Usability testing

I ran usability testing with customers from different markets and found a way to measure the success of my UX content.

Background

After two years of being Klook's UX writer, I was proud of my content. I felt confident that my writing was clear and empathetic and successfully guided users to their intended actions on our platform.

But I had no way to prove this objectively. That's when I decided on usability testing.

I wanted to sit with real users, ask them to complete tasks, and see how they responded to my UX writing. Through testing, I could determine if my content was helping or hindering the user journey.

Screenshots of Klook's UI with potentially unclear copy highlighted for testing

I wanted to test pieces of content that I wasn't 100% confident about

Strategy

After securing a budget, I created an email campaign to find users willing to take part in customer research. Doing so allowed me to run usability tests with users from Singapore and Australia (our key English-speaking markets) as well as Chinese-speaking users in Taiwan and Hong Kong.

I asked these users to complete actions on the Klook platform. I wanted to find out:

How they were understanding our content
Their emotional response throughout the user flows
Their pain points from the UI copy and design

Screenshot of email for successful candidate to take part in usability testing at Klook

I wrote and designed emails for customer blasts and successful candidates

Using data

By getting people to read and interact with my UX writing, I could determine whether the words I had written were being understood correctly and were helping or hindering users.

I created a table to score my copy by clarity and listed follow-up actions.

A table of tested copy with suggested follow-up actions

I scored copy based on user's feedback and their correct (or incorrect) understanding

Climax

Usability testing gave me valuable insights into user behaviour and feedback on my UX writing.

More broadly, I could reveal areas of confusion and make suggestions to improve the overall user experience. I flagged these issues with our product and design teams and created follow-up actions.

Slide from results sharing session, highlighting a customer pain point on Klook

I shared pain points and solutions with the PM and designers

Postscript

I ran three rounds of usability testing at Klook for several different products, markets and languages.

I also held a knowledge-sharing session and wrote an article to inspire people to get customer feedback on their products and content.

Opening slide of workshop on usability testing at Klook

More than fifty colleagues attended my workshop on usability testing