Starting user testing in your company can be a scary step. It’s beneficial for you, as a UX designer, and your company to get some solid advice from experienced people in the field. That’s why we caught up with Caylie, a UX Researcher working at NAB.

We’ve heard from people all around the industry on their top tips and best practices for user experience and user testing. Getting the right advice for your company can be more difficult than you expect. Caylie works in one of the largest teams in Melbourne, alongside 120 other designers with a goal for the best user experience for NAB customers.

Caylie shared a particularly interesting piece of advice that was a new insight, and one that some disagree with.

“Always bring your stakeholders in for note taking and depending on the project get them involved or doing themselves.”

We’ve heard from other UXers to keep the notetakers to your team, but Caylie makes a great point that including your stakeholders means you’re putting them in their own customer’s shoes. That helps everyone involved in the situation and brings pain points to light for your client. However, it’s still important to keep your notetakers to a minimum, so make sure you brief your stakeholders before going in and only bring in one.

During Caylie’s career, she’s spent a bulk of her time user testing and has always reaped the benefits that come along with it. User testing helps to highlight problems you may not have been aware of before. Literally, taking you from your perspective and helping you fit into your user’s shoes. Caylie sums it up nicely with,

“It [user testing] should be the bread and butter of your processes, always remember no one thinks the way you think.”


Top tips from Caylie on running your user test

Always get your stakeholders involved
The more people involved in your user testing, the more insights you’ll have. By getting your stakeholders involved early on, they’ll be able to put themselves in their user’s shoes and understand the pain points from a new perspective.

Always aim for diversity
Being diverse is a given. When your user testing, who you recruit will determine the quality of your results/insights. The best way to get the best results is recruiting a diverse group of people. Mix everything up from a demographic, geographic (depending on your market), psychographic and behavioural point of view.

Don’t be afraid to go off book
You can be as prepared as you want for your user test, and you should, but sometimes going off the book and going with your gut can lead to the best results. If you’ve got a script prepared, which I hope you do, don’t be afraid to probe areas that interest you while in the test itself. You might get answers you had never thought of.