User Testing - Takeaway

Age and gender:

29 f

37 m

Location:

Italy

Germany

Occupency:

Architect (Design Residential Buildings, Interior Design, 3D Modelling, Rendering)

Comm. Service Technician

User testing experience and Govstack

No and No

Did surveys before

just a little bit of knowledge about GovStack

Experience with Digital Government Platforms:

She is using the one for Turkey for paying depth, one or two times a month.

Everything went pretty smoothly, sometimes also for receiving demoghraphing document from Turkey for her residence in Italy

maybe once, two times a year

not easy, often you have to do stuff analog/on paper and print etc.

Often have to go to government, make appointment.

Previous Constuction Permit application:

Italy just one time and it was more for the company by the directed from company.

It was online construction permit. It was from the system of municipality not through the goverment.

Has knowledge, has to do it later this year.

This will need support from architect/engineer.

Takes up to 5 months.

Device Preferences:

Computer

Mobile prefered

Home Page observation

First thing she noticed was searching service than popular topic and general topic.

“It’s really clear”

Expects it to be a starting page

Log In

It was really easy and understandable

Was easy after he recognized he can just go ahead with provided credentials.

Architect Registration Process and their interaction

She found it very helpful especially the first line is required documents

She want to directly access to support service

She also realized the button changes to apply.

Clear and understandable, expected it to be like this.

Consent Process Comfort

It was confusing to see consent page little bit confusing. she did not read it.

“is it need to be filled or is it will be imported.”

She only concern about the address where she did not want to share.

She thinks it is her private address because it was not written as work address

Expects it to be a check or review, didn’t understand the concept of consent here.

Seeing information overview would have helped him maybe as he seemed a bit lost.

Submit Page

She saw all the important information on the page where to track etc.

Navigation Feedback

She really like the saving option for later. Because usually these things takes time and wants to take her time. (IMPORTANT)

Easly find to home page

Thinks he’s done with the registration process.

Would contact them for more information (used to that in Germany).

Congrats page

She liked the see the result so it was good.

Feedback

She was expecting to see feedback after the application not after registration

Additional

She want to see the number on during the process too

She find it very easy and did not have any page, everything was really easy.

She also like the recent activity part.

Might have been confused because of the language barrier and the task.

Construction permit application Interactions/ feedback

First page

She want to take screenshot for documents (Important) Maybe if there was a task document she will do that (Great Input)

Parcel ID

She find the Parcel map very useful based on her experience too.

For confirming and writing right.

She perfectly understand the map function (Great input)

She find the information good. but it would be nice to see also to see the buildable area square meters

Understood it and found it useful

??? missed this partially !!!

Likes the overview page with all the information of the stakeholders.

Digital Signature Expectations

She assumes if she lives in there and Digital signature is default information for her.

She expect the system will stop her if it digitally signed.

Because it gives the file types she does not think the envelope format, so she thinks document will be separately signed.

Expects to sign PDFs with Adobe tooling.

Doesn’t have the understanding that’s expected here with Estonia eGov example

Scheduling

She sees the site inspection.

She understand the available dates through color (perfection)

She aspect and email with the date and time

She saw add to calendar part (Really like it) but she still expect the email notification

Understood it. Did it. All good.

Likes option to add to cal.

Tracking

No problem. quite smooth

Thinks clicking construction permit again would be another construction permit

→ IMO (Jonas) we might think of a more visual way with subtitles (this can explain that one can apply for new and track existing applications)

Thinks overview page is for architects only.

After further explanations, he found it (but kind of pressured towards it)

Would expect it to be in the side panel.

→ we could add a “my cases” or sth. like this

Payment

She had no problem, it was really clear for her.

She want to see the PDF or email regarding proof of email. (IMPORTANT) she missed the invoice. but after she found it. (Maybe add one more link)

(missed what he said expectation-wise)

Not sure if he as architect or owner would have to pay it.

Payment option wise, he would pick digital wallet. CC not an option for him.

Recieving Permit

She like two option of the pdf which she liked.

(missed what he said )

Navigation Feedback

For application process she find everything clear.

Application number is really important.

Everything was quite great.

Sometimes gives feedback. Ok for him and understood.

Additional

She tried to use task overview button and see if it saves to go back the process, she find it very helpful.

She want to see the summary on task review not during the process (Important) But She really liked the review page.

She want to see the application Number again for there(IMPORTANT)

Overall Experience:

She found it really easy and smooth.

Everything was really easy to find. She found every option she could think of.

She said it was almost perfect.

Expects more details about the construction site.

Wouldn’t know how to contact the government, but expects it to be easy via mail.

Positive - Negative feedback

(same before)

Liked clear design, clear text.

Comparison with previous experiences

She found it much easier compare to previous experience even though she had written explanation before. She found it easiest and smoothest.

Much easier than actual process, in Germany more questions, have to know “right words”. More difficult, takes more time and more knowledge in advance.

Additional Feedback

Expected overview in sub menu