Intro
Hi, _____________. My name is ___________, and I’m going to be walking you through this session today.
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With your permission, we’re going to record what happens on the screen and our conversation. The recording will only be used to help us figure out how to improve the product, and it won’t be seen by anyone except the people working on this project.
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LEGAL
Do you have any questions about the recording process or what will happen to the recording afterwards?
START RECORDING
Do you have any objections about us recording this session, including your voice and face or my colleague taking notes on the side?
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What is your name and age? Where do you live?
Could you please tell us about the tasks of your job and your job title?
Did you participate in User Tests Research Interview before?
Do you have any previous knowledge about GovStack?
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How often do you use online government services?
Do you use your mobile device or computer for these services? Why?
Are you familiar with using digital platforms and applications for government-related tasks? Would you please let us know about your previous experiencestell me more?
Have you ever applied for a construction permit before? Can you tell us more about your experience?
Learn if the application was online or in person, how long it taketook, and how was the process.
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Imagine you are a qualified architect/engineer who is a resident of a country called Digital Island. You Even though you have an account on your government portal, you have not registered your expertieze expertize into your egov system yet and you want to be a registered architect.
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(Optional: Ask them what they think will happen if they click ___ or Where they think they can find this information based on their comments)
What How would you be the first action to be registered you like to proceed if you would like to register as an architect?
(Wait for them to check the answer allow them to think of other options, If they say “I would Log In” or “click register page” allow them to click and continue / If a user mentions clicking somewhere else than planned ask them why and what do you think it will happen when user clicks there)
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How comfortable did you feel sharing your personal data through the consent process?
(After Application- Check where the user using the home page)
Okay, let's go to the home page now. Would you please show me how would you track your application?
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Were there any parts of the process that were confusing or challenging?
Were you able to find the information or actions you were looking for easily?
How would you rate the overall experience?
Construction Permit Application
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Before you go further I have one question here:
Would you please tell us your idea regarding what is a digital signature? what do you think the process can be?
Do you think the user will separately sign the different documents, all sign common documents together or they sign one envelope file that includes all these documents?
(After Application-Recieving notification)
Great! Thank you! Now I want you to go home page. The user receives notification.
Please check the notification and process based on that. Do not forget to think out loud and tell us what you are seeing or if is there anything you noticed differently.
(After Application)
Great! thank you! Now I want you to go home page and show me how you can track down the application.
(After Tracking)
Thank you! Let’s go back to the home page again.
(Recieving Notification)
Please check the notification and process based on that. Do not forget to think out loud and tell us what you are seeing or if is there anything you noticed differently.
(After Updating)
Great! thank you! Let’s go to home page again and you will receive a notification.
(during scheduling- ! If the user understands the available dates)
Please schedule the site inspection for the 17th of august- between 9 to 12 am.
(After Scheduling)
Thank you! Now you can go back to the home page.
Let’s say a couple of days passed and you forgot when was the scheduled visit. Where would you find it?
(After Tracking-Before payment)
Thank you! Let’s go back to the home page again and you will receive one more notification.
Would you please let us know about your expectations before continuing with the payment process?
(After Payment and Notification / Recieving the Permit)
What would you expect to receive as a construction permit?
Congratulations 
. It is done.
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How does this product compare to your previous experiences with government services or professional registrations?
If you had the power what would you improve or enhancebased on your real-world experiences?Are there any additional features or functionalities you would like to see?
(Open-Ended Feedback)
Is there anything else you would like to share about your experience with this prototype?
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Upload Documents (Construction Permit): https://www.figma.com/proto/Nb5YWT3QTvwTZl3MyJXzi7/Construction-Permit-Use-Case?page-id=271%3A37938&type=design&node-id=532-32610&viewport=-4067%2C2314%2C0.37&t=PxXeSrB7oru1yNSD-1&scaling=scale-down&starting-point-node-id=532%3A32610&show-proto-sidebar=1&mode=design
Additional Document Request-Mail Notification:https://www.figma.com/proto/Nb5YWT3QTvwTZl3MyJXzi7/Construction-Permit-Use-Case?page-id=271%3A37938&type=design&node-id=540-32071&viewport=-4067%2C2314%2C0.37&t=2CA2StMpOZvDmHFY-1&scaling=scale-down&starting-point-node-id=540%3A32071&show-proto-sidebar=1
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