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, so we need to hear your honest reactions. 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?
- 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 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 took, 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

Imagine you are a qualified architect/engineer who is a resident of a country called Digital Island. Even though you have an account on your government portal, you have not registered your expertize into your egov system yet and you want to be a registered architect.

Do you have any questions about this scenario?

Great!

Share Link: https://www.figma.com/proto/Nb5YWT3QTvwTZl3MyJXzi7/Construction-Permit-Use-Case?page-id=271%3A37938&type=design&node-id=271-37957&viewport=-4067%2C2314%2C0.37&t=2CA2StMpOZvDmHFY-8&scaling=scale-down&starting-point-node-id=271%3A37957&hotspot-hints=0&hide-ui=1

To get started, please open the link, which my colleague will provide in the chat. During this time please do not click on anything yet.

(sent the link and wait for them to open it)

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)

Now, before you start doing anything, just look at the first screen and tell me what you make of it: what strikes you about it, what you think you can do with it, and what it’s for. Just look around and do a little narrative without clicking. You can scroll if you want.

(Optional: Ask them what they think will happen if they click ___ or Where they think they can find this information based on their comments)

How would 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)

Now you can interact with the prototype. 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- 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?

(After Tracking)

You can go back to the home page (email notification needed to move next step/ if the prototype does not work: link https://www.figma.com/proto/Nb5YWT3QTvwTZl3MyJXzi7/Construction-Permit-Use-Case?page-id=271%3A37938&type=design&node-id=382-32548&viewport=-4067%2C2314%2C0.37&t=2CA2StMpOZvDmHFY-1&scaling=scale-down&starting-point-node-id=382%3A32548&show-proto-sidebar=1&mode=design 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?

Construction Permit Application

Great! Thank you!

Now I will set the stage for the second part of the prototype.

In this scenario, you are a lead architect and you designed an apartment complex plan in your city. But for implementation, first, you need to receive a building permit from your government.

So for receiving a building permit, what would you do? please walk me through the steps you would take to complete.

(Parcel ID)

After the user interacts with the prototype and right before clicking save&continue based on their interaction to the field:

What do you think will happen if you click the button next to the text field? Ask the user to compare option typing vs choosing via map.

(Upload Documents)

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.

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?
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?~~

(Open-Ended Feedback)