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Observation & Usability Testing

In November, 2015, I joined Reim, a startup company in Beijing that creates software for expense report management, receipt tracking, and business travel. Designed for small businesses, accountants, and individuals who are sick of wasting time with spreadsheets, Reim streamlines business travel and tax compliance with expense reports.

Leading the design team, I organized and trained members in the company to perform observation and usability testing in order to better understand our users and improve the usability of our products.

These UX design methods turned out to be very valuable.

  • The results gave us direction and priority of further developing our product.
  • Users finally had a channel to talk with us effectively and they felt being valued.
  • Usability improved. Bugs were fixed.
  • The whole company became on the same page with better understanding of our users.

 

INTERVIEW

Before the observation, we interviewed 5 companies who were currently using our app as a Primary Research. They are DeloitteFounder SecuritiesBank of China Head OfficeHillhouse Capital and Phoenix Healthcare. We got pain points from general staff, managers and financial department, so that we have more focus while observation.

OBSERVATION

Before we start, I looked at the general data of our users.

And then I scheduled 6 observations with delicately chosen companies which were most representative according to the data above.

For each of the observation, we got four types of data from our user and put it into yellow color of the stickers.

Finally, we were able to create 6 Experience Maps.

  • Yellow represents 4 types of user data.
  • Green represents each step.
  • Blue represents each function.
  • Orange is the solution
  • We also voted with smaller yellow and orange stickers that indicated the priority and importance of the issues.

From the Experience Maps, we also could summarize the Touchpoints of our users.

PERSONAS

Next step we created our personas. We had 6 types of typical users.

SCENARIOS

 

USABILITY TESTING

First of all, I recruited our participants with characteristics from the personas and made schedule.

Next step, I prepared Moderator Script and performed the testing with these paper prototypes, which our participants could interact with.

Create this participant task list to research on certain problems.

Here is the form of how we utilize all the usability testings.

These UX design methods turned out to be very valuable.

  • The results gave us direction and priority of further developing our product.
  • Users finally had a channel to talk with us effectively and they felt being valued.
  • Usability improved. Bugs were fixed.
  • The whole company became on the same page with better understanding of our users.

 

 

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