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2024-11-26-Branching-round-2-usability-testing.md

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Branching round 2 usability testing

2024-11-26 / Sprint 9

Aims

  • Understand what works and doesn’t work for users of the branching prototype.

Research questions

High-level

  • Can users understand how to implement 2 branches in a form?
  • Do users understand the capability and limitations of the current design?

Specific

  • Do users understand what Route 1 and Route 2 means?
  • Do users understand how the routing is described in the ‘your questions’ page?
  • Do users understand how to implement route 2 and what the page is telling them?

Users

  • GOV.UK Forms users (civil servants)
  • 8 participants

Methodology

  • Usability testing and brief interviews

Key Headlines

Two main things are key to success:

  • Ensuring users have set their questions up properly for the routing they need
  • Meeting the user’s mental model and behaviours around how to apply more than one route

Key needs when setting up the questions

  • Knowing which question type is needed in order to apply routing
  • Knowing what order questions need to be in to be able to add the routing correctly

Main pain points when setting up the questions

  • Adding list questions as checkboxes, not radio buttons
  • Adding questions in the wrong order for applying their routing

Mental model:

  1. Build first route
  2. What now?
  3. Check my work
  4. Build second route
  5. Where do I build another route?
  6. How do I build another route?

Key mental model requirements

  • Need to check their first route after adding it
  • Need to be able to find how to add a second route
  • Need to understand how to add a second route

Main pain points for adding routing

Finding where to do it

  • Not noticing ‘route 2’ before leaving the page to check if route 1 works
  • Not being able to find how to add a second route
  • Expecting to use ‘Add a route’ button to add a second route

Understanding how to do it

  • Not understanding what route 2 is and what to use it for
  • Not being shown error messages at the right time to prevent certain mistakes
  • Ignoring error messages and continuing with incorrect journey

Reinforced importance of checking their work, for:

  • validating their work
  • understanding why things aren’t working

Supporting Evidence