The Ultimate Guide to Usability Testing

Welcome to the ultimate guide to usability testing! Usability testing is essential for creating digital products – whether on desktop, mobile, or apps, that meet user expectations and deliver a smooth experience. This guide walks you through everything you need to know, from planning and conducting tests to analysing the results.

What is Usability Testing?

Usability testing involves observing real users as they interact with your product to uncover pain points and areas for improvement. It’s about seeing your product through your users’ eyes, identifying what works well and understanding where users may struggle.

Why Usability Testing is Important

Whether you’re developing a website, app, or any digital tool, usability testing offers valuable insights that can lead to increased satisfaction, better engagement and higher conversions. Here are some of the top benefits:

• Improve UX: By identifying pain points, you can streamline the experience, creating a product users enjoy.
• Data-Driven Decisions: Usability testing provides actionable data, allowing you to make informed design choices rather than relying on assumptions.
• Stand Out from Your Competitors: Products that are easy to use often stand out in crowded markets. Usability testing gives you the edge by making your product more intuitive and enjoyable than those of your competitors.
• Optimise for Mobile Experiences: Usability testing helps ensure your product delivers a smooth, user-friendly experience on mobile devices. As mobile use continues to grow, optimising usability on smaller screens can enhance accessibility and boost engagement.
• Spot Issues Early: Fixing usability issues early in the design process is more cost-effective than making changes post-launch.
• User-Centered Design: Usability testing ensures your design aligns with real user needs, leading to a more user-centered product.
• Increase User Satisfaction: A smoother experience means happier users, which can lead to loyalty and repeat usage.
• Boost Conversions: Usability testing can help identify obstacles to conversion, allowing you to optimise user flows.
• Stay Relevant with Changing User Needs: User expectations and market trends shift quickly. Regular usability testing keeps your product up-to-date and responsive to changes, so it continues to be valuable and user-friendly over time.
• Boost Your Brand Reputation: A product that’s easy to use reflects positively on your brand. Meeting user expectations can lead to great reviews, strong word-of-mouth and a positive brand image that resonates with your audience.

Types of Usability Testing

Usability testing can take different forms depending on your goals, resources, and the stage of product development. Mobile and app usability testing applies across these types, with special attention to touch interactions, screen sizes, and on-the-go contexts. Here are some common types:

1. Moderated vs. Unmoderated Testing
   • Moderated Testing: A researcher guides users through tasks, answering questions and observing their interactions in real-time.
   • Unmoderated Testing: Users complete tasks on their own, without guidance. This approach can reveal how users interact with the product in a natural setting.
2. Remote vs. In-Person Testing
   • Remote Testing: Users test the product from their own environment, which can save time and reduce costs.
   • In-Person Testing: Users and researchers interact in the same location, often in a controlled environment like a UX lab, which allows for detailed observation and analysis.
3. Exploratory vs. Comparative Testing
   • Exploratory Testing: Focuses on discovering user behaviours and potential usability issues.
   • Comparative Testing: Compares different versions of a product or feature to determine which performs better.
4. Guerrilla Testing
   • Guerrilla testing involves conducting quick, informal usability tests in real-world settings, like a coffee shop. This method is ideal for early-stage feedback and is highly cost-effective, though it may not provide the depth of other testing types.

Summary table

Testing Method	Description	Best For
Moderated Testing	A researcher guides users through tasks, observing interactions in real-time.	Complex tasks, in-depth insights, observing live interactions.
Unmoderated Testing	Users complete tasks on their own, without guidance, providing insights into natural behaviour.	Quick insights, large sample sizes.
Remote Testing	Conducted online, with users participating from any location.	Cost-effective, broader geographic reach.
In-Person Testing	Conducted in a physical location, like a UX lab, with direct observation.	High control over environment, ideal for detailed analysis.
Guerrilla Testing	Quick, informal testing in public spaces like cafes or events, with participants completing tasks.	Early-stage feedback, low-cost insights.

If you need in-depth insights and have a controlled environment, in-person moderated testing may be ideal. For broader audience insights on a smaller budget, unmoderated remote testing works well.

Steps to Conducting Effective Usability Tests

Define Your Goals and Objectives

Before testing, outline what you want to achieve. For example, are you looking to improve navigation, reduce drop-off rates, or understand user pain points in a specific feature? Clear goals will guide the entire testing process.

Recruit Participants

Your participants should reflect your target audience. Consider their demographics, experience level and familiarity with similar products. Aim for 5-10 participants for each test to gather meaningful insights without overwhelming your team with data.
Learn how to recruit users for UX testing

Define Scenarios, Tasks, and Metrics

Develop tasks that reflect real user goals. For example, if testing an e-commerce site, a task might be: “Find a red dress, size M, and add it to your cart.” Keep tasks simple and realistic, focusing on common actions.
Prepare a script that outlines the introduction, instructions for each task, and questions to ask. This script helps guide the session and maintain consistency.
Decide on key metrics, like task success rate, time on task, and error rate, to objectively measure user performance and identify areas for improvement.

Set Up the Environment

Ensure the testing environment is ready and free from distractions, whether in-person or remote. This includes setting up devices, any necessary software, and ensuring stable internet connections for remote tests.
Make sure any screen recording or usability testing tools are functioning correctly.
If conducting in-person tests, arrange the space to make participants comfortable and ensure observation equipment (like cameras) is set up discreetly.

Conduct the Test

During moderated tests, observe participants closely but avoid leading them. Take notes on any signs of confusion, hesitation, or frustration. For unmoderated tests, use tools that record user interactions to analyse later. Include follow-up questions after tasks to understand participants’ thought processes and any issues they encountered.

Analyse the Results

After testing, review your data. Look for patterns in user behaviour, such as common areas of confusion or friction. Use both qualitative insights (user comments, body language) and quantitative data (task completion rate) to form a complete picture.

Create a Usability Report

Summarise findings in a usability report. Include an overview of the main issues, supporting evidence (quotes or screenshots) and actionable recommendations for improvements. Prioritise fixes based on severity and impact.

We’ve put together a FREE downloadable Checklist for Preparing a Usability Test. Download the Usability Testing Checklist here

Key Metrics to Track in Usability Testing

Tracking the right metrics helps you measure usability objectively. Here are some key metrics to consider:

• Task Success Rate: The percentage of users who successfully complete a task. High rates indicate that users can easily navigate your product.
• Time on Task: How long it takes for users to complete each task. Longer times may suggest confusion or inefficiencies.
• Error Rate: The frequency of mistakes or missteps users make. High error rates can highlight usability issues.
• User Satisfaction: Often gathered through post-test surveys, this provides insight into users’ overall experience and comfort level with the product.

What to Do After Testing

1. Implement Quick Fixes
   • Address minor but impactful issues first, such as adjusting the position of an important button or renaming confusing labels. These ‘quick wins’ can immediately improve user experience with minimal effort.
2. Plan for Larger Updates and Redesigns
   • For more complex issues that require significant changes, such as reworking navigation, restructuring content, or redesigning major features – develop a phased approach. Begin with wireframes or prototypes to explore potential solutions and test these early versions with users to ensure they’re on the right track.
3. Prioritise for Iterative Testing
   • Plan follow-up usability tests to verify that both quick fixes and more extensive updates are genuinely improving the user experience. Consider testing multiple iterations of complex changes to ensure solutions align with user needs and expectations.
4. Communicate Findings with Stakeholders
   • Share usability testing insights in an accessible format, such as a presentation or summary report, highlighting high-priority issues and proposed solutions. This fosters alignment across teams and reinforces the importance of usability in product development.
5. Monitor and Track Changes Over Time
   • Implement analytics to track user behavior after updates are rolled out. Keep an eye on metrics like reduced error rates, improved task completion times and positive user feedback as indicators of successful changes. This ongoing monitoring allows you to catch any new issues early.
6. Create a Usability Testing Log for Future Reference
   • Create a central repository for findings and solutions. Documenting these insights builds a valuable resource for future projects, enables new team members to understand past decisions and helps you track the long-term impact of usability improvements on the product’s success.

Best Practices for Effective Usability Testing

1. Avoid Leading Questions: Ask open-ended questions to avoid influencing users’ responses. Instead of “Did you find that easy?” try “How was that experience for you?”
2. Stay Neutral: Don’t intervene if users struggle. Observing how they overcome challenges can provide valuable insights into usability issues.
3. Record Sessions: Recording allows you to review sessions in detail, share findings with stakeholders and refer back to specific user behaviours.
4. Test Early and Often: Conduct usability tests at multiple stages of the product lifecycle. Early testing identifies major issues, while later testing ensures refinements align with user needs.

Common Usability Test Mistakes to Avoid

• Testing Too Late: Waiting until the final stages of development can result in expensive fixes.
• Using the Wrong Participants: Ensure participants match your target audience to get accurate insights.
• Skipping Analysis: Observing users is only the first step; meaningful improvements come from in-depth analysis and prioritising key fixes.
• Having Too Many Observers: Limit the number of observers physically present with the participant. Typically, one or two observers in the room is enough. Consider remote observation for additional team members.
• Failing to Document Findings: Detailed documentation helps in understanding patterns and communicating results to stakeholders. Without it, insights may get lost or misinterpreted.
• Not Acting on Results: Usability testing is only effective if you act on the findings. Make sure there’s a clear plan to implement the recommended changes.

Common Usability Issues and Solutions

Confusing Navigation

• Issue: Users struggle to find sections or features due to unclear or overly complex menus.
• Solution: Simplify navigation labels and use a consistent structure. Add breadcrumbs for better context and prioritise the most critical sections to make navigation intuitive.

Cluttered or Overwhelming Interface

• Issue: Too many elements on the screen can overwhelm users and make it hard to focus on key tasks.
• Solution: Use white space strategically and employ a visual hierarchy to guide users’ eyes. Use headings, subheadings and consistent font sizes to organize information.

Small Touch Targets

• Issue: Buttons or links are too small or too close together, causing users to accidentally tap the wrong elements.
• Solution: Increase target size to at least 48×48 pixels and provide sufficient spacing between interactive elements to improve touch accuracy.

Cluttered Small Screens

• Issue: Attempting to display too much information or too many options on a small screen can overwhelm users and hinder usability.
• Solution: Prioritise essential content and actions, use collapsible menus or carousels to simplify navigation, and ensure a clean layout to avoid visual clutter.

Poor Readability

• Issue: Text that is too small, cramped, or doesn’t adjust to different screen sizes can reduce readability and accessibility.
• Solution: Use a minimum font size of 16px for mobile, employ responsive typography, and ensure good contrast between text and background colors for readability.

Slow Load Times on Mobile Networks

• Issue: Mobile devices often connect over slower networks, causing delayed loading times that lead to high drop-off rates.
• Solution: Optimise images, use lightweight code, and enable caching to reduce load times. Prioritise visible content first to ensure the most important elements load quickly.

Long or Complex Forms

• Issue: Users abandon forms when they feel they’re too lengthy, unclear, or intrusive.
• Solution: Break forms into steps, highlight only essential fields and provide inline assistance for complex fields. Clear labels and error messages help avoid user frustration.

Unclear Calls to Action (CTAs)

• Issue: Users may miss important actions if buttons or links lack clarity or visibility.
• Solution: Use descriptive text for CTAs (e.g., “Get Started” instead of “Submit”) and make buttons prominent by using contrasting colors and adequate spacing around them.

Slow Page Load Times

• Issue: Pages that take too long to load lead to high drop-off rates.
• Solution: Optimize images, use efficient coding practices and prioritise loading visible content first. Ensure the back-end infrastructure is capable of handling traffic spikes.

Unintuitive Search Functionality

• Issue: Users can’t find what they’re looking for if the search function isn’t effective.
• Solution: Implement predictive search, add filters and make sure the search bar is prominently located. Also, allow for error tolerance in spelling or phrasing.

Final Thoughts

Usability testing is a powerful tool for understanding how real users interact with your product, by helping you identify pain points, refine user flows and enhance overall satisfaction. This approach doesn’t just improve your product, it strengthens brand loyalty and boosts conversions, ultimately benefiting your business.

At Keep It Usable, we have years of experience conducting moderated usability tests for top brands like BBC, Nandos, Co-op and Vodafone. Our in-depth approach provides actionable insights that align with real user needs, ensuring that your product is not only functional but also enjoyable to use.

Learn more about our Usability Testing service

By spotting issues early, improving user satisfaction and refining your design, usability testing ensures that your product meets user expectations and drives better results.

No matter where you are in your product journey, usability testing provides insights that help create intuitive, engaging and user-friendly experiences. Let’s work together to create products that people love to use.

Download Your FREE Usability Testing Preparation Checklist

This checklist is designed to guide you through each essential step in preparing an effective usability test. Whether you’re running moderated, unmoderated, remote, or in-person sessions, this tool helps ensure that no detail is missed. By following the checklist, you’ll be better equipped to gain meaningful insights that drive user-centered design decisions.

How to Use This Checklist

1. Print or Download: This checklist is formatted for both digital and print use, so you can download it to track progress on your device or print it to use in real-time.
2. Follow the Steps: Each section covers a different part of the usability testing preparation process, from defining objectives to final setup. Use the check column to mark off each task as it’s completed.
3. Add Notes as Needed: If you’re working in a team or planning multiple tests, jot down notes next to each item to document specifics, such as participant demographics or test objectives.
4. Track Your Progress: This checklist is sequential, but feel free to complete steps in the order that suits your project. Use it to stay organized and ensure that every aspect of your test is ready to go.
5. Review Before Test Day: Once the checklist is fully checked, review it as a final walkthrough to confirm that everything is prepared, especially critical elements like participant recruitment and test scripts.

Download FREE Checklist

Further reading

• Usability Testing 101 – A comprehensive overview from the Nielsen Norman Group, covering the fundamentals of usability testing.
• Understanding remote usability testing and how to conduct it – Maze offers a practical guide to remote usability testing, a popular option for gathering insights from a wide audience.
• What Is Usability Testing? – An overview of Usability Testing by by Baymard.

You might also like:

• What is User Testing?
• The Ultimate Guide to User Testing
• How to recruit users for UX testing (plus FREE recruitment template)
• What’s the real difference? Face-to-face versus Remote user testing