[Sigia-l] User Test Cost - Does this sound reasonable?

[Lisa deBettencourt]

Date: Tue, 25 May 2004 12:05:30 -0400
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Hi-


>>Isn't there something inherently problematic about Developers attending
>>usability tests or dealing with usability issues directly at all, unless
>>specifically requested by Designers? (I can't imagine Designers being 
>>asked
>>to attend, for example, a test of optimizing an app server function.)

In my experience, it's been beneficial to invite Developers to observe 
usability tests and see users struggle with using products.  I have often 
heard developers say, "users don't do X", "users will do Y", "users can 
figure it out".  When the view the tests, they actually see for themselves 
that users DO do X, won't do Y and can't figure it out. (well, they probably 
could, in due time, with lots of frustration.)

No, Designers wouldn't be asked to attend a test of optimizing an app server 
function.  We aren't invited to PCB layout "parties".  We aren't invited to 
observe "Shake and Bake" environmental tests. See, the thing is, since the 
UI is so visible, everyone has a hand in it.  It's not uncommon for many 
team members to believe they know what's best for the design/product and 
that they can predict usability issues.  We, the "experts" in the domain 
know that even we can't do that with 100% accuracy.  So, we like to use 
usability tests as education for our development team and inject a bit more 
empathy for our users into their thought processes. Developers are humans 
too, and since they are the implementors, they could ultimately decide what 
is put into the product (at times, regardless of design specs) and how. We 
need them on our side.

We invite Developers, Engineers, Directors, VPs, etc., to all our usability 
tests.  If they can't make the test, we invite them for post-test highlight 
tape screenings.  It's amazing to watch them experience user issues.  
Besides, it's a great sales tool for good design.

Cheers,
Lisa deBettencourt
Senior User Interface Designer
Bose Corporation

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