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Before you begin any usability testing, you will need to have a method for recording users' responses. In cases such as card sorting or open-ended testing, it may be sufficient to ask users to fill out a questionnaire or have someone write down user's responses. For task-oriented testing, where a user is asked to use a web-connected computer to perform a task or locate specific information on the site, it is difficult for a human observer to accurately and thoroughly record a user's cursor movements, mouse clicks, verbal comments, etc. Video cameras are often used to record such tests, but may not produce a clear image of the screen and cursor movements. In addition, video recording requires equipment (camera, tripod) and an operator that may impede the testing process.
Since the tests will be conducted at a computer, why not use the computer to record the test and create a "video" file that can be played back and analyzed? TechSmith's Moare (www.techsmith.com) is the premier usability recording software, and does a great job in capturing users' cursor movements, mouse clicks, pages visited, verbal comments, and facial expressions. Moare also has tools to facilitate analyzing users' responses. But this capability comes at a price: about $1200 for a single user license. Not in your budget? Hyperionics' HyperCam gives excellent results when used to record usability tests and can be purchased for less than $40.
This article gives details on configuring HyperCam software, selecting and testing a microphone, using HyperCam during usability tests, and playing back and analyzing recordings. Instructions and settings are for the Windows XP operating system, but are similar for Windows 2000.
HyperCam captures action from your Windows screen--cursor movements, mouse clicks, pages visited--and saves it to an AVI (Audio-Video Interleaved) movie file. Sound from a microphone is also recorded and synchronized with screen actions. This means you can record all selections made by test subjects, along with moderator's questions and subjects' responses, and play them back in real time.
HyperCam is shareware produced by Hyperionics Technology and is available only for the Windows operating system. Specific system requirements are not provided, but the software performed without a problem when tested on typically-configured XP and Windows 2000 laptops. Information on downloading HyperCam is available on the Hyperionics web site (www.hyperionics.com) and can be registered for $39.95. HyperCam (current version 2.13) is about a 900 Kb download and 1.2 MB fully installed. FAQ, message board, e-mail, and phone support is provided.
Other recording software is available, but either costs much more, such as TechSmith's Camtasia at $299, or may be less reliable and not have the support provided by Hyperionics. HyperCam is a good compromise and provides reliable operation at low cost.
Once installed, launch HyperCam by selecting Start/Programs/HyperCam. The HyperCam window opens, and you'll use this screen to make most of the changes necessary to optimize HyperCam. The following sections refer to settings made under tabs in the HyperCam window: Screen Area, Hot Keys, AVI File, Sound, and Other Options. All settings are saved automatically.
During testing, you'll want to make sure the recording includes the scroll bar, browser buttons, and other navigation tools. Before you set the screen capture area in HyperCam, be sure the display is set to the resolution you will be using during testing. This can be adjusted by pressing Start, then selecting Settings/Control Panel/Display/Settings. Under "Screen Resolution," move the slider to the desired resolution.
If you're happy with the resolution setting on the computer, open the browser you plan to use during testing, then open HyperCam. In the HyperCam window, click the Screen Area tab, then click the Select Region button.
The HyperCam window will disappear, and you'll see the browser window and crosshairs controlled by the mouse. Move the crosshairs to the upper left corner of the region you want to record, click, and release. Now move the crosshairs to the lower right corner and click again. The HyperCam window will reappear.
You'll want the HyperCam window to be unobtrusive during testing, so uncheck the boxes to show a blinking rectangle around the recorded area. Check the box to "Iconize HyperCam Window to the Task Bar."
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Screen Area
It's useful to have a single "hot key" to start and stop recording. Default setting is F2; click the "F2" button if you need to change this. You'll want to record the entire browser window, so you won't need to use the pan function.
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Hot Keys
HyperCam can automatically generate sequential filenames (clip0001.avi, clip0002.avi, etc.) as you record. To enable this feature, enter the path and a generic filename in the "AVI File Name" box. Notice the initial, default filename is "clip0001.avi." You may want to have several directories set up for different test sessions or questions and use the "Browse" button to select the appropriate folder. Check the box "Add sequential number to the file name." With this feature, HyperCam will automatically append a sequential number to the generic file name and save the file each time HyperCam recording is stopped. This automatic process is quicker and easier than trying to type in new file names during a test session.
These files will be large, as much as 10 Mb for a one minute recording. To facilitate reviewing the files by different parties, it's easiest to record the sessions on a networked drive. If this isn't possible, you'll probably have to copy files to CDs or DVDs.
Check the "Record Sound" box. Additional configuration for sound will be made under the "Sound" tab.
The following changes help to keep file sizes small and will optimize performance, especially on older computers:
Cursor/Full frame capture ratio: Change to 3. This means that only every third frame will be captured in entirety. For other frames, only cursor position is updated. Since your subjects will be working on "static" web pages, it's unlikely any data will be lost. Even with this setting, full frames are captured about every .33 seconds, quick enough for even the fastest mouse clicker!
Frame compression quality: Keep at 75%. This will give crystal clear playback, although files will be large. If you need to reduce file size, change this setting to 50%. Playback will still be legible, though not as clear.
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AVI File
Make sure the "Record Sound" box is checked.
Set "Sample Size" to 16 bit and "Sample Rate" to 11025. This gives acceptable performance for recording subjects' comments without inflating file sizes. You don't need CD-quality for these recordings, but you do need to be able to decipher what users are saying.
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Sound
Be sure "Record Cursor" box is checked.
The "starburst" feature makes it easy to determine when a subject clicks the left or right mouse button. The starburst is visible only on playback and helps to determine if the subject actually clicked on a link or only "hovered." If you want playback to include an audible click when the user makes a mouse click, move the "Mouse click sound volume" slider to the right.
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Other options
Modern computers can display millions of colors. This is a real boon for most applications, but for recording purposes, it increases file size and can slow the recording process. If color quality is not a primary concern for purposes of your testing, set your color mode as low as possible. To do this, click Start, then select Settings/Control Panel/Display. Click on the tab "Settings," and under "Color Quality," select the lowest setting. Older computers may have a selection for 256 colors (8 bit), while on newer computers, the lowest selection may be "Medium 16 bit." Be sure to restore this setting after your test session.
On older computers, you may notice HyperCam drops some frames and segments of the audio are lost or that the audio and video do not remain in sync. If more than 50% of frames are dropped, you will see an error message. To correct this problem, click Start and select Settings/Control Panel/Display. Click the "Settings" tab, then click the "Advanced" button. Click the "Troubleshooting" tab. Under "Hardware Acceleration," move the slider all the way to the left, toward "None." This will help to keep the graphics display in sync with the slower processor. Be sure to restore this setting after your test session.
Having a record of subjects' comments is a useful tool in accessing usability, but it can be tricky to obtain a legible recording. Follow these guidelines to get the best recording:
Sound cards on Windows computers are designed to work with 3 conductor, 3.5 mm (1/8") plugs typically found on inexpensive desktop computer microphones (see illustration). This wiring scheme is usually used to supply low-voltage DC power to the microphone, which results in a strong signal to the sound card. Notice this plug has 2 black "stripes" around the circumference of the shaft; plugs with only 1 stripe will not work as well. Professional-quality microphones use a different wiring scheme and usually don't produce a strong enough signal without an external preamplifier (1). For ease of use and a good recording, the Logitech Desktop Microphone (980240-0403) is an excellent choice and available from many online retailers for about $10.
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3 conductor 3.5 mm (1/8") plug
USB-powered microphones, such as the LogiTech USB Desktop Microphone (980186-0403) are available for about $20. USB microphones contain their own analog-to-digital converters and produce a strong signal. These microphones require a slightly different setup to work properly with HyperCam, so follow the steps below based on your microphone.
Plug the microphone into the microphone input on your computer. This input is typically marked with an image of a microphone and is often red or pink in color.
In Windows, Click Start, then select Settings/Control Panel/Sound and Audio Devices, then click the "Audio" tab. Under "Sound Recording", click the "Volume Control" button. On the Recording Control window, make sure the "Select" box in the Microphone channel is checked. Set the volume slider for Microphone at about 1/2. Click the Advanced button. Make the sure the "MIC Boost" box is checked. If your computer does not have the MIC Boost option, you'll need to set the volume slider higher. Click Close.
Plug the microphone into a USB port on your computer. Turn on the mic (the LogiTech mic has an on/off switch on the base).
In Windows, Click Start, then select Settings/Control Panel/Sound and Audio Devices, then click the "Audio" tab. Under "Sound Recording", pull down the "Default Device" window and select the microphone. With the LogiTech mic, the selection is "AK5370," which is the analog-to-digital converter chipset used in the mic. Click "Apply." Under "Sound Recording," click the "Volume" button. This will open a Volume Control for "Wave In." Adjust the volume slider all the way up and make sure the "Mute All" box is unchecked.
Click Start, then select Programs/Accessories/Entertainment/Sound Recorder. Click the red button to begin recording, and speak into the microphone. You should see the green line react as you speak. If the green line thickens only a little bit as you speak, you need to raise the microphone volume slider in the Volume Control window or move the mic closer to you. If the green line grows to fill the entire window, you need to lower the volume. Use the Sound Recorder controls to stop, rewind, and play the recording. Use the Volume Control window to adjust the playback volume. If you can get a good recording level with Sound Recorder, you will get similar results with HyperCam.
Your Sound Recorder recording is likely made at the default, 8-bit sample size, which means you'll hear some static during playback. In HyperCam, we've changed the sample size to 16 bit, so playback will be much clearer.
As you record with HyperCam, you'll need to turn off the speakers or use the Volume Control to turn down the playback volume in order to avoid feedback (a high pitched, squealing sound coming from your computers' speakers). If the moderator and subject are seated at the computer during the testing, the top of the monitor is usually a good location for the mic. If you're using a laptop, position the mic so subjects are speaking into it as they look at the screen.
With both the sound and video elements, there is a lot to configure within Hypercam. Be sure to thoroughly test the system prior to conducting actual usability testing sessions.
During the test, it's likely you'll have several, specific questions to pose to each subject. Since the .avi files generated by HyperCam will be large, create one file for each question. This will facilitate handling files if you need to copy them to CD or want to compare responses to the same question from different subjects. Plan ahead in terms of creating a directory structure and file naming scheme, particularly if more than one moderator is conducting tests.
When you're ready to begin recording, follow these steps:
Open the browser window.
Open HyperCam.
Minimize HyperCam.
You should now see the HyperCam icon at the bottom of the screen. To begin recording, press F2 (or the Start/Stop "hot key" you identified in the HyperCam configuration). You will see the camera "lens" in the HyperCam icon change from blue to red. Press F2 again to stop recording, and the camera lens changes back to blue. This allows you to tell at a glance if HyperCam is in recording mode without having to maximize the HyperCam icon.
By using F2 to start and stop recording, it's easy for the moderator to control the creation of a new .avi file for each question. Simply press F2 when you want to begin recording, and press it again to stop the recording. HypeCam will automatically append a sequential number to the file name and save the file, so you won't need to interrupt the test with saving files, entering file names, or other tasks.
In addition to starting and stopping the recording, the test moderator will need to elicit comments from the subject, to get the person to "think out loud." This sounds easy, but it can be one of the most challenging aspects of conducting the test and getting data you can use. The moderator should have at the ready questions he/she can pose to the subject as the situation demands, such as these examples:
Why did you click on that link?
What did you expect to find on this page?
What would have made that information easier to find?
You look puzzled....tell me what you're thinking.
It also helps to try to put the subject at ease. Emphasize that you're testing the web site, not the subject's skill in finding information. Chat with the subject for a few minutes before the test begins, offer some refreshment, anything to make them feel comfortable. Even with these efforts, subjects may "freeze up" during the test, so be ready with questions to help draw out their comments and suggestions. Despite your best attempts, some subjects simply may not have a lot of verbal comments. Don't add to their stress by asking the same questions over and over if you're simply not getting a response. It's likely a "quiet" subject will be balanced by one who has a lot to say! Try role playing a test session to give moderators a chance to practice interacting with subjects and drawing out comments.
When you play back .avi files created with HyperCam, it's likely the computer you're using will open the files with Window's Media Player, and it's likely the image will be blurry. The problem is that Media Player tries to scale the video to a smaller size, but the video must be played at 100% in order to produce a clear image. Media Player versions 7, 8, and 9 have this problem, and attempts to adjust the application to play files at 100% are not always successful.
One solution is to run Media Player 9 in version 6.4 mode. To do this, locate and run the file mplayer2.exe in the Program Files/Windows Media Player folder. Media Player 6.4 will play .avi files at 100%.
A better solution is to download and install the free Camtasia Player from TechSmith at http://www.techsmith.com/products/studio/player.asp. Camtasia Player always plays back videos at 100% and gives a clearer image than Media Player 6.4.
With either solution, be sure the resolution on the playback computer is set to the same size or larger than the recording computer. For example, if the computer you used to record is set for 1024x768 resolution, the playback computer should be set for the same resolution or higher, e.g., 1280x1024.
After a testing session, most moderators come away with distinct impressions of where users were having problems. It's great to have that insight, but don't rely only on those first impressions. Take the time to watch all the videos you've created. It's useful to juggle playback order, e.g., view all responses to a particular question rather than all the responses from a particular user.
It may help to watch the videos in a group setting and stop playback for discussion. This is particularly useful in terms of identifying possible solutions to problem areas on the site. Finally, try to get librarians who may not be directly involved in testing, particularly department heads and administrators, to view at least a portion of the videos. Anyone who's been involved in testing knows how eye-opening it is the first time you witness someone using a site in a manner completely different than how you envisioned it would be used. Share that experience with those who may help to provide additional resources for development and testing.
1. Interfacing professional microphones to computer sound cards. Available: http://www.shure.com/support/technotes/app-soundcard.html [January 10, 2006].