Usability testing
I ran usability testing with customers from different markets to improve Klook's UX writing and UI design.
Background
Content for testing
After two years of being Klook’s UX writer, I was proud of my content. I was confident that my writing was clear, empathetic and successfully guiding users to their intended actions on our platform.
But I had no way to objectively prove this. That's when I decided on usability testing.
I wanted to sit down with real users, ask them to complete tasks and see how they respond to my UX writing. Thay way I could find out if my content was helping or hindering the user journey.
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Strategy
After securing a budget, I created an email campaign to find users willing to take part in customer research.
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This allowed me to run usability tests with users from Singapore and Australia (our key English-speaking markets), as well as Taiwan and Hong Kong.
I asked these users to complete actions on the Klook platform. I wanted to find out:
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How they were understanding our content
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Their emotional response throughout the user flows
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Their pain points from the UI copy and design
Using data
By getting people to read and interact with my UX writing, I could find out whether the words I had written were being understood correctly and were helping users or not.
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I created a table to score my copy in terms of clarity and create a list of follow-up actions.
Scoring the UX copy
Climax
Suggesting design improvements
Usability testing provided me with valuable insights on user behaviour and feedback on my UX writing.
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More broadly, I could reveal areas of confusion and make suggestions to improve the overall user experience. I flagged these issues with product and design teams and created follow-up actions.
Epilogue
In total, I ran 3 rounds of usability testing at Klook for a number of different products, markets and languages.
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I also held a knowledge-sharing session and wrote an article to inspire people to get customer feedback on their products and content.
Knowledge sharing
