Writing an Effective User Testing Script

Will my target user find my product or service useful? That is the ultimate question that most business owners have before releasing something new on the market.  Determining whether your target user will need your product or service isn’t difficult. Set up a user test to discover what your target audience needs. Prepare a user testing script to tell your users what they need to do during the study and the questions you will ask them.

And this is the tricky part – how do you write the best script to get effective insights?

And that might not be the only question you have. Why would you need a script rather than only letting the conversation flow on the day? Should you focus on only getting a user’s opinion or setting a task associated with your product or service? Can I use the same script for every kind of script, regardless of whether the test is conducted in person or remotely? How long should your test last?

This guide will not only give you the responses to these questions but will also give you a template for creating your own user testing scripts. Creating this type of script will help you understand what your target user finds useful and how you could go about designing it.

WHY DO YOU NEED A USER TESTING SCRIPT?

A user testing script will help you get relevant research from a study. It will allow you to: –

•     Set your research objectives which will enable you to understand what you need to cover with each participant during the test.
•     Makes sure that all questions asked are the same for each participant, so you receive consistent results that are easier to analyse.
•     Helps you keep the correct time during sessions. The sessions should be short enough so that each participant still has the energy and attention-span to complete all tasks.
•     Makes sure that you collaborate with the rest of your team members when devising this user study.

TIPS FOR CREATING YOUR USER TESTING SCRIPT

• Set a scenario for users to make the test authentic

Before telling your users what to do, set a scenario for them to follow. A scenario will encourage more lifelike behaviour so that your results are genuine.

For example, you can tell them that it is time to order some groceries online, and a friend has sent you a link to this site. Then ask them to do what they would normally do in this situation. Where would they click to order these groceries and what type of groceries would they go for?

• Create user tasks for a scenario

You will get more useful data if you set tasks for users to complete within a scenario. This structure for your user testing script makes sure that participants use a product or service to try it out. They can then voice their opinions on this process. For instance, you could set a scenario where they must return a gift that they previously bought on your site. The task would involve navigating your site in order to find your returns policy.

• You can user test any part of your website, not just your homepage

Users may not come across your product or service only through your homepage. They could find another page of your site through a google search or a landing page. So, when devising scenarios and tasks, keep this in mind. Choose to test another page of your website or another section of an app.

• Don’t write a user test that goes beyond 20 minutes

If you are running an unmoderated test, write tasks for your user testing script that take around 15 minutes to complete with 5 minutes to spare. Participants tend to get bored after 20 minutes, and so if tasks are longer, you could diminish the value of your results. Moderated tests can last for longer and so you could also allocate time for a break between tasks. Most moderated tests last between 35-40 minutes.

• Ease participants into the user test

Start a user test by recording a participant’s name, date of birth, age, occupation, email address and any other data that you feel is relevant first. Set the scene by explaining the reasons for your test and indicating that you want to capture life-like behaviour. Participants should not see this activity as a test but as a daily occurrence.   

If you have an existing product or service that is already being used by customers, you could ask whether they have used your service before. In this way, you are easing them into a natural conversation about your product within your user testing script.

• Set undirected and directed user tasks

We’ve already talked about writing tasks that tell users to follow a specific scenario or path as your business might want further insights in that area to fix it. For instance, you could ask a user to use your website or prototype navigation bar to find a list of bath products for him under £50. The scenario could be their boyfriend’s or husband’s birthday.

As well as a directed task like the one above, create indirect tasks to observe a user’s most natural behaviour. For instance, you could ask a user to think of buying a product for their partner on a special occasion. They would then need to talk aloud while they decide what to buy and then purchase it.

• Ask a team member to preview your user test before launch

It is essential that your test makes sense. Before you send your user test to any participants, ask your team to read through your tasks as well as practice completing it. In this way, you can test any problems with your user testing scripts. You could also do a test run with 2 participants following this.

USER TESTING SCRIPT TEMPLATE

With all our years of user testing experience, it would be foolish not to provide you with a structure for a practical user test. We’ve found that if your content mimics this outline, you can’t go wrong.

SCREENER QUESTIONS

When you use our software, you’ll be able to choose the right participant due to our pre-populated screener questions. But, if you don’t use software to handle your user testing needs, use a Google Form and our free screener email below. You could start by putting a free ad out on Craigslist with this type of user testing script example:

Hi [Name],

I’m a [job title] at [company] and we’re working to improve our [website/product] experience. We’d love to get your feedback.

To see if you’re a fit, would you mind taking the following survey. It will only take a minute!

[insert screener questions url]

If selected, the session will last 15 minutes. In return, we would like to offer [describe compensation].

Thanks,

[Name]

If you are looking for further guidance on drafting screener questions without software, use this guide from Nielsen Norman Group.

INVITING YOUR EXISTING PARTICIPANTS TO THE TEST

If you have an existing set of participants who meet the target audience requirements for your test, use our user testing script samples below to contact them:

Unmoderated example

Hi [Name],

I’m a [job title] at [company] and we’re working to improve our [website/product] experience. We’d love to get your feedback.

The session will last 15 minutes. In return, we would like to offer [describe compensation].

Please complete the study on a [desktop/mobile]. Take the study in a quiet place – such as an office or your home – not a coffee shop.

The link below will launch the study. It will record your voice and screen while you answer questions. Please speak your thoughts aloud. We want to hear your honest opinions. Your feedback is invaluable.

[insert link]

Thanks,

[Name]

Moderated example

Hi [Name],

I’m a [job title] at [company] and we’re working to improve our [website/product] experience. We’d love to get your feedback.

The session will last [time] minutes. In return, we would like to offer [describe compensation].

To participate, please sign up for a time slot below.

[insert calendar link or list out time slots]

Please take this study in a quiet place – such as an office or your home – not a coffee shop.

Looking forward to it!

Thanks,

[Name]

INTRODUCTION

After sourcing the right participants for your study, you are ready to begin.

Whether you opt for a moderated or unmoderated user test, it is crucial to introduce yourself and inform the participant about what to expect from this session. You can also check here whether a participant gives you consent for sharing and recording the session.

You can also use your introduction to reassure the participant that they aren’t the only ones undergoing the test. Instead make sure that they understand that they are working with you to create a better team. If using an unmoderated test, also encourage participants to talk aloud and voice their thoughts and actions as they go through a process.

Your introduction to your test could follow a user testing script template like this:

Hello,

How are you doing today?

Thank you so much for taking the time today to speak to me.

My name is (the name of the interviewer) and I’m a (role) at (company).

[Optional for moderated interviews]: We’re also joined by (names of any observer) who are in (name of roles). I’ll be chatting with you today, and (names of any observer) will be taking notes during this conversation. 

Let’s start with some questions and then I will give you some tasks to complete on the computer. The feedback that we get from you and other participants will be used to improve (the name of the company). 

So, please share your honest thoughts as we go along. There are no right or wrong answers! Remember that we are not testing you; we are testing (the product or service). So, it’s important to behave as naturally as possible.

Please think aloud as you do this. Share with me where you’re going to click, why you’re clicking there, and what you expect to see after you do so. It helps us understand what is going through your mind and allows us to take good notes.

Do you have any questions before we start?

[Optional for recorded moderated interviews. If you are doing an unmoderated test, consider using unmoderated software that automatically records the conversation remotely]: Also, before we start, I would just like to know that you’re still okay with this session being recorded and shared with other team members at (name of company)? [Wait for reply if this is a moderated interview] 

Perfect! We’ll start recording.

START WITH WARM UP QUESTIONS

Before starting a user test, participants can be nervous. Break the ice by asking questions like:

What is your current role, and how long have you been in it?

Have you used (our brand) before? If so, how often and what did you purchase?

How many people are in your immediate household?

How much is your household income?

SCENARIOS, THEN TASKS FOR YOUR USER TESTING SCRIPT

Combine a scenario or two with 3-4 tasks that mimic real-life settings as part of your user testing script.

Use any 4 of these user testing script task examples. The structure you choose depends on whether you are testing a website, first impressions, analysing your competitors or conducting an A/B test to compare two versions of the same product. We also have other free tasks examples for testing an initial idea, creating a buyer persona or analysing the conversion rate of your email content and designs.  

Task Structure for a Website Navigation test 

• Find <item1>. Speak your thoughts out loud as you look. When you’ve found <item1> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item1>?
• Find <item2>. Speak your thoughts out loud as you look around. When you’ve found <item2> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item2>?
• Find <item3>. Speak your thoughts out loud as you look. When you’ve found <item3> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item3>?
• Find <item4>. Speak your thoughts out loud as you look. When you’ve found <item4> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item4>

 Task Structure for a First Impressions Test

• Find <item1>. Speak your thoughts out loud as you look. When you’ve found <item1> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item1>?
• Find <item2>. Speak your thoughts out loud as you look around. When you’ve found <item2> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item2>?
• Find <item3>. Speak your thoughts out loud as you look. When you’ve found <item3> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item3>?
• Find <item4>. Speak your thoughts out loud as you look. When you’ve found <item4> proceed to the next task.
• Overall, how did you find this task? 1=Very Difficult to 5=Very Easy.
• How would you improve the process of finding <item4>?   

Task Structure for a Competitor Analysis Test

Company 1 

• How often do you use or come into contact with <Company 1>?
• How do you use <Company 1>?
• What do you like about <Company 1>?
• What do you dislike about <Company 1>?
• What would you improve about <Company 1>?
• What is your impression of <Company 1>?
• Do you trust <Company 1>?
• What are three words you would use to describe <Company 1>?
• On a scale of 1-5, with 1=Very Unlikely and 5=Very Likely, how likely are you to recommend <Company 1> to your friend?

 Company 2

• How often do you use or come into contact with <Company 2>?
• How do you use <Company 2>?
• What do you like about <Company 2>?
• What do you dislike about <Company 2>?
• What would you improve about <Company 2>?
• What is your impression of <Company 2>?
• Do you trust <Company 2>?
• What are three words you would use to describe <Company 2>?
• On a scale of 1-5, with 1=Very Unlikely and 5=Very Likely, how likely are you to recommend <Company 2> to your friend?

Comparison

• Based on your experiences with <Company 1> and <Company 2>, which company has provided you with the best experience? Elaborate on your answer.
• What aspects, if any, does <Company 2> have that you wish <Company 1> had?
• Which company are you more likely to use next?

Task Structure for an A/B test 

Version A 

• Insert image or link to <version A>
• What are your initial impressions of this <page, website, prototype>?
• What can you do on this <page, website, prototype>?
• Without clicking around, verbally explain what you would you do next?
• How do you feel about the design?
• What do you like about the design?
• What do you dislike about the design?
• What would you change about this page? 

Version B

• Insert image or link to <version B>
• What are your initial impressions of this <page, website, prototype>?
• What can you do on this <page, website, prototype>?
• Without clicking around, verbally explain what you would you do next?
• How do you feel about the design?
• What do you like about the design?
• What do you dislike about the design?
• What would you change about this page?

Conclusion Questions 

• Overall, do you prefer <option A> or <option B>?
• Why do you prefer that version?

WRAP UP QUESTIONS FOR YOUR USER TESTING SCRIPT TEMPLATE

Use the last section of the user testing script to gauge what the participant thought of the user test. You could use a customer feedback tool so that a participant can rate their impressions. If you are still using a survey tool to gather these responses, add an extra comment box for them just in case you have anything else to add. And if you suck at good endings, try using our user testing script sample below:

Thank you email example

These are all the questions for today.

Thank you very much for taking the time to speak with me. All your thoughts will be shared with our product team at (name of the company). We’re constantly trying to improve (the name of the company) and your input today has been very useful.

As a thank you, we’d like to give you (compensation). You should receive (compensation) within the next (timeframe). Thank you.

REVIEWING YOUR DRAFT ONCE WRITTEN

Re-read your user testing script draft first to make sure that it still covers the objectives of your project. Then, get feedback on your draft from your stakeholders or team members. Run a dummy test with a colleague or an internal participant to make sure that the user test makes sense and can be run properly.

CONCLUSION

Organizing a successful user test is not only about sourcing the right type of participants. It is also about the way that you write a user test that will ensure that your insights are useful. Not only must user testing scripts be written without bias and make the participant feel at ease, but they must also be clear and mimic a real-life scenario as much as possible. Then, participants will answer and complete tasks in a natural way. Want to take away the stress of writing your user testing script? Ask us to do it all for you. We’re still affordable, we promise!