Page 297 -

286 CHAPTER 10 Usability testing

10.5.5 TASK LISTS
Creating the task list can be one of the most challenging parts of creating a usability
test. Unless the usability testing is very exploratory, formative, and takes place with
very early stage prototypes (possibly on paper), it is likely that a task list will be
needed. A task list is used so that when users go through an interface, they are goal-
directed. Tasks need to be clear and unambiguous and not need further, additional
explanation. While a background scenario may be presented at the beginning of the
task list, just to set the participant in the context of the tasks, the task list should not
require the participant to ask additional questions about the tasks. The tasks should
typically have one clear answer or one clear solution where users know that they
have completed the task. Tasks should relate to the key features of the interface,
tasks should not be requests for information that the user could know regardless of
whether they used the interface (or items that would primarily be found using a web
search engine such as Google or Bing). For instance, it would not be appropriate to
ask participants to use the interface to find out when Victoria was Queen of England
or who won the World Cup in Football in 2012. Participants might already know the
answers to these tasks and would not need to use the specific interface. The tasks
should clearly require participants to utilize the interface.
Tasks are often chosen based on a number of factors (Dumas and Fox, 2007). For
instance, it is important to have tasks that are performed often and are central to the
goal that users want to accomplish. In addition, tasks that are critical, such as logging
into an account or checking out on an e-commerce site, even if not frequent, should
be included. If there are sections of an interface where there are existing questions
about usability problems, they could be a focus of some of the tasks. In addition,
sometimes, task lists try to be all-inclusive. For instance, if users can utilize menus,
shortcuts, or a command line to reach material, some usability moderators design
tasks that use all three approaches.
Typically, the task scenarios and the tasks themselves are representative,
however they do not utilize any of the user’s real data or personal information.
Usability testing an interface typically does not involve any of the user’s real
financial, health, or contact information. Often, test accounts (also known as
“dummy” accounts) are created on e-mail servers and transactional servers, so
that, as a part of the testing, users will not need to use their own accounts or enter
any personal information. These test accounts will be utilized only for the purpose
of testing. Even fake identities may be used in usability testing, for instance, when
filling out an online form as a part of the usability test; users will be given a fake
name, such as “John Smith.”
It is important to note a few things about the use of test accounts and fake names.
First of all, do not ask users to actually create the fake identities or test accounts, as
it will be a waste of time. Have these accounts and fake names already prepared for
users. Second, be aware that, while test accounts and fake identities are often uti-
lized in usability testing, there are situations where it could be a violation of law to
submit fake information. So, for instance, Wentz et al. noted that, when submitting
data to government emergency agencies, even as a part of usability testing of their