Evidence 01. Prototype usability test 2

About the test:

Focusing on the new Finder style of the document checker with a deeper exploration; getting feedback on the deadend 'not certified' page to ensure this is understood; getting users to add docs for more than 1 country; then run through application to end
Consumer group, "Ethel" persona, female aged 50-70
Sprint 3

We validated:

categories are a must: all 5 users like having the category filter options available right away and start with them, even when document already visible towards top of list
document checker: some related issues, but using checkboxes in the main column wasn't as problematic as we expected
different address for errors: fine
postcode list alongside button: fine, more visible
add country: fine, discoverable and easy to use
deadend page: clearly understood that you need to go and get doc certified first, works well
confirmation page: works better, much clearer than last version
service choice: works well, clarity

Key issues:

multiple category selection: not clear that it is meeting user expectation, leading to confusion; one user was particular about the count which would be a bigger issue if/when we repeat 1 doc in several categories; saw examples where adding a category didn't visibly change the list and looked like not working (because the doc was being added out of screen view, based on alphabetical order); overall a one-by-one category view might be clearer
document checker: do we need to allow users to add number of copies of a document too? 2 users suggested it. The upcoming add/remove UI version would facilitate this more easily if it is needed
phone number: intl phone code selector confused a user a lot, plan to remove this
confirmation: need number of documents added at minimum (some users expect country too, which we should keep an eye on this as feedback / decision on that field evolves)

checker: thorough, comprehensive, likes alphabetical ordering, "not too busy"
checker: "doctor I was looking for medical" but can't suggest any improvements
checker: plenty of options to see what you're looking for
checker: uses the birth, marriages, deaths category to filter list at first to find birth certificate; after that just looks in alphabetical list each time for the doc she wants
different address: no problem
deadend page: worries about the cost implication, and nuisance to get it certified - time factor. Shame it can't be done some other way. But understands the page perfectly
add country: fine
overall: quite happy using this, standard gov web site

checker: looks ok but rather a lot of documents listed; then spots categories on side just as about to suggest that
checker: users filter as first step to births, deaths, marriages
checker: next users education category filter
uses inline Back link regularly
test abandoned (IE11)

checker: also went for births, marriages, deaths category filter first rather than selecting (visible) document in list
checker: when asked to select docs which span several categories, continues to use categories; now has multiple boxes selected in left column and main column and does not look clear; however she thinks the page works ok
doc format choice / eligibility info page: understands that needs to confirm which docs to send, and which format is accepted
different address: understood and used this fine
add country: fine
confirmation page: fine
deadend page: looks fine, nothing I'd like to change on it, understood it

checker: again, started with the category then selected birth certificate
checker: "clean, you can select anything you need, can select category then what you want which is good", "this pages looks incredibly well thought out actually" - no magic wand suggestions at first; later wonders whether could add more than one of a type of document e.g. if you have more than 1 degree certificate
checker: when adding more, started typing into search but then found a category instead
doc format choice / eligibility selection: sped through no trouble
different address: fine
deadend page: "gives you all the information you need", likes the links (tries one) and option to send info to email "very well thought out I think these pages"
confirmation page: "this is good", notices that sent by email, "nice clean web site, clear writing, no more than 2 sentences to a paragraph, tells you exactly what to do and where to send it"

checker: also used category filter first
checker: "quite good, well constructed, nice list of documents"
checker: gets 2 categories selected, expects original set to disappear at first, then once realised it shows both she expects ordering by category within list rather than still A-Z. Gets the picture after looking a while but it was not what she expected
checker: suggests add number of copies per document; wants docs presented category by category when filtering, not A-Z - this confused her;
checker: tries the search with several different examples and likes that
doc format choice / eligibility selection: got this ok
confirmation page: 2nd user to expect docs/countries to be played back here too
deadend page: liked the links (tried them); gets the point "pretty clear page" - says in real life would click the links, find a solicitor/notary and then go and get the doc certified, "very good", "this page is fine"

Provide feedback