Here I would like to go into some more depth about some of the user testing I did for Blue Cross Blue Shield of Michigan.
For this test the overall goal was to determine how users navigate the numerous drug lists offered for their various health plans. Would these testers be able to navigate and find very specific documents, how long would it take and would they give up.
When writing a test plan, I like to be upfront and try and set expectations, so that when they start they are able to jump right in and not need as much time to get their barrings together. I also find that it is better to try and break up tasks into smaller pieces, especially when they are trying to remember something very specific.
For the first task testers were asked to navigate to a specific plan type and find a document located near the bottom of the page. I wanted them to have to do quite a bit of scrolling, hopefully to point out any potential pain points with the length of our pages.
If we were to look at the recorded paths we see that every tester landed on the same page. A few went further by actually clicking the document link. That’s what is happening in this second portion. All good stuff.
Testers were then asked to navigate back to the original page and look for a help topic. We see a split in uniformity. Testers choosing different paths for going back. Back button, eyebrows and so on. In the middle you see that a few meet at the same path, one starts at this point and one skips entirely. But again we see all, but one, ending up on the page they are suppose to.
This is something that is nice to see when user testing. Positive keywords and sentiment. This is a great tool to get a quick glimpse on the overall mood towards a test. Also good to share will stake holders and the such.
Phillip UX 