Our client develop new features in their application, now users can claim insurance directly from the app. Success metrics of this claim platform can be measured by how much time customers spent filling the form, and customer satisfaction survey. In order to ensure the success of this new feature, they want to conduct customer research to see the effectiveness of our newly designed claim forms. But they need to test their newly developed features in their app before rolling out to users of their target market to ensure they are rolling out a user-friendly feature.
This usability testing project is carried out for 16 working days and is divided into 4 stages. My role in this project is to prepare material that will be used for interviews, lead the interview, process data, and produce the report.
The search for interviewees and notetaking were handled by my teammates.
Before preparing a scenario, I created a survey on Google Forms to help my team find interview candidates who match the criteria of the app users.
With the results of the survey, my team can more easily sort the candidates based on client criteria and contact the shortlisted candidates.
The client already has a prototype developed to the front end, but also wants to test a few pages with different design.
Because the area that the client wants to test is specific enough, that is the insurance claim process, I divide the test scenario into 2.
The first scenario is to be tested on the front-end prototype, and the second scenario for the design prototype to be tested using Maze Design tool.
The tasks within the 2 scenarios are:
Due to the ongoing pandemic status in 2020, all UT sessions are conducted online using ZOOM. The NDA document is also made on Google Form and sent to participants before the interview session takes place.
During the session, the client who acts as an observers, and other teammate who are notetakers are required to turn off their video camera so as not to distract the user. I started recording the interview session after receiving direct approval from the user.
Both scenarios were tested in one session with about one and a half hours to two hours per session.
Reports are generated after the usability testing phase is complete.
The report consists of the following sections:
This report is also presented to the client team to discuss further on the areas of opportunity of this finding.
