Web pilot testing
County Connect - TAS Pilot Usability testing
Communications, County Connect and TAS conducted usability testing to assess direction and find opportunities for improvement for the pilot web application, which introduced new forms and a new service request organization.
GOALS
To provide insights on current state, to spark brainstorming for enhancement options (phase 2).
To help developers and product experts gain a fresh, expanded perspective on how people interact with the application.
To advocate for dedicated UX and UI resources for this application
APPROACH
We started with guerrilla style usability testing, asking a few colleagues on the floor to try the system and asked for their comments. Some stumbling blocks were clear and we relayed them to the developers. Since there were a few concerns with the feedback, we worked together to define a set of tasks and then ran remote user testing.
OUTCOMES
The process helped align stakeholders visions and led to phase two of the project, which involves augmenting the development team to incorporate UI and UX designers. The organization saw the advantages of investing in UX to improve the interface, reduce errors and maximize self-service opportunities. Brainstorming sessions aslo resulted in quick-wins: small tweaks to language and form design.
ARTIFACTS
Report
TEAM DYNAMICS
For this particular team, it was important to involve each member in all aspects of user testing: from creating questionnaires to actually watching each test recording in full. In running this test, I first gained an understanding of the larger picture by meeting with representatives. Then I had one-on-one conversations with stakeholders who expressed different views. Next, I drafted the test script and shared it for review. Once we had agreement, I ran the test and wrote the report. Since I knew the group would want to dive into the details, I included links to each test and details on each interaction.
