Online Help Usability Testing

[David Renn <daverenn08 -at- gmail -dot- com>]

Hi Everyone,

I'm working an in-house project to create a usability test to test my
company's wiki-based (Confluence) online help system. The project is very
much a blank slate, to the point where we're still in the phase of
determining what it is we actually want to test and how we want to go about
testing. However, we do know that we do not want to conduct an in-person
test with a live facilitator---too costly and too impractical for us to set
up.

I'm curious to know if anyone has any experience planning and conducting a
usability test on an online help system. If so, would you mind sharing the
types of test scenarios you created as well as the means with which you
conducted the test (i.e., virtual vs. in-person, live facilitator vs. no
facilitator, if virtual what software did you use, etc.)?

Any stories, comments, advice, warnings, etc. are greatly appreciated.

Thanks,
Dave
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