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IS480 Team wiki: 2016T1 Fixxlar User Tests

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User Testing 3 (27 October 2016)


User Testing 3B

Venue: Various Workshops:
    1. Premier-One Auto Pte Ltd (8 Kim Chuan Terrace)
    2. ACMA Engineering (Pioneer Point, 5 Soon Lee Street, #06-20 Singapore 627607
    3. ZG Motors (8 Kaki Bukit Ave 4, Singapore 415875)
    4. AOTO Pte Ltd (No. 42 Toh Guan Road East #01-78 Enterprise Hub Singapore 608583)
Date: 27 October 2016, Thursday
Time: 11:00am - 7.00pm
Duration: 30~60 minutes
Number of Participant(s): 4~5

Objectives:

  • Identify possible usability issues with Quotation Request Module, Admin Module, Account Module, Dashboard Module, Scheduling Module, Search Module, Chat Module

Scope for User Testing 3B:

  • Signing up and logging in as Workshop Administrator
  • Viewing and replying of new requests with estimated quotation
  • Blocking out specific date and time on calendar
  • Replying and acknowledging final quotation
  • Quote estimated completion date and time
  • Verify repair completion
  • Communication with Fixir Team

Target Participants & Rationale:

  • Participants of this third user testing would be workshop administrators who have worked with Fixir and those considering to do so.

Method of Conduct:

Goals and Results:

S/N Goals Results
1 Participants should be able to sign up and login as a Workshop Administrator. Successful. Participants had no trouble signing up and logging in.
2 Participants should be able to view and reply estimated quotation or diagnostic prices. Successful. All participants were able to view and reply estimated quotations.
3 Participants should be able to block out the specific date and time on the calendar, so that drivers will not be able to book. Successful. All participants were able to block out the specific date and time as required.
4 Participants should be able to reply and acknowledge the final quotation provided by drivers. Successful. All participants were able to reply and acknowledge final quotations.
5 Participants should be able to quote estimated date and time of completion for drivers. Partially reached. Some participants felt that "services" tab is still not intuitive enough, but they agreed that it was because it was their first time using, and they just needed some time to be familiarise with the web app.
6 Participants should be able to mark the services as completed. Successful. Straightforward.
7 Participants should be able communicate with Fixir Team. Successful. All participants were able to communicate with Fixir Team.


User Test Findings:

Function / Task Observation / Comments
Signing up and Logging in
  • Generally easy and self-explanatory. Participants had no trouble accomplishing this task.
Viewing of New Requests
  • "Quote" button a little too small
  • Generally easy to use.
Replying of "Estimated Quotation"
  • Generally intuitive.
  • Onemotoring.sg has changed their terms and conditions such that the last 5 digits (Sxxx0123D) of vehicle owner's NRIC is required to extract the data such as chassis number, registration year etc.
  • Would be good to include service description as most workshops have their own template reply with various options for the driver. (OEM vs Authentic spare parts)
Blocking of date and time in calendar
  • Easy-to-use
  • Would be great if it is possible to sync with Google calendar
Replying of "Final Quotation"
  • Should have an optional service remark/description so that workshops can reply with a finalised confirmed set of services, instead of just the quoted pricing.
  • Can venture into collecting statistics for the types of services or Engine Oil types which are more popular.
Quoting Estimated Completion Date & Time
  • One participant felt that it was not very intuitive to go to the next "Services" tab to start the servicing request
  • If workshop has their ERP system, it may be double job as they have to "start" both platforms, unless an integration is possible
  • Completion time should be incremented by an hour by default
Marking Repair as Completed
  • Double-clicking of "more info" and then "complete" may not be necessary
  • Good to include final payment so that workshops can confirm the amount to collect

Follow-ups / Improvements Made:

  • to be updated


User Testing 3A

Venue: FIXIR’s office (BASH, #03-01, 79 Ayer Rajah Crescent, Singapore 139955), Various cafés
Date: 27 October 2016, Thursday
Time: 11:00am - 5.00pm
Duration: ~30 minutes
Number of Participant(s): 20

Objectives:

  • Identify possible usability issues with primary functions of Fixir Customer (Driver) Web Application Module, Chat Module

Scope for User Testing 3A:

  • Signing up and logging in as Fixir's customer
  • Submitting and accepting quotation request
  • Booking an appointment with the workshop
  • Opting for valet services and making payment for the valet
  • Verify repair completion
  • Communication with Fixir admin via Intercom

Target Participants & Rationale:

  • Participants of this third user testing would be drivers who have worked with Fixir, and also random drivers we gathered from café usability testing.

Method of Conduct:

Goals and Results:

S/N Goals Results
1 Participants should be able to sign up and login as a new Fixir customer. Successful. Participants had no trouble signing up and logging in.
2 Participants should be able to submit quotation request for their vehicle. Successful. All participants were able to submit quotation requests for the particular vehicle they created.
3 Participants should be able to accept final quotation from a workshop which they are keen to engage. Successful. All participants were able to accept final quotation.
4 Participants should be able to make an appointment booking with the workshop they are comfortable with. Successful. All participants were able to make an appointment booking.
5 Participants should be able to opt for valet services. Successful. All participants were able to opt for valet services.
6 Participants should be able to make payment for valet services. Partially reached. Some participants had difficulty navigating to payment page.
7 Participants should be able to mark repair as "completed" Successful. All participants were able to complete the request.
7 Participants should be able to receive and reply messages to Fixir administrators through chat function. Successful. All participants were able to communicate easily.


User Test Findings:

Function / Task Observation / Comments
Signing up and Logging in
  • Generally easy and self-explanatory. Participants had no trouble accomplishing this task.
Submitting Quotation Request
  • Step-by-step guide is useful, but not all drivers know how to categorise their repair.
  • Additional service description tab may contradict the general category.
  • Car model and car license plate number should be in the same row, as it seems as if they are 2 different vehicles.
Accepting Estimated Quote from Workshop
  • UI is easy for price comparison
  • Straightforward
Making an Appointment Booking
  • Calendar is easy to use
Opting for Valet Services
  • User does not know where and when to pay after valet driver has been assigned.
  • Not sure where to check the valet progress.
  • SMS notifications are a good way to notify the drivers.
Accepting Final Quote from Workshop
  • Easy to use
  • Would be better if estimated completion time is provided immediately.
Repair Completed
  • Straightforward
Chat Module
  • Good avenue for providing feedback

Follow-ups / Improvements Made:

  • to be updated


User Testing 2 (17 September 2016 - 5 October 2016)


User Testing 2C

Venue: FIXIR’s office (BASH, #03-01, 79 Ayer Rajah Crescent, Singapore 139955)
Date: 4 October 2016 - 5 October 2016, Tuesday - Wednesday
Time: 6:00pm - 8.00pm
Duration: ~30 minutes
Number of Participant(s): 5 (TBC)

Objectives:

  • To gather feedback on the user interface of web application for Customers
  • Identify possible usability issues with primary functions of Fixir Customer Web Application Module

Scope for User Testing 2C:

  • Signing up and logging in as Fixir's customer
  • Submitting and accepting quotation request
  • Opting for valet services
  • Verify repair completion

Target Participants & Rationale:

  • Participants of this second user testing would be drivers who have worked with Fixir

Method of Conduct:

Goals and Results:

S/N Goals Results
1 Participants should be able to sign up and login as a new Fixir customer. Successful. Participants had no trouble signing up and logging in.
2 Participants should be able to submit quotation request for their vehicle. Successful. All participants were able to submit quotation requests for the particular vehicle they created.
3 Participants should be able to accept final quotation from a workshop which they are keen to engage. Successful. All participants were able to accept final quotation.
4 Participants should be able to mark repair as "completed" Successful. All participants were able to complete the request.


User Test Findings:

Function / Task Observation / Comments
Signing up and Logging in
  • Generally easy and self-explanatory. Participants had no trouble accomplishing this task.
Submitting Quotation Request
  • Step-by-step guide is useful, but not all drivers know how to categorise their repair.
  • Additional service description tab may contradict the general category.
Accepting Estimated Quote from Workshop
  • UI is easy for price comparison
  • Straightforward
Accepting Final Quote from Workshop
  • Easy to use
Repair Completed
  • Straightforward

Follow-ups / Improvements Made:

  • Improvements combined with UT3.


User Testing 2B

Venue: FIXIR’s office (BASH, #03-01, 79 Ayer Rajah Crescent, Singapore 139955)
Date: 24 September 2016, Saturday
Time: 10:00am - 3.00pm
Duration: ~30 minutes
Number of Participant(s): 5

Objectives:

  • To gather feedback on the user interface of Valet Driver’s web application - to be compatible with mobile site too
  • Identify possible usability issues with functions and usability of Valet Module

Scope for User Testing 2B:

  • Logging in and out as Valet Driver
  • Viewing all "New Requests"
  • Accepting valet requests
  • Updating status of valet requests at various stages
  • Verifying compatibility on mobile site

Target Participants & Rationale:

  • Participants of this second user testing would be our sponsor (from Fixir team, who will be acting as valet drivers when the business rolls out), and also valet service providers.

Method of Conduct:

Goals and Results:

S/N Goals Results
1 Participants should be able to login and logout successfully as a Valet driver, and also change password. Successful. Participants tried changing the passwords and logging in with the new accounts created.
2 Participants should be able to view all valet requests which have not been replied. Successful. All participants were able to view all the valet services without guidance. However, it was not very mobile-friendly/readable.
3 Participants should be able to accept the valet request which he/she is keen on taking up. Successful. All participants were able to accept the valet requests which he/she wants to.
4 Participants should be able to edit and update all the status of the valet service at different point in time. Successful. All participants were able to update the status, although some commented that it may be a little troublesome to update the status at every point in time, but understand that it is necessary for a "live" update on the status of the customer's vehicle.

User Test Findings:

Function / Task Observation / Comments
Login/Logout & Change of Password
  • Generally easy and self-explanatory. Participants had no trouble accomplishing this task.
Accepting Valet Request
  • It is easy to view all the available requests on desktop, but zooming is required for mobile version.
  • Valet drivers are able to accept whichever job he is keen on taking.
  • Would be a bonus to be able to track the current distance and the time of travel of the designated vehicle, from the valet driver's current location.
Updating of Status
  • Generally easy and self-explanatory.
  • Some valet drivers feel that they may miss out updating the app, and it will be perfect if it is automated, tracked using the valet driver's phone to determine the status of that vehicle.

Follow-ups / Improvements Made:

Fixxlar Changes to UI valet.png


User Testing 2A

Venue: FIXIR’s office (BASH, #03-01, 79 Ayer Rajah Crescent, Singapore 139955)
Date: 17 September 2016, Saturday
Time: 12:00pm - 5.00pm
Duration: ~30 minutes
Number of Participant(s): 5 (Fixir administrators), 3 (Workshop administrators)

Objectives:

  • To gather feedback on the user interface of web application for Fixir Administrator
  • Identify possible usability issues with functions of Admin Module, Quotation Request Module, Search Module, Valet Module
  • Allow workshops to retest UT1, with the improved UI we have done after acceptance

Scope for User Testing 2A:

  • Logging in and out as Fixir Administrator
  • Viewing of all quotations and valet services between customers and workshops
  • Viewing, adding, updating, deleting workshops
  • Viewing, adding, updating, deleting staffs
  • Viewing, adding, updating, deleting valet companies
  • Receive feedback from the same workshop administrators with our new UI

Target Participants & Rationale:

  • Participants of this second user testing would be our sponsor (from Fixir team) for Fixir Administrator.
  • Participants of first user testing from workshops.

Method of Conduct:

Goals and Results:

S/N Goals Results
1 Participants should be able to login and logout successfully as a Fixir Administrator, and also change password. Successful. Participants tried changing the passwords and logging in with the new accounts created.
2 Participants should be able to view all quotation requests and valet services which have not been replied. Successful. All participants were able to view all the quotations and valet services without guidance. However, some commented that it does not make sense as information is too cluttered.
3 Participants should be able to view, add and edit workshops under Fixir. Successful. All participants were able to view, add and edit workshops.
4 Participants should be able to add workshop accounts. Successful. All participants were able to view all the quotations without guidance.
5 Participants should be able to view, add and edit employees. Successful. All participants were able to view, add and edit staffs including those from Fixir and workshop administrators.
6 Participants should be able to view, add and edit valet companies. Successful. All participants were able to view, add and edit valet companies.
7 Workshop administrators should be able to retest with new UI. Successful. All participants gave positive feedback that it is much clearer and easier to understand after the change.


User Test Findings:

Function / Task Observation / Comments
Login/Logout & Change of Password
  • Generally easy and self-explanatory. Participants had no trouble accomplishing this task.
Quotation Requests Overview
  • Instead of having all requests cluttered together, it may be good to segregate them by workshops, so that Fixir administrators know which workshop has not been replying the quotations.
  • Include option to view requests from a particular workshop.
  • It would be good to name the general quotations and valet services.
Workshops Tab
  • Search is very easy to use
  • Addition of workshop is generally easy too.
  • Opening hours of workshop can be tedious, but participants understand that it is only one-time off, and this gives maximum flexibility.
  • Display of opening hours is easy to read.
Staff Tab
  • Would be good to have an option to see the kind of employee a particular user is - but the greyed out buttons of "edit" and "delete" is suggestive
  • Adding of employee is relatively easy
Valet Tab
  • Valet tab is simple and easy to use
  • May be good to include a range field for Revenue Share, when adding or editing a valet shop
Workshop Administrator Page
  • Well implemented, process flow looks much clearer now.
  • Participants (workshop administrators) have a better understanding of the next step.
Miscellaneous
  • Loading of page is relatively slow

Follow-ups / Improvements Made:

Fixxlar Changes to UI UT2.png


User Testing 1 (6 August 2016)

 

User Testing 1

Venue: FIXIR’s office (BASH, #03-01, 79 Ayer Rajah Crescent, Singapore 139955) & Respective Workshops
Date: 6 August 2016, Saturday
Time: 10.00am - 2.00pm
Duration: ~30 minutes
Number of Participant(s): 6

Objectives:

  • To gather feedback on the user interface of Workshop Administrator’s web application
  • Identify possible usability issues with functions of Account Module, Quotation Request Module, Dashboard Module

Scope for User Testing 1:

  • Logging in and out as Workshop Administrator
  • Changing of password
  • Viewing and replying of quotation requests

Target Participants & Rationale:

  • Participants of this first user testing would be our sponsor (from Fixir team), and also workshop administrators (from Dynamic Mechanics, Maximus Racing, ZG Motors, Premier One etc) whom we had spoken to during our market research.

Method of Conduct:

Goals and Results:

S/N Goals Results
1 Participants should be able to login and logout successfully as a Workshop Administrator, and also change password Successful. Participants tried changing the passwords and logging in with the new accounts created.
2 Participants should be able to receive a quotation request sent by the “customer” from his/her mobile application, and reply accordingly. Successful. All participants were able to reply a quotation without guidance.
3 Participants should be able to manage all services requests. Partially reached. Some participants required guidance to navigate to "Manage Services" page.

User Test Findings:

Function / Task Observation / Comments
Login/Logout & Change of Password
  • Generally easy and self-explanatory. Participants had no trouble accomplishing this task.
Dashboard View
  • Request page may be able to replace the current dashboard
  • General dashboard may have too much information which may not be the most relevant
  • "Final Quote Accepted" may have higher precedence over "New Requests" as workshops have to prepare for the repair which will be coming in
Viewing of Specific request
  • Colour of vehicle may not be required
  • Quotation amount should be clearer (with or without GST)
  • Information is messy, with car info, service info, and customer details all mixed up
  • One Motoring link can be placed under the license plate number, for users to extract relevant vehicle information like chassis number, year of registration etc.
  • Chat button can be more prominent
Replying Estimated Quotation
  • Easy to use
  • Estimated quotation vs diagnostic price is clear
  • Have an option to reply exact price if it is clear cut
Replying Final Quotation
  • Final quotation and estimated time of completion should be keyed in at the same time
  • Estimated time should be dynamic (able to update), as accident claims may take more than 2 weeks' time, which is difficult to estimate. If there are too many walk-in/urgent cases, it will be good to have the option to contact customers to reschedule less urgent appointments.
  • Difficult to navigate to Manage Services page after final quotation is accepted by user - does not seem like the same process flow
  • Devise a way for price breakdown to show how the final quotation came about
Miscellaneous
  • On Request page, search bar should be named "search" instead of "filter"
  • Scheduling and rescheduling would be useful, with chat function as another layer of communication
  • In the long run, it may be good to have a report for each request logged in case any mishaps/conflicts arise
  • Auto-refresh is disruptive to user, as pop-up requests may be dismissed
  • Separate time and date input field
  • Sidebar should be highlighted to indicate the current page

Follow-ups / Improvements Made:

Fixxlar Changes to UI 1.png