How can I work with my videos and improve my website?

What should I look for in my video results?

Working with your WhatUsersDo videos

This guide will walk you through how to get the most from your WhatUsersDo videos using our online tools.

What to look for in your videos


Insights usually relate to the following: Presentation, Navigation, Content and Interaction.

Presentation

Though sometimes subjective and cosmetic, users' comments about the 'look and feel' of the site often reflect their important first impressions and may include branding, page layout, fonts and text size, colour schemes, quality of images, and their perceived prefessionalism of the site. Judgement should be applied as to whether this is a productive suggestion or just a subjective remark (e.g. suggesting a small cosmetic change).


Navigation

How well can the user find their way around the site and locate content and information? This may include using menus, breadcrumb trails, links, search results, step-by-step processes such as checkout, and coping with pop up and multiple windows.

Listen for comments such as:

"how do I get back to..."
"what happened to that..."
"I'm not sure where..."
Listen for silences. It usually means the user is trying to work out what to do next and has forgotten to think aloud; this can suggest that what they are looking for is not obvious.

Watch for a wandering mouse. Users often trace the screen with both their eyes and mouse looking for a button, link or a clue for what to do next.


Content

Users generally scan pages and pick out relevant information; they rarely read large blocks of text, and quickly scan for buttons and links that are obvious and follow convention. If what they need is not available 'at a glance' it may get missed entirely.

Listen for the user puzzling over specific words or terminology.

Watch for users missing or misunderstanding information, links or buttons.


Interaction

Can users perform tasks and processes such as adding items to their basket and completing the checkout process with ease? Are there any issues surrounding error handling?

Watch for users struggling with any of the controls.

Watch for data entry errors and feedback for example in registration forms and password fields.

Watch for system errors when something on the site goes wrong, does not load properly, or fails.

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Playing videos


You can play the entire video, a highlight video of key issues, or individual clips of particular interest.

Playing a video

From the Video tab click Play video. The video will open in a new window and will automatically begin playback.

It is, of course, during the initial playback that you will want to annotate the video by inserting tags.

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How to use the tagging tool


What to tag

The aim is to identify and capture:

Usability issues - any difficulties the user experiences with the site, bearing in mind they may be oblivious to the problem.

Exit points - any point in the test where the user states they would now give up and go elsewhere.

Positive feedback - any comments on a feature that the user finds particularly good or helpful.

Noteworthy quotes or sound bites - the usability issue may have already been tagged previously but if the user sums up the issue or their feelings in a succinct way this can be tagged as a 'Quotation'.

Overall experience - any comments that indicate whether the user would choose to come back or recommend the site to others. This is often influenced by how hard they had to work to complete the task. At the end of the test, users often sum up their experience on the site which is useful to capture in a tag.

Watch out for non-verbal user feedback

Users are encouraged to 'think aloud' and will generally share their likes, dislikes, annoyances and frustration, but it is equally important to watch for non-verbal feedback such as 'sighs' and 'huffing and puffing', which are equally indicative of a user struggling or becoming fed up. Silence, hesitation and unfinished sentences can illustrate confusion and uncertainty.


Inserting tags

It is easy to quickly capture an insight whilst viewing a video by inserting a tag (which can be edited at any time).
In the Video tags panel click the Insert tag button:

The Insert tag pane will open with the start and a default end time entered:

The following tips may help you complete the remaining fields:

Name: type a name for the tag that provides a summary of the issue and refers to the task or specific section of the site, for example:

Home page cluttered
Navigation - struggles to find XYZ
Summarising comments

Prefixing related issues can be especially helpful:

Returns policy - struggles to find info
Returns policy - pop up fails

Type/severity: select from the drop-down menu:

High: likely to cause a user to leave the website or abandon the task. Fixing these issues is likely to improve conversion rates.
Medium: many users may figure out how to overcome these issues, but they still need attention especially in highly competitive markets.
Low: a niggle that may need addressing, but is unlikely to hamper the overall user experience.
Positive Feedback: the user commented on a positive aspect of their experience.
Quotation: the user has said something that could be useful for summarising their experience or a specific issue.
No priority: if a tag is for information purposes only then the priority can be left blank - for example to bookmark when a user starts a specific task or visits a certain site.

Comments: type comments that succinctly summarise the issue and outline what the clip will show, including user's actions and the problem encountered. Good explanations and especially helpful when viewing the PDF Report rather than watching the video.

Start/End time: you can adjust the start and end time of the tag using the Start Time and End Time arrows. You can also preview the tag, by clicking Preview this tag, to ensure the duration is correct.
This is particularly important when creating clips to share with others.

When you have completed all fields, click the Submit button:


Editing and deleting tags

You can edit and delete tags whilst in video playback or from the Tag tab.

Editing and deleting tags from video playback

In the Video tags panel, click Edit alongside the tag you wish to edit:

The Edit tag window will open for you to make the necessary amendments. When you have finished, click the Update button, or alternatively, click the Delete button to remove the tag completely. Note: deletion is not reversible.

Editing from the Tags tab

From the Tags tab, click Edit tag alongside the tag you want to edit or delete:

The Edit Tag window will open.

Amend as necessary and then click the Update button, or alternatively, click the Delete button to remove the tag completely.
Note: deletion is not reversible.



Playing clips

During video playback the Video tags panel will be displayed on the right of the window and the current tag will be highlighted. Click the Name of a tag to jump to that section of the video.

You can also play a tag from the Tags tab alongside the clip you want to view:



Watching highlight videos

Highlight videos allow you to filter and watch clips that have been tagged with the same Type/Severity across all users.
From the Tags tab click Watch a highlight video:

The filter will be displayed on the left of the screen. From the drop-down menu select the set of clips you want to display. They will automatically play in sequential order, or you can click the Name of a tag to jump to a specific clip.

Click Back to Results to display the video tab

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Sharing your videos


To make the very most of your videos you can:




Downloading videos and clips

You can download videos and clips and save them locally as MPEG-4 Movie files. These are great to share with colleagues offline and in presentatons.

Downloading videos

On the Video tab, click Download:

Within the File Download dialogue box that automatically opens, choose whether to Open, or to Save locally with a meaningful file name. Alternatively, click Cancel to close the box and return to the Video tab:

Downloading clips

On the Tags tab, click Download clip alongside the clip you want to save locally:

The status will change to Preparing clip:

Once prepared, click Ready to download:

Within the File Download dialogue box that automatically opens, choose whether to Open, or to Save locally with a meaningful file name. Alternatively, click Cancel to close the box and return to the Tags tab:


Sharing video and clip links

It is easy to share an entire video or specific clip with colleagues by emailing them a link.

Sharing video links

On the Videos tab click Share:

As the pop up that automatically appears suggests, copy and paste the link. Click the Close button to close the pop up and return to the Videos tab:

Sharing clip links

On the Tags tab click Share tag:

As the pop up that automatically appears suggests, copy and paste the link. Click the Close button to close the pop up and return to the Tags tab:


Producing PDF reports

PDF reports are another great way of sharing the insights gained from usability tests.
Note: you will need a pdf reader such as Adobe installed on your computer.
On the PDF report tab, click Download a pdf:

The PDF report details the profile, computer information and notes about each user followed by the insights in order of severity, hight to low:


Exporting tags to a CSV file

By exporting the tags to a program such as Microsoft Excel, you can analyse and manipulate the data in any way that the program will allow.
On the Tags tab click Export tags to a csv file:

Within the File Download dialogue box that automatically opens, choose whether to Open, or to Save locally with a meaningful file name. Alternatively, click Cancel to close the box and return to the Tags tab:

In the example below, the tags have been exported into Microsoft Excel ready for formatting and data manipulation and analysis:


Inviting more users to your account

You can invite colleagues to your WhatUsersDo account. Firstly, go to your account area by clicking on your email:

Or, from your results area you can click Add more people to your account:

Now, click on Add more people. You can now enter their email addresses (one at a time) and click Send Invite to invite them to join your WhatUsersDo account.
Note: If they already have a WhatUsersDo account, they will not be able to create an additional one.

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User information


From the Video tab you can view a user's profile, technical information about their computer system, and apply a rating to reflect performance as a test user.


Profile

User profiles are based on the criteria specified when generating the test. Click Profile to display details of the user in a pop up window:

Click the Close button to close the window and return to the Video tab.

View a user's computer settings

This allows you to see what operation system , browser, and screen resolution were being used to carry out the test. Click Tech Info to display technical information for the user:

Click the Close button to close the window and return to the Video tab.

Rate users

Ratings should reflect the user's ability to 'think aloud' and express themselves as they carry out the tasks. Be careful not to rate the user based on their IT literacy.

Click Rate user to open the Select Rating window:

Select a rating from the drop-down menu and then click the Submit Rating button to close the window and return to the video tab.

You can also edit a user's rating in this way and click the Edit Rating button that becomes available.
Note: once you have applied a rating you can amend it, but not remove it altogether.

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Test information


Useful information about the test is available from the Video tab:

  • For individual website testing you can view the Score and the user's exit question responses
  • For website benchmarking tests you can see each user's preference
  • For all tests you can add Notes that report whether each user was able to complete the task with ease or not, their main frustrations and any other findings worthy of mention
  • For all tests you can Replace a video within seven days of the original order

Exit question / survey

Depending on the type of test and how it was set up, the survey/exit question responses may differ:

Website User Experience tests may have:

  • exit question: a question that the user answers at the end of the test
  • web usability scale: a short questionnaire based on the Likert scale (What's this?)
  • none: the user does not perform any additional tasks after the test



Website Benchmarking tests all have:

  • preferred website: the user specifies which website they preferred



Additionally, Website Benchmarking tests may have:

  • exit question: a question that the user answers at the end of the test
  • none: the user does not perform any additional tasks after the test



Free-form Search tests may have:

  • exit question: a question that the user answers at the end of the test
  • none: the user does not perform any additional tasks after the test



Viewing the exit question / survey responses

If the test was set up with the website usability scale exit option, the WUS Score is visible on the Video tab:

Click the WUS Score to display the user's end of test survey responses in a pop up window.
Note: you cannot edit the survey responses.

Click the Close button to close the window and return to the Video tab.


Viewing website preferences

If the test is a Website Benchmarking test, but does not have an exit question, the users' preference is visible on the Video tab:

If the Website Benchmarking test does have an exit question, the preference is shown as a link:

Clicking the preference link displays a pop up with the exit question response:


Adding notes

On the Video tab, click Add note to expand the notes section:

Type in your note, and then click Save (or alternatively click Cancel):

Though saved, the note window remains open; click Close to return to the Video tab:


Editing and deleting notes

On the Video tab click View Note to expand the note section:

Click Edit or alternatively click Delete to remove the note altogether.
Note: deletion is not reversible.

Edit your note and then click Save (or alternatively click Cancel):

Though saved, the note window remains open; click Close to return to the Video tab:


Replacing videos

You can replace videos within seven days of the original order. Videos of poor quality will be replaced within 48 hours of the request.
On the Video tab, click Replace:

The Replace window will pop up:

Select a Reason from the drop-down menu:

If you select Other as the reason, the window will expand for you to provide details:

When you have finished, click the Replace Video button, or alternatively click the Cancel button to cancel the request and return to the Video tab.

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