I'm preparing a usability test on a major redesign of an online marketplace for manufacturing. Our customers are going to see major changes to the way they source RFQs using our online app. I am planning to go into the interviews without telling the participants what has changed. There will be emails and online training before and after the launch. However, we all know people usually skip over this material.
Would it be fair to give the participants a brief explanation about how the process has changed? I am inclined NOT to do this for three reasons: 1) Don't want to lead the use 2) Want to determine knowledge gaps so we can adjust launch communications and online support 3) There will be limited help text and help icons (for popup help). We will see in the test if the users read or click help and if they contact customer service (email or chat). This will tell us where we need to beef up the support. On one hand we want the test to help determine where gaps are so we can fix issues and develop support materials. But in a test setting, they will read whatever instructional content we give them for each task and we can't assume our customers will actually do this when we launch. Thanks in advance for your help. - Joel Joel Tachau Director of User Experience Direct > 678.384.6377 Email > [EMAIL PROTECTED] skype > mfgjoel http://www.MFG.com ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
