Name
1
Alexis Pham—Followup session
2
Jess Patel—Followup session
3
Jess Patel—Initial interview
4
Peyton Devereaux—Initial interview
5
Alexis Pham—Initial interview
6
Pat Everett—Initial interview
7
Sandy Hagen—Initial interview
8
Robin Jaffe—Initial interview
9
Skyler Xu—Initial interview
10
Lee Szabo—Initial interview
11
Quinn Nguyen—Initial interview
12
Kelly Sall—Initial interview
13
Harley Holbrook—Initial interview
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Session type
Date
Person interviewed
Overall feedback score
Time on task (h:mm)
Notes
Features requested / Complaints mentioned
Attachments
Followup session
4/3/2019
Alexis Pham
0:26
See screenshots for some confusing interaction flows encountered by Lauren during the live demo session.
Importing spreadsheets
Better version control
Followup session
4/11/2019
Jess Patel
0:41
– Fix icon/feedback for grid column sorting – Add more right-click links to the network tree: Support tab, Report a Problem form, Request Service form – Fix look & feel of tree filter buttons so they do not resemble shortcut links – Add default “No tickets” text to Dashboard ticket lists (see Task 9/User 4 note below) – Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab
Mobile app
Inline document previews
Initial interview
4/6/2019
Jess Patel
0:25
– Rename Search tab to Searches to get users to see the search functionality as part of the portal data, not the portal itself (see Task 9 details below) (DONE) – Fix icon/feedback for grid column sorting (DONE) – Add more right-click links to the network tree: Support tab, Report a Problem form, Request Service form – Fix look & feel of tree filter buttons so they do not resemble shortcut links – Add default “No tickets” text to Dashboard ticket lists (see Task 9/User 4 note below) – Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab
Themes and customization
Initial interview
4/9/2019
Peyton Devereaux
0:50
– Add more right-click links to the network tree: Support tab, Report a Problem form, Request Service form – Fix look & feel of tree filter buttons so they do not resemble shortcut links – Add default “No tickets” text to Dashboard ticket lists (see Task 9/User 4 note below) – Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab – Revisit Dashboard iconography to see if there’s a better way of displaying status – Even though business views was not part of this test, it came up several times in the context of reports and status. Add an interface for creating business views as soon as possible since it is clear that business views will greatly increase the portal functionality for all sets of users. – Consider making the Dashboard sub-tab the default home screen (discuss with Business)
Slow loading time
Initial interview
3/30/2019
Alexis Pham
0:30
Clicked to Reports; selected WAN Availability report, ran it; commented that if the report ran more than a minute, she would click the “Notify on Completion” button. Result: Success. TOT: 20 seconds.
Inline document previews
Initial interview
4/13/2019
Pat Everett
0:18
– Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab – Revisit Dashboard iconography to see if there’s a better way of displaying status – Even though business views was not part of this test, it came up several times in the context of reports and status. Add an interface for creating business views as soon as possible since it is clear that business views will greatly increase the portal functionality for all sets of users. – Consider making the Dashboard sub-tab the default home screen (discuss with Business)
Color coding
Initial interview
4/23/2019
Sandy Hagen
0:12
Expanded network tree manually, clicked on Austin (red); viewed ticket list but did not click for details; clicked on Home, read recent ticket list; correctly identified which sites were up, with and without problems as well as differentiating between fail and caution tickets. Result: Success. TOT: 95 seconds.
Better version control
Initial interview
5/28/2019
Robin Jaffe
0:18
User flow: Right-clicked on tree, selected Reports; sent to Reports; right-clicked on the WAN product icon in the Filters section; then used Reports menu to select WAN Availability report. Result: Success with issues.TOT: 125 seconds.Analysis: He assumed that he could select a particular network segment on to which to run the WAN report, but since the tree was hidden in Reports, he tried to click the WAN filter button. This was reinforced by being able to right-click on the tree—he thought he was running the report on just that element. When presented with the concept of business views (custom trees), he said that would satisfy his need for running reports on discrete network segments
Slow loading time
Initial interview
5/21/2019
Skyler Xu
0:27
Clicked Home/Dashboard, viewed Combined tab; saw the Health icon but interpreted the arrow pointing to the current health level as the desired health level (opposite of design); commented that she wasn’t sure of the context of health, what was the definition, and that “infrastructure” meant “everything” to her regardless of tab context; after clicking to several other Dashboard tabs she noticed the health level arrow changing and corrected her interpretation, commented that the tickets listed in each tab didn’t seem to match tab names; correctly judged network health.
Inline document previews
Mobile app
Initial interview
5/2/2019
Lee Szabo
0:26
Give a high priority to re-implementing the legacy Inventory screen in order to eliminate confusing navigation Rename Search tab to Searches to get users to see the search functionality as part of the portal data, not the portal itself (see Task 9 details below) (DONE) Fix icon/feedback for grid column sorting (DONE) Add more right-click links to the network tree—Support tab, Report a Problem form, Request Service form Fix look & feel of tree filter buttons so they do not resemble shortcut links Add default “No tickets” text to Dashboard ticket lists (see Task 9/User 4 note below) Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab
Better search
Initial interview
5/24/2019
Quinn Nguyen
0:30
Had already visited Reports so he went directly there and correctly selected the WAN Availability report.
Better version control
Initial interview
5/14/2019
Kelly Sall
0:32
Right-clicked on tree and looked at Reports menu; selected Dashboard, clicked WAN tab; read ticket list, confused about non-date order; went back to tree and right-clicked to Reports; ran WAN Availability, cancelled; went to Network Details; end. Result: Success with issues.Time on task (TOT): 325 seconds. Analysis: Since he'd never used a portal as part of his job, he was unclear on the purpose of the site and tended to click around randomly. He still judged correctly that the network was doing well in general.
Large table support
Initial interview
5/16/2019
Harley Holbrook
0:31
Expanded network tree, clicked on red element; sent to Network Details, examined the list of open tickets, "Just Austin has problems, HQ is up with problems." Correct. Result: Success.TOT: 60 seconds
Better search
13 records

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