The type of tasks you’ll complete might vary from one test to another. To help you feel confident and prepared for each and every test, we’ve created this article to familiarize you with the most common task types.
Before you begin, let’s cover some basic definitions:
Learn about the different task types:
- Card sort
- Click test
- Comparison
- Multiple choice question
- Prototype
- Rating scale
- Site navigation
- Survey
- Tree test
- Verbal response
- Written response
Card sort
In a card sort, you organize items into categories based on what makes sense to you. Customers use this to understand how people group information.
Example: You might sort a list of clothing items into categories like "Casual Wear" and "Formal Wear."
Best practices
- There are no right or wrong answers—focus on what feels right and makes sense to you.
- If you’re confused and unsure how to sort a card—that’s okay! All feedback is helpful feedback. Explain your confusion to the customer and organize the cards to the best of your ability.
Click test
During a click test, the customer asks you to click an area on the screen to show where you would complete a particular action. Click tests allow customers to understand user expectations.
Example: A customer might direct you to the homepage of a shopping website and ask how you would return an item you’ve purchased. To answer this question, you’ll simply click on the web page. You might click on a menu, button, or link—wherever makes the most sense.
Best practices
- Think carefully before clicking—you get only one chance.
- Explain why you clicked in a certain area and what you expected to happen.
Comparison
Comparison tasks are just what they sound like. They require you to evaluate multiple experiences (e.g., different website designs or product concepts) and share which you prefer and why.
Example: You might compare two homepages and describe which one feels more user-friendly.
Best practices
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Pay close attention to differences.
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Keep track of the time when completing a comparison test. If you know you’re comparing two websites, don’t spend all your time on the first one! Make sure to allow time to review both sites thoroughly.
Multiple choice question
You'll select one or more answers from a list in response to a question related to your thoughts, attitudes, or opinions.
Example: You might respond to the question, "Which features are most important when choosing a streaming service?" with options like "Price," "Variety of shows," and "User experience."
Best practices
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Read each option before you select your response.
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Explain out loud why you’ve chosen a particular response.
Prototype
Prototypes (or wireframes) are unfinished versions of websites or apps with limited functionality. You might notice missing text or images or links aren’t clickable.
Example: The customer might ask you to review a prototype of a new checkout process and share your thoughts on the layout.
Best practices
- Read the instructions very carefully. Customers will often ask you to interact with the prototype in a specific way or order. For example, they might want you to view the prototype first without actually clicking on anything.
- Focus on the overall experience rather than any missing elements.
Rating scale
A rating scale is a way for customers to understand and measure opinions. Using a specific scale, you’ll rate a statement, concept, or idea. This scale could be numbers like 1 to 5 or words like "Strongly Agree" to "Strongly Disagree."
Example: "How likely are you to recommend this product to a friend?" (1 = Not Likely, 5 = Very Likely)
Best practices
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Read each question carefully to make sure you understand the rating scale.
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Always explain why you chose your rating.
Site navigation
During a site navigation task, you visit a customer’s website and complete specific actions while thinking out loud.
Example: A customer might ask you to find a product, add it to your cart, and proceed to checkout while describing what you like or dislike about the experience.
Best practices
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Read the task instructions out loud.
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Explain your thoughts and feelings while navigating the website.
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Highlight what’s clear or confusing to you.
Survey
During a survey, you answer a set of questions so the customer understands your attitudes and opinions.
Example: You might answer multiple-choice questions about your shopping preferences.
Best practices
- Provide honest and thoughtful responses.
- If the survey is part of a recorded test, remember to think out loud (unless the customer lets you know it isn’t required).
Tree test
Tree tests help customers improve how users navigate their websites and apps.
Example: A customer might ask you to find "Return Policy" in their online store’s menu.
Best practices
- Think out loud as you search.
- Explain how confident or uncertain you feel as you search for each item. This feedback helps the customer identify common pain points.
Verbal response
You'll answer a question out loud while recording your screen and/or face.
Example: The customer might ask, "What do you think about this homepage layout?" Then, you’ll think out loud to describe your first impressions.
Best practices
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Be mindful of any background noise.
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Speak loudly and clearly so the customer can hear you.
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Provide detailed and thoughtful answers.
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Stay focused on the question.
Written response
You'll type out a response to the customer’s question.
Example: The customer might ask you to, "Describe a time when you had a frustrating online shopping experience." To share your experience, you’ll type out your response and verbally explain it to the customer.
Best practices
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Provide a detailed answer that helps the customer understand your perspective.
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Use complete sentences and proper grammar.
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Review your response to check for any typos or errors.