xploreUX Cast

0011 - Identifying User Pain Points Through Usability Testing

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Identifying User Pain Points Through Usability Testing

In this episode of xploreUX Cast, we delve into the world of usability testing and how to create user-friendly products by identifying user pain points.


Struggling users mean lost sales and frustrated customers. Usability testing is like inviting users to try your product and see where they get stuck. These pain points are gold!


Why do user pain points matter?

  • Happier users = loyal fans
  • Increased sales and conversions
  • Catch problems early and save money


    • How to find user pain points:

    • Moderated Usability Testing: Observe users interacting with your product, ask questions, but avoid putting words in their mouths.
    • Unmoderated Usability Testing: Users complete tasks online and record their screens and thoughts. Great for wider audiences and tighter budgets.
    • Card Sorting: See how users categorize information to identify if your navigation is logical.


      • Uncover the root cause of the problem:

      • Think Like a Detective: Ask follow-up questions to understand the user's thought process.
      • The 5 Whys: Ask "why" something happened five times in a row to get to the root cause.
      • Probing Further: Use gentle questions like "Can you tell me more about...?" to avoid defensiveness.


        • Taking action on user pain points:

        • Prioritise: Focus on the most frequent and impactful pain points.
        • Brainstorm Solutions: Get your team together to creatively address the issues.
        • Prototype and Test Again: Don't assume your solutions work! Test them again with prototypes.


          • Go beyond usability testing:

          • Customer Support Tickets: Analyze recurring questions and complaints.
          • Social Media: Listen to user conversations about your product.
          • Website and App Analytics: Track user behavior to see where they struggle.

            • By addressing user pain points, you create a product that's delightful to use!

            This episode is packed with tips to help you identify and fix user pain points. Stay tuned for the next episode where we'll dive deeper into the world of UX!


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            xploreUX CastBy Obruche Orugbo, PhD
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