Moments of Truth is a Journey mapping term, and can occur outside of the digital experience. An example being opening the front door of a shop and walking in for the first very time.
At the end of each usability testing, you will collect several types of data, and report the finding in a spreadsheet as in the example below, where each response is ranked based on the calculated KPIs: (1) Success rates; (2) Task time; (3) Error rates; and (4) Satisfaction.
In example, you can use the following scale to report your findings, where you assign a value of: (1) 0 for all failed task; (2) 1 for all task that are successfully completed within 1 to 2 minutes; (1) 2 for all task that are successfully completed in 1 minute.
ANALYZING THE USABILITY TESTING RESULTS
|Segment 1||Segment 2||Segment n||Avg. Response by Question|
|Question 1||Avg. Q1|
|Question 2||Avg. Q2|
|Question n||Avg. Q4|
|Average Response by Segment||Avg Seg. 1||Avg Seg. 2||Avg Seg. N|
As you are reviewing the data, it is extremely important to highlight and prioritize any detected usability issue. To help differentiate, you should note the severity of the problems on a scale points as defined below:
|REPORTING SEVERITY LEVELS OF PROBLEMS|
|Critical||This would mean severe business and usability impact. This is a showstopper: the user is unable to complete the task.|
|High||This would mean a significant business and usability impact, but not necessary a showstopper: some users will be frustrated if the issue is not fixed. It is not a showstopper if the affected user segment has no, or low value for the business|
|Medium||This would mean a potential business and usability impact. More impact analyse is needed. Not a showstopper.|
|Low||This would mean there is no an immediate business and usability impact. The users are annoyed, but this doesn’t keep them from completing the task|
Your report should include your recommendations and UX/Business/Technological impact. Below the minimum required points:
|Provide user acknowledge form after submitting the form||H||L||Easy to fix||Fix this issue in the current release|
|Redesign the Event section||L||H||Time consuming task, not in the spring budget||Fix this issue in the next available release|
A selection of templates to be used for your reporting can be found at:
UXBooth Complete Beginners Guide to Design
JISC Usability and User Experience Guide