Interview: Einblick in die mobilen User Experience Tests bei Facebook

Interview: Einblick in die mobilen User Experience Tests bei Facebook


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Wir berichten hier auf AllFacebook.de über sehr viele Tests von Facebook und beschreiben, dass diese Tests immer nur für eine kleine Gruppe an Nutzern zugänglich sind. Aus diesem Grund kann Facebook von Nutzer zu Nutzer eine andere Form und ein anderes Aussehen annehmen. Oft äußert sich dies nur in sehr kleinen Veränderungen, aber bei größeren Veröffentlichungen wie der Facebook Graph Search oder dem neuen Newsfeed kann Facebook dann doch ein komplett anderes Erscheinungsbild haben.

Generell sind wenige Informationen bekannt, wie genau Facebook eigentlich testet und wie sie die gewonnenen Informationen später auch nutzen, um einzelne Teile von Facebook zu verbessern. FastCoLabs hat ein sehr interessantes Interview mit Nate Bolt geführt, der bei Facebook Design Research Manager ist und mit „Remote Research – Real Users, Real Time, Real Research“ ein eigenes Buch zum Thema geschrieben hat.

Im Interview geht es dabei primär um das Ferntesten von mobilen Features und wie man dabei Faktoren, wie die Sprache und kulturelle Gegebenheiten isoliert, um verwertbare Ergebnisse zu erhalten.

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Hier ein Ausschnitt des sehr interessanten Interviews:

What is remote user testing in a nutshell?

In a traditional lab environment you pull people up out of the physical context of their usage of a product. That’s just kind of a well-known, accepted practice. Like everybody knows that that’s how things are done and have been for a long time. But the timing around when somebody wants to use Facebook or when somebody wants to use any product is a rich area. It’s best for us to observe interaction in the moment when people care about what they’re doing. Getting them at the time when stuff is happening is the way to do that.

 

What do you think then that time-aware testing accomplishes that traditional UX testing can’t?

It’s like a whole new kind of window into the criteria by which people make clicks or taps or gestures. Because if you have a meeting at 2:00 where you need to contact somebody or you need to create something or you need to get something done, the pressure that you have and the things that are on your mind are totally much more real than if you’re sitting in a lab. Even if you’re doing a remote interview or ethnography, there’s nothing about your day or your life at that moment that’s impacting how you’re using a tool. It’s just a little more make-believe. We don’t like make-believe. Make-believe doesn’t get us a great product.

 

How has remote UX research changed in the past few years?

Okay, here’s the thing. In three years, everything has veered mobile. So a few years ago we were still pretty focused on desktop behavior. And that stuff is just totally played out now. Obviously we still care about our desktop products deeply, but u and everybody else in the world is much more focused on mobile. So we have to adapt the research techniques to the mobile environment.

 

So how is Facebook handling that remote user testing for mobile devices?

One thing we do is what’s called “reverse laptop hugging.” Basically we find people with a webcam in their laptop. We ask them to turn the laptop around and they hug it. And then they can use their mobile phone and we can observe their mobile phone usage through their webcam on their laptop. Otherwise, it’s very hard to observe international remote mobile usage because mobile phones don’t screen share. We do fancier stuff too. But as far as something that gets us in touch with a huge percentage of the world that’s connected that’s online, we do a fair amount of that. We also have these three very official labs with this thing called WolfVision cameras that are much more detailed and are designed to get us more intricate interactions with mobile devices. So that’s one of the ways we do [lab] research on mobile. Laptop-hugging is a more like quick and dirty sort of approach. We also use an OSX app called Reflector that uses AirPlay to mirror iOS streams. And then simply talk to people. I mean, that still counts — just having conversations either in person or over the phone, where we’re not gonna give you fancy screen sharing.

 

How do you translate the results into actionable information for designers? 

Outside of qualitative design research, we have a huge design team and quantitative mobile analysis team that’s doing sort of behavioral trends and analysis on mobile data, which is probably, in terms of numbers, a larger effort than my team. But my side of things is more focused on the human element, the sort of behavior effect. And it’s incredibly blended. I mean, it’s common for studies to have three or four redundant data gathering methods. Some of those data gathering methods will be qualitative and some will be quantitative. We have a pretty badass analytics team that’s gonna give us trends and insights and show us things happening on the mobile builds that we wouldn’t get out of qualitative testing. And then a lot of times, we’ll go investigate with the qualitative stuff. My favorite part is that we don’t present reports. We try to never deliver any reports ever, if possible. Reports can’t attend meetings and they can’t argue in favor of their findings. They die in the wastebasket immediately. So we’ll bring up some data in a session, we brainstorm on a whiteboard, absorb some of the human patterns of the people that are using this stuff, and then incorporate that in our next build. That’s the goal.

 

How do you collate anecdotal feedback which can be all over the place in qualitative research into one clear set of recommendations?

Yeah that’s a key challenge. There’s two ways. The first way is we try to ignore opinions that focus on behavior, even in the qualitative sessions. Because opinions are essentially worthless. They don’t repeat. Opinions require a huge sample size to find trends. But cognitive behavior repeats over a very small sample size. So we can reliably extract behavioral trends from a fairly small qualitative sample. The chances are you navigate a new system as a certain type of user in one way. A lot of other people will navigate in that same way. You might not like it or you might not like the way it looks, but your functional interactions with it will be fairly dependable. It’s a fascinating distinction between what people say they like and their ability to actually perform tasks. It’s one of the things that’s most interesting about what we do. It’s sort of a creative endeavor to separate out the signal from the noise. Because what people say they want or say they wanna do with technology is notoriously garbage. 1973, AT&T did a market research study and found that there was not a significant market nor would there ever be for mobile phones in the United States.

 

But can you really get data that precise from just a few time-aware tests? 

First of all, the real key is mixing methods. We almost always try and mirror behavioral tasks and questions across big data, qualitative observation, experimental data, and surveys. Secondly, we’re not talking about science, we’re talking about interface and product design, so the behavioral trends from a sample as small as 10 people might just be used to inspire our teams, rather than be an absolute scientific truth.

 

How could someone interested in doing time-aware testing implement it themselves?

… bei FastCoLabs weiterlesen… 

Wir sind sehr begeistert von diesem Interview, da Facebook selten so viele Informationen zu einem internen Prozess weitergibt.

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