Helping DOC to help themselves
In late 2005, the Department of Conversation (DOC) wished to conduct usability testing on their website. This was the second time DOC had undertaken a course of testing, and the first round had been an invaluable experience. DOC staff had gained new insights into the needs of their end users, leading to a much improved website. In this second round, Ann McLean, a website consultant for DOC, wanted to empower DOC staff with further usability testing skills and consolidate their knowledge to ensure they were on the right track. She enlisted the expertise of Optimal Usability director Trent Mankelow, who designed a 1-day training course for DOC staff. This course allowed DOC staff to consolidate their knowledge of user testing with expert practice.
Optimal Usability offers customised, in-house training courses in usability testing, which provide a practical introduction for organisations wanting to learn how to improve the usability of websites or software applications. Trent brings a wealth of experience to the training, having 4 years’ experience in conducting usability tests for a diverse range of clients. He structures the training around practical examples appropriate to the organisation concerned, to give trainees an appreciation of the wider issues they will be facing, and to help them understand exactly what they want to achieve through usability testing.
Ms McLean said “staff particularly benefited from the level of interaction and found the course to be structured without being too restrictive. The training was an enjoyable and valuable experience, both for the individual trainees and the organisation as a whole.”
Nine months on, the results of the training are obvious. DOC’s second round of usability testing proved to be an outstanding success. “The training gave us so much confidence in what we were doing” said Ann. “We used the materials and information that Trent provided as a blueprint, which allowed for a systematic approach. It was a very positive experience.”
As well as the benefit to individual staff members, the advantages to the organisation are clear. After all, usability testing is all about understanding the needs of the user. As testers observe people using the technology, they are able to gain an invaluable understanding of their clients’ needs and frustrations. Every organisation needs better technology and better customer service, and in-house usability testing is an easy way to achieve this.
