How to Conduct Usability Testing: A Step-by-Step Guide to Improving UX Through Real User Feedback

📙 Chapter 3: Running the Usability Test

🔹 Introduction

After setting clear goals, preparing a solid test plan, and recruiting the right users, it’s time to conduct the usability test. This chapter focuses on the actual execution of the usability test, covering moderation techniques, how to observe user behavior, capturing data, maintaining neutrality, and ensuring ethical and effective sessions.

Your job during a usability test is to facilitate—not influence—so participants can naturally interact with your product. The more natural and unbiased the session, the more authentic the feedback.

🔹 The Usability Testing Workflow

✅ General Phases of a Usability Test Session

1. Welcome and Setup
2. Intro and Consent
3. Warm-up Questions
4. Task Execution
5. Observation and Note-Taking
6. Debrief and Post-Test Interview
7. Data Storage and Backup

🔹 Setting the Stage

🧑‍💻 Environment Setup

For in-person:

• Quiet room with minimal distractions
• Dual monitors (if needed) for screen observation
• Camera and microphone positioned properly

For remote:

• Stable internet connection
• Screen share and session recording tools (Zoom, Lookback, Maze)
• Contingency plan in case of tech failure

🛠 Tools to Have Ready

🔹 Moderator Roles and Responsibilities

A usability session typically includes:

• Moderator: Conducts and guides the session
• Note-taker (optional): Captures data unobtrusively
• Observer(s): Stakeholders watching silently or remotely

Moderator Best Practices

• Remain neutral: Avoid praise or correction
• Use open-ended prompts: “What are you thinking here?”
• Avoid yes/no questions
• Don't intervene unless absolutely necessary
• Keep users comfortable and reassured

🔹 Facilitating the Test

✅ 1. Greeting and Rapport Building

Start with friendly conversation to put participants at ease. Confirm tech setup (sound, video, screen share).

Example Script:

"Thanks for joining today. We'll be walking through some tasks—this isn't a test of your abilities, but of our design."

✅ 2. Informed Consent

Explain recording, confidentiality, and participant rights. Get verbal or written agreement before proceeding.

✅ 3. Warm-Up Questions

Ask basic demographic or behavior-related questions:

• How often do you use similar apps?
• What’s your biggest challenge with [domain]?
• Can you walk me through your typical process?

These insights provide context for their behavior during the session.

✅ 4. Delivering Tasks

Present one task at a time. Example:

“Imagine you're a freelancer looking to track your income—try finding the dashboard where you can view monthly earnings.”

Tips:

• Pause after delivering the task
• Let users speak freely
• Avoid guiding the user toward the “correct” answer

✅ 5. Encouraging Think-Aloud Protocol

The "think aloud" method gives insight into user cognition:

• Ask them to verbalize thoughts, doubts, expectations
• Gently remind them if they go silent

Prompt Examples:

• “What are you looking for right now?”
• “What do you think this button will do?”

✅ 6. Managing Difficult Situations

🔹 Observing and Collecting Data

🔍 What to Observe

• Task success/failure
• User hesitation or backtracking
• Comments or confusion
• Facial expressions or tone of voice (in-person/recorded)
• Unexpected paths

📝 Note-Taking Techniques

🔹 Recording and Data Handling

Ensure all sessions are recorded (if permitted). Store securely and organize using:

• Video files (named by participant/test type)
• Time-stamped notes
• Task success/failure logs
• Observations in spreadsheet or Airtable

Suggested Log Table:

🔹 Debriefing the Participant

After all tasks, conduct a short interview. Example questions:

• What did you find most difficult today?
• Was anything unexpected or confusing?
• How did the interface make you feel?
• What suggestions do you have for improvement?

Give users a chance to speak freely at the end. Thank them and share any promised incentive.

🔹 Synthesizing Session Results

After the test:

• Review recordings and notes
• Tag issues by severity and frequency
• Categorize into navigation, UI, content, or technical

Use frameworks like Rainbow Sheets or Affinity Mapping to cluster insights.

🔹 Common Moderation Mistakes

🔹 Checklist: Running a Test Session

🔹 Summary

Running a usability test is both an art and a science. It requires neutrality, focus, empathy, and discipline to observe without interfering.

By sticking to a structured process—welcoming, guiding, observing, recording, and debriefing—you ensure your team gets honest, valuable feedback directly from users. The insights gained here become the foundation for iteration, innovation, and impactful design.

In the next chapter, we’ll explore how to analyze test results and translate raw user behavior into clear, prioritized action steps for your design and development team.