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IS480 Team wiki: 2016T1 Stark Documentation Testing User Testing 3

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USER TESTING 1 USER TESTING 2 USER TESTING 3


Summary of User Testing 3 (THE LAST!)

Time Period: 31st October 2016 - 11th November 2016
Total Number of Users: 32
Venue: Off-Site (At respective members' discretion)
Duration: 30 Minutes/user - Refer to UT3 Doc
Manner of Conduct: Face-to-face with users/Over Skype, while monitoring them.

Objectives:

  • Identify key usability issues in current application (As guided by experienced users of similar C2C platforms)
  • Gather feedback from key demographics about the viability of our application (in contrast to available platforms)
  • Improve current application if any bugs/critical flaws are spotted
  • Access interest from users about utilizing MaiMai in the future
  • Improve upon the design, speed and usability of the application

Scope:

  • Login
  • Withdrawal (Transaction)
  • Listing (Seller)
  • Agreements (Normal + New features - Location + Time/Date)
  • Counter-Offer
  • Notifications
  • Review (Brief)
  • Dispute Reply and Management



Certain basics are presumed - Chat etc. Learning curve at the start might be pretty high for new users. The process has been highly evolved from previous user tests to monitor key functionalities rather than a full-suite test.

Recruiting:
A total of 32 users were recruited from friends and family members. These users are mostly validated to have some experience dealing with C2C (and possibly) B2C platforms. Most were repeat users from the previous testings (discussed below)
Ages of participants range from 19 to 67, with the mean being 23.56.

Environment:

  • Users are tested off-site face-to-face between testers and testees. Only in very special circumstances are they tested over a video communication platform (like skype) to guide users and observe them while they do the UAT. Each user process takes 30 minutes.
  • ONLY computers are acceptable to test the platform.


Summary Charts (Demographics)

Bought.JPG
Niche.JPG
BadExperience.JPG
Education.JPG
GenderG.JPG

Summary and Results:

What are possible measures to prevent getting scammed?
No: Issue: Number of Users:
1. Ratings! Ratings! Ratings! (Proper ones) 13
2 Deposit/Penalty for some compensation/Refund 5
3 Meet-ups (Even with high-traffic areas) 4
4 Prior Phone communication 4
5 Proof of purchase/Records and proper 3rd party support 4
6 Payment only AFTER goods (buyer) 3
Many users seemed to adopt the view from the seller's point of view. Users also highlighted how they will never transact expensive things on such sites (unless Amazon, with certain credibility). Buyers also hated mailing the goods back, and might rather take the hit.


The top issues highlighted in the RawData were:
No: Issue: Number of Users: Key Category:
1. Notifications were not easily recognized by users 16 Notification/Chat Notification
2 Edit Profile very Unintuitive 10 Editing of profile/settings
3 Add button is not intuitive 8 Picture adding/upload (3 sections - chat, listing, dispute)
4 Agreements button cannot find/Cannot find offer as on agreements page 7 Chat display
5 Picture Uploading 6 Picture


Good Points highlighted:
No: Point: Number of users:
1 Agreements function good idea 3
2 Good as many e-commerce face difficulties 2
3 Overall experience is good, simplistic and easy 1
4 Private and public section is good 1
5 Chat is simple and nice 1
6 Login and Register were simple 1
7 Dashboard simplistic, allows easy navigation 1
8 Notification does show multiple interests 1
9 Overall colour chosen, the font size and every design are good 1


Main Issues with each category:
Accounts/Login:
Issue: Number of Users: Suggestions:
Edit Profile very unintuitive 10
  • 1. Upload/Edit profile pic should be placed next to icon
  • 2. Should be edited on profile page instead of settings
  • 3. Consider custom avatars for profile pic
Listing (Seller):
Issue: Number of Users: Suggestions:
Add button is not intuitive 8
  • 1. Reduce the number of buttons to press (Just remove it?)
  • 2. Should move position of add button below or change naming to "Submit" or "Update"
Communication/Chat:
Issue: Number of Users: Suggestions:
Agreements button cannot find 4
  • 1. Fix the entire display system (Images, listing title and agreements should be on a single page). Name of listing should be in quick-chat bar (2 users)
  • 2. Description is least impt to seller - Main product image, prices and agreements are more impt
  • 3. Place header names on tags if necessary to segregate as such
  • 4. Don't understand the tabs in chat in the first place
Dispute:
Issue: Number of Users: Suggestions:
Hard to file a dispute, unintuitive 3
  • 1. Hard to file dispute, especially with non-review disputes. Try making the buttons more obvious
  • 2. Dispute buttons should be larger and have more explanation to them
Dispute has no explanation 4
  • 1. Explanation on how dispute will be settled and how long it will take
  • 2. Clear explanation must be given on the verdict
  • 3. Design of website needs to emphasize the importance it has on dispute to have a leg-up on other platforms
  • 4. FAQ/Q&A
  • 5. System convos should be provided to give hints of how to utilize the platform
Buyer (Transaction):
Issue: Number of Users: Suggestions:
Buyer may not understand the nuances to what he is agreeing to in agreement 2
  • 1. FAQ/Q&A
  • 2. System convo to explain
  • 3. Place it in the chat to make it very obvious that there are agreements to be agreed to
Review:
Issue: Number of Users: Suggestions:
Efficiency is not a good review category 5
  • 1. FAQ/Q&A
  • 2. System convo to explain functions
  • 3. Remove the category "Efficiency" totally
  • 4. Rename to "Timeliness" or "Responsiveness"
  • 5. Examples and explanation for "Efficiency" (And other categories)
Overall:
Issue: Number of Users: Suggestions:
Notifications are not easily recognized by user 16
  • 1. Notification timing (Timeline) has to be in sequence
  • 2. Word spacing are too close
  • 3. Should not be black in colour
  • 4. Should have numbers (6 users)
  • 5. Pop-up for notifications (2 users)
  • 6. Sound for notifications (2 users)
  • 7. Messages notification should be separate
  • 8. Screen showing chat should pop out


Other features to note:
Issue: Number of Users: Suggestions: Category:
Unable to adjust picture 5
  • 1. Without scaling, if user is in extreme left/right, might be cut out of the picture
  • 2. Basic editing like cropping will be useful
Image Detail
User should be redirected to dashboard or login page after registration 2
  • 1. Dashboard preferred
Login/Registration
Search Function implementations 1
  • 1. Profile: Function to search for particular user would be useful
  • 2. Without a search function, doesn't mimic Carousell - doesn't make sense. Listing should have search function
Search
Need to report user for inadequate behaviour 1
  • 1. Requires an urgent alert function for inadequate behaviour
  • 2. Reporting of content that violates the T&C
Reporting
Price Issues 6
  • 1. Location of Price is not obvious
  • 2. Price up and down arrows are not visible
  • 3. Should price be offered in a listing
  • 4. Shouldn't cut the zero out of price
  • 5. Dollar and cents are very long, should be shorter
  • 6. Dollars and cents should be together
Listing Prices
Offering of Prices 3
  • 1. Location of Price is not obvious
  • 2. Price up and down arrows are not visible
  • 3. Counter offer is not obvious - has to be better highlighted"
Transaction/Offer
Agreements issues 3
  • 1. Icon for agreements is confusing
  • 2. When adding agreements, please give examples to allow greater understanding of what agreements entail (2 Users)
Agreement Issues
6 digit number code prompt is not obvious 1
  • 1. To state that this is for code retrieval from handphone
Validation
Design issues 17 Chat: Design
  • 1. Chat feels very bare and impersonal
  • 2. Font size too small
  • 3. Chat name should be visible within screen
  • 4. No user picture is shown with relation to each chat
  • 5. Diff colours between buyer/seller
Listing:
  • 1. Can put legend to indicate buyer and sellers with colour
Review:
  • 1. Buyer/Seller should have colour differentiation
  • 2. Inconsistent colour labels in Reviews Page
  • 3. Item name in review page is weird and out of place
Dispute:
  • 1. Buyer/Seller should have colour differentiation
Overall:
  • 1. Layout is confusing
  • 2. Many black screens, not good
  • 3. Top bar logo (MaiMai logo) is too small
  • 4. Word spacing might need to adjust, within the appropriate screen size
  • 5. Design is too plain
  • 6. Feels that something is missing to tell the whole experience
  • 7. Colour scheme can be brighter, rather than just grey"
Create badges and gamify the application 2
  • 1. Have badges on the profile/below the summary review
Gamefication
Hand clicking cursor to indicate to user that the button can be pressed 1 Support
Adding details to image 3
  • 1. Not intuitive - Should show the details somehow and that the picture is editable
  • 2. Close button - some of the images don't have close button
  • 3. Image upload title in dispute
Image Detail
Guide needed to support user (Links with the other errors) 4
  • 1. FAQ/Q&A
  • 2. System convo to explain
  • 3. Interactive guide to teach user of system
  • 4. Agreements should be better explained of its consequences and importance"
Guide
Dashboard/Home page/Side bar got issues (Combined) 14
  • 1. Chat under dashboard should show last few unread messages than last message of multiple chats (2 users)
  • 2. Chat that is related to listing has to be more obvious
  • 3. More segregation on the dashboard. Name and words all seem clamped. Hard to read (5 users)
  • 4. Pending offers not aligned/Messy
  • 5. Confusing, plain, unattractive
  • 6. Side bar not appealing, font too small, colour scheme doesn’t enable easy visualization, might not belong on the location (4 user)
  • 7. Side bar font should be bigger, use up more vertical space (2 users)
  • 8. More specifications will be good"
Front Page
Review categories 1
  • 1. Number of review categories between buyer/seller should standardize
Review Category
Filtering System 1
  • 1. Should include "All" in Review and Dispute and Transaction
Filtering
Review Summary 1
  • 1. Summary of reviews should be shown on profile page
Profile Details
Finding review is not clear 1
  • 1. Hard to find how to review
Review Filing
Pages 1
  • 1. Should separate buyers and sellers of review into 2 pages
Review Pages
Unintuitive Error Msg 1
  • 1. User might feel review is submitted when it is not due to unintuitive message
Error Msg
Placeholder 1
  • 1. Placeholder not necessary as nothing is uploaded for evidence
Dispute Filing
History of updating 1
  • 1. Good to show listing has been edited before for cases of dispute
  • 2. Good to show when user was last active
History
Dispute Category 2
  • 1. Maybe put an “others” section for disputes that may not be in a certain category provided (1x category too general, hard to find fit, shouldn't be a reason. Pre-sale and after-sale instead?)
  • 2. Additionally, individuals found that the dispute categories could feel irrelevant to them. Needs more overarching and normal categories (or larger variety) including broken item etc.
Dispute Category
Generate Picture 3
  • 1. Generate picture should allow users to capture straight from mobile phone instead (2 users)
  • 2. Generate listing should be separate and not in between - option to set would make it more obvious"
Capture Function
Freezing of pages 1
  • 1. If transaction is in dispute, things should be frozen
Dispute Freezing
Drag and Drop 1
  • 1. Easier to drag and drop image into chat
Chat functions
No redirection of certain "intuitive" links 1
  • 1. Clicking username of chat shall redirect to profile
Redirection
Scrolling in chat page 1
  • 1. A lot of scrolling in chat page to "View Offer", "View Transaction"
  • 2. Certain images can be made smaller
Scrolling
Product Categorization 1
  • 1. A way to show chats by product for sale if selling more than one product
Filtering
New listing 1
  • 1. New Listing in header not very obvious
Header
Picture Uploading 6
  • 1. Picture should be compulsory for listing
  • 2. Upload more listing pictures - there shouldn't be a limit!
  • 3. Selection of picture should auto upload (2 users)
  • 4. Multiple buttons to upload is too confusing"
Picture
Likes 1
  • 1. Saving of listing for future reference would be useful
Likes

Summary Charts

Proportion of Student Users

UT1Student.PNG

Proportion of C2C Users

UT1C2C.PNG

Option A vs Option B?

Option A Option B
UT1OptionA.JPG UT1OptionB.JPG


UT1Option.PNG

Miscellaneous

Satisfaction.JPG

Action Plan

  • Fix all integration issues
  • Prepare for the release 1.0 of MaiMai
  • Improve upon UAT2