Front End Design - Customer Research and Interviews
*Due to company policies I have shared partial - related information but did use this framework to complete the feature testing and product analysis.
Methodology
Who we tested
[Eight] participants, having the following
characteristics, evaluated [product name].
NOTE:
Add or delete main categories as needed.
Refer to screener for main demographic information.
Audience Type
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Computer Usage
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||||||||||||||||
Age
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Gender
|
What participants did
Describe anything else that participants did, such
as filling out questionnaires.
What data we collected
Describe the data collected, including paths selected, task completion
rates, and verbal feedback. Describe any
other data that were collected, such as time on task or satisfaction ratings.
Detailed findings and recommendations
Introductory Questions & Tasks
NOTE: List
the question followed by the summaries of responses. If you ask participants to define their
expectations for a set of labels, it may be useful to put them in a table so
they can be compared. Following are two
examples.
Sample 1. Summary of
introductory questions
Sample Questions
|
Sample Responses
|
Have you heard of
[site]?
|
None of the participants had been to or heard of the site.
|
Just from looking at this site, what kinds of information do you think
you could get from this site? Please be specific.
|
All participants correctly defined the purpose of the site. Participants used phrases from major
headers and labels to describe the information on the site.
|
Who do you think
this site is designed for? Why?
|
Participants correctly identified general public. One person suggested journalists and media personal.
|
Who manages this
site?
|
Content managers and Social media marketers
|
Sample 2. Label expectations by participant
Participant No.
|
What’s New
|
News
|
Resources
|
1
|
New on the site
|
Press releases
|
Web sites
|
2
|
New books
|
Headlines
|
Books, articles
|
Scenario 3 – Self-Directed Activity
Now,
we’d like to hear about how you might use this site. Please identify an item
that you would be interested in finding on this site. Please state your question and then search
for the answer. Let me know when you’ve
found the information. [Outline the
tasks that participants described and their success in attempting those tasks.
Number of participants
|
X
|
Percent successful
|
XX%
|
Sample Findings
|
Sample Recommendations
|
X participants completed the task with ease (score of “2”) by finding
the [target].
X participants needed prompting or had significant difficult
completing the task (score of “1”)
X participants did not complete the task (score of “0”).
X participants found the [target] via [path].
|
State each separate recommendation in the form of an action item.
List as many as needed to resolve the issue, keeping in mind how the
recommendations affect the site or application as a whole.
|
Exit Questions/User Impressions
NOTE: It may
be useful to put responses in a table, especially if you want to list all
participant responses rather than an overall summary. Following are two examples.
Sample 1.
Summary of user impressions
Sample Questions
|
Sample Responses
|
What is your overall impression to [site]?
|
Participants liked being able to find health info.
|
What is your impression of the search capability?
|
Search worked well, efficiently.
Seemed to have the most relevant information at the top.
|
Do you feel this site is current?
Why?
|
The site is current because the information is dated with information
from the past couple of days.
|
What did you like best about the site?
|
1) Resources 2) Articles 3) Health tips
|
What did you like least about the site?
|
1) No way to share info 3) Not enough pictures
(images, charts, graphs)
|
If you were the website developer, what would be the first thing you
would do to improve the website?
|
1) “Email a friend” 2) FAQs
|
Is there anything that you feel is missing on this site?
|
1) “Email a friend” 2) FAQs
|
If you were to describe this site to a colleague in a sentence or two,
what would you say?
|
It’s a useful site with a lot of good information.
|
Do you have any other final comments or questions?
|
Needs more pictures and color.
|
Sample 2. User impressions by participant
Participant No.
|
Like best?
|
Like least?
|
Improvements
|
1
|
Search
|
Registration
|
Add more color
|
2
|
A-Z index
|
Pop-ups
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Clickable charts
|
Thank you for reading and please be free to reach out to me if you think anything specific can be improved.
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