Evidence 01. MK drop off service usability test 1
Mark Barlow edited this page Oct 12, 2015
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2 revisions
Objectives:
- Capture first impressions; observe completion of end to end fast track application; explore account section in detail
We validated:
- Simplicity and ease of use
- Service choice page is an improvement, can compare services and find them easily
- Countries being optional was welcomed; 1 user said remove it
- Confirmation page all-in-one (payment, app ref) is an improvement over cover sheet, although 1 customer preferred the old system
- Mixed opinions about account feature
Key issues:
- Need number of documents per application in account
- Need business name on registration
- Terminology needs refining, confusion about "In progress" - before application submitted, or after submitted?
- Expectations of account go beyond what we can deliver initially – customers want real time application tracking
- Concerns around application and payment merger – affects the way some businesses work – one person does application, another does payment
About:
- 30 employees
- Daily user of MK drop off
- 2 people – 1 making application, 1 making payment
- Daily internet user, shopping & banking
- Age 40-49
- Female, Assistant to Notary Public
Service choice:
- Clear instructions
- Where is MK drop off option?
Sign in:
- Straightforward and clear
Account:
- Clear
- More detail about ‘in progress’ – wants to see if/why docs are being held up
- ‘Action’ is misleading - should read ‘details’
- Should show amount paid and no of docs per application
- Can you order applications by headings (date, name etc...)?
Documents & countries:
- Clear
- Doesn’t like indentation when adding multiple countries
Confirmation:
- Good – as long as all details of what docs/how many/amount paid are displayed
- Opportunity to go back or make changes would be useful
Registration:
- Straightforward
- Business name
- Would expect confirmation page and email
- Would like ability to go back and amend details after confirmation
Overall:
- User friendly and clear
- Easy to use: 9
- Fast to use for applications: 5
- NPS: 2
About:
- 2 employees
- Weekly user of MK drop off
- 1 person process, end to end
- daily internet user, shopping & banking
- Age 60-69
- Female, Joint proprietor of third party Legalisation service
Service choice:
- Yes, helpful
Sign in:
- Yes, clear
Account:
- Clear
- Would expect tracking info if clicking “View”
- Successfully used filters
- Missing? No - very good
Documents & countries:
- Clear & concise
Confirmation:
- Everything is very clear
Registration:
- Clear
- Missing? Company name
- Would expect a confirmation page next and email confirmation
Overall:
- Much clearer than expected
- Easy to use: 10
- Fast to use for applications: 8
- NPS: 10
About:
- 10 employees
- Daily user of MK drop off
- 2-3 employees make an application
- daily internet user, shopping & banking
- Age 40-49
- Male, senior staff member for multi-service business
Service choice:
- Yes, crystal clear
Sign in:
- Yes, clear
Account:
- For daily drop off this page has limited use
- Actions that may be useful: paid – received by FCO – Ready for collection Documents & countries:
- Should have an ‘add’ function after no and country have been input – to give reassurance to the user that data has been captured Confirmation:
- Adding ‘saved’ cards would be ideal
Registration:
- Very clear
- Missing? Company name
- Would expect a confirmation page next and email confirmation
- Should verify email address before registration is complete – send email
Overall:
- See no problems with this system. But what is the point of capturing countries if this data can be skipped or cheated to save time?
- Easy to use: 10
- Fast to use for applications: 10
- NPS: 10