Summary
While usability testing is an often overlooked part of design in the frenzied race to get technology to market, it’s absence is especially problematic when it comes to civic-focused products and services. Even when designers want to test, options are often limited to "professional testers" or personal networks - far from the actual users they’re hoping to help. Testing with a diverse group of end users and stakeholders is the only surefire way to make sure what gets designed works for everyone, but the approach needs to be thoughtful, sensitive and impactful. Since launching in early 2019, GRIT has delivered more than 20 such inclusive usability testing engagements with partners in the public, private and nonprofit sectors and we’re eager to share our insights with others who endeavor to engage diverse, underrepresented communities in the design of their civic products and services. Using case studies and lessons from our trove of civic design engagements, we'll help take the guesswork out of inclusively testing your next design.
Key Insights
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Inclusivity in testing is crucial for designing effective public-serving technologies.
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Diverse participant groups provide unique insights that can enhance product usability.
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Creating a comfortable testing environment encourages open feedback from participants.
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Compensation for participants increases engagement and recruitment success.
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Building trust with testers is essential and should involve clear communication and consent management.
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Recruitment should start early and leverage community connections for diverse representation.
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Testing locations should be welcoming and not intimidating to participants.
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Flexible scheduling can accommodate diverse participants, such as caregivers or those with non-traditional work hours.
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Feedback loops show participants that their contributions matter, encouraging future participation.
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Offering snacks and a relaxed atmosphere improves participant comfort and interaction.
Notable Quotes
"It's imperative that we recognize and honor the people that the plan belongs to."
"If it doesn't work for you, it doesn't work."
"When you test with a diverse group of residents, you learn things you never would have otherwise."
"Technology that includes everyone will ensure that what gets built works for everyone."
"Creating a positive experience for testers leads to better feedback and insights."
"We took a page from Cut Group's ebook and went offline."
"A big part of our success comes from providing a great testing experience."
"We try to accommodate people as much as we can."
"Building trust is key to conducting effective usability testing."
"It's essential to recruit before you need to test, not after."
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