Working with KPIs to Usability Tests
Based on the latest usability tests I’ve done, I would like to share one method that I have been using to maintain the performance of the usability tests and how to present their results to stakeholders.
Researching about KPIs creation to UX, I have found three factors to be the most consistent. These are: Conversion, Usability and Engagement. Thus, I’ve decided to start with them, since I have never used this method before.
Specifying the 3 KPIS:
Conversion, in this case, can be the completeness rate. What percentage of users have completed the task?
Getting: You can get it by observing if the user is able to complete the task.
Measuring: To extract the percentage, you just need to know how many tasks have been completed vs how many task haven’t .
Although it seems qualitative, it’s possible to measure the level of user satisfaction and to elect which feature, for example, the user most liked.
Getting: To understand the level of user satisfaction, beyond your observation of what the user says or their behavior, you can also ask the user to rate their level of satisfaction after finishing the task.
You can question the user or use a Google Form:
Measuring: After that, you will know which features the user has liked the most and the least. In this moment you can extract a percentage. The results might surprise you.
Usability can consist in the level of difficulty and the time it takes for users to complete the task.
Getting: This indicator can be calculated by observing how much time the user spent to finish the task, which path he took and if he made many “mistakes” while completing the task.
Measuring: Now, that you know which tasks were the easiest and which were the most difficult, you can show the percent of this conclusion. You can also highlight which tasks were completed in less time compared to the completion rate of older software, if you have this information for show the evolution.
Compiling the data
Create a spreadsheet to save the data. If you use some management software, you can input the number of tasks.
How you can show to Stakeholders
Like a UX Designer you need to show the results compiled from the usability tests. In this moment you must be objective, bringing to the stakeholders a clear vision about the positive points, negative, and insights about how the user experience can be improved.
You also can bring a sample of user navigation for your product, like a screen recording or a printscreen.
If you are creating an app that will substitute the current app, you should show data comparison so that the stakeholders can have an idea about the evolution and the importance of this work. The comparisons are excellent to show the product value and the work that we have being doing.
“ The comparisons are excellent to show the product value and the importance of the work that have being doing.”
Creating a presentation
Here there is an example of how you can create a presentation of the results, but don’t forget, there are no limits for this process, everything depends on your creativity and the business’s needs.
Good for everyone, mainly for the user
After this work we feel a maturity when the subject is completing the usability tests. To supply the KPI’s, we need to be more detailed and now we can use case situations that we didn’t have knowledge about before. We believe that also gives more credibility to this important stage of the development and will help us improve the user experience.