How to Set Up a Usability Lab

May 2011

Usability testing has become integral to the product development cycle for websites, web applications, SaaS, mobile sites, mobile applications and everything related to the customer experience online. As a result, many clients have set up their own in-house usability labs to enable persistent and iterative usability testing for their web-based products. Creating an in-house usability lab is not only cost-effective, but also enables impromptu usability testing throughout multiple stages of a product's lifecycle, from testing concepts, wireframes and paper prototypes, to full beta sites, live websites, mobile sites and mobile applications.

In this article, we will define the "Top 5 Steps" to consider when setting up a usability lab. Even if you are not looking to set up your own lab, many of these tips will be useful when selecting a research facility that provides usability testing capabilities.

Top 5 Steps to Setting Up a Usability Lab:

1. Create a Participant Research Room:

The participant research room is where the moderator and participant will conduct the usability testing. There are a few basic requirements for the participant research room as follows:

• Basic Technology Requirements:
  
  Computer Equipment
  - Participant Computer (PC is standard)
  - Monitor (17" screen or larger)
  - Keyboard/Mouse
  - Speakers (If testing audio / video)
  


Computer Settings
- Screen resolution set to 1024 x 768 (Minimum)
- IE7, Firefox 3, Safari (if using a Mac) or higher (Occasionally, a rollback to a previous version of an Internet browser may be necessary, especially when evaluating prototypes. Be sure to test this before your sessions!)


Phone / Internet Access
- High Speed Internet Access
- Telephone with a high quality speaker


• Relevant Software Downloaded:
  - Relevant software should be downloaded on the participant computer prior to testing, unless you are evaluating the download / upgrade of an application as part of the usability
  - Applications often include: Adobe Acrobat, Adobe Flash, Windows Media Player, QuickTime Player, MS Office, WebEx, GoToMeeting, etc.
  
  
  
• Refreshments for Participants:
  - It is ideal to have water and / or beverages in the room, so you will not need to stop a session if a participant needs a drink. Tissues and anti-bacterial gel are also a good idea!

2. Establish a Client Viewing Room:

The client viewing room is where stakeholders can observe the live usability sessions. Ideally a client viewing room has a two way mirror where clients can view participants live as well as view their computer screen. If this is not feasible, a large-screen monitor that is connected to the participant's monitor will work just fine. What are the requirements for a client viewing room? The requirements for the client viewing room follow:

• Basic Technology Requirements:
  - Large High-Resolution Monitor / LCD TV for multiple clients to view sessions that is connected to the participant's monitor
  - High-Speed Internet Access
  - Telephone w/Speaker
  

• Picture-in-Picture Viewing:
  - There are multiple methods to enable picture-in-picture viewing including: Using Morae, a Scan Converter and webcam, WebEx, GoToMeeting, FocusVision, etc. For details see Step 3.

3. Enable Picture-in-Picture Recording:

There are a few basic options for enabling picture-in-picture recording as follows:

• Option 1: Morae
  - This is the most pervasive in-house recording equipment that enables picture-in-picture recording, real-time streaming audio and video and recording from the participant computer into the client viewing room. TechSmith is the company that offers Morae
  
  
• Option 2: Video / Audio Recording Equipment w/ Scan Converter
  - This is the traditional (somewhat outdated) method used by many research facilities to deliver picture-in-picture recording. They have built in audio in the participant viewing room that pipes into the client viewing room and they place a stationary video recorder in the room to capture participant's facial expressions. The computer is connected to a monitor in the client viewing room using a cable and a scan converter to enable picture-in-picture recording.
  
  
• Option 3: WebCam / WebEx
  - This is the most cost effective method of conducting a usability lab, without investing in lab equipment. You can attach a WebCam to the participant monitor and use WebEx or GoToMeeting to remotely view the participant's computer screen. Using a conference dial-in, remote parties can listen to the moderator / participant while watching the session online.

4. Manage Recruiting:

Often a third party recruiter or facility will conduct the recruiting. However, it is important to closely manage the recruiting process and establish the criteria necessary to ensure the right sample is recruited. Below are the key requirements:

• Create Screener:
  - Identify key questions that will determine target sample
  
  
• Engage Recruiter:
  - Either in-house, or using 3rd party, to contact prospective participants
  
  
• Offer Incentives Based On:
  -Based on length of interview (e.g., $75 for 1 hr)
  - Type of participant being recruited (e.g., physicians will require a much higher per hour incentive than consumers, etc.)
  - Whether participant is scheduled or a 'floater'; Floaters receive a slightly higher incentive as they will stay for 2 or more hours (e.g., $150 for 3 hours). If you decide to use floaters, you must have an appropriate waiting area. An alternative to floaters is to schedule more respondents than you need (e.g., 8 sessions instead of 6, etc.) to cover in case of no-shows. If you do not have any no-shows, you just have more data at a lower cost!
  
  
• Provide Instructions:
  
  
  Time of arrival
  - Participants should understand the time of the appointment and the time you expect them to arrive (usually 15 minutes before the start of the session). This will allow them time to access the building and complete any necessary paperwork, and allow you to stay on schedule.
  
  Directions to Facility
  - Ideally, you should provide the recruiters with a PDF of directions that can be emailed with a confirmation to participants. These directions should include any specifications of which door to enter, whom to ask for, etc. - anything a participant needs to know to access the building and be directed to you.
  
  Parking Information
  - Directions should also include parking details. Is there a special lot? Is parking being paid for? Should users take a ticket? Are there special visitor parking spaces?
  
  Access Requirements (if necessary)
  - Is a photo ID necessary? Is there anything else participants should know about accessing the building? What if the session is after hours - are any special instructions?
  

5. Designate a Participant Waiting Area:

As participants arrive at your building / offices, it is prudent to designate a suitable waiting area that includes the following:

• Chairs and Table:
  - A comfortable seating area where participants can read or work is key.
  
  
• Magazines:
  - Magazines or other amusements should be provided for participants who do not bring something to do as they wait.
  
  
• Refreshments / Snacks:
  - At a minimum, water should be provided for all participants in the waiting area. Offering beverages and snacks can make for a more pleasant and welcoming experience.

We hope these guidelines can help as you think about setting up your next usability lab, whether you're building your own testing environment or working with a facility. If you have any questions or need assistance, please read more about our usability testing services or contact us!

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