Instructions put to the test

Text One: An account of a trial at a school library.

Before printing a new guide to the library's self-service return point, staff asked eight pupils to test it. An observer recorded each action, including pauses and repeated steps, while a second member of staff wrote down the pupils' comments. These records were kept separate so that the staff could distinguish what pupils did from what they later said they had found difficult.

Four pupils hesitated at the instruction to “scan the book”. The machine had two illuminated areas, and the guide did not indicate which one should be used. Staff changed the instruction to “hold the book's barcode beneath the light below the screen”. They also divided one long paragraph into four numbered steps.

The same pupils returned a week later and completed the process with fewer pauses. However, the report acknowledged that they now had previous experience of the machine, so the improvement could not be attributed entirely to the revised guide. The final version included a note directing pupils to the library desk if they still needed help.

Text Two: A report on testing instructions at a community centre.

A community centre produced a printed guide for visitors booking a study room on a touchscreen. Six volunteers who had not used the system before were asked to follow the guide. Staff recorded the first button each person selected, any requests for assistance and whether the booking was completed without help. Afterwards, volunteers identified any wording they had found unclear.

Four volunteers selected “Finish” before choosing a time because the word appeared near the top of the guide. The designers moved this instruction to the final step and replaced “submit your request” with “confirm your booking”. A new group tested the revised guide and made fewer requests for assistance.

The second trial took place during a quieter part of the day and involved only five volunteers. The report therefore recommended further testing rather than claiming that the guide was fully effective. The published instructions also told visitors that they could book at reception if the touchscreen was unavailable.