testing methods.

3 Testing techniques to inquire without leading

What should a researcher do when a participant asks them a question? Well, if you don't know what to say or are afraid to hint the participant, you can stay quiet. However, it's possible to do better in this situation. Echo, Boomerang, and Columbo are three useful approaches for usability testing suggested by Kara Pernice of NNGroup. All techniques will help you to respond to questions without stifling.

Effective user testing facilitation techniques. Video credit Nielsen Norman Group.

Let's quickly overview each approach:

Echo

With the echo technique, the researcher repeats the last phrase or word the participant said and makes it sound like a question to encourage the participant to provide more details. For example, when a participant says, "This feedback form works strange," the researcher can respond to this phrase with a question: "Works strange?" This question will prompt the participant to provide more detail and clarify their idea.

But don't overuse this technique. Participants can be easily annoyed to hear an echo question every time they share their opinion. Try to use echo only when the participant shares something that is incoherent.

Boomerang

As you probably guess from the title, this technique is all about returning the participants' own questions back to them. This technique is good for situations when participants ask for your opinion or help. For example, a participant says: "Should I click this button to complete this operation?" Since the session moderator doesn't want to guide the participant, they can reply: "What do you think?" or "What would you do if you were alone?" But remember that you need to ask the questions in a polite way. Participants shouldn't sense any notes of pressure or judgment in your tone.

Columbo

Named after a famous character, detective Columbo, portrayed by Peter Falk, this approach helps create the perception that the researchers are less aware and knowledgeable than they actually are. The goal of this technique is to make users feel like they should help a researcher.

Here is an example of how this technique works:

User: "When I click the [x] button in this window, will I leave this app without saving data"

Researcher: "So... you want to... (say only the part that you think is safe to say, pause and wait for the participant to fill the silence)

User: I'm not sure how [x] works. I believe that when I press [x] the app will save the data automatically. But there is no information about it anywhere in this window. (The user continues the conversation and shares their thoughts about the problem, the insights help you identify the area for improvement.)

The Colombo technique is more advanced than the Echo and Boomerang techniques, and it requires some preparation. You shouldn't overreact because it will make you look disingenuous. You should always use non-leading questions and do it on the fly (which can occasionally be difficult).

Good user testing leads to better user experience

User testing questions play a key role in learning about your users. When you understand how real users feel and think when they interact with your product, you can use this information to make a user's interaction with your product efficient and pleasant. Think of user testing as an investment. The more time and effort you invest in it, the more time and effort you save down the road because every product design decision will be based on actual user behavior.

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User & Usability Testing Questions: Ultimate Guide | Adobe XD Ideas

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As much as we would like to think that our users are like us, they usually are not. To design a good user experience, we need to understand who our users are, what they need, and why. User testing is a type of user research that helps you understand how people interact with your product.

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https://careerfoundry.com/en/blog/ux-design/how-to-write-usability-testing-questions/

Which of the following indicates how much you know about [problem your product is solving]?

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Understanding how real users interact with your website or application is essential to designing a good product. In this article, we will explore why usability testing is an important part of the user experience design process and how to craft effective usability testing questions. Let's dive in!

An Introduction to Usability Testing

Usability testing is a research method that helps you understand how well users interact with a product in order to improve the overall experience. Traditionally, usability testing is used to achieve the following goals:

1. Gain insight on the relative value of your product

In a competitive market, it's important to understand what makes your solution better than the other solutions people use. One of the goals of user testing, therefore, is to understand and validate your solution's unique value proposition. In other words, how does your product solve problems better than existing solutions people commonly use?

2. Understand the most important features and why they are important

In addition to your product's unique value proposition, it's important to dig deeper to identify features of your design that are the main drivers of value. This understanding will help you clarify how much time and effort is required to further develop a particular aspect of your product. Furthermore, understanding the tasks, features, and user flows that derive the most value will guide you in creating more efficient, user-friendly designs.

3. Identify pain points in the user experience

Pain points are points of friction within the user experience that make a user's interaction with your product inefficient or unpleasant. Pain points are usually related to:

1. Navigation issues;

2. A users' misunderstanding of your messaging or content (for websites and mobile apps);

3. A misalignment between what the user expects and what happens, or;

4. Experiences that keep the user from completing their goal in using your product. Usability testing is conducted to help designers uncover these pain points and find ways to redesign product features to overcome them.

4. Explore what people are doing with your solution and why

Lastly, and perhaps most importantly, usability testing will help you understand users' actual behaviors. It's true that people often say one thing and do another. Therefore, it's up to the user researcher or designer to become an unbiased observer of the actual interactions that take place between a user and a product. It's also important to follow-up your observations with probing questions that reveal the hidden motivations behind user behaviors.

Usability Testing Questions

Getting the information you need to design a product begins with asking the right questions. Usability testing sessions can be divided into three main phases of questioning: pre-testing, testing, and post-testing.

Pre-testing Questions

In this phase, the goal is to collect background information on the users engaging in the testing session. Pre-testing questions should enable you to:

1. Uncover user demographics;

2. Understand the existing approach to solving the problem your product aims to solve, and;

3. Explore the user's prior knowledge with respect to your product and the domain in which your solution exists.

1. User Demographics
Understanding the user's background and demographics is important to narrow down your target market and identify factors that may affect use of your product. Example questions include:

To get started, can you tell me briefly about yourself?
[Probe:] What is your current occupation?
[Probe:] What is your household composition?

On a scale of 1 to 5 (1=not at all confident, 5=very confident), how would you rate your level of confidence in using your mobile phone for [one or several tech savviness-related activities]?

2. Existing Approaches
It's also important to ask questions that give you a clear indication of what the ideal experience would be like. This type of questioning provides insight on the relative benefits of your product. Example questions include:

How often do you [description of tasks related your product]?
[Probe:] When was the last time you engaged in this task?
[Probe:] What tools do you use, if any, to help with this task?
[Probe:] Please describe your experience with this tool.
3. Prior Knowledge as a Baseline
Lastly, it's helpful to evaluate users' awareness of the problem your product is solving. Prior understanding can play a significant role in product usage. An example question includes:

Which of the following indicates how much you know about [problem your product is solving]?
[Option 1:] I don't know anything about that.
[Option 2:] I know a little, but I could learn more
[Option 3:] I am an expert.

Testing Questions

In this phase, the goal is to allow the user to interact with your product, while uncovering pain points within the experience. Testing questions should enable you to:

1. Identify why users engage or disengage with the product;

2. Understand how can you increase the product's ease of use, and;

3. Explore how to increase users' overall satisfaction with your product.

1. Observing User Behaviors
Defining specific tasks for users to achieve while using the product is critical to testing. In addition, it's important to observe the user's actual interactions and how these interactions relate to a pleasant or unpleasant user experience. Example questions include:

What are you thinking as you view [specific page or feature]?

If you were looking for [information], where would you expect to find it?

How was the experience of using the product to complete this task?
[Probe:] What are your thoughts on the language used?
[Probe:] How easy or difficult was it to navigate?
[Probe:] What are your thoughts on the design and layout?

[Internal] How long did it take the user to complete this task?

2. User Motivations for Behaviors
After observing user behaviors, it's important to understand the "why" behind user interactions. This feedback provides greater insight into what improvements should be made in order to align your product with user expectations. Example questions include:

Why did you navigate to [Page A] instead of [Page B]?

What motivated you to click [a specific interaction]?

Post-Testing Questions

In this phase, the goal is to gather feedback on the overall user experience. Post-testing questions should enable you to comprehensively evaluate the performance of each task, connected together to form a seamless and cohesive experience.
1. End-to-End User Experience
An evaluation of the end-to-end user experience provides insight into any changes that need to be made to the workflow within your product experience, such as a feature within an application that feels disconnected from another. Example questions include:

How would you describe your overall experience with the product?

What did you like the most about using this product?

What did you like the least?

What, if anything, surprised you about the experience?

What, if anything, caused you frustration?

2. Overall User Impression
Post-testing questions should also provide insight into the user's impression with the product. Example questions include:

On a scale from 1 to 5 (1=not at all likely, 5=very likely), how likely are you to recommend this product to a friend?

How frequently would you use this product?
[Option 1:] Never
[Option 2:] Very Rarely (once per month)
[Option 3:] Rarely (2-3 times/month)
[Option 4:] Occasionally (2-3 times/week)
[Option 5:] Frequently (1-2 times/day)
[Option 6:] Very Frequently (3+ times/day)

Usability Testing Questions: Key Takeaways

As a UX designer, one of the most important skills is the ability to uncover user behaviors in relation to your product. Usability testing is one method to place in your toolbox, and one of the best ways to understand how real users experience your website or application. Check out come of the resources below for more insight on how to approach your user testing sessions.

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How To Write Effective Usability Testing Questions: A Beginner's Guide

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Understanding how real users interact with your website or application is essential to designing a good product. In this article, we will explore why usability testing is an important part of the user experience design process and how to craft effective usability testing questions. Let's dive in!

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https://www.hotjar.com/usability-testing/questions/

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Usability Testing Questions: Asking the Right Questions | Hotjar

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A list of 40+ questions to incorporate into your user testing process.

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https://docs.google.com/document/d/1IZy5RpElzqzwY2h-iOC8qtW7Ox7y5G1XK0ZEAKEMyiU/edit?usp=sharing