Dasboard Research :: Lab Testing
Phase
Beta
Audience
- 5 internal with A11LY requirements
We were focusing on:
Primary questions
- Does the dashboard have any major issues?
- Is it what customers are expecting to see?
Secondary Research Questions
- Active funds and services – do they notice that action is required?
- Is it clear that action is needed for the contact offer?
- Layout
- Is it clear whats expected?
- Can people accept or reject offer?
- Congratulations screen – can they go back to the dashboard from here?
What we discovered
Does the dashboard have any major issues?
- It was clear where action was needed
- Want clear alerts
- Were able to complete the contract offer
- Text too fine some participants had to highlight it blue to be able to read it due to contrast issues
- Language too informal for confirmation screens, the use of the word congratulations wasn’t felt to be appropriate
| Is it what customers expect to see? |
|---|
| Expected to see company name not SE name |
| Allow applicants to print off the contract offer and a summary of the application for their records |
🎧 Some quotes
| “This looks straightforward” |
| “I would like to see the account info like my company name, my name and other bits” |
| “Just under the “your account” would be nice to have the company name” |
| “Your {fund name} offer: Looks like you have won a competition” |
| “Tone of voice should we be little bit more formal” |
| “Download option for the contract for filing and audit purposes” |
| “Contract offer - I have to highlight this so that I can read and the blue on top of white looks so much better, make it more accessible” |
| “Select all should select all basically” |
| “Congratulations screen - make it more formal looks like spam .. looks like a cashback email” |
| “Status makes sense and pretty straightforward” |
| “Very nice and clear for me” |
Claims
Primary Research question
- Is it obvious what action is needed to complete a claim?
Secondary Research questions
- Can appropriate cost types be selected?
- Do customers want to see all the cost types or just the ones relevant?
- Layout
- Is it clear what’s expected?
What we discovered
Is it obvious what action is needed to complete a claim?
- All participants completed the task
- Some participants wanted to be able to download a copy of their input
- It was easy to upload documents
- Only show relevant costs
- If more than one cost selected have a clearer way to display the costs
- Intervention rate text needs an explanation
- The green box on the confirmation screen looks like spam email
- Additional evidence section confused a desire was expressed for examples and explanation
Quotes
| “Phone number could be clickable” |
| “Intervention rate - can’t understand maybe accountant would understand it I cannot” |
| “For me all electronic docs is fine and as long as I get an email with confirmation and ref no I am happy” |
| “Just show me the costs which are applicable to me don’t show all” |
| “This looks excellent” |
| “Moving towards electronic is a good thing” |
| “It’s really good to see this hopefully this will work for my clients” |
| “It’s important that I am in my record so show my company name / individual name on the screen or maybe my company logo etc” |
| “What do you mean by cost - is it invoice total cost or 50% cost of the total?” |
| “Explain what additional evidence means, give examples” |
| “Is there a CO2 calculator / spreadsheet?” |
| “All pretty straightforward” |