I agree. Most people don't read the materials and training, so to get value from the user testing, it is essential to see how they do without the support material. Ideally, the new flow will be immediately intuitive even for customers that are accustomed to the old way. I like the smart new-user contextual messaging that's become more common in the past year or three, prompting the user to step through the process.
It will be interesting to see when they try to figure it on their own and when they resort to the various levels of help. Curious: do you expect that during user testing, users really will contact customer service? I've not seen that structured into user testing before. In my experience, it's just me moderating, providing first really high-level guidance and then getting more direct if they are still lost. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=35526 ________________________________________________________________ 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
