Remote eSign: Live Site Usability Testing

Project description:

Create a new employee facing system to facilitate the signing of documents, when the banker and the customer are in different locations.

Project impact:

Product and Design teams were able to fix issues with the user experience of the new system, based on research findings, before the system was rolled out to a large section of end users in the Pilot Program.

Define the problem

Worked with stakeholders to define the problem space and decide what aspects of the overall experience is in an out of scope for this research. Established clear timelines based on the project team's needs and the scope of this research.

Problem Statement:

Assess the usability of the new eSign system with a live site built by the Development team. Identify strengths and weaknesses of the user interface from the end user's perspective.

Create study plan and moderators guide

Define project background, business objectives, research objectives, timeline, and specific questions to ask participants during the study. Work with design, product, and development stakeholders to validate the information in the test plan and ensure the stakeholder's key questions are addressed.

Research objectives:

Identify if end users can accomplish the key tasks
Uncover end user pain points with the new eSign system

Study type:

1:1 sessions conducted remotely through video chat

Recruit and schedule participants

Recruited 10 bankers through established processes.

Participant demographics:

Mix of bankers in rural and urban areas
Mix of new and experienced bankers
Mix of different types of bankers

After participants were identified I reached out to them to determine if they were willing to participate and schedule a time to meet.

Run sessions

Met with participants 1:1 through video conferencing tool, asked a few back ground questions then shared the link to the Figma prototype and had participant share their screen. Then participants were given a scenario and a set of tasks to accomplish. I observed participant during the task then asked followup questions to dig into why they did specific things after they passes or failed the task.

Analyze data

Evaluated how many participants passed vs failed on the individual tasks. Determined reasons for task failure. Collected responses to background questions and pulled out key themes.

Create presentation

Created slide deck and Confluence page to convey key learnings from the research to the stakeholders and decision makers.

Present findings

Presented findings to stakeholders while allowing room for discussion of each key finding. Utilizing this method enables stakeholders to build a shared understanding of the finding and if it is an issue commit to a specific owner and timeframe to address the issue.

Follow-up

Met with design team to carry findings forward when design decisions were made by acting as the voice of the user in design meetings.

Track progress towards rectifying issues by following up with the owner to check in about the status.