Usability Testing for NCR Pulse General Ledger Accounts.
Legacy Product
Participant Demographics
PROJECT SCOPE
Client: NCR
Timeframe: 3-weeks
My Role: Lead UX Researcher
Team: Senior Designer, Product Manager, Senior Egineer, Lead UX Researcher, Research Ops
Methods: moderated survey where research participants complete an individual session with a facilitator guiding the conversation, asking follow-up questions, or probing to gain a deeper understanding of the answers
Tools: Figma, Figjam, Airtable, Teams, Sharepoint, UserTesting.com
Overview
Understand how users want to manage General Ledger accounts. The focus is to make sure the users can easily understand how they can manage the accounts and it is straightforward and understandable. It was important for us to speak with our users and understand from their perspective how they interacted with our proposed designs as it was proposed to replace current state designs after feedback from an intercept survey.
Methodology
Proposed New Design
Moderated user testing is great way to observe body language and pick up on subtle behaviors and responses. Because our designs were more ambiquoes and at a lower fidelity we decided moderated testing would be our best route.
It enabled us to probe contributors for more information if they seem stuck or confused, and minimizes the risk of a contributor speeding through the tasks or questions.
This is at-a-glance participant data from our survey & screener questions of our 10 study participants
1.10/10 participants had restaurant experience
2.Experience ranged from 9 months to 15 years
3.Participants roles included shift supervisors, managers, and accounting
4.All participants had CBO experience with 3 being SMB .
Metrics
High-Level Findings
Reflections & Next Steps
Deliverables
• Product development recommendations based on generative primary & secondary research as well as usability
• 5 in-depth explorative interviews
• A/B Testing on moduls
• Curation of content for MVP (adapted interviews, research documentation, creative elements)
• Product development report
Hindsights
I learned a number of lessons. Here are some of them:
Always think of backups. Scope can change on a dime, be prepared to shift and adjust based on project constraints. Sometimes the best way is not always possible based on the timeline or other blockers. Being creative can come in handy.
Recruitment can take a considerable amount of time to plan depending on a number of factors including your user group, if they’re coming to you or you’re going to them, the research method you’re using, how long the session is and so on. These also influence the size of the incentive you’ll have to give.
UX research is probably the least flashy component of Design, and I think that’s why many people gravitate towards UI and other visual design. Deliverables are one way to visualise the findings from the research work that we do. Think personas, user journeys, user flows etc. There’s the temptation to always have the same deliverables for every project that you do, but that’s not necessary.
Piloting your studies (whether interviews, surveys, usability tests, card sorts etc etc) will help you identify whether you’re asking the right questions, using the right methods, and help you catch mistakes. Always test everything, whether you’re doing remote usability tests, surveys, interviews or any other method.