Case study
SensiWatch Mobile User Research
@ Sensitech Inc
PROJECT OVERVIEW
I was in charged of the Usability studies for Sensitech’s SensiWatch Mobile App.
I conducted usability test sessions on Product Manager and Engineers and created reports covering the overview and goals, interview script, methodology, role play and task list of the usability testings performed. I also implemented metrics gathering system and user paths for quantitative analysis and identified priorities and potential opportunities to pursue.
SUMMARY
The purpose of this study is to collect general usability observations using SensiWatch Platform mobile app (SWP).
Our goal is to identify any usability problems, collect data about ease of access and find-ability, and determine the participants’ satisfaction with SensiWatch Platform mobile app, via observing and listening to users as they complete typical tasks using the app.
GOALS
Task completion - Can users follow through a task and complete it?
Find-ability - Does users know where to find a specific page?
Surprises - Were there a limited number of surprises? Were most surprises positive, negative, or somewhere in between?
METHODOLOGY
The usability evaluation of SensiWatch Site Mobile App is conducted by Sensitech User Experience Designers accompanied by Product managers during remote one-hour sessions.
Remote
Participants receive an explanatory email regarding the session.
Participants join their sessions remotely on Zoom, Go to Meeting.
The facilitator provides all task instructions and questions verbally.
Participants will share their mobile phone screens and verbalise their journey each steps throughout the Usability test. Observers will observe in the background but may ask questions when prompted by the facilitator as time permits.
Duration: 1 hour
PARTICIPANTS
Engineers, Quality Assurance and Product Managers
INTRODUCTION
CONFIDENTIALITY
Users were informed that they would be “turned into a number” and that their identity would be kept confidential.
CLARIFICATION
It was emphasised that the system was being tested and not the users. Users were encouraged to be honest and open, and to think out loud.
CONNECTION
To further establish a connection with the user, the session started with role play. Users were told to imagine that they were the shipping managers for a global company called Fresh CO and that they have to perform several tasks on the platform daily.
TASKS POST-TEST QUESTIONS
During the usability evaluation, participants were asked to complete scenarios that included specific “real-life” tasks on the application. The tasks are provided verbally by the facilitator while participants are asked to “think aloud” when performing the tasks.
Some of the tasks include:
Login, navigation, trip detail, acknowledge alarms, maps, graph and help screen.
In addition to being prompted to complete the above tasks, users were also asked the following questions at the end of each session:
On a scale of 1 to 10 (1 being not likely and 10 being highly likely) would you recommend this platform to a colleague?
On a scale of 1 to 10 (1 being not likely and 10 being highly likely) would you enjoy this product in its current state on a daily basis?
PREPARATION
I drafted email invitations and sent it to selected participants to prepare them for the test sessions. *Images are censored for confidentiality purpose.
HIGH LEVEL RESEARCH FINDINGS
Test session was recorded on Zoom. User tries to test an invalid password and explores different parts of the mobile app.
*Images are censored for confidentiality purpose.
Our goal was to identify any usability problems, collect data about ease of access and find-ability, and determine the participants’ satisfaction with SensiWatch Platform mobile app. We were able to successfully collect data to help us understand if the users were satisfied with the app and we were able to identify users' pain points from the usability sessions.
The users were instructed to download the required apps before the session. During the sessions, most users were able to get in the app and use it without any issues.
Overall, it was a positive experience for most of the users, they were able to find value in using the app. By large, the app matched the expectations of the users. Expectations not met were overall minor to medium which did not hinder their task.
Login Screen:
Pain points: 4 out of 5 (80%) users had no clue how to retrieve their Login ID if they forgot it.
Action items: Add text on the Forgot Password "Contact Sensitech Support if you forgot your Login ID". Make window larger to support.
+ Quote: "I like that the login screen is clear and simple."
- Quote: “ If it told me incorrect username, I would know it’s the wrong username and if it told me incorrect password, I would try different password."
Trips List view:
Positive: 3 out of 5 (60%) users had no trouble understanding the status of the trips and were able to switch programs easily.
Pain points: 3 out of 5 (60%) users were unclear what the grey-ed out (disabled) trips meant.
Action items: Do not display Draft and Disabled trips in the app as users can't access them. Remove from trip list, status bar, and filter options.
Filter function:
Pain points: 4 out of 5 (80%) users struggled to exit the selection step. The users expected to tap anywhere outside the list panel to invoke the filter action but were unsuccessful in exiting the selection step. When Users were tasked to clear the filters selected, their initial action was to un-check the selected filter instead of using the clear button.
Action items: Filter needs overall design update to include consistent use of DONE button, and to not rely on a header back option or header searching. Consolidate all functionality within the individual filter popup windows.
Search function:
Pain points: 3 out of 5 (60%) users had difficulties using the search button. They did not understand the purpose/difference between the red X and clear icon and the organization of the icons were too close for their fingers. User has issues tapping the search icon as the performance is not immediate when they click on the magnifying glass and the "return" button on their keypad does not work.
Action items: UX update needed for Search. Icons are too small and close to each other. Address confusion between red X icon and clear action and apply correct search keyboard.
Trip Details:
Positive: 3 out of 5 (60%) users were able to understand the summary of the trip on the top panel - the information on the trip status, monitors, zones and alarms. Pain points: 2 out of 5 (40%) users were confused with the "arrived" status of the trip located on the top of the screen as looks like an action button.
Action items: Redesign status button so that it doesn't look like a button.
Trip Map:
Pain points: 3 out of 5 (60%) users had difficulties locating and understanding the expand feature - square on the right of both the graph and map. Users also needed prompting to see the back arrow in the screen header.
Action items: Redesign expand and X button by adding contrast to the icons so that it is more visible against the map.
Excursion Tab:
Pain points: 4 out of 5 (80%) users struggled to delete and edit the acknowledgment, which does not go away after user clicks on red X to clear it or when user tries to edit it.
Action items: Look at an "update" option as part of edit or rethink the edit action.
Bugs:
Lower navigation is missing on trip details view.
Navigating the range navigator brings user back to previous screen.
User clicked the “X” and it took him back two steps, it sounds like this was unexpected.
User ended up on the login page with a swipe from the trip list UI. This locked the app and froze on the login page.