Usability testing toolkit
A practical guide outlining usability testing methods and templates to help public-sector teams evaluate and improve digital services with real users.
This resource explains why usability testing is essential to understanding how real people interact with service designs, what works well, and what causes confusion.
It provides step-by-step guidance on planning tests, writing tasks, recruiting participants, moderating sessions, interpreting findings, and turning insights into actionable improvements. The tool also includes sample scripts, observation sheets, and reporting templates to help teams conduct consistent, meaningful usability studies that lead to clearer, more user-centered government services.
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