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 site, 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 site, 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
(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
Let me set the stage for the next 30-45 minutes.
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?
(Data Privacy and Consent)
How comfortable did you feel sharing your personal data through the consent-building process?
(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?
Like 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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