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[MUSIC]

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[SOUND] You've had a chance to
read the usability test script.

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Now let's take a look at
how it works in practice.

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I'll now be role playing through a portion
of the Amazon.com usability test.

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Okay, hi, I'm Anya.

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Welcome to our office.

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I'll be your researcher for
the usability study today.

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>> Hi, I'm Jess.

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>> Hi there, I'm Tyler.

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I'll just be taking notes today.

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Thanks for coming in.

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>> It's nice to meet you.

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>> Okay, wonderful, would you like to
use the restroom before we get started?

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>> Nope, I'm good.

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>> Okay, then please come on in and
here's your seat right here.

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Okay, so here's a water bottle
before we get started in case

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you get thirsty along the way.

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>> Thanks.

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>> Wonderful.

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And if you can tell me if you've signed
the consent form already online?

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>> I did.

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>> Okay, great.

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So we're just gonna dig right in.

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So, again, thank you for taking
the time to participate in our study.

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And from now on I'll be reading
from the script right here just

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to make sure I don't miss
any important details.

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So I invited you here today so

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that you can help us learn about how
people buy AC units for their homes.

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From now on I'm going
to be recording you and

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your voice as well as the screen up there.

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This will just ensure I don't miss any
valuable information as we move through

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the study.

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It will also allow those who aren't
here to observe things in real time,

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to watch the video later.

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None of this footage will be used
outside of our product team.

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And the information that we do gather will
be anonymized so that we can draw general

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conclusions about the product and
certainly nothing about you.

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There are currently people watching
the study from another room.

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I may check in with them occasionally just
to see if they have any questions for you.

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And I want you to know that I am
the researcher and not the designer, so

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don't worry about offending
me with your feedback.

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We are really testing the product and
not you.

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Any and all feedback is helpful for us.

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Any challenges or problems that you
observe are a fault of the product and

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not you, [LAUGH] just want to
make that very, very clear.

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So don't hold back and
please be honest in every way.

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Your honesty and openness is the most
valuable thing that we could have today.

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So, I'm going to ask you to think aloud.

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This means that please speak
what you are doing as you

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are doing it throughout the study.

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If you do forget this I'll remind you
along the way because it is very important

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for us to know why you're doing something
as well as the fact that you're actually

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doing it.

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Any questions so far?

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>> Nope.

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Okay, wonderful, so I'm gonna start
with a few background questions.

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If you're not comfortable answering
any of them, just let me know and

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we can skip those.

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So firstly,
what is your current profession?

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>> I'm a customer success manager.

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>> Okay, wonderful.

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Okay.

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Notice how I used simple language to
communicate with the participant.

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I assured them that their
honesty would be appreciated and

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that ultimately this was about testing
the product and not testing them.

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I introduced the concept of
the thinking out loud protocol and

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let them ask questions.

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I then asked a few background questions,
including those that should have been

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asked previously to confirm that
the participant qualified for the study.

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Next, let's take a look at how we would
walk through one of the sample scenarios.

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Okay, so to get started,
if you can please go to amazon.com and

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find an air conditioner unit that you'd
be likely to purchase for your home.

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Please proceed with that purchase, but

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I will stop you before your credit card
is charged, so don't worry about that.

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And if you need any other
information along the way,

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please feel free to reference any
sites that you normally would at home.

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Okay, I will go to Google Chrome, and

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I will go to amazon.com,
search for an air conditioner.

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There's a lot of choices here.

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I'm going to pick the one
that says Amazon's Choice.

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>> That's interesting.

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Can you tell me why you
chose that particular label?

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>> Well, I assume that Amazon has done
a lot of research about this product, so

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it's probably a good one.

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>> Okay, thank you for that information.

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>> It says it has 10,000 BTUs, but

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I don't really know what that means,
so I'm gonna Google that.

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>> So I noticed that you're looking for
more information.

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Would you mind thinking out loud so
that I can know what you're looking for?

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>> Sure.

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So, I don't know what 10,000 BTU means,
so, I think it has

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something to do with room size, and
my room is about 200 square feet,

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so, I'm hoping I can just find a chart
that will tell me which one to buy.

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>> Yeah, I understand now.

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Thank you.

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What did you notice about how
I presented the scenario and

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asked follow up questions?

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Jot down your initial observations and
we'll review them in the next session.

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After each of the study
sessions is done and

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the participant has left the office,
the researchers should take ten

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minutes to talk openly with observers
about what each person noticed.

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The goal is to come to a shared
understanding of the main insights but

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not the solutions.

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Doing this can uncover findings and

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ideas that may not have been obvious
to the researcher or notetaker.

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It is also one more way to incentivize
observers to pay attention during

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the session, since they'll be
expecting a discussion at the end.