This method incorporates several steps:

• User scenarios—drawn from real-life user needs
• Test scripts—to take users through tasks
• Recruitment strategy and implementation—to identify actual end users of the system
• Interviewing protocols—to standardize each user test
• Testing and observation—including multi-channel audio and video to ensure accuracy
• Reporting on findings—including labeling the severity of usability issues found

User scenarios tell a story about target users and their progression toward a solution. We use a narrative format to create a shared point of view between stakeholders, designers, developers, and evaluators. Next, we define specific task scenarios that expose users to the aspects of the system that they would actually need. We also factor user error. The number of tasks is determined by the specific requirements of the user population.

Before recruitment of testing participants can take place, we must first define criteria for participant involvement. Then, we contact participants directly to request their involvement, schedule each test, and make reminder calls a day or two prior to testing.

After the interviews have been performed, our usability professionals carefully evaluate user performance based on benchmark tasks and testing scenarios. These data, collected by usability test moderators, are extracted from handwritten notes, videotapes of each session, and screen recording software. The body of the report lists both global and specific interface issues, referring to examples seen during testing. Usability issues are classified to give a standard for prioritizing which issues cause users the most problems.