May Discovery Research
Phase: Discovery
Audience
- Funding Project Team, Stakeholders, Product Owner & Customers
What we discovered
| Learning | Area |
|---|---|
| 💡 End to End wireframes |  |
| Users want the website to do the calculations (totals etc…) | Layout/ Design |
| Users assumed that they would be sent reminders such as sms or email | Notifications/ Alerts |
| Language is a problem as users get confused | Language |
| Dates can be especially confusing to users | Layout/ Design |
| Pages with no obvious ‘value to them’, annoy users | Sentiment |
| Formatting is important, especially around costs and dates. | Layout/ Design |
| It is still the wrong way around. ‘Evidence and then reconciliation’ instead of “Expenses and then proof’ | Layout/ Design |
| users do not appreciate systems with no threshold for error. Mistakes should be easy to fix. | Complexity |
| Users still want to fall back on a real person when things go badly wrong. | Help |