TechHub Usability Testing
My Role
Testing & Research Lead
Timeline
3 months
Deliverables
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Mid-fidelity Wireframe
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Usability Testing Report
Executive Summary
The company's internal tech hub was going to be integrated into a new platform as part of an upgrade. The stakeholders would like to test the new look and feel as well as the usability of the new platform.
In this project, I led and executed the usability testing and worked with project manager and UI designer. I maintained the high standards of testing and analysis to drive excellent employee experience despite the internal project. The highlight of our achievements on this project are:
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Early involvement of user feedback
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Rapid iteration and intensive pace, we managed to conducted 4 full rounds of testing within 3 months with 20 participants across the globe!
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Successfully convinced stakeholder to fix most major usability issues for the MVP product by compelling data
Process of working
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Define the scope of the project including timeline, deliverables, objectives and restrictions
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Communicate internally to allocate responsibilities, work closely with UI designer on the wireframe and testing tasks
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Conduct desk research and plan testings
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Recruiting and schedule testing sessions via userzoom
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Moderating testing session
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Analysing notes and produce the weekly report, presenting findings to stakeholders and adjust research plan simultaneously
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Wrap up the project, sending full analysis reports to stakeholders
Recruitment Criteria
The testing opened to all Fidelity International employees who are willing to give their. Recruitment was taken place one week before each round of testing, given enough flexibility and room for iteration for last round of testing. The participants come from all departments of the organisation including Digital, HR, Customer Service, Procurement located in different parts of the world - UK, Europe and APAC.
The target audience group is fairly wide for this project, so we aimed to involved all the user groups, despite different ages, languages, tech-savviness...
There are some other challenges too...
Challenges
1 / Communications
Internally to make sure the prototype was ready for test each week, manage time and organising team meeting to achieve my personal goal and team goal at the same time.
Externally, we needed to convince stakeholders to make user centric decisions based on user feedback. Also to persuade them to give up some existed features that proved to be unwanted by users.
2 / Time Allocation
The team was assigned to work on the project on a part-time basis despite the amount of work we need to deliver. Very limited time was given to design, test as well as report.
3 / Technical issues and rescheduling
From time to time, Userzoom gave us some unwanted surprises such as terrible connections, bad logistics and blocked access. This added to the difficulty for moderation and the analysis later on.
The last challenge came from balancing sessions among international and domestic participants and constant rescheduling requests from them. For example. with APAC participants, 7am is usually when we usually started work.
Key findings
1 / Efficiency comes first for admin tasks
A certain percentage of the users only passively dealing with tech requests so they just want to spend minimal time and effort on these tasks.
2 / Seamless experience is the KING
Users complemented on the focused functionality of the current platform, saying there's no need for extra features. This provided the direction for us to get in depth instead of the wide range. A product like this needs to resist the temptation of various fancy new features that could ultimately increase cognitive loads and destroy the good user experience.
3 / Modern technologies are needed for better self-serving experience
Most users preferred help desk service over self-serving. because they couldn't articulate the issue they had. Therefore, with the modern technologies, such as the chatbot guessing the needs more precisely, user experience will be improved forseeably.