Intro
Hi, _____________. My name is ___________, and I’m going to be walking you through this session today.
Before we begin, I have some information for you, and I’m going to read it to make sure that I cover everything.
You probably already have a good idea of why we asked you here, but let me go over it again briefly. We’re asking people to try using a product that we’re working on so we can see whether it works as intended. The session should take about one hour.
The first thing I want to make clear right away is that we’re testing the product, not you. You can’t do anything wrong here. In fact, this is probably the one place today where you don’t have to worry about making mistakes. As you use the product, I’m going to ask you as much as possible to try to think out loud: to say what you’re looking at, what you’re trying to do, and what you’re thinking. This will be a big help to us.
Also, please don’t worry that you’re going to hurt our feelings. We’re doing this to improve the site, so we need to hear your honest reactions. 2 If you have any questions as we go along, just ask them. I may not be able to answer them right away, since we’re interested in how people do when they don’t have someone sitting next to them to help. But if you still have any questions when we’re done I’ll try to answer them then. And if you need to take a break at any point, just let me know.
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.
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?
Phase 1: Warm-Up questions
Let's start with some warm-up questions before moving to the prototype.
(Demographic Information)
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 before?
Do you have any previous knowledge about GovStack?
(Digital Proficiency/Experience)
How often do you use online government services?
Are you familiar with using digital platforms and applications for government-related tasks? Would you please let us know about your previous experiences?
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 take, and how was the process.
Phase 2: Thinking Aloud Test with Figma Prototype
Thank you very much for your answers. Now we will use the clickable prototype.
First of all would you please share your screen? we will share the prototype link soon but before you start interacting, let me set the stage for the next 30-45 minutes.
Architect/Engineer Registration
If the participant is not an Architect/Engineer.
Imagine you are a qualified architect/engineer who is a resident in a country called Digital Island. You have not registered your expertise into your egov system yet and you want to be a registered architect.
Do you have any questions about this scenario?
Great!
Share Link:
To get started, please open egov portal page, which my colleague will provide in the chat. Take some time to familiarize yourself with the page. (sent link) During this time please do not click on anything yet.
Also, Keep in mind that this is a clickable prototype, so not every button or link is working in this scenario. Please think out loud while doing that and explain what you are seeing what is your first impression of the page.
(Start)
You can start now. Tell us what you are thinking about this page and what would you be first action to be registered as an architect.
(Wait them to check answer allow them to think other options, If they say “I would Log In” or “click register page” allow them to click and continue)
If user mentions clicking somewhere else than planned ask them why and what do you think it will happen when user clicks there
Now you can interact with the prototype in any way you want but please remember to think out loud.
During your process please walk me through the steps you would take to complete.
(Consent)
How comfortable did you feel sharing your personal data through the consent process?
(After Application)
Would you please show me how would you track your application?
(After Tracking)
You can go back to the home page (email notification needed to move next step/ if prototype does not work: link OR participant should press e-mail notification from side panel)
(Feedback/Registration Complete)
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
Building Permit application
digital signature part
Phase 3: Qualitative Interview for Collecting Feedback:
Thank you very much for your great insights. Now you can close the prototype and stop sharing your screen. I will ask a couple of more questions regarding your experience and after that, we can finalize this session.
(Overall Experience)
Can you describe your overall experience using this prototype?
Were there any specific aspects that you found particularly positive or negative?
(Comparison with Real-world Experience)
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 enhance based 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?
Offboarding:
Thank you very much for these great insights and of course for taking the time to help us!
Do you have any questions or feedback for us?
As I said, your input is very valuable to us! I hope you had some fun during this session, thanks again and have a great day.
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