Remote observation strategies for usability testing

The direct observation process typically used in library usability studies is reviewed and an alternative method--remote observation is introduced, along with examined software tools.

Abstract

Observation is cornerstone of testing and an important strategy in evaluating library Web sites. Traditionally, administrators have directly observed users as they interact with Web site interface. Remote observation offers an alternative that may facilitate testing process and offer additional capabilities. testing during California State University San Marcos (CSUSM) Library Web site redesign used a simple remote observation strategy to view user's screen on another computer removed from location. The library investigated Timbuktu, NetMeeting, and Camtasia as potential software tools to assist in remote observation. ********** testing has become an important component of Web site development for many libraries. Libraries are user-centered organizations. They provide an entire service--reference--just to help users find information. It is important that their Web sites also meet their patrons' information needs in a user-friendly fashion. The best way to improve a library Web site's is to observe users interacting with it and then incorporate their feedback into site's design. Norlin and Winters state, the objective of testing is to evaluate Web site from user's perspective. (1) testing uses a variety of methods to evaluate a Web Battleson, Booth, and Weintrop divide testing into three categories: (1) inquiry, which includes focus groups and questionnaires; (2) inspection, which includes heuristic evaluation (comparison of site elements with a list of design principles); and (3) formal testing, also known as formal observation. (2) Of various testing techniques commonly used to evaluate Web interfaces, only a few, such as heuristic evaluation, solely depend on Web developer's expertise. Most tests directly involve users in evaluating interface. For example, card sorting asks users how they would organize site; matching tests check if users can correctly associate intended meanings with their icons; and questionnaires and focus groups solicit feedback on users' needs. (3) The best-known is formal observation of user interacting with product to be tested. It is classic test. It is so central that term usability test is often synonymous with user observation. It is so important that organizations are willing to hire full-time experts and build special laboratory environments to facilitate observation process. Most experts value feedback from observation more highly than that of other tests--so highly that they are willing to cut comers just to make sure it is done. Krug expresses it most passionately: one user is 100 percent better than testing none. Testing always works. Even worst with wrong user will show you things you can do that will improve your site. (4) Libraries do not have special observation rooms or full-time experts, so they must make do with existing facilities and personnel to conduct observations. Doing testing on a budget has been a theme in community since Nielsen's 1989 paper, Usability Engineering at a Discount. (5) With proliferation of networking technology and advent of Web, new ways of conducting observations have become possible. Just because most libraries' efforts are on a budget does not mean they don't have access to powerful tools to facilitate and enhance user observations. This paper reviews direct observation process typically used in library studies and introduces an alternative method--remote observation. How California State University San Marcos (CSUSM) Library applied remote observation to testing is described, along with examined software tools. …