- May 18, 2018 My greatest creation yet May 18, 2018
- May 30, 2017 An delightful way to get insurance ... no, really May 30, 2017
- Apr 10, 2017 When I first met Pepper in the wild Apr 10, 2017
- Mar 18, 2017 Spring is here! Mar 18, 2017
- Jan 12, 2017 Embracing Hygge into my life Jan 12, 2017
- Jul 30, 2016 Have you been resisting Sketch? Jul 30, 2016
- Jun 19, 2016 Chris Milk - The Birth Of Virtual Reality as an Artform Jun 19, 2016
- Jun 19, 2016 “Wake up with the convenience of your coffee or tea already brewed by your bedside.” Jun 19, 2016
- May 12, 2016 The Great Internet Freakout May 12, 2016
- Apr 15, 2016 UX Sketching — UX Planet Apr 15, 2016
- Apr 15, 2016 Bots and Facebook messenger — Medium Apr 15, 2016
- Apr 6, 2016 Booking a vacation — using your emotions? (CASE STUDY) Apr 6, 2016
- Mar 17, 2016 Living Inside a Memory (Experience with the Kodak Memory Observatory) — Medium Mar 17, 2016
- Feb 1, 2016 IBM Watson and the future of AI Shopping Assistants Feb 1, 2016
- Dec 8, 2015 8 Months of User Testing - Is it Enough Dec 8, 2015
It seems like a long time to spend in the discovery phase. Guess what? In this case it’s not (and it doesn’t take a superhero to realize this).
I was tasked with migrating an internal tool from an antiquated system into a modern, device agnostic application that’s streamlined to provide a betterUser Experience.
I’ve previously written about How I use Sketching to Start my UX process.I’d like to back up, and talk about where it all really starts. User Testing
Before I set out interviewing users I had to understand the system myself. This was no easy endeavor I spent weeks poking around, taking on different roles in the system and documenting obvious pain points.
The company is involved in changing driver’s behavior (specifically involving safety) across large and mid market trucking fleets. Over the past 10 years, they have compiled comprehensive amounts of data that has been captured using hardware installed in Vehicle Cabs.
Behavior alerts are triggered by sensors that set off a few seconds of video recording. These video clips are used by coaches within the companies to help drivers change behavior.
The benefit to the service is evident right away, in both private and public sectors. ROI is realized by lowering operating costs and reducing insurance claims, while achieving greater efficiency and compliance.
Before I could go in and propose changes based on best practices I needed to show them how their User’s were interacting with the product on a daily basis.
So the Testing Began
The overall goals were simple: to find common usability issues and patterns that can be improved upon to deliver a seamless customer experience (CX)
The first step was to Qualify User Testers.
This was easy, since the User’s were already familiar with the current system — and previous iterations before that. We qualified 18 users and offered an incentive of a gift card.
Examine the current workflow and determine what roadblocks exist. Understand how the user uses the current system on a daily basis to complete their tasks
The next step was to to Conduct Tests
Since a majority of our User’s were based all over the United Stated (and globally) we settled on testing them remotely. We used a moderator atUserTesting.com
Scripts and tasks were written based upon our objectives. The sessions usually lasted 30–35 minutes, and consisted of watching a tester run through the system live (while being encouraged to speak their thoughts out loud). Specific questions were asked as the User’s performed their tasks.
After that we Recorded the Results by cutting the videos into highlight reels, annotating the clips, and transcribing each session to deliver powerful results in multiple presentations to key stakeholders.
Without fail we were able to show top executives what their user’ s thought of their product Armed with this information, receiving “buy in” was no problem.
We captured time spent on each task, and specific frustrations.We put together a “Pain Points” matrix, and a list of user “Needs”and “Wants” (the later to be captured in a 2.0 version of the site).