Welcome back to Christmas (in July)! To get us going this week, we’re going to start off with not one gift, but three incredibly relevant pieces of content.
What good is it to have a robust CMDB full of data or an organized Knowledge Base if your users, whether they are employees or customers, disengage from the page as soon as they get there?
Your users, customers, and employees alike have a very low tolerance for flaws in the products and services they pay for. And it’s not like you’re building each Service Portal, website, or App page with a set of user instructions. So, when a user shows up to your page or opens your App, how are they supposed to know what to do?
Even if you have the greatest content in the world, without good design, users will be left with questions and frustrations. This will severely impact your bottom line when they drop off the page without completing an action.
To save you from design calamity, we’re sharing a quick way to evaluate your own Portal, website page, or App. It’s called the Blink Test (often referred to as the Five Second Test), and it’s something many designers swear by as a critical testing step.
As we walk through this qualitative and quantitative testing method, it might be valuable for you and your team to also read (or skim, we know how busy the workday is) a few of our Service Portal resources. Both your internal Employee Portal and your external Customer Portal are critical business investments that allow users to utilize self-service tools and receive on-demand answers. But remember, no matter how robust your architecture and content is in the Portal, without the right UX and UI, your users will be left disengaged and frustrated.
- Service Portal LookBook. The book features four Acorio clients, and their live ServiceNow Service Portals, walking through the UX Design thought processes for each of their unique business goals and needs.
- The New UX Strategy. As a follow-up to our Service Portal LookBook, this eBook focuses on a rigorous, data-driven model to maximize your Service Portal experience. To gain adoption, the Portal needs to be modern and compelling in design, reflecting the company’s branding while using images that resonate with its associates. It needs to be technically sound, with rigorous user testing to overcome any failures in the functionality.
- The Anatomy of a Five Star Service Portal. This eBook is a holistic overview, part theory and part technical, of embracing a user-focused strategy to creating your Service Portal. Walk through direct steps to help you create a Service Portal that lowers support costs and increases efficiency.
The Blink Test hinges on the fact that impressions of your product or page (and therefore your brand) are determined within a matter of seconds. From a test user seeing your page for only five seconds and then reporting back what they saw before they had time to think about it, you can determine what visual elements are the most prominent, like if text placement was large enough or saying the right thing, if colors were misleading, and if the next steps the user had to take were identified right away.
Why five seconds? Five seconds is just long enough for a good design to communicate its primary message. Additionally, users are increasingly multitasking, whether it’s switching between Apps with a single swipe of the finger, or opening multiple browser tabs at once. Reduced attention means an increased importance in effective design and messaging.
Different companies and design agencies use a wide range of blink tests to find the nuances within their pages. We’re going to walk through three different types of tests, but as long as you have the critical basic elements, it’s up to you to determine which is best for your company.
1. Q&A Blink Test
In this approach, you simply ask the test user a series of questions after showing them a page for five seconds. Questions should center around, What does this site convey? or, What is the purpose of this page? From there, you can ask additional questions about if they felt like they were the right audience for the page (then, why or why not), if they knew what the action item on the page was, or where they would go next.
A few tips to help you get started;
- Be prepared to only ask 3-4 questions. People forget quickly, especially with digital content. The point of the blink test it to get their initial responses, not to have them fabricate elaborate memories that will skew your testing results. If you do want to ask more questions, split them up among users or among different versions of the page.
- Provide a pen and paper. While some testers will be comfortable answering these questions verbally, many will prefer to write their answers down. This also ensures that the tone you use to ask the question doesn’t influence their answers. Let the tester know they can write their answers and they can have as much time as they would like. Most sessions will last about 4-6 minutes.
2. Free-List Blink Test
As opposed to asking specific questions, this version of the test simply asks the tester to write down everything they can remember, after seeing the page for five seconds. Because the tester is not forced to think about specific questions, they might bring up pieces of the page that you hadn’t realized were being highlighted, such as a header image distracting from the actual CTA on the page.
This test tends to be the shortest of all the versions, probably taking about 2-3 minutes to complete.
3. Drawing Blink Test
This third version of the test usually takes the longest, about 5-6 minutes per tester. For each case, ask the user to draw what they remember of the page, after showing it to them for five seconds.
This approach works well for pages that might be using a lot of visuals, such as dashboards, tiled modules, or multiple CTA’s.
Here are a few tips to keep in mind if you choose this test;
- Remind the testers that this is a rough sketch. If they get too bogged down in the details, they will forget what they saw
- Only provide pencils without color. Your testers will spend time picking out the exact right color instead of focusing on the sketching the design elements that stood out to them.
Interpreting Your Results
One of the best things about Blink Test tests is that analyzing the results is a straightforward task. You can simply categorize the results into one group of participants that “got it,” and another who didn’t.
If more than around 80% of participants fall in the “got it” group, then you’ve got a successful design on your hands. If this number is much lower, then some changes are likely necessary. At this point, it’s critical to look at the qualitative feedback from both groups. Sometimes, opinions from participants who missed the point will converge on similar ideas or themes. This is a clear indication that there’s a fallacy in your design that is throwing people off.
It’s also important to remember that the Blink Test is only one way to be testing your page. It’s used for very first impressions, so you should be testing all levels of your design and content through multiple methods.
If you take away one thing from the Blink Test, it should be that rigorous testing (no matter how you decide to go about it) should be an integral part of your architectural and design process. Creating a UX Design for your portal is not just making things pretty. You can have the most visually appealing website around, but if no one understands how to use it, then it won’t be successful.
Discover 4 key steps to maximizing your UX ROI in our eBook, The New UX Strategy.