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Document summary

Insert brief summary here.

Objectives

As part of our ongoing efforts to improve the user experience and align our products with strategic goals, we have identified the System Usability Scale (SUS) score as a key performance indicator (KPI) for user satisfaction. Additionally, we will be tracking two other critical usability metrics: time on task and success rate. These metrics will provide a comprehensive view of how well our product supports primary user goals across web and mobile platforms.

The purpose of this usability test is to establish a usability benchmark for the product, which will serve as a foundation for future improvements.

Success metrics

  • SUS score

  • Time on task

  • Success rate

Test plan

Note

Delete this info panel, this is only for guidance.

Add link to test plan for example; https://docs.google.com/document/d/1IJSsiOfUI6HE8F8_SOF7Xuc0oS7dTuSG-O8YZwqNhb0/edit?usp=sharing

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Core journey

Tasks

View history & print receipt

A customer that recently made a transaction of N15,000.00, has come to ask you for a re-print of that receipt. Proceed to give the receipt

Note: imagine this to be a POS terminal

[journey name]

[journey name]

Participants

Participant information

Number of participants

Indicate the total number of users involved (5-8 participants per journey).

Demographics

Include relevant demographic information such as age range, gender, location, experience level, job role, familiarity with the product, or other factors depending on the target audience.

Selection criteria

Describe the criteria used for selecting participants. Were they existing users, new users, or a mix of both?

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Note

Delete this info panel, this is only for guidance.

  • Participants were selected based on specific demographic criteria to ensure representation of the target audience.

  • Recruitment channels included [insert recruitment methods: online panels, customer database, etc.].

  • Screeners were used to ensure participants met the following criteria:
    - regularly interact with [specific technology/product. type]
    - other criteria related to the specific test such as being a current customer, not being a customer, using a competitor’s product, etc.

[insert text here]

Usability metrics and results

Success rate definition

Note

Delete this info panel, this is only for guidance.

Success criteria:

  • A task is considered successful if the participant completes it as intended within the defined parameters, without assistance, and within a reasonable time frame.

  • Define clear success criteria for each task, such as reaching a specific page, completing a transaction, or filling out a form correctly.

Measurement:

  • Success rate will be calculated as the percentage of participants who successfully complete each task according to the predefined criteria.

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Core journey

SUS score

Time on task

Success rate

Comments

[journey name]

e.g. 60

1m 30s

%

Brief key feedback or observation for this journey

[journey name]

Brief key feedback or observation for this journey

[journey name]

Brief key feedback or observation for this journey

[journey name]

Brief key feedback or observation for this journey

[journey name]

Brief key feedback or observation for this journey

[journey name]

Brief key feedback or observation for this journey

[journey name]

Brief key feedback or observation for this journey

Post-test qualitative questionnaire feedback

Note

Delete this info panel, this is only for guidance.

Post-test questionnaire:

After completing the tasks, participants will be asked additional targeted questions to gather specific feedback on their experience. These questions will be presented BEFORE the SUS questionnaire, for example:

  • Was there anything confusing or frustrating about the sign-up process?

  • How easy or difficult did you find the sign-up process?

  • Did you encounter any difficulties in reading or understanding the text or labels during the tasks?

  • Were there any features or elements that stood out as particularly helpful or problematic?

  • Did you experience any challenges with the colour scheme or visual elements?

  • Do you have any additional comments or suggestions for improving this experience?

These questions will help uncover specific areas of concern or satisfaction that may not be fully captured by the SUS score alone.

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Common pain points

List any recurring issues, frustrations, or confusion that participants mentioned.

Positive feedback

Summarise any positive comments about the product or specific features.

User suggestions

Insert suggestions for improvement or areas where users struggled but offered solutions.

Recommendations for improvement

Based on the test findings, the following recommendations are proposed to improve the product’s usability:

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  • Consider a more comprehensive redesign of [specific user journey], especially focusing on [insert issue].

Conclusion

Summary

The usability test revealed that while the product performs adequately in most areas, there are specific pain points related to [specific feature]. By focusing on these areas, we can significantly improve the user experience.

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