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31 Task Scenarios for Usability Testing

Nielsen Norman Group

World Leaders in Research-Based User Experience

Turn User Goals into Task Scenarios for

Usability Testing
Summary: Guidelines for usability test tasks: engage participants by
writing task scenarios that are realistic, encourage an action, and don’t
give away how the interface should be used.
By Marieke McCloskey on January 12, 2014 Topics: User Testing

The most effective way of understanding what works and what doesn’t in an
interface is to watch people use it. This is the essence of usability testing. When
the right participants attempt realistic activities, you gain qualitative insights into
what is causing users to have trouble. These insights help you determine how
to improve the design.

Also, you can measure the percentage of tasks that users complete correctly as a
way to communicate a site’s overall usability.

What Users Need To Be Able To Do

In order to observe participants you need to give them something to do. These
assignments are frequently referred to as tasks. (During testing I like to call them
“activities” to avoid making the participants feel like they’re being tested).

Rather than simply ordering test users to "do X" with no explanation, it's better to
it t th t ithi h t
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situate the request within a short scenario that sets the stage for the action and

provides a bit of explanation and context for why the user is "doing X."

Before you can write the task scenarios used in testing, you have to come up with
a list of general user goals that visitors to your site (or application) may have. Ask
yourself: What are the most important things that every user must be able to
accomplish on the site?

For example, nngroup.com users must be able to accomplish 3 main goals:

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Engage Users with Task Scenarios

Once you’ve figured out what the users' goals are, you need to formulate task
scenarios that are appropriate for usability testing. A task scenario is the action
that you ask the participant to take on the tested interface. For example, a task
scenario could be:

You're planning a vacation to New York City, March 3 − March 14. You need
to buy both airfare and hotel. Go to the American Airlines site and jetBlue
Airlines site and see who has the best deals.

Task scenarios need to provide context so users engage with the interface and
pretend to perform business or personal tasks as if they were at home or in the
office.

Poorly written tasks often focus too much on forcing users to interact with a
specific feature, rather than seeing if and how the user chooses to use the
interface. A scenario puts the task into context and, thus, ideally motivates the
participant.

The following 3 task-writing tips will improve the outcome of your usability studies.

1. Make the Task Realistic

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User goal: Browse product offerings and purchase an item.

Poor task: Purchase a pair of orange Nike running shoes.
Better task: Buy a pair of shoes for less than $40.

Asking a participant to do something that he wouldn’t normally do will make him

try to complete the task without really engaging with the interface. Poorly written
tasks make it more difficult for participants to suspend disbelief about actually
owning the task. In the example, the participant should have the freedom to
compare products based on his own criteria.

Coming up with realistic tasks will depend on the participants that you recruit and
on the features that you test. For example, if you test a hotel website, you need to
make sure that the participants would be the ones in their family responsible for
travel research and reservations.

Alternatively, you can decide to let the participants define their own tasks. For
example, you could recruit users who are in the process of buying a car and let
them continue their research during the session, instead of giving them a task
scenario. (Field studies are ideal for observing users in their own environment as
they perform their own tasks, but field studies are more expensive and time
consuming.)

2. Make the Task Actionable

User goal: Find movie and show times.
Poor task: You want to see a movie Sunday afternoon. Go to
www.fandango.com and tell me where you’d click next.
Better task: Use www.fandago.com to find a movie you’d be interested in
seeing on Sunday afternoon.

It’s best to ask the users to do the action, rather than asking them how they
would do it. If you ask “How would you find a way to do X?” or “Tell me how you
would do Y” the participant is likely to answer in words, not actions. And
unfortunately, people’s self-reported data is not as accurate as when they actually
use a system. Additionally, having them talk through what they would do doesn’t
allow you to observe the ease or frustration that comes with using the interface
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allow you to observe the ease or frustration that comes with using the interface.

You can tell that the task isn’t actionable enough if the participant turns to the
facilitator, takes her hand off the mouse, and says something like “I would first
click here, and then there would be a link to where I want to go, and I’d click on
that.”

3. Avoid Giving Clues and Describing the Steps

User goal: Look up grades.
Poor task: You want to see the results of your midterm exams. Go to the
website, sign in, and tell me where you would click to get your transcript.
Better task: Look up the results of your midterm exams.

Step descriptions often contain hidden clues as to how to use the interface. For
example, if you tell someone to click on Benefits in the main menu, you won’t
learn if that menu label is meaningful to her. These tasks bias users’ behavior and
give you less useful results.

Task scenarios that include terms used in the interface also bias the users. If
you’re interested in learning if people can sign up for the newsletter and your site
has a large button labeled Sign up for newsletter, you should not phrase the task
as "Sign up for this company's weekly newsletter." It's better to use a task such
as: “Find a way to get information on upcoming events sent to your email on a
regular basis.”

Avoiding words used in the interface is not always easy or natural and can even
be confusing to users, especially if you try to derive roundabout ways to describe
something that already has a standard, well-known name. In that case, you may
want to use the established term. Avoiding clues does not mean being vague. For
example, compare the following 2 tasks:

Poor task: Make an appointment with your dentist.

Better task: Make an appointment for next Tuesday at 10am with your
dentist, Dr. Petersen.

You might think that this second task violates the guideline for tasks to be realistic
if the user's dentist isn't really Dr. Petersen. However, this is one of those cases in
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which users are very good at suspending disbelief and proceeding to make the
appointment just as they would with a differently-named dentist. You might need
to have the user pretend to be seeing Dr. Petersen if you're testing a paper
prototype or other early prototype design that includes only a few dentists.

Conclusion
If the task scenario is too vague, the participant will likely ask you for more
information or will want to confirm that she is on the right path. Provide the
participant with all the information that she needs to complete a task, without
telling her where to click. During a usability test, mimic the real world as much as
possible. Recruit representative users and ensure that each task scenario:

1. is realistic and typical for how people actually use the system when they are
on their own time, doing their own activities
2. encourages users to interact with the interface
3. doesn’t give away the answer.

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