Usability Testing & Implementation

Team members

  • UX designer(myself): Planning, recruiting participants, clickable mid-fi mockups, conducting user interviews and usability testing, documentation, solutions, implementation
  • Product manager: recruiting participants, user interviews(note-taking)
  • Front-End designer: hi-fi prototypes
  • At least one member of the product and marketing team as observers

Design Thinking Methodology

We started the project with internal views for target state prototypes – arriving optimal 6-9 month target state for our public facing website. The process is as below. In this post, I will only talk about Usability Testing and how we iterated the solutions over the sprints.

Focusing Statements

  • How might the value of a skills matching and recommendation service help students make the right choices about courses
  • How might the exposure of mentors and strategic partnerships in the value proposition affect potential conversion
  • How might we make the payment process easy with diverse methods for the students’ instant decision making to enrol

Research Goals

  • Discover people’s search behaviour to find the right course for them
  • Learn why people use such a search method
  • Determine the best way to find a course
  • Discover the user’s expectation regarding payment options
  • Find opportunities to improve the product in order to engage mentors and B2B conversion
Mid-Fidelity Wireframes on the Wall

Mid-fidelity clickable prototypes set up in Marvel App to test on.

Test Method

  • Current state observations
  • Prototype usability testing
  • Concept feedback on visual design

Moderated Testing

  • Schedule and location: 20~30 minutes in-house Usability Testing Lab. 3~4 testing a day for 2 days.
  • Equipment: Laptop, Mid-fidelity clickable prototypes set up in Marvel App, Silverback for recording
  • Recruiting: Product sales leads with Marketing and across enrolment demographics, connections and recommendation
  • Participants: Blended approach-interviews with x 6 sets of prospects/leads/students, local to Melbourne so we can do face to face interviews:
    • Interested but not enrolled
    • Enrolled (not started)
    • Enrolled (recently started, mid-course)
    • Completed
    • Mixture of gender
    • Family status (family with and without kids)

Testing Scenarios & Metrics

  • Scope: Exploratory-how to search the course that they are interested in when arriving at the RMIT Online website. Payment-how to find the details of the courses and how to pay for it. Mentor-Where to start the journey to apply mentorship. Partner-find the course that the best suits your employees and finish to purchase it.
  • Scenarios: Roles the participants play during test-a prospect who want to change career, a prospect who want to upskill, a digital marketing expert who would like to be a mentor, a general manager who seeking courses for employees. Click to see the tasks and scenarios.
  • Metrics: Task completion rate(%)

Insights & Task Completion Rates

I made a spreadsheet, categorising all the tasks, objective, scenarios and added columns for the insights and rating. This time I was focusing on the documentation side of the data capture to share. Therefore I also specified the insights and the rating by each participant.

Usability testing screen shot

Task 1 Testing Section(s): Searching options (including guidelines of first timer student journey) Found in: homepage

  • Success rate: 93%
  • Insights: In terms of search behaviour, there is a mixture as using search bar straight away, using the top menu “Courses” to explore more courses available or following through the guidelines.

Task 2-1 Testing Section(s): Search a course/program Found in: homepage, courses page

  • Success rate: 93%
  • Insights: carousel course display and customer rating on the course detail page have negative feedback.

Task 2-2 Testing Section(s): how it works Found in: homepage, about page

  • Success rate: 100%
  • Insights: the industry partners and the people related to the course on the course detail page is good to see. Time commitment calculator seems to be a good tool to have.

Task 2-3 Testing Section(s): payment process Found in: course detail pages

  • Success rate: 87%
  • Insights: time commitment is more important than price. Users expect the CTA button located on the top and the bottom or always on the screen. “instalment” as a payment option needs more information about what it is and how it works. Invoice is essential to get for the employer’s support.
Payment process-cart screen design

Task 3 Testing Section(s): Apply mentorship Found in: homepage, partnership page

  • Success rate: 83%
  • Insights: it is confusing where to go between “For Business” or “Partnership” to apply for mentorship. Tab feature is not bright for some people to find critical information. There is not enough information about the mentorship.

Task 4-1 Testing Section(s): training employees Found in: for business

  • Success rate: 93%
  • Insights: Industry partner information is important to have. Options of contact details are required.

Task 4-2 Testing Section(s): partnership Found in: partnership

  • Success rate: 87%
  • Insights: finding courses for employees take the same journey as B2C customers.

Iteration

The site pages are as below and the content reflects the insights from the research.

  • Home
  • Course catalogue page
  • Course detail page
  • How it works
  • Why RMIT Online
  • Support
  • Blog
  • Our partners
  • Mentorship
  • Footer

We added the detailed information on course detail pages, created “search field on the homepage and the course catalogue page. Also, created separate “How it works”, “Partnership” and “Mentorship” pages to fulfil the user’s needs. The content strategist and I sat down together over hours to come out with the content and what tone of voice should be like.

Revised user flow after the usability testing

Hi-fi prototypes

Homepage prototype
Mentorship page prototype
Course Catalogue page prototype
Payment Cart page prototype

Agile Implementation Plan

I broke down the changes to each sprint as a suggestion. The product manager and I prioritised it to implement according to course delivery and other business strategy plan.

  • Course catalogue page interim solution (navigation and courses page)
  • Course detail pages
  • Partnership
  • Mentorship
  • Support
  • How it works
  • Why RMIT Online
  • Payment process (ECB)
  • Visual style guide (start with the logo, header and footer changes)
  • Gradual new style guide implementation
  • Finalise with entire menu (new header, footer and navigation )

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