Lab Research

Audience

• 15 Unmoderated and 3 Face to Face

Focus

• Test Feedback options for Null Results scenario

Observations

• Top Right or Bottom Right, is where people expect to see a phone number
• People are pretty split on Phone vs Email vs Form Vs Chat
• If Chat is there then it HAS to be a real person behind it
• When time is limited, people are more likely to fire off an email and wait for a response
• If they are in a rush, then they would call.
• Forms only make sense to people with spare time and not in a rush
• Forms inherently breed distrust and need work done to overcome this
• Short Forms are OK. Long Forms lead to people just phoning instead
• The options displayed got generically favourable responses

Documents

• Feedback option testing for Null Results pages (pdf)