Interview: Wie Facebook das User Experience Testing für Facebook Home realisiert hat (…mit weniger als 60 Personen)

Interview: Wie Facebook das User Experience Testing für Facebook Home realisiert hat (…mit weniger als 60 Personen)



Facebook Home – das neue Android „Betriebssytem“ – ist eines der heißesten Themen der letzten Tage. Neben den Themen rund um eine Einführung in Facebook Home, den Launch oder die lustigen Videos gibt es nun ein Interview, das einen viel genaueren Einblick erlaubt. Fast Co.Labs hat den für Facebook Home zuständigen UX Researcher Marco De San interviewt. 

Erst in der letzten Woche haben wir über ein sehr interessantes Interview berichtet, in dem Nate Bolt (Facebook Design Research Manager) darüber berichtet, wie genau die User Experience Tests ablaufen. 

In diesem Interview geht Marco De San unter anderem darauf ein, wie genau das UX Testing für Facebook Home abgelaufen ist. Ein sehr interessantes Detail: Es waren teilweise nur 60 Personen in den Test involviert. Dabei gingen die Tests über kurze Interviews hinaus, da Facebook im Fall von Home wirklich genau wissen wollte, welche Inhalte der Nutzer mag, welche Gesten auf dem Smartphone gut ankommen und und wie der Nutzer auf dem Gerät navigiert.

Wir können das Interview von Fast Co.Labs nur empfehlen und zeigen euch hier direkt einen Ausschnitt:

3008397-inline-marco-facebookWhat did you think when you first encountered the prototype of Facebook Home?

I got involved around four or five months ago, shortly after I joined Facebook. The first time I saw the product I was amazed–I tried to come up with a research plan that would address everything that we believed was interesting to look at. But as time went by, we started seeing that some of the approaches that we were using were more adequate and provided really interesting feedback on certain things–such as the diary study for learning how people would see content over time. That was something that we couldn’t do with just an interview or an observation of 45 minutes. Some of the things I knew right away that, okay, this is the best way to do this; some of the other things you learn throughout the process, trying to adjust our methods and techniques based on the type of data that we’re getting.

 

How finalized was the Facebook Home product before you began UX testing? 

The biggest parts of the product were kind of defined. We were just trying to improve them as much as we could. Some things actually changed along the way, but for the most part, cover feed and Chat Heads and the notifications were things that we knew that we wanted to include; and then we tried work on showing it to users and getting feedback and trying to improve it as much as we could. Some of the main things were already built, and the idea was to test some of the experiences that have been added to interact with notifications.

 

What were the big questions you were tasked with answering?

Was this the type of content that we should be showing? How frequently should we refresh? Since the beginning, those were the main questions, and then we used a bunch of approaches to address each of those specific issues. For instance, how to interact with Chat Heads. How would people react to the content? What kind of content were they expecting to see? What would they like to see on the cover feed? Things like that.

 

Were the touch gestures already defined by this point?

We started looking at how people would understand the interactions if we changed the gestures. Certain gestures were preferable to others, because they were easier to understand, or because they were more effective in navigating the content. Our focus is not necessarily on the performance of the gestures, but more on the experience they provide whether they’re clear or not–whether people felt comfortable using them, whether they conveyed the right action or whether they were associated to the right action, and whether words were used in general or not.

 

In the big picture, did any of your research findings have major effects on how the product turned out?

One of the things that we did as research was running a bunch of diary studies; so we had people providing feedback over time, quite frequently, every week. I’d interview or get feedback through surveys, questionnaires by a bunch of people that were using the product, and that helped us understand how people would get interested more in some types of content or less over time. It also helped fine-tune the algorithm that actually provided levels of content that shows up on cover feed. The product actually changed a lot over the last few months.

 

What were your testing priorities?

I worked quite a bit on the new user experience. We tried to understand: What were the gestures that people got right away, gestures that really didn’t need any explanation? What were the things that weren’t as clear, where we have to assist people for the first experience so that they could start using it right away?

 

Was Facebook Home UX research unique in any way, compared to testing that has gone into other Facebook products or features? 

One of the most interesting things about this research was the fact that we actually used so many different techniques: the diary study, interview, and observation, user surveys. We used logging for different types of events. We used focus groups. We had internal conversations with users to get feedback as well. I think the combination of those different approaches allowed us to see some patterns emerge and focus on the right things. Each of those individually was really usable for certain types of interactions, to cover certain types of issues that the product has. The combination was something that was really interesting and I think really paid off in the end.

 

How did you organize the lines of inquiry that would be your research?

We didn’t actually divide just based on gestures and content. We divided mostly on approaches. Each approach that we used would yield results targeting something specific, because that type of research is more adequate for certain types of information. For instance, for the content, just understanding how people would react to the content over time was very interesting, because it’s not something that you can understand from a 20-minute interview.

 

Why aren’t in-person interviews good for something like assessing content?

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