Designer? User? Player! – A Framework of Opportunities to Improve Interpersonal Dynamics During Usability Testing Through Gamification

Abstract

Usability testing is an important technique in the design process. However, most existing research takes usability testing as a research method, not as the research topic itself. This paper explores the relationships and the interpersonal dynamics between participants and researchers during usability testing. In this study, we use interviews and observations to uncover the interpersonal dynamics that might be hidden in the complex multilevel structure of the testing process. Our findings suggest that interpersonal dynamics impact the testing experience and results: participants in a nervous or tense atmosphere may not perform as in real life or conceal their real thoughts. To improve the usability testing experience and results, we developed a framework of opportunities for improving the interpersonal dynamics through gamification.