 All right, I'm in audible you guys can hear me Yes, yeah Can you somehow help me with closing the door, please like so we'll get started Thanks, Machu All right, great So good evening everyone. So how you guys doing now better? Okay, so I'm gonna tell a story before we start like why this topic and like why this happened and all that Just for us to be on the same page. So you guys know what the context is Before that, I want to understand What did you guys think this topic is going to be when you see the title I know to an Instagram generation? Usability other was written on the abstract, but just looking at the title. What did you think? Like which means everyone reads abstract. Okay, great. I thought people don't find any idea anything else The power of communication through pictures and visuals. Okay. All right The generation with very little attention span. Okay. So how many of you believe that you belong to the generation? Yes, no, maybe like so all the all the instagramers and the snapchart was here Like how many instagramers and snapchart as do I have today? Okay, one just one No, no be bold and be happy about it. Why are you guys hiding yourself from like snapchat? It's still a nice app except for the hideous things. That's okay. Like But but even if you have used instagram or snapchat once I would just like to know who has used instagram and snapchat once Oh, wow. Great. That's fantastic. Okay, that makes my job simpler. So what I'm going to talk today is so before that There's a quick context on why this talk honestly, the fact is so While we're curating the entire topic for like this entire discussion Unfortunately with a couple of speakers who just dropped out and we had to like quickly figure out Okay, what is it? We're going to do we have like very little time We need to find out what I have to talk what what we have to do for these sessions So my session is one such one such session. Uh, so now that I'm going to do a talk I thought I might as well do something about what I'm passionate about So I'm going to take you guys back to a year ago like say in 2016 at the same workshop in agile India I was attending a workshop with Amy like where you guys there like any of you here in this room Who did product discovery? Yeah, so I was very inspired by what happened in the session You know related to product discovery meeting users Hiring them and understanding what they need and like how do you get them and all that for the past one year? My journey has been with users, you know I've like spoken with like hundreds of users done like different kinds of studies to understand how they react and respond Fortunately, I put myself as a guinea pig as well So I should I used to be a heavy Facebooker for some time and then I realized what will happen if I'm going to Uninstall or like deactivate Facebook and then start with Instagram And then see if I stop Instagram and start with snapchat And I just realized at the end of the day that I can live with anything but whatsapp So primarily because it was so convenient in whatsapp, you know, like if I have to share something The first thing that comes to my mind is like, okay, I'm going to share that in whatsapp You know, I don't know how many of you do that if you have to share a link or something What is the first stop you use most likely it's whatsapp, right? Like for instance in snapchat has a particular Feature to it and facebook has a particular quality to it and even your messaging services has a particular quality to it So this is what technically in the product discovery world they call it as a core loop You guys have heard of this word before so every product has a core loop that keeps the user Makes the user come back to the UP again and again So likewise it's very important for us to understand what a core loop is So what I'm going to talk about today is did you guys attend a narration session? Anybody here? Okay, so I think in narration session It was about gathering the idea and understanding what your core loop is What is your idea is so what I'm going to talk about is a little bit on the advanced side So anyway go through the entire life cycle for the benefit of others But just for you guys to have a context you guys have an option if you decide this session may not be for you I think you can walk out right now or even much later. It's okay But the whole idea is what we're going to talk today is going to be very specific to usability So what is usability and how do we do these tests and I'm going to run a few exercises That's pretty much and there are going to be like a couple of slides And I got quite kicked when I started looking at some of the gifs that we had for instagram So I've just kind of overloaded my slide decks with gifs because they're pretty cool So you guys don't have to bother about the slides So largely I'm going to have exercises and we're going to have learning through each other All right fair enough. Okay, great So yeah, so the very first question is Why usability tests any idea like you guys understand what a usability test is How is it different from an idea validation? How user can easily use a system? Okay Without help from anyone else. All right. Okay. What about idea validation? How is it different a great idea might fail if there is a poor usability? All right. Okay. So will a bad idea work if there was great usability? It might definitely support it. Okay. All right. Anyone else? It's towards the later part of the cycle, right? Okay. All right I think we are on the same page But before we get into this I'll also give an insight into what happens in any product cycle So first thing is idea you have like a fantastic idea You think you're going to change the world, right? You're going to start with that And there are like bunch of people who say, okay, this is my idea. This is what I want to do So what is the first thing that you do you go and build it, right? Right, is that what we do? Typically, yes, but what we are supposed to do We are supposed to validate it, right? So how do you validate it? Like what are the options? How do you go ahead and validate it? Sorry A quick poc is like proof of concept. Okay order prototype and then what anything else checking with some Prospective users checking in with pros some prospective users. Okay. Anything else? So basically anything that's cheaper you have something to say. Sorry Are there any similar products can we use their prototype? So basic idea is I don't want to spend any more money on this But I still want to get whether my idea is super cool or not. That's all exactly what I'm going to do So it can be multiple techniques. So I'm going to keep it very simple here So the first step would be your idea validation So this can be done in multiple levels, you know, you can talk to users You can survey you can give them an app you can do paper prototypes Have you guys heard of paper prototypes? Right and you can do some design prototypes as well Have you used marvel or like any of these apps where you can create design prototypes? Have you You have yeah, yeah, sure So you can use one of these and you can still build a prototype Which is like cost effective and you still get some validation from your end user Okay, that is one of the ways and there's something called idea cards as well So what they do is they put all the ideas on the card and then they show it to the users and see which one They like so that's going to be idea validation now Let's assume that what's your idea that you had you've got your validation and you guys are cool with you know I'm going to implement this once you go ahead and implement it. There are multiple nitty gritties there So that's where your usability study comes into picture So once the entire app is built or somewhere midway where you think the app is in a good shape to take it To the user you go and show it to them and then you see how they play with the app That's going to be usability and you're going to understand if there are any challenges with respect to that You guys are with me, right? Okay. So now I'm not going to do this. I'm not going to do this We're just going to talk about this Right clear. Okay. So now talking about usability Some of the advantages that we have like why do we do usability is so largely there are like few simple reasons So one of them is you just figure out how easy it is for a person to use their this particular app I'm going to focus only on mobile apps for now So how easy it is for a person to use a mobile app and what is the speed? You know, how fast can I perform a task? Let's say if I ask you to perform a task How fast can I do that? And the third one is memorability? You understand? What does it mean? Memory memory of the user What does it mean? Exactly. So let's say I'm performing a task right now. How easy it is for the user to perform it again Sometimes uh, first time it might be very difficult, but over the period of time it might become much easier Even that's an okay option. And then what is error? Did something wrong instead of doing this and that's an error, right? Okay. And what about delight? Like booking a cab. Okay. All right. You might have done the entire process correctly But your driver might have been an a-hole and nothing works, right? You're going to be like WTF that's what is going to happen. You guys are with me on that. That's going to be delight So when we talk about usability study, we kind of focus on all the aspects Which is ease of use speed the memorability error and the delight part, right? So that's it. So that's about the study and I'm going to talk quickly about who am I? What am I doing? So my name is Karthik Amal Balasubramaniam and people call me KK because it's much more easier And I work for agile FAQs and for the past one year. I've been working with a startup, particularly a mobile app I know how many of you have used hike messenger here. Yeah, I've worked for a hike messenger for the past one year Now otherwise I've worked for Nareesh So yeah, submit with a hundred KKB. So why a greedy soul because I tend to do multiple things like I have a book club I love dancing so I'm also part of a dance team and stuff like that So that's pretty much So I'll just move to the next one. The next slide is I'm going to quickly talk about what are the three stages of usability And we're going to jump into the exercise. Are you guys okay? So it's very simple First is going to be the preparation stage and the second one is the execution and the third one is synthesis, right? So what is preparation here? So now that if I have to do a usability, I need to prepare for the study What do you guys think we need for preparation? For a usability study, what all do you need? We need users. Absolutely. Yes. And then You need the script. Basically, you need to know what you're going to ask your users now that I have my users with me What am I going to ask them? You know, what is my purpose? What is that? I'm going to identify through the study, right? That's a fair enough thing. And what was do you need? Logistics is super important because sometimes when your users are coming there are a lot of things you have to take care of Including the space that you're going to hire or whatever type of study So it's basically like an experiment setup Every time you guys are starting a usability study always make sure you spend enough time on preparation because people don't do it Most often because you have to hire the right candidate and that's the most difficult part hiring itself We can talk for like a day, but I'm not going to touch upon it but if you guys have any questions we can talk about it later And logistics when I say it includes things like what kind of hall you're going to have? What is the lighting? What is the temperature and what kind of cameras that you're going to use to shoot the users? And you know, how will you keep the users informed about all these equipments? Everything includes logistics, right? So that's a different part. That's going to be the preparation and then comes your execution So today what we're going to do is just execution. We're going to perform a task We're going to run the test and we're going to observe what's happening, right? And the last thing is synthesis. Again, this is something we will not do today So synthesis is basically based on your observation. What are the qualitative and quantitative insights do you have from the study? All right, you guys are with me. So are we good to go? Can we start the exercise? Okay So now before I move there, uh, so I just want to uh, can you guys get up? Like we may not be doing this exercise sitting for sure So I want everyone who is comfortable with snapchat instagram or hike messenger to come to this side And others who are not too comfortable with the apps you guys can stay this side Even if you have used the app once you kind of fairly know what it is. It's good enough You know hike. Have you used hike? Do you have hike in your mobile? Yes, amazing. Then you can stay here. Yes So Yeah, it's going to be simple nothing much. You guys don't have to worry So all the how many people do I have your I have like are you comfortable with snapchat instagram or hike? Yeah, so I have like three six seven eight Oh That's a lot of people. Okay. Uh So No, no, these are people who are comfortable with snapchat instagram. So you guys are the instagram generation maybe Yeah, so what I want you guys to do is uh, there are eight people here I want eight individuals from this group to pair up with one of them here Just pick anybody like just go pair up with one person Eight of them just eight All right. So do I have do I have enough pairs? Can I quick show off hands? Let's see what it is. Okay. All right to Do you have a pair? Do you have a pair? Yes. Do you have a pair? Do you have a pair? Yes So how many people do I have today? So I have one, uh, are you part of it? No, okay? One two three four five six seven eight nine ten eleven. Okay 12. That's good enough That's a good number to have so what we're going to do is very simple. So I'm going to explain the rules to you So now the exercise is simple. I'm going to have three roles There's going to be a tester. There is going to be an observer and there is going to be the users So the bunch of people who are going to stand here. Your role is very simple You have to just play the game. Just do whatever they're asking you to do. That's pretty much You guys are with me. All right. Okay As far as you guys are concerned the ones who are good with the apps the first eight people You guys are going to be the testers and the remaining eight is going to be your observers. Okay Now what do you guys have to do is Take your mobile phones. I'm assuming you guys have snapchat instagram or hike all eight of you, right? Okay, the task is very simple ask them to click a picture add a filter and add a story Okay So this is the task. So what is the task now? I'm just going to give only one task I'm going to ask others are you going to like not tell them how to do don't threaten them also Don't scold them if they're not doing. It's absolutely fine. All you have to do is just tell them Hey, what this is my new app. It's just imagine snapchat is yours or instagram is yours Just imagine that and give them the app and then say, you know what can you just click a picture Add a filter tell them nicely tell them sweetly and then see how they are reacting and responding. All right And if they can't do it, it's absolutely fine. And maybe at the end of the exercise You can click a selfie and show them how it is done, right? But what you have to do is you have to pick your users So every group I want you guys to minimum take three users You guys are with me. All right So so same users might be performing the same task over and over again as well. That's okay Right and if you're performing the same task again in the same app, let your tester know that That's pretty much. Let's say for example, if someone is bringing instagram and you have not used it It's fair enough, but you already know how to do things in snapchat And if they show me then now don't show off like hey, you know what this how it's done Yeah, not that way you just tell them because I want the observers to play that part. You guys are with me Yeah, you guys are with me now comes the role of the observers. Your role is also very simple I want you guys to observe their hand gestures. I want you guys to observe their emotions I want you to I mean, I want to observe the conversations that they're having These are the three primary thing, but you guys are free to observe anything as asked for Okay, it's up to you guys. All right, whatever insights that you can bring. Let's figure out So let's start this exercise. So I'm going to give like 15 minutes for this. Is it okay? We just need three users minimum if you could do more users fair enough But end of this exercise, I would like to see a lot of snapchat pictures or instagram pictures with filters on And all your bunny filters, whatever, whatever you guys can pick. What do you want? Are you good to go? All right, so go find your users 15 minutes now. So other than I'm going to play some music So and and you guys can be a little bit more aggressive like Yes, you're clear with what you have to do if you have questions do ask me Yes, just a sec. There are eight groups here. Okay, and there are total 12 users Some of the users rest until then you can pick one user first and then the other user can wait Yeah, have you picked your user? Can you download it? Do you have instagram? Yeah, can you check once? So I was doing this Instagram snapchat or even hike messenger. I would prefer hike because I want some user data I would really need some user data Yeah, hike is here. Hike is here. Oh amazing. Okay, but like my phone is almost dying So I hope the observers are so you are the users you don't have anyone has contacted you yet Oh really you guys can observe as well if you're interested you want to see what others are doing No, it's very simple. So like say for example all three of your users You just take one user at a time so that others don't get biased So one of you can stay here others can leave maybe you can go to the other group So one of you decide to stay I'll tell what to be done Who wants to stay? Yeah, okay So like for instance in this group you can just tell them Can you ask him to click a picture through instagram and then add a filter and then post it On her account you'll delete it right immediately. Yes, you can take her picture if that makes sense And you observe what he is doing You can note it down. Yes On instagram last weekend But you don't have a user Even I'm very new to hike. Oh my god. Okay. Okay. Okay. Try I You don't know how to post it So what will you do now? This is the step. What do you think you should do? You don't know where to go now. Okay, but try something It is into somebody You know All right, okay Okay, uh, so can we take a quick debrief now? So I see some of you have done it So I want to hear from you guys what you have done. Okay Uh, can we take a quick debrief? Yeah, quickly, uh, everybody Are you guys done? And I know some of you have done this study, right? I would like to know what you guys have done Let's hear from you. Okay. All right So can you come forward, please? It's very hard to Discuss unless you guys are scared of me Like this group you guys are good Okay, these guys are good So I want to give some general instructions because I see that different people are doing different kinds And what is what is okay? And what is not okay? So we get a holistic study and a full hand experience of that So I want to volunteer any volunteer, please and can I use your phone for uh, Which app are you using are using instagram? Okay, uh for the testers, it's very simple And and also see that people are panicking when they're not doing it properly And it's okay if the users are not doing it. All you do is let's say for instance, I'm going to tell them Can you add a story? To this yes Do you understand what a story is? Okay, story is basically a day in your life a moment in your life If I say you can post this on your instagram. Where will you go and post this? Just look at the app play with the app and see where will you go post it? Okay, so give them the picture It's gone. Okay. All right. Uh, so now what did you guys observe him doing? He didn't know what to do right. So what will you do when he's not able to do? Just tell him it's okay Like if if the user is not able to find then just move on to the next user You can just say hey nice meeting you and then you can go to the next user, right? You don't have to make him do an action if he's not doing an action. It's absolutely fine Okay, so what the observers will observe for instance, whatever I have noticed is they were like multiple buttons I asked him to click a story and there were like options as there was a camera And there was an error like button and there was something called as your story So the feedback I got from this is he didn't read your story Right, so that's the feedback that I'm getting from the study which means that my usability of this app is not that great So that's all you guys have to get and then just move on get this feedback and then quickly move on So what was the user experience? The emotion is very frustrated. I found him to be very frustrated. I'm sorry But yeah, that's what I felt you know It's more like that's what I got a sense of he's been being very frustrated So I just gather that emotion and then I just move on why am I doing this because what I'm interested in is not to Make him do this task. That's okay. I'm not going to judge him for doing or not doing the task But what is critical for me is to understand the behaviors So go and do it with 10 people. You'll realize that all 10 of them But what I want to see is understand behaviors. Let's see where instagram snapchat and hike messenger fails when it comes to usability All right, you guys are good If you if you have a better idea fair enough like I mean you can do another task as well I want to understand as many things as possible. But if you think you want to do something as fair enough Okay, all right. The whole point is just play feel free do whatever you want But move from one user to another. All right. Okay 10 minutes from now guys Yeah, don't take more than a minute with any user 3 30 40 seconds is a good enough time Yeah, how are you users give them money if you want You know do it She's the one who's been writing a lot of things I've been noticing for a long time. Yeah I know seriously She has observations about all of you Oh No, no, no, that's okay. That's later that's much later No, no, if he's not doing it, you can move to the other person. He did it. Then go to the other user get more data points You feel that okay go for it So guys at the end of exercise, I want some insights from you guys as a team as behaviors What do you notice from your users? This tool is having this much Really, okay, let's figure that out. Let's hear from you. Okay It's it's you're using instagram, okay So what did you observe the usability is Device dependent his device dependent. Yeah, so what do you think we will talk about actually? It's an interesting case that we should talk about Okay All right, okay, you're using instagram more snapchat They are using instagram right now. Okay. All right. I'm an occasional user of Okay, okay. I just want to see an ios how it works. It was different or difficult Not intuitive as much. It wasn't intuitive. Okay So No, I think somebody's using hike and I want to see one are you using snapchat? No, okay. Are you using snapchat? No, okay You guys don't prefer snapchat, okay You guys are using instagram right are you done with how many users? More more get four five six seven There are so many users who are waiting and you just go grab them. Yeah You guys the pointers the more users you do it you get more insights you notice and observe you observe behaviors You will be able to correct them as well So if you're done with three take another two or three more users as well So how many users did you guys do two? Okay, do a couple more Any more users Are there more users? I think you guys have tested enough Okay, last couple of minutes Are you guys done? Yeah, okay. Everybody's already used instagram. Oh, is it? Okay. All right. I think it's good enough time All right. Okay. I think I think most of you have done the study right all of you Is there anyone in the room who didn't participate in the study? Anybody in this room wouldn't participate in the study as one of the roles You guys are good. So I want all the users this side and all the observers and all the testers Okay All the users observers and testers can you guys group into three like so we get to hear what you guys thought So all these are users all of them are users Observers can you sit here the users don't like me so They're far behind so all the observers please and all the testers I thought there were eight people right? Can you come forward a little bit? Yeah all the testers Okay, fantastic. So what did you guys think? Let's start with the testers. Let's hear right. So it's the same app Let's hear perspectives. Uh, so you guys have been using uh, instagram and haiko snapchat for some time What was your experience? What did you think? Did I just say are you guys is is the audible? I'll let you the mic. Yeah, you can use my mic so for the So for the first time That's that's what happens when you use it for the first time. Yeah Check yes, fantastic. So I mean for the first time it's really difficult for anyone to see okay, but after Trying that app again and again you actually develop a memory of that Thing so you don't actually read that point you what I feel is users don't actually read Users actually use their memory to find that action. Okay, so So what is this? We'll talk about it. You're saying that users use their memory when to find the action But they don't really read things. That's what you're saying, right? Okay, any other observations anyone? Well, one thing that I observed was that Uh, when I asked them to okay when I asked them to Post a story. Okay, so for me it was right there. Okay, but for them They were not able to figure it out for like two three minutes. Was it frustrating? Yes Like doing the study is there like I kind of see it. It's right there. Like did it happen like yeah cool. Okay What would you yeah, we did happen to show the App to three of the users. So one was kind of really confused. Okay, we just asked her to click a pic So she was not able to find the camera. All right And another person, uh, they were like the platform was not ready in the sense They were using a different kind of phone and this was an android phone. Okay, so the platform was not ready Just let the way we do it with the browser testing. All right. Okay, so that was a thing and uh, yeah Kind of confused reaction from the reactions. Okay anything else you guys would like to add more than this Like did you observe anything else? What was your experience like particularly for the instagram? I felt that Anyway, it's audible. Oh, yeah, so It records. Okay. So, uh, uh, for the first time users, uh, I think probably instagram may, uh, do a slightly better Okay, for the first time, uh, when I was trying to use it, I was slightly confused Okay, but the next time it was quite fast. It was quite fast. Okay. All right. Have you used snapchat before? No You haven't. Okay. All right. Anything else you guys would like to add Yeah, with hike, uh, the first user was unable to find it hard to use the app. Okay When from my personal experience, I don't like hike as much as like whatsapp. Sure. Yeah That's why they hired me, please Surprisingly what we saw is all the users we interacted with they were able to, you know, take a picture and post the story All right. Okay without any help. Okay. So maybe Maybe they just don't know how to use it. Yeah, she was also worried when the first picture went I don't know who is going to see this. Like what's going to happen? All right. Anyway, so thank you so much all the testers. Uh, let's hear from the observers So what did you guys observe? Like what are the patterns and behaviors that you observe? I think it started with frustration. Okay. So the emotion was frustration. Okay. All right So when Was asked that, okay, click a picture. Okay. The first reaction was okay. Where do I find it and The camera is on the top, but we started with the plus anyway still was able to figure out. All right, and uh, Later like we said, okay, let's click off selfie with three of us. Okay, and uh, Only two people who are actually fitting into the how many users did you interview? Three your success rate is like two out of three Right. Okay. All right. So not a very smooth experience and when it came to like a story So I played the role of observer and for demo I played the role of actual user Nobody I think was able to actually find the story from at the in the first shot And after the tester actually showed us around and we came to know that okay, it's along with your friends At the top. There's the first icon, which is your story. So I am assuming that this is a fifth friend. All right Which was actually not a very smooth experience. All right. It wasn't a smooth experience So what I gathered is two out of three users did it and the general emotion was frustration And it was not a smooth experience here. All these words because these are very crucial. Okay. What next what anyone else would like to Share yeah, so apart from what? just Being said, uh, I observed one point where in there were multiple icons duplicate on the same screen So okay users were getting confused which way to choose So when when I when I so which app are you talking about? hike oh hike, okay Thank you. So So users were having a problem thinking, uh, okay So if if my tester is asking them to create a story, uh, there is no direct icon saying the story on the first screen All right, but there are uh buttons which shows something like chat So this is on top also and bottom also now users get confused to click on bottom They go to bottom. They see there are my stories there, but okay there They see the previous story guys photo over there, which is clicked. Okay. Again get confused. Okay Will it post my story or the the existing story will be reposted So that's the kind of confusion it comes and user come back to the previous skin and again go to the Same button, which is lying on top. Okay. So a lot of uh, uh I'm saying like a simplicity like So you felt that this app had like too many redundancy and because of that it was very confusing for the users to pick That's what that's your insight. Can anyone talk about instagram? I think we got like you both of you maybe Yeah, yes See apart from what they have instagram thing when our tester asked for take a picture So they're talking themselves. Okay. So how to take a picture kind of a thing, you know, they're searching And identified the camera. Okay, then after that filter means bloody where is the filter? What filter? All right kind of a caution actually. Okay. Okay. And there is a user story to save it. Okay So what is this user story? Okay. Okay. What's your use your story? So we're asking you all these questions. Yeah, so US story kind of thing. So some of them were speaking for themselves Okay, they're speaking for themselves. Okay. All right. And once you Some of them Once they they are asking the question. Did it upload? Okay without doing any action on the thing kind of a thing So is it done uh whom to send? Okay, because the list of users getting listed there kind of a thing And yes, I see there is so did they perform the action finally did they click a picture add a filter and send it to someone Uh out of four one did that successful one person they repeated the steps And the remaining others they were successful. Right. Okay. So what I hear from him is it's largely the consolidated What I'm hearing is people are confused again. They were confused at various steps. They didn't know where the camera icon was They didn't know how to apply filter or what filter is in first place And if I'm going to send it who will get this again, that's a question that people had Right. That's what I'm hearing from. Yes. Yes. You have something to add. Yes Just a minute. Yeah, so The the user actually started by uh to do some other tasks like for example Uh, as I said selfie for three people. Okay. Okay. That's what the objective was. Okay, and uh Normally in the same camera three or five people can easily fit In the instagram, uh, whatever resolution it was showing only two people were fitting Okay, so the user actually ended up clicking the picture of the tester and the observer and he said, okay I'm good. That's fine. Okay. Enough. That's enough. So actually the user Got frustrated and said, okay, you guys take the picture and I'm done. Okay. All right. Okay. Anything else you want to add? Yes So we had interviewed four users the first user was like using it for the first time So the initial reaction was curiosity. He was really like curious to Just go through the app and but he did like struggle for a while to figure it out Where is his story where is a filter? Okay after two three minutes? He managed to do that All right, the rest of the users they had used it before they were kind of like, okay to try it again But unfortunately the app was crashing the app was crashing. It was like frustrating and I don't think they are going to come back Again, all right. Okay. Great. Thank you so much. So let's hear from the users How was your experience like using these apps for the first time in one word if you have to say what it is Okay, how was your experience? So mine was to add a story on instagram, which I had not done. Okay. How was it? I struggled to find your story because there were too many icons And I did the typical thing of going on because I felt your story So I went to the profile to see in my profile. Will I be able to put my story? All right And at the end it was more frustrating when someone showed me, you know, the story is your story is right up there And I'm still not convinced that Why is it in line with all the friends circles and in the same icon and I kind of said, you know That's something that I the only takeaway I went after this and I'm not going to use this So this is very interesting. So you thought actually the plus and whatever you saw after that were friends icon No, the on the your story and after that on the top bar with your story The top bar is friends icon. Everybody here Oh my god, instagram sucks Actually those are the stories posted by your individual friends Anyway, yeah, let's let's hear from other. So he's more frustrated now. You're like, what is this? I'm not going to use your story. All right. You'll not be using it. Anyway, okay anything else and what for me? I'm actually I would use it of instagram on android, but when I saw that I think she was having it on apple phone. So I said, let me go and check it out on ios. How does it? Surprisingly, it was not very intuitive I'm used to putting stories on instagram or even clicking pictures and uploading but When the device or the platform changed the same steps, which are memorized in my head for an android device didn't really work out that well It didn't work out pretty well. So you see there is a change in the Usability based on the device It took me probably 30 seconds more to get the same action done. Yes. Yes. You want to add something? Yes So I would say it was the same experience as I had when I first time used facebook and twitter Okay, all right, and I think the next time it is pretty easy. It's going to be pretty So it's just the first time problem. It's the first time same what we did with facebook twitter or any of these social media tools All right. Okay. All right anyone else? So basically what I'm hearing is generally there's a lot of struggle. There's a lot of frustration Almost you guys decided that I'll never ever use this app again in my life, right? Okay fantastic Hey, I've got some customers for hike. I hope yeah I used instagram one of the first time today, but I find it comfortable. What about tester asked me to do it I could do it, but I struggle for the hike They asked me to do my story, but I was seeing the chat icon. So I was confused They are in and out or something else. All right, so instagram I found it easier. Yeah, okay So what I'm hearing is from a usability point of view you found instagram to be a lot more smoother than hike messenger Is it right? Yeah, okay great amazing. Uh, so yeah, I think it's it's it's like so this is almost A quick dip like like a dipstick into all of you for all of you to know how usability study work Right. Have you guys looked at apps this way before like whatever apps that you are using? Have you used that the usability? Have you seen how people struggle using it because it's a big that's a largest There's a it's a huge science, you know a lot of research going on around how users are interacting with the machines You know, that's a big science by itself. So whatever we did is like just a glimpse of What it feels like to do a usability study, right? So now do you think these inputs are important and valid? What do you guys think? Some of them why it is some of them example Okay, all right That might not be applicable So what she is saying technically is let's say the users that we had today If you guys don't belong to the demographics that we are looking at then this feedback is not very essential and that's spot on Like for all, you know, I don't have to please everybody in this room But if there is a certain demographic that I'm targeting if that's my tg Then if these guys are comfortable then it's okay to do trust me I've like worked with like hundreds of users in the past one year I've done like usability study and stuff like that We'll talk about quick dos and don'ts and then we'll wrap up the study But one quick understanding that I had was the behaviors of people actually what I'm observing is not really about their opinions Not really about their what they say and what they say after and before But what I'm really looking for is the subtle behaviors that they actually exhibit You know, like say for instance next time ask your friend To perform an action in an app that you particularly know and see where they intuitively go and click What is interesting is in respect to of the user Wherever they come from they all seem to go and click at the same place because Subconsciously, we all think that's where this particular feature is going to be and that's how usability work You don't really ask your users or threaten your users saying this is how it has to be You just let them play with it. That's why sometimes unofficially. It's also called this playlist But it's good fun. You know while you do it You just realize that how fantastic it is to observe similar behaviors across different human beings And you're asking them to perform this same task So what we did today was more like a task oriented usability study where There was an individual who is actually giving you the task and then somebody is performing And there's also another way of doing it. What is the challenge of challenge in this particular case? What do you think the users might go through? They may never end up using that up, but let's look at the emotional aspect of it. What are they going through in the process? Somebody judging you isn't it like it's very hard for you to put yourself there and then say You know what like you try this and show it to me. You know, it's more like that So when you're not doing it, it's not going to feel good. They're going to feel bad about it So there are multiple ways of doing it Some of us also Give the task list to the user ask them to go to an individual room and then say finish your task and come And that's pretty much and there are there are heat maps Sometimes there are ways in which you can observe where people are looking at in your mobile app So they wouldn't even know that they are being tested, right? But at the same time as an individual I prefer telling the user what they are going through and it's very very important Okay, so the crux is Yes So are you asking how do you decide on your tg? Your target group. Actually, that's a big big talk by itself because like when we talk about your target group Your target group can be of multiple kinds Okay, what are you talking about? For example, let's say a mobile phone. Okay. All right So until unless I am dissatisfied with whatever I am existed All right currently. Why would I be interested into performing a usability test? Because I don't have that inherent need. So how would you how would you So while deciding your while deciding your group, how would you make sure that you don't have Or you have these kind of people All right. See what is interesting here is we don't really see training the user is the most difficult part of your life You know if you decide that there is a super cool feature and there is a super cool plan And I think that's fantastic and my users will learn it that will never happen It's going to be the most toughest and the hardest part like say one of the difficult challenges what let's look at What's up, right? Let's look at what's what they have done is they've kind of trained the users Over the years Today any charting charting up that you're going to get any messaging app that you're going to get The inherent expectation is it should be like what's up and there have been like so many customer requests Which says that in what's up? We do it this way and why aren't we doing it this way in this particular app? So it's very hard to train your users So in your case if you ask me that if people are coming back to you over and over that's a very bad idea You know like if I'm if I'm coming in the group with a preconceived notion That I'm not going to like that app. So I'll I'll perform the testing So my testing would be influenced based on whatever I'm coming with Yeah, so how do you how do you eliminate or how do you? Okay, so you're saying that you're not an user of the app You're going to see the app for the first time and you already have a notion I'm not going to like the app what is going to have we not going to do anything So whatever the user does is what the user does however when we talk about our tg Or we decide on our tg at multiple level. We have the regular users the high profile users people use it Million times a day and then people who are like medium users and then we have rare users and then people Who don't use it use it at all so when we conduct our studies We usually conduct it across all this tg to understand what their behaviors are and obviously we're going to pick whatever is convenient for you It's it's impossible for you to build an app which is going to cater to the needs of everyone But just to take a data point we kind of take Conduct studies with the users who have not used the app as well So there is there's no point in convincing the whole idea is you don't have to convince any user So at the end of usability it's not like they should like your app It's absolutely fine if they don't like the app if they tell you things just here and then be very patient and say thank you very much Thanks for coming. That's pretty much. We don't have to convince our users We don't want them to say hey, this is a fantastic app and that's the last thing we want to hear from them Yeah, uh, can I go to my last slide so then we can like wrap up with few more questions Uh, so I think I'm like running short of time. Yeah Yes, so I'm just going to quickly talk about the points to remember and then we'll be good and any questions I'll take post a session. So so few things that you have to remember about usability is don't ask always observe You know, don't ask them questions Don't put them in a place where they feel uncomfortable always empathize with your user because it's going to be very hard for them Just give them a task and then observe what they are doing. That's pretty much and be open to ideas If they're going to tell your app is bad if they're going to tell whatever you're doing is not right It's absolutely fine. Just take the feedback and don't threaten them This is very it's very normal sometimes when you're building the app You're very passionate about it when they say hey, I don't know what it is They might like what do you say, you know, that's that's that's how the usual experiences So don't threaten them and don't lead them, you know, don't lead them to another Thing and then the important part is be patient like I said if they're giving you feedback Let's take it and the last one is have more empathy, you know Just understand what they really want to say and hear from them and then Move forward from there. So this is just a glimpse of how usability is going to be I think I've run short of time. So I'm going to end it here. So thanks everyone. Thanks for coming Uh, so we'll any questions I'll take up after this. All right. Thank you