How to test if your documents work
When you write something lots of people will read, how do you check they can find, understand, and act on your information?
'User test' is the fancy term for this kind of check.
Can they find it?
I mean that question literally. How will they end up with your writing in front of their eyes?
Do you plan to post it to them? If so, is your branding on the envelope so they know to open it?
Will it be published on your website? If so, are you trusting Google will help them find it, or are you taking matters into your own hands by emailing them a link to the webpage?
Can they find the chunk they need within the doc?
If it's a long document, can the find the bit they need?
You can test this by sitting over the shoulder of your intended user and telling them to find something specific. While they rummage around, they tell you what's going on in their head. (This is called a think-aloud test.)
Can they understand it?
To check understanding, you can use a read-aloud test or a cloze test.
Read-aloud test: the person reads the text out loud and comments on issues with understanding, confusing terms, or unclear instructions as they come across them.
Cloze test: you remove every 5th word in a section of text and the reader fills in what they think the missing word is. This test reveals whether the document matches the reader's vocabulary and comprehension level.
It's a good idea to follow both of these with an interview to dig deeper on people's emotional reactions. They might understand the text but not like the tone, and you won't find out unless you ask.
Can they act on it?
Try task-based testing here. Ask people to do something they would normally use the document to do, and see how they get on.
For example:
Can they fill in the form correctly?
Can they find the answer to a specific question they have of the information?
Can they read the instructions on applying for leave and then follow the process exactly?
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