ETQ - USABILITY TESTING

The Challenge

Lead the first usability tests at ETQ to improve the design and usability of Reliance 2019 (quality, EHS and compliance management SaaS product).

The Process

Plan

• Developed an understanding of ETQ Reliance 2019 and its customer base.

• Discussed various UX research methods before deciding to conduct usability testing.

• Created a project management board on Jira with defined timelines and a master list of all deliverables.

• Created a research plan, list of requirements, consent form, innovative activity ideas, a list of prompts & probes, usability testing activities, SUS Survey on Qualtrics, and two moderator’s guides.

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Recruit

• Received interest from two companies/ETQ customers. While the first company was new to using ETQ Reliance 2019, the second company had been using it for 6 months.

• 9 participants were recruited from the two companies.

• Emailed a Calendly invite and consent forms to all the participants.

Test

• Met with a team of researchers and moderators, and walked them through the research plan, moderator’s guides, and test plan.

• Each test took around 45-60 minutes to complete and was divided into 5 sessions: 1) Participant Briefing, 2) Q&A Session, 3) Usability Test, 4) SUS Survey, and 6) Activities and Follow-up Questions.

• The test sessions were conducted remotely and video/audio recorded with the permission of the participants.

• At the end of each test, a SUS survey was shared with the users and their SUS scores were recorded.

• The tests were conducted by a third party and the recordings were shared with the ETQ team

Analyze

• A colleague and I viewed and listened to all the recordings, wrote down detailed notes, and coded them as insights.

• We organized the findings in an analysis spreadsheet. Every task was observed minutely and the time taken to complete it was recorded.

Report

• A usability testing report was created and presented to all stakeholders (C-suite executives, customers, and product team)

• The report included a list of usability problems categorized as major, moderate, minor, and positive.

• The usability issues, task completion times, and SUS scores were used to create a list of recommendations and next steps.