Usability testing

I ran usability testing with customers to measure the success of my UX content.

Background

After two years of being Klook's UX writer, I was confident that my writing was clear and helpful to users.

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

I wanted to ask users to complete tasks, and see how they respond 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

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 understood our content
Their emotional response
Their pain points

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

I wrote and designed emails for customer blasts

Using data

When I saw people interact with my UX writing, I could determine whether my words 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 cunderstanding

Climax

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

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.