测试时让新用户自己找答案
How should we use the usability test results to improve the website?
页面上线前请两位首次访客找包装规格并完成模拟申请。一人找不到规格，另一人在手机上看不到提交按钮。
1 · 先听见真实对话
Colleague: What information was difficult to find?
You: One visitor could not find the pack size.
Colleague: What problem appeared on mobile?
You: Another visitor could not see the submit button on a phone.
Colleague: What changes does the usability test suggest?
You: The usability test shows we should improve the information placement and mobile form.
2 · 理解表达在这里做了什么
user task
the specific thing someone comes to the site to do
Requesting a quote is a key user task.
任务应从用户角度描述；“看我们的酷动画”通常不是用户的实际购买任务。landing page
a page built to help someone take one next step
The landing page helps buyers request a sample.
页面有重点不等于隐去重要条件；价格、范围和下一步应清楚。usability test
observe whether people can complete the intended task
The usability test checks whether the information is easy to find.
问“喜欢吗”不等于可用性测试；观察过程且避免直接告诉用户答案。3 · 跟读后，换成自己的信息
One visitor could not find the pack size.
一位访客找不到包装规格。
Another visitor could not see the submit button on a phone.
另一位访客在手机上看不到提交按钮。
The usability test shows we should improve the information placement and mobile form.
可用性测试说明要改进信息位置与手机表单。
After fixing them, we should repeat both tasks with a new visitor.
修复后，请新访客再完成两项任务。
保留沟通意图，换掉人物、文件或时间。简单而准确的句子同样有效。
4 · 接住对方的话
What information was difficult to find?
一位访客找不到包装规格。
查看一种可行回答
One visitor could not find the pack size.
What problem appeared on mobile?
另一位访客在手机上看不到提交按钮。
查看一种可行回答
Another visitor could not see the submit button on a phone.
What changes does the usability test suggest?
可用性测试说明要改进信息位置与手机表单。
查看一种可行回答
The usability test shows we should improve the information placement and mobile form.
5 · 换一个情境，再试一次
What if the visitor still needs our help?
What if the visitor still needs our help?
Address the changed condition. Choose a practical next step and explain why it helps.
- My response addresses the changed condition.
- I explain one practical action and its likely effect.
- I make the next step clear.
6 · 明天不看答案，再想一次
What information was difficult to find?