How to test usability - Service Manual

Usability testing is a type of research that can identify usability issues, such as:

where journeys through your service are too long or complex
language that confuses people
where things do not work as you expected, for example, buttons that people do not notice)

There are three different approaches:

heuristic review
unmoderated testing
moderated testing

Heuristic review

You review digital products against best practice.

Unmoderated usability testing

Usually on digital products. You give users tasks to complete on their own and in their own time. You gather data on task completion. You may also ask users to reflect on their experience attempting the task.

Moderated usability testing

Testing of both digital and real-world things. You and your researchers observe a user as they attempt a task.

Different methods can be used in each of these approaches. You can read about some different moderated methods used for content testing in our content standards.

There is a problem

Thanks for your feedback

Was this helpful?

Yes

Your comments

Your feedback helps us to improve this website. Do not give any personal information because we cannot reply to you directly.

Choose a reason for your feedback

Your comments

Your feedback helps us to improve this website. Do not give any personal information because we cannot reply to you directly.

Yes, but

Choose a reason for your feedback

Your comments

Your feedback helps us to improve this website. Do not give any personal information because we cannot reply to you directly.

Information

Information

Heuristic review

Unmoderated usability testing

Moderated usability testing

There is a problem