[Sigia-l] User research not usability testing. Was RE: Finding and Choosing a Consultant

[Stewart Dean]

----------------------------------------
> From: jspool at uie.com
> Date: Sun, 4 Feb 2007 15:58:30 -0500
> To: listera at earthlink.net
> CC: sigia-l at asis.org
> Subject: Re: [Sigia-l] User research not usability testing. Was RE: Finding	and Choosing a Consultant
> 
> 
> On Feb 4, 2007, at 3:28 PM, Listera wrote:
> 
> > Such testing may answer the "What" or "How" questions. But "Why" is  
> > a matter
> > of reasoning, deduction, interpretation, etc. So you can *observe*  
> > how and
> > what users do, but *why* they do it is beyond the confines of  
> > usability
> > testing. Indeed, when testers get into the realm of "why," they  
> > walk right
> > into design...and trouble.
> 
> We talk about usability testing as if it's a monolithic activity,  
> with a single protocol and a single outcome.
> 
> But this is not the case. Usability testing is a tool, like a saw.  
> And there are as many types of usability test techniques as there are  
> types of saws (saws that cut wood, saws that cut plastic, saws that  
> cut glass, electric saws, gas-powered saws, manual saws).
> 
> Each technique delivers different results. Some techniques, when done  
> well, can, in fact, help solidify the inferences, giving insight into  
> why users behaved in certain ways. Other techniques will only tell  
> you the specific behaviors without giving you any clue as to what  
> stimulated the user into behaving that way.

I strongly agree with this. I certainly don't hold with the one size fits all approach.  For example for most interactive projects I see no need for focus groups as very few sites are used as part of a group activity,  but I would consider it if I was doing social site and one where multiple users interact.  Likewise if there is a bit of functionality that is critical to the success of a site than testing of that functionality in a scripted way would be a good tool for fine tuning.

I don't understand why Listera has a problem with testing (aka research) leading to design solutions.  That exactly what you do want to happen. I didnt get his full message (his messages don't show up in the emails I receive for some reason) so I don't understand what point he's trying to make. Users will often tell you why without needing to try and find it out indirectly, this is uncovered if you understand where the use of a interactive system fits within a larger context.  User research, in my view, is really about the why - why do users do things.  This is followed by what they need to do the tasks and finaly how they carry out that task.  

Stew Dean