Although I got through with the help of a wonderful customer service, the problem shouldn’t have started if I had no trouble navigating the site. To quickly test if a user would have the same problem, I did a qualitative remote user test.
Kodoo mobile is only available across Canada. My only requirement for the target audience is someone living in Canada and have never visited Kodoo mobile website to capture their first experience.
The template I used for this unmoderated remote user testing is from Steve Krug.
You are living in Montreal, Quebec Canada.
Before we look at the site, I'd like to ask you just a few quick questions. First, what's your occupation? What do you do all day?
Roughly how many hours a week altogether - just a rough estimate - would you say you spend using the Internet, including Web browsing and email, at work and at home?
What kinds of sites (work and personal) are you looking at when you browse the Web?
Do you have any favorite Web sites?
First, I'm going to ask you to look at this page and tell me what you make of it: what strikes you about it, whose site you think it is, what you can do here, and what it's for. Just look around and do a little narrative.You can scroll if you want to, but don't click on anything yet.
You are tired of your old carrier overcharging for data and would like to try out a Kodoo mobile sim. You still want to keep your old phone and subscribe to a sim only plan with data on the website. Figure out the data options available for you.
You've successfully subscribed to a sim only plan. You want to login with your new Kodoo account:
Password- Kodootrial456You would like to know:
How much you are going to pay monthly and when each payment is due
It's your mom's birthday and she could use a new phone. Choose any phone and plan that you think would suit her. View your cart and check if every info is clear to you. Do not proceed to checkout.
Watching the tests reassures me that what I experienced on the site was not a human error but rather a design error. Aside from the test results, my main pain point as a customer was the “Self Serve” navigation. A common standard on the web is a clickable name after sign in to access your account. In this case, I also quickly forgot that “Self Serve” equals to “My Account” and I felt lost for a moment. Choosing common standards is a good practice as users are familiar with it. After all, since I’m shopping online, isn’t it kind of like serving my self?
As Steve Krug stated, user testing online has its pros and cons. I chose Usertesting.com for convenience, time and budget. It took me no more than an hour to get the results! For this small project backed by my student budget, I only tested one user instead of the recommended three users (sorry Mr. Krug). With unlimited resources, I would have done a more thorough Do-It-Yourself Usability testing. This short test opened my eyes to the importance of user testing. As someone who design and code websites, I could not imagine not testing my site.
Also them: “What’s a creative block?”