What is usability testing?

Usability testing is a UX research method that focuses specifically on the usability of a product. You can use it to test the functionality of your website, app, product, or service with real people by asking them to complete a series of tasks and then observing and noting their behavior and reactions.

It’s a useful way to identify issues and measure how easily users can accomplish given tasks when using your product, so you can make iterative improvements to your designs.

For example, say you’re designing a landing page for a new product feature and want to test the effectiveness of the messaging. You could conduct a five second test, showing participants a screenshot of the new webpage for five seconds and then asking them to recall what the page is about.

The question might be something like, “Based on the messaging you saw, what do you think this webpage is about?” or “What do you think this feature offers?”.

You could then gather and analyze the responses to see if the messaging effectively communicates the feature’s purpose. If the majority of participants are able to correctly identify the purpose, you’re probably on the right track. If not, you might need to tweak the messaging to make it more clear and informative.

This is just one example – there are a number of methods you can use depending on your specific use case. 

You can run a usability study at any point in the design process. In fact, the earlier the better. You can also test with low-fidelity and high-fidelity prototypes, and continue to test with your users well after your product launches.

What usability testing isn’t

Before we get into the rest of the chapter, it’s worth mentioning here that there are several UX research methods that test user experience but aren’t considered usability testing. These include:

• A/B testing: This is a useful method to validate whether a certain design works or resonates with your target audience, but it can’t tell you why one version is better than the other.

• Focus groups: The goal of focus groups is to learn about people’s opinions, behaviors, and preferences about a topic or product. It’s not to test how the group uses that product.

• Surveys: A survey doesn’t allow you to observe participants using your website or product, although they can be a useful tool when used in conjunction with usability testing. 

What happens in a usability test?

During an in-person moderated usability test, a moderator asks a participant to complete a series of tasks while they observe and take notes. These tasks can be specific or more open-ended. 

Participants are representative users of the product (e.g. they already use the product or are in the target audience) and tasks are activities the participant might perform in real life when using the product.

By observing participants using the product, you can see how easy or difficult it is to complete tasks and whether participants are enjoying the experience. Asking participants to explain their process and provide feedback also gives useful data. These insights can then identify pain points and you can make recommendations on how to improve the design (we’ll get into this in more detail in the chapter on analyzing usability test results).

If you’re running an unmoderated usability test you won’t be able to observe a user’s actions or ask them questions in real time, but the usability testing tool you’re using should be able to gather similar data. 

What’s the difference between user testing and usability testing?

These two terms are often used interchangeably, which can be a bit confusing! So let’s take a moment to look at how the terms “user testing” and “usability testing” are often used across the UX industry.

Some define user testing as the process of validating the demand for a product or service, while usability testing is the practice of testing your designs or product with users by getting them to complete a series of tasks.

Going by these definitions, user testing would typically come before usability testing – the goal is to determine whether users need a product or service. It can also test target audiences to better understand their needs and frustrations. Usability testing can then happen at any stage of the design process to test how users use the product.

Put another way, user testing is user-focused. It asks if users want a particular product, or what product would benefit them. Usability testing is product-focused. It puts your product in the hands of users to test how it works for them.

The two methods have several shared characteristics. They both have an end goal to create a design solution that meets user needs, they both involve observing and listening to users and getting their feedback, and they both look for ways to meet user needs and address pain points.

When trying to work out which method is right for you, focus on your goals, your research questions, and what stage of the product development process you’re in. 

Bookmark our UX dictionary for an A–Z glossary of user experience terms. 

What are the benefits of usability testing?

Now that we understand what usability testing is (and what it isn’t), let’s look at some of the benefits you can gain by testing your designs.

Identify usability problems

Is your design usable and intuitive enough for users to accomplish their goals? Usability testing can reveal areas of confusion and frustration, and uncover opportunities to improve the user experience. It can also reveal accessibility issues and ensure your designs are inclusive of different audiences. The earlier you identify and fix issues, the less time and cost implications you’re likely to face later down the road.

For example, usability testing can help you identify navigation issues in your design. By observing users as they navigate through your product, you can pick up on any confusing or unclear navigation elements, such as labels, buttons, or menus. You can then use this information to make it easier for your users to find what they’re looking for.

Validate your prototypes

Conduct prototype testing and collect qualitative and quantitative data by identifying how long it takes participants to complete a task using your prototype, asking how satisfied they are with your product, the level of effort or difficulty completing a task, and so on. You can analyze and use this data to make recommendations about how to improve the design.

Learn about the behaviors and preferences of your users

Beyond testing functionality, usability testing is a good way to grasp the use cases of your product and understand your audience better. By observing and recording how users interact with your product, you can gain a better understanding of their needs, pain points, and motivations. You can use this information to tailor your product to meet the specific needs of your users, and create a better overall user experience. 

Build empathy

Empathy is a key element in user-centered design. Usability testing can be a good way to develop empathy about the people using your product and look at things from their perspective. 

It can also help to build empathy with your team and your stakeholders. By working together to observe and analyze user behavior, team members can develop a shared understanding of the user experience and build a culture of empathy and collaboration. This can help to foster better communication and collaboration, leading to more effective problem-solving and decision-making.

Uncover opportunities to improve

Usability testing can help you discover opportunities to design for needs you’ve overlooked. You can identify areas where your product falls short and come up with creative improvements. For example, you might discover that users are confused by a certain aspect of your product's interface. Armed with this knowledge, you can make design changes to address these issues.

Confirm your product meets user expectations

The expectations and preferences of your users can change over time. By conducting rounds of usability testing after your product launches, you can gather feedback from real users to make sure that your product continues to meet their needs and expectations. By regularly testing and making iterations to your product, you can continue to improve the user experience and maintain a competitive edge in the market.

When should you do usability testing?

We encourage you to conduct usability testing iteratively throughout the design process. Start testing early and often to make informed design decisions and, ultimately, more usable designs.

Here are some tips on when to run usability testing throughout your design process.

Before you design

If you’re redesigning a section of your website or app, running a usability test before you start can help you identify areas of the current design that are causing issues for users. By understanding these friction points, you can prioritize areas for improvement in your redesign and make sure that your updated design meets the needs and expectations of your users. This can ultimately lead to higher user satisfaction. 

Conducting usability testing before starting your redesign can also help you establish baseline metrics so that you can track progress as you make improvements.

Conducting usability testing when developing a brand-new design can also be valuable. For example, you could conduct preference testing to gather user feedback on different design concepts. By involving users early in the design process, you can gather insights to inform your design choices. This can help you create a design that’s not only visually appealing, but also meets the usability and functionality expectations of your target users. 

Here are some Lyssna templates to help you get started:

• Test your icon designs

• Evaluate logo and brand appeal

• Test branding visual appeal

Once you have a prototype

Prototype testing is an iterative process that involves testing and refining your designs as they evolve from low-fidelity to high-fidelity prototypes. By conducting prototype testing at each stage, you can catch issues and design flaws early on, saving time and resources in the long run. As your prototype becomes more refined, you can test it with more users to gather further feedback. 

Here's a Lyssna prototype test template to help you get started:

• Assess early prototypes

Prior to launching your product

Prior to launching your product, it’s important to conduct usability testing to make sure that it’s user-friendly and meets the needs of your target audience. At this stage, you should have a high-fidelity prototype that accurately reflects the final design of your product. You can use this to test your product with real users and evaluate the usability of your design.

Usability testing prior to launch can help you identify any issues or pain points that might prevent users from achieving their goals with your product. It can also help you to uncover any last-minute changes that are necessary before launch.

Here are some relevant Lyssna prototype test templates you can adapt to suit your needs:

• Refine your checkout process

• Assess website conversion flow

Regularly after your product launches

As we mentioned above, regularly testing your product after it launches can help you make sure that it continues to meet the needs of your users and remains effective. This can involve testing for usability and functionality, as well as gathering feedback on new features or updates. 

By regularly conducting these tests, you can identify any issues or areas for improvement, and make updates or changes as necessary. Additionally, ongoing usability testing can help you stay competitive in the market by keeping your product up-to-date and meeting the changing needs of your users.

Here are some relevant Lyssna survey templates to help you gather user feedback:

• Get quick customer satisfaction feedback

• Gather NPS survey feedback

Types of usability testing

There are various types of usability testing to choose from. In fact, there’s more than you might think – moderated, unmoderated, in-person, remote ... Let's explore these options in more detail, along with some top tips on how to choose between them.

Moderated usability testing

In moderated usability testing, a moderator observes test participants and interacts with them to ask questions and prompt feedback. The moderator can ask the participant to think out loud, as well as ask follow-up questions and clarify responses to gain a deeper understanding of the participant’s experience. 

During a moderated usability test, the moderator guides participants through a series of tasks and provides support or clarification as needed. They can also provide a comfortable and supportive environment for participants to feel at ease and share their honest feedback.

Moderated usability testing is useful for testing complex or sensitive tasks, as well as for gathering in-depth feedback from participants. It can be conducted in-person or remotely using online testing or video conferencing tools.

In-person moderated usability testing

In-person moderated usability testing involves bringing participants into a physical location, such as a lab or conference room, to test a product or prototype. It involves a moderator guiding participants and observing their behavior in real-time. 

In-person testing can be particularly useful when you’re testing physical products or gathering detailed qualitative feedback. It allows you to observe nonverbal cues and body language, which can provide useful insights into user behavior. Additionally, participants can ask questions and receive immediate feedback, which can enhance their overall testing experience.

In-person testing is more time-consuming and expensive than remote testing methods. It requires a physical location and may require the support of a research ops team to manage logistics such as scheduling, recruitment, and incentives. Additionally, participants may feel more pressure to perform in an in-person setting, which can affect their behavior and feedback.

Unmoderated usability testing

Unmoderated usability testing is conducted remotely and asynchronously, without the presence of a moderator. Participants are given a set of tasks to complete, and their interactions are recorded and analyzed for usability issues. 

This type of testing is often conducted using a specialized tool like Lyssna, which allows you to set up and distribute tests to many participants. 

Unmoderated usability testing offers several advantages over moderated testing, including greater scalability, cost-effectiveness, and the ability to reach a more diverse range of participants. However, it also has some limitations, such as the lack of an opportunity to ask participants questions in real-time.

What is remote usability testing?

Remote usability testing is a form of usability testing where test participants are located in a different location from the researcher or moderator. Sessions can be moderated or unmoderated. It’s typically conducted using online testing tools or software that allows you to observe and record the participant's interactions with a website, app, or prototype. 

What are the advantages of remote usability testing? 

Here are some of the advantages of running remote usability testing:

• Convenience: Remote usability testing allows you to test participants from anywhere, which can save time and money on travel expenses.

• Flexibility: For remote moderated tests, you can schedule sessions at a time that’s convenient for you and the participant, which can help increase participation rates. For remote unmoderated tests, participants can complete the test at a time that works best for them.

• Large sample sizes: You can recruit many participants from a wide range of demographics, which can help increase the statistical power of your results.

• Improved participant comfort: Participants can complete tests in the comfort of their own environment, which can lead to more natural behavior.

• Collaboration: Multiple stakeholders can observe testing sessions remotely, which can facilitate collaboration and feedback.

What are the disadvantages of remote usability testing?

Despite its pros, there are some drawbacks to remote usability testing, such as:

• Technical issues: Remote testing requires a stable internet connection and access to the software you’re using, which can be a barrier if you or your participants have any technical issues.

• Limited observation: With remote testing, you might not be able to observe nonverbal cues or the physical environment of the participant, which could limit your insights.

• Limited control: You have less control over the testing environment and might not be able to provide immediate assistance to participants if they encounter issues.

• Limited engagement: Remote testing may lack the same level of engagement as in-person testing, which can impact participant motivation and attention.

When should you choose remote vs in-person usability testing?

You can run a remote usability test at any time during the development process. It can be a good option in various situations, such as:

• When you want to test with participants who are geographically dispersed and can’t easily come to a physical location for testing.

• When you have a limited budget. Remote testing can be more cost-effective and easier to organize than in-person testing.

• When you want to get quick feedback on a product or design. Remote testing can be set up and run relatively quickly.

• When you want to test a product with many participants. Remote testing can often accommodate more participants than in-person testing.

• When you want to test a product with participants who are more comfortable in their natural environment. Remote testing allows participants to use their own devices in their own space.

Top tips for remote unmoderated usability testing

If you’ve decided that remote is the way to go, here are some things to bear in mind.

Choose the right remote testing tool

There are many remote usability testing tools available, so make sure to choose a usability testing tool that suits your needs and budget. Consider factors such as ease-of-use, features, and support.

Prepare your test participants

If you’re running a remote moderated test, send clear instructions to your participants ahead of time. Double-check they have the necessary equipment and software to participate in the test.

If you’re running a remote unmoderated test, be sure to share your goals and include clear instructions and an explanation of the scenario and test task.

Set up your testing environment

For remote moderated tests, make sure that you have a quiet and distraction-free testing environment, with a reliable internet connection. Consider appropriate lighting, headphones, and a microphone, if needed.

Monitor the test

In a remote moderated test, keep an eye on the test as it’s happening, and be available to answer any questions that participants may have.

Record the session

Record the session so you can review it later and make note of any insights.

Debrief your test participants

After the test, debrief your participants and thank them for their time. Ask for feedback on the testing process and any areas for improvement.

You can still do this if you’re running a remote unmoderated test. For example, in Lyssna you can add a short or long-text question at the end of the test asking for feedback, or a linear scale question such as “How easy did you find this task?”, with 1 being not at all easy and 5 being very easy. You can also personalize the end screen with a thankyou message.

Analyze and report the results

Finally, analyze the results and report your findings to your team and other stakeholders. Use these insights to make improvements to your product or service, and repeat the usability testing process with your next iteration. We go into more detail about this in the analyzing usability test results chapter.

How to do usability testing

Lets walk through the usability testing process step-by-step. By following these steps, you’ll be well on your way to conducting effective usability tests and gathering valuable insights.

1. Brief your usability testing participants

Briefing your test participants will vary depending on the type of testing you're conducting, whether it’s in-person, remote, moderated, or unmoderated.

No matter the test, it’s important to provide your participants with clear and concise instructions, address any questions or concerns they may have, and make sure they understand the testing process and expectations. 

If you’re conducting moderated testing, you might want to write a usability testing script ahead of time. A well-structured and thorough briefing can help your participants feel more comfortable and confident during the testing session, which can lead to more reliable and valuable feedback. 

Here are some general guidelines to follow when briefing your participants.

Briefing moderated in-person usability test participants

• Start with an overview: Begin by providing an overview of the testing process, including the goals of the study, the tasks you’re asking participants to perform, and the type of feedback or data you’re looking to gather.

• Explain the testing process: Provide a step-by-step explanation of how the testing session will be conducted, including any equipment or tools participants will be using, and the order they’ll complete the tasks.

• Clarify expectations: Clearly explain what’s expected from participants, including how they should approach the tasks and anything specific they should keep in mind while testing, like explaining their thought process out loud.

• Address questions and concerns: Allow participants to ask questions and address any concerns they may have about the testing process.

Briefing moderated remote usability test participants

• Send a pretest briefing email: Before the session, send your participants a briefing email that includes information about the purpose of the test, what they’re expected to do, any specific instructions they need to follow, and what you’re hoping to find out.

• Introduce the test: At the start of the test, reiterate the purpose of the test and what the tasks involve, clarify expectations, and answer any questions.

• Address technical requirements: Make sure participants are aware of any technical requirements, such as software or hardware they need to have installed for the session.

Unmoderated testing

• Provide clear written instructions: Clearly outline the tasks, instructions, and expectations. The usability testing platform you’re using will likely have automated instructions that you can use or edit to suit your needs.

Running a pilot usability test before you conduct the full-scale test can be a helpful way to identify and address any potential issues or limitations. You can think of this as a dress rehearsal before the big day.

The pilot can be run with a colleague, but it’s a good idea to choose someone who hasn’t interacted with the design or product before. That way, they’ll have the same level of understanding as an external test participant. 

After running the pilot test session, conduct a debriefing with your colleague. Ask open-ended questions to gather their thoughts, opinions, and suggestions on where improvements could be made. This process helps you identify and rectify potential issues early on, ensuring a more effective and successful test.

2. Set up the usability testing environment

During the planning stage, you’ll have decided on the type of testing environment you’re using, whether it’s an in-person or remote setting. Now it’s time to prepare the environment to make sure that everything is ready to go. 

Here are some top tips for setting up your testing environment for in-person and remote settings.

You can skip this step if you’re running an unmoderated remote usability test.

• Choose a quiet and comfortable space: It should be free from distractions and have minimal background noise.

• Make sure you have access to the tools you need: For example, a computer or mobile device and the ability to record. Check that everything is working and that you have the test loaded onto the device you’re using. 

• Clear permissions ahead of time: If you need participants to sign NDAs or consent forms, share them ahead of time, or have them available on the day.

• Greet your participants: For in-person sessions, arrange to have someone greet participants when they arrive, and have a colleague with you to take notes during the test. 

• Choose a video conferencing tool: For remote sessions, choose a reliable video conferencing tool that allows for screen sharing. Zoom, Microsoft Teams, and Google Meet are all popular options. Before the test, you might want to run a test call with a colleague to make sure that everything is set up correctly and that the audio and video quality are working well.

• Check your internet connection: This probably goes without saying, but make sure you have a stable internet connection with enough bandwidth to support video. In case of any technical difficulties, have a backup plan. For example, have access to a different video conferencing tool or a way to contact the participant via email or phone if the video call suddenly drops.

3. Conduct the usability test

Your test participants have been briefed and everything is ready to roll! In this section, we share useful advice for conducting effective usability tests.

Observation and note-taking

When you run a moderated study, observation and note-taking allows you to capture valuable insights and feedback from your participants. Here are some tips for effective observation and note-taking during a usability test:

• Be attentive and focused: Pay close attention to how participants interact with the product or prototype. Stay focused on their actions, behaviors, and verbal cues to capture relevant information.

• Use multiple senses: Observe not only what participants do but also what they say, their facial expressions, body language, and emotions. Take note of any frustration, confusion, or satisfaction they express.

• Take detailed notes: This is why you might want a dedicated note-taker to join the session. And if possible, record the session too so that you have something to refer back to. When taking notes, record your observations in detail, including positive and negative feedback, specific actions taken by the participant, and any issues or usability problems identified. Use descriptive language to capture the essence of their experience. Consider using a structured approach to note-taking, such as using a predefined template or form that includes specific categories, such as task completion, navigation, error rate, and feedback.

• Capture quotes: Try to capture direct quotes from participants, especially when they express their thoughts, opinions, or feedback verbally. These quotes can provide valuable insights and can be used as supporting evidence in your findings.

• Stay objective: Aim to be as objective as you can and avoid making assumptions or interpretations based on your own biases. Stick to the facts and avoid jumping to conclusions or making subjective judgments.

• Prioritize critical issues: Identify and prioritize critical issues or usability problems that multiple participants encounter or that impact their experience. These notes should be highlighted for further analysis and action.

• Collaborate with a team: If you’re working as part of a team, collaborate throughout the observation and note-taking process. Use a shared document or communication tools to work in real-time and capture multiple perspectives.

• Review and summarize: After each usability test, review and summarize your notes while they’re still fresh in your mind. This can help you consolidate any findings, identify patterns or trends, and prepare for analysis and reporting.

Collecting user feedback

Gathering feedback from your participants during a usability test is important for understanding their thoughts, opinions, and experiences when interacting with your product. Here are some tips for how to collect feedback during usability testing:

• Ask open-ended questions: Ask questions that encourage participants to provide detailed and descriptive feedback. Avoid leading or biased questions that can influence their responses. For example, instead of asking, “Did you find the navigation confusing?”, ask, “Tell me about your experience with the navigation.”

• Encourage thinking aloud: Ask participants to verbalize their thoughts and feelings as they interact with the product or prototype. This can provide valuable insights into their decision-making process and uncover potential usability issues.

• Use probing techniques: Use probing techniques, such as asking why, how, or tell me more to gain deeper insights and encourage participants to elaborate. This can help you uncover motivations, preferences, or pain points.

• Create a non-judgmental environment: Create a non-judgmental and welcoming environment that encourages participants to share their honest feedback – both positive and negative – without feeling judged or criticized. Assure your participants that their feedback is valuable and will be used to improve the product.

• Use Likert scales: Consider using Likert scales to gather feedback about specific aspects of your product or prototype, such as usability, satisfaction, or preference. This can provide quantitative data that can be analyzed for trends or patterns. This is especially useful for unmoderated testing.

• Follow up on unclear feedback: If participants provide unclear feedback, follow up with clarifying questions to better understand their perspective. Avoid making assumptions or guesses about what they meant.

• Summarize and confirm feedback: Summarize and confirm feedback at the end of the usability test to ensure accuracy and understanding. This can help you validate feedback and gather any additional insights.

4. Debrief and thank your usability test participants 

At the end of the session, don’t forget to debrief and thank your participants for taking part in your usability test. 

Highlighting areas where they provided valuable insights can help participants understand their role in the testing process and feel appreciated for their contribution. If they had any concerns or issues during the test, now’s the time to address them and answer any questions.

The debrief is also a good opportunity to ask your participants how they felt about the testing process itself. This can help you identify any areas for improvement and make changes for future usability testing. You can do this in unmoderated tests too by including an open-ended question at the end of the test asking participants about their test experience, or a Likert scale asking how easy or difficult the task was to complete.

If participants were offered an incentive for their participation, make sure they receive this promptly. This can help maintain a positive relationship and show appreciation for their time and effort. And finally, remember to thank your participants. Let them know their participation was valuable and important for the development of the product.