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User testing

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Testing Report

Goals

What do you want to achieve with this test?
…

Hypothesis

Phase
Hypothesis
Method
Status
Discovery
1
The Brokers main goal is to increase efficiency of work with a loans to gain more profit
Qualitative research
Unclear
Interview
1
​
​
Unclear
⁠

Methodology

Describe the methodology of testing and needed respondents.

Respondents

Group
Name
Methodology
Notes
1
​
​
​
Open
2
​
​
​
Open
3
​
​
​
Open
There are no rows in this table
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Interview

The main goal of the interview is to receive some insights about Broker’s day-to-day life and define the main needs he/she has. To do that we will conduct the series of the exploration interviews where would address some questions to uncover the truth according to the current process of problem-solving.
Note! The interview should build on trust and conversation, not interrogation, so the strict following of the interview script is highly unrecommended. Use the flow instead.
Note! Interview has no dependence on the final UI and can be conducted with Brokers from any group without a risk of Spoil or Creating a biase, however, for economy of their time we could separate them into separate group or decrease their priority of participation in other sessions.

Script

Greetings and small talk for relaxing
…
You don’t mind if we continue our communication for further product improvements?

Results

Hypothesis
Status
1
​
Unclear
No results from filter
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RITE testing (first group)

The idea of RITE testing is very similar with general usability testing: it also uses the same script, the sessions also conducted with thought aloud, however after each session, design team would make an adjustments of the designs, solving every problem noted while session. In this case new respondent wouldn’t need to face them again and new flow problems can be discovered. However, there are some limitations, like huge flow problems shouldn’t be fixed between sessions, but only those problem, that can be rushed in a matter of hours and those problem, which doesn’t need additional validation.
We suggest not to spend more than one group for this study, as 5–7 sessions will cover 80% of problems, which faces 80% of users.

Think aloud session (second and third groups)

Think aloud sessions are more structured than interviews and less likely to go off road. However, we prepared scenarios of the tasks with clarification questions to help users perform needed actions.
Before the session, it’s crucial for user to understand what’s going on. We need to calm him/her down with small talk and clarify, that we test the service, not user, there are no right or wrong answers and all the feedback would be helpful to make an experience more obvious and friendly.
Next step is to show an example, what we expect during the interview. The interviewer can provide and example of task execution with speaking his thoughts aloud.
During the session the interviewer should encourage people to speak their minds and ask clarification questions, meantime interviewer shouldn’t show any sign of clue for the user if he/she doing right or wrong.

Example: Scenarios

Scenario 1: Start new loan
Start
⁠
⁠
As a broker, you’ve been invited to the new Sprout portal to manage your loans in it. You’ve decided to give it a try.
Log into the system using the email you’ve received.
Find the way to start the loan.
Create a new loan using URLA form upload.
Follow up questions:
What’s you general perception? Describe your emotions.
Explore the dashboard and try to describe some major pieces of functions.
Could you name the difference between three options of creating a loan? Is it clear?

Scenario 2: Control panel
You’ve reached the center of the loan and it’s time to take a look around.
Explore and describe what do you see and how do you expect it works.
Check, if your loan has any issues and find a way to learn more about what happened.
Follow up questions and insights:
How have you defined, that your loan data has some troubles?
How fast have you noticed it?
Where do your expect to find information from uploaded URLA?

Scenario 3: URLA data
Aha, we noted some issue. Let’s find out if you can solve it.
Move to Edit loan.
Find the reason of the first issue and try to fix it.
Navigate to other problem section.
Fill the missed field
Great. Time to move forward. Where do you expect to go next?
Follow up questions and insights:
Describe, where are you right now
Note what path does the person chooses to navigate
See, if the user won’t forget to save changes
Note what path does the user choose (scrolling or clicking on the panel)
Trick, the changes saved automatically — see if the person would understand it

👉🏼 Scenario 4: Credit
URLA data is far behind and we can continue our journey to Credit.
Find the way to navigate to the Credit page
Select the borrower pair
Request Credit report
View the Credit report
Follow up questions and insights:
Is it obvious that it’s time to move forward?

Scenario 5: Products and fees
Seems like now everything is OK. Moving on.
Navigate to Product and Pricing page
Fill in needed forms and click «Find my products»
Select the C3 product: Conforming, 30 years, floating
Chose the rates with the lowest price
Proceed with floating rates (or lock it if you want)
Lock your rate
Follow up questions and insights:
Where would you expect to Lock your rates functionality?
Was it clear to find and navigate between steps?
Note how the user compare variants
If it’s obvious that opened product is selected?
If it’s obvious, that changes saved or if it’s needed anyway?

Scenario 6: Fees
Seems like product and pricing is selected and locked, so you can proceed to fees determination.
Navigate to Fees tab
Check the inputed data and move to Itemisation
Try to add couple of fees into third section «C»
Save changes
Try to navigate and run AUS all by yourself
Follow up questions and insights:
What would you do if you would need to move fees from one section to another

Scenario 7: LE & Resource center
Nice job! I thing now we are ready to preview Loan Estimate
AUS result seems fine, let’s move forward
Approve the Loan Estimate
Try to find the way to start loan Exception request
Follow up questions and insights:
What other sorts of things would you expect to find in a the resource center?

Ending
That’s it. Thank you very much it was really helpful. Maybe right now you can share some feedback:
What do you think about it in general?
For you how easy to understand the service is?
What would you change if you can?
Research: Usertesting: Insights
0
Name
Frequency
Confidence
Influence
1
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There are no rows in this table
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