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
-
•
Inclusive usability testing uncovers user needs that would otherwise be missed, especially for vulnerable populations.
-
•
Building a diverse participant pool requires going offline to meet people in their everyday community spaces, not just digital recruitment.
-
•
Offering flexible testing times beyond standard working hours increases participation from diverse socioeconomic backgrounds.
-
•
Creating a comfortable, informal testing environment with snacks and a non-intimidating setting improves honest feedback.
-
•
Clear, jargon-free communication and early sharing of consent forms build trust and reduce participant anxiety.
-
•
Maintaining a single point of contact for participants prevents confusion and fosters smoother coordination.
-
•
Compensation at a rate of $1 to $1.25 per minute, reimbursed travel, and prompt payments boost recruitment speed and retention.
-
•
Referrals from satisfied testers can help reach specific demographics and expand testing pools efficiently.
-
•
Longitudinal testing, involving participants multiple times, enhances insights as the product evolves.
-
•
Testing with real users who rely on assistive technologies, like screen readers or voice commands, validates accessibility effectively.
Notable Quotes
"If it doesn’t work for you, it doesn’t work."
"When you test inclusively, you’re learning about the people who will be directly impacted by your work, your users."
"Technology that includes everyone, especially those from vulnerable populations, ensures that what gets built will work for everyone."
"Participant experience is everything and it starts with building trust."
"No surprises. Tell participants everything they’ll be experiencing from who will be in the room to if the session will be recorded."
"Use plain language in all communication. No design or technology jargon."
"Build your pool, build your practice. If you provide a great testing experience, you’ve got another person to add to your group."
"Compensation is so important to thank people for their time, and you will definitely build your recruitment pool much faster if you offer it."
"We intentionally did not email listservs or go on Twitter because that would have delivered a group that is too tech-savvy."
"During testing sensitive subjects, have relevant resources at the ready, like shelter beds for participants in need."
Or choose a question:
More Videos
"Alternative navigation users pick different tools based on the task and how they feel at that moment, not just one technology."
Sam ProulxSUS: A System Unusable for Twenty Percent of the Population
December 9, 2021
"The biggest bottleneck is the bureaucracy, like the Paperwork Reduction Act, we have to creatively navigate that."
Michael LandEstablishing Design Operations in Government
February 18, 2021
"I spent too much time trying to change company culture and should have focused more on just getting things done."
Shipra KayanHow we Built a VoC (Voice of the Customer) Practice at Upwork from the Ground Up
September 30, 2021
"A workshop helps people map their skills, identify gaps, and make specific goals for career jumps."
Ian SwinsonDesigning and Driving UX Careers
June 8, 2016
"The persona of a goalkeeper is helping to triage and prioritize strategy and work for the executive."
Isaac HeyveldExpand DesignOps Leadership as a Chief of Staff
September 8, 2022
"We categorized all our work into may-do, must-do, and desire-to-do buckets to better allocate our efforts."
Amy EvansHow to Create Change
September 25, 2024
"Super speed means enabling rapid onboarding by centralizing and streamlining a previously disparate process."
Kate Koch Prateek KalliFlex Your Super Powers: When a Design Ops Team Scales to Power CX
September 30, 2021
"Change only happens in the present moment, not the past or future."
Dave GrayLiminal Thinking: Sense-making for systems in large organizations
May 14, 2015
"Durable insights can emerge organically based on usage and referencing patterns in the system."
Matt DuignanAtomizing Research: Trend or Trap
March 30, 2020
