-
Notifications
You must be signed in to change notification settings - Fork 1
Evidence 01. OAB premium service usability test 1
Mark Barlow edited this page Oct 12, 2015
·
8 revisions
Objectives:
- capture first impressions; observe completion of end to end fast track application; explore account section in detail
We validated:
- Speed on track so far, with one exception
- 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
- Account feature resonated strongly
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
About:
- 5 employees
- Daily user of premium
- End to end 1 person process
- Daily internet user, shopping & banking
- Age 30-35
- Male
Service choice:
- Fine. Where is MK drop off? for first version. Then picked up on that showing up on alternate page later
Sign in:
- Clear, simple
Account:
- useful: yes, lots of info
- Successfully completed filter task
- Q: how long will it store historic transactions?
Documents & countries:
- It’s fine
Confirmation:
- Welcomed payment and application details all on one page - saves paper and time
Registration:
- Simple
- Missing Business name
- Would expect an email after registering
Overall:
- Good and clear
- No ratings
About:
- 1 employee, a notary public
- daily user, London & postal
- 1 person process, end to end
- daily internet user, shopping & banking
- Age 41
- Male
Service choice:
- “Miles better"
Sign in:
- OK
Account:
- Time-saving; clear
- Would expect tracking info if clicking “View”
- Successfully used filters
- Missing? No - very good
Documents & countries:
- Optional is good
Confirmation:
- N/A
Registration:
- Simple enough
- Missing? Company name
- Would expect a confirmation page next
Overall:
- Very good, approves of the service, clear
- Easy to use: 10
- Fast to use for applications: 10
- NPS: 10
About:
- 3 employees
- 3-4 times per week premium user
- 1 person process
- daily internet user, shopping & banking
- Age 26
- Male
Service choice:
- OK, clear
Sign in:
- OK
Account:
- Customer couldn’t see the use / value in this section; later said it was helpful (check Simon?)
- Expect tracking information
- Successfully used filters
- Missing? tracking info, postal and premium service
Documents & countries:
- Likes ‘optional’ countries
Confirmation:
- Quicker
Registration:
- OK
- Expect company name
- Expect confirmation page next, but not an email
Overall:
- Some confusion around summary page ‘status’ and ‘filters’; but overall thinks its quicker and clear
- Easy to use: 9
- Fast to use for applications: 9
- NPS: 10
About:
- 3 employees
- daily user, both premium and postal
- 1 person process
- daily internet user, shopping & banking
- Age 21
- Female
Service choice:
- Clear
Sign in:
- Clear
Account:
- Useful
- Expect continue to pick up an application already started
- Expect view to show complete applications
- Successfully used filters
- Missing? Number of documents
Documents & countries:
- Suggested remove countries box entirely
Confirmation:
- easier than current, happy
Registration:
- clear
- Missing? company name
- expect a confirmation screen next with login instructions
Overall:
- Easy, helpful, an improvement - everything online and confirmation page, clear
- Easy to use: 9
- Fast to use for applications: 9
- NPS: 9
About:
- 5 employees
- Twice a day premium, twice a week MK
- 1 person process
- daily internet user, shopping & banking
- Age 21
- Female
Service choice:
- clear, straightforward
Sign in:
- clear
Account:
- nice to have a summary and track applications
- filtering easy
- want postal application tracker
Documents & countries:
- Clear after a few seconds how to add country
Confirmation:
- clearer and easier
Registration:
- straightforward
- missing? company name, company registration number
- expect confirmation screen next and email
Overall:
- not difficult, more useful, more user control, step by step easy
- Easy to use: 9
- Fast to use for applications: 4
- NPS: 7
About:
- 20 employees
- Mon, Weds, Fri
- 1 person process
- 3-4 times per week internet user, shopping & banking
- Age 47
- Male
Service choice:
- clearer than now
Sign in:
- First impression: great
Account:
- saves time, useful
- expect to continue application
- expect to view previous application
- Filters used successfully, self-explanatory
- Missing? number of documents per application
Documents & countries:
- No need for extra cover sheet - useful
Confirmation:
- Much better than paper form
Registration:
- simple, fine
- Missing business name
- expect confirmation email next
Overall:
- Better than now, less paperwork, clear
- Easy to use: 9
- Fast to use for applications: 9
- NPS: 9
About:
- 3 employees
- almost daily
- 1 person process
- daily internet user, shopping, movies
- Age 46
- Male
Service choice:
- clear
Sign in:
- clear
Account:
- useful, links self-explanatory
- filters used successfully
- nothing missing
Documents & countries:
- clear, easy to use
Confirmation:
- easy to print
Registration:
- ok, simple
- missing company name
- expect to see confirmation email and page
Overall:
- Good, user friendly, clear
- Easy to use: 9
- Fast to use for applications: 8
- NPS: 9
About:
- <20 employees
- twice a week, premium
- 1 person process
- regular internet user, shopping & banking
- Age 30-40
- Female
Service choice:
- Quite good. Don’t have to go to a few pages like you do at present (we use both services)
Sign in:
- Security? Wants reassurance. Share computers at work
Account:
- “Standard would be post, right?”
- View: expects to see whether despatched, payment satiates, reasons for rejection, contact details
- In progress: interpreted this as status once in office, not status before submitting
- Successfully used filters, including in conjunction with one another
Documents & countries:
- N/A skipped for speed
Confirmation:
- N/A skipped for speed
Registration:
- N/A skipped for speed
Overall:
- quite easy, once layout
- Easy to use: 10
- Fast to use for applications: N/A (skipped full application flow)
- NPS: 10
About:
- 3 employees, notarial practise
- daily user
- 1 person process
- regular internet user, shopping & banking
- Age 20-30
- Female
Service choice:
- Like the comparison, much clearer than present, more convenient all in one page
- Prefer not to see the MK drop off option as they don’t use it
Sign in:
- easy
Account:
- like it, “oh, an account!”, spots that it aggregates different services and welcomes that
- Expect to see “invoice” if click View, and reference number for the courier if standard postal service
- Filters used successfully, “very convenient”
- Missing? Number of documents per batch
Documents & countries:
- Useful, assuming it removes the need to print the current cover sheet
Confirmation:
- As number of docs and countries not shown on this page, thought may still need to fill in that separate sheet. Needs to be clear
Registration:
- very easy, not too much information
- Missing company name
- expect to see some kind of check that company exists as next step
Overall:
- live the service choice page; love the account page - see what is going on with documents, what is outstanding; generally clear, quite straightforward, quite happy, not too much information
- Easy to use: 10
- Fast to use for applications: 9
- NPS: 10
About:
- 50 employees
- 4-5 times per day
- regular internet user, shopping but not banking (trust)
- Age 50-60
- Male
Service choice:
- Easy
Sign in:
- Easy
Account:
- quite easy
- Thinks In Progress = submitted and being processed
- Expects to see status; wouldn’t want scans of documents to come up (privacy); wants to know about delays
- used filters successfully
- scrolled to bottom to start application, as used to continue buttons there - but we only have this option at top on this screen
Documents & countries:
- (No comments)
Confirmation:
- would print the page, or send link to it
Registration:
- As Find address button is styled like continue button, and happened to be last visible element on screen, initially thought this was the end of the page
Overall:
- easy, clear
- Easy to use: 10
- Fast to use for applications: 10
- NPS: 9