Usability Testing

Usability testing is a a way to uncover issues with your service by testing it with real users. Users perform a series of tasks while being observed to see where they encounter problems or become confused. By testing with multiple users, recurring issues will be identified as areas of improvement.


  1. Identify what areas you want to test

  2. Create a list of tasks for users to complete

  3. Conduct the test. Have one person moderate and one person to take notes. If possible, try to video record the session for later analysis

  4. Compile all your findings from the test to identify areas of improvement. These may be small usability issues or larger problems with the whole service


  • A majority of usability issues will be uncovered after 3 to 5 participants.

  • Avoid helping or leading participants while completing a task

  • Remind participants you are testing the service, not them. Any issues they encounter is a problem with the service, not their inability.