Evaluating Feedback: A Usability-First Approach

‍

If you’ve ever used software and wondered to yourself:

“Did that work?”

‍ “Should I try again?”

‍ “Did I do something wrong?”

‍

You’re not alone. The chances are, there was likely a lack of feedback from the software you were using to create reassurance and confidence that your interaction was successful. 

‍

In usability testing you might observe a hesitation, backtracking, or repeating the same action, like clicking a button, multiple times. A participant may verbalise their uncertainty or blame themselves when they haven’t done anything wrong. The problem is in the computer, not in the chair. 

‍

Evaluating feedback in design is about more than just thinking about animations or information banners it’s about asking: 

‍

Does the interface respond in a way that feels timely, meaningful, and appropriate?

‍

Here’s how to evaluate how well your software is at providing feedback to users: 

‍

1. Timeliness 

How quickly does your interface respond to user actions?

Every action should trigger a reaction. Even the slightest delay without acknowledgement can feel like something went wrong. If a system doesn’t respond, it creates a feeling of uncertainty and doubt.

On the other hand, presumptive feedback can also cause issues. A common example of this is in forms where error messages appear before the user has had a chance to enter anything into a field. 

Consider the following micro-interactions:

• Loading spinners 
• Button state changes
• Simple animations

‍

Example:
When uploading a file, there should be instant feedback that the file is being processed, once the file has been successfully uploaded or when the upload has failed.  

‍

2. Captures attention

Is the feedback placed where your user's attention already is? 

Feedback that captures attention is clearly visible to the user. Consider forms that require the user to scroll. What happens when an error message is displayed on a field that is now out of view? 

Messages can often be placed in a part of the screen users aren’t looking at or can appear and disappear too quickly making them easily missed by a distracted user. 

‍

Example:

Poor placement: Success message at the top of the page away from the interaction point.‍

Better placement: Inline success message at the interaction point.

‍

3. Helpful error messages

“Error code: 431” might mean something to your development team but it’s unlikely to mean anything to your users. 

Error messages should be specific, actionable and empathetic to the user. If they can help the user to successfully fix the problem on their own, they are less likely to abandon the flow or contact support.

‍

Example

Poor error message: “Invalid input.”‍

Better error message: “You can only use numbers.”

‍

4. Tone of voice

Feedback in software usually means that something went well or something went wrong. 

When something goes well, success should feel like success. Are there ways to introduce moments of delight? 

When something goes wrong, error and warning messages should be clear, direct and actionable so they don’t cause confusion, panic or blame the user. 

‍

Example

Poor message: “You’re ineligible for that request”

Better message: “Due to your permission levels, you can’t access this page. Contact your administrator to gain access.”

‍

Conclusion

Evaluating feedback through a usability lens means making sure your interface is a great communicator.

When things are successful, acknowledgement is timely and attention grabbing, it may even make your user smile.

When things go wrong, feedback is clear, actionable and empathetic helping your users to continue their journey. 

Think of the interactions as a conversation and look for the moments of silence. The silence is an opportunity for better feedback.

‍

Need help?

If you’re new to usability evaluations or want expert input, we’d love to support you. Whether you're looking for advice or a full independent review, get in touch - we’re here to help make your product better.

‍