Usability Testing
User Experience Researcher | February 2024
How can we teach new and current users the intention behind our product?
Overview
A recent study we conducted focused on how well our users understood the intention behind our product and we found two major pain points:
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​1.) Almost all of our current users learned how to use our product via word-of-mouth.
​2.) 25% of our users understand our product to be a site for something else entirely.
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We understood that our product can be used how our users want to use it but they may have misinterpreted the intention behind the product in the first place. Our UX Designer created a pop-up that would be informative of our product's intention and we wanted to test it to all types of users in order to identify how helpful this pop-up would be for them.​​
Research Process
01 Create a Research Proposal
Our team wants to understand how we can explain the intention behind our product while being as accessible and digestible as possible for all users.
Research Methodology
We will conduct a 1:1 virtual, moderated usability test of a mid-fi prototype of a three-slide tutorial with our three types of primary users; Product Owners, Requestors, and Non-Users.
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02 Develop Research Questions
We want to identify the answers to the following research questions.
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How do our users want to learn about our product?
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How do they respond to the new design?
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Does the design seem to help them in understanding how and when to use our product?
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If not, how can we teach our users on the intent behind utilizing our product?
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How do they respond to the pop-up?
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Do they close out or read the information provided?
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How would they interact with the screen on their own?
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Is the pop-up engaging enough?
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If not, how could it be more engaging? If yes, how so?
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03 Conduct Usability Test
Develop a Usability Test Discussion Guide
Met with users and asked them to walk me through their thought process as we looked at these three screens. Focused on aligning our research objectives to our questions and understanding if our users understood the intention behind the pop-up. And if so, does our message provide a lasting impact?
04 Synthesize Usability Test Interviews
Affinity Mapping
Grabbed quotes from transcribed recordings of our interviews and created different colored sticky notes for each participant. Broke down the synthesis by user's response to each screen and how they understood each screen's messaging.
05 Analysis & Recommendations
Provided a breakdown of key findings based for each screen from our participants and then provided an Overview that summarized our key findings, providing quotes from our users, and recommendations on how we can move to the next step in our design.
Outcome
We shortened the messaging on each page and provided a more straightforward message explaining our intention of this pop-up, ensuring ALL users, not just new users, will deem the pop-up to be a useful tool for them to learn how to use our product.
Thank you :)
Thank you so much for following my research process and learning how I have been able to provide impact to JPMC internal products throughout my time at The Firm.
If you want to learn more, please do not hesitate to reach out via email or Linkedin.
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Much appreciated!