🔗 User needs
🔗 Opportunities and solutions
🔗 Assumptions and tests
We conducted an initial questionnaire on internet access and security. For ease, we've bundled the results together with our 2nd set of surveys. Of note was that 4 were concerned about sharing information online. Given the security issues with working online with a client base fearful for their safety, it is imperative that we conduct extensive outreach to show the safety and security of the process.
Once the prototype was complete, we then conducted remote tests with 15 different clients to assess user journeys, the ease of use, and what the client uptake would be like through assessing possible referrals made to the service by our clients.
The findings of this testing from a simple survey can be found here: https://docs.google.com/spreadsheets/d/1Ut2MXYvMF55_B5KiSVyEurJColSTraamsUBcopR81NI/edit?usp=sharing
As you can see, 14 out of the 15 gave the form 5 out of 5 for ease of use for booking appointments. The remaining 1 gave it 4 out of 5. Every client received an SMS for booking an appointment, so we know the system works as we envisaged - we just need to test this in the real world. 13 out of 15 gave the process 5 out of 5 for how likely they were to refer others to the prototype - the remaining 2 gave it 4 out of 5.
Once that process was complete, we then recruited three of the clients to have in-depth discussions on UX and UI. 2 possible things were highlighted as potential additions: first of all, the option of clients giving their availability for appointments, and second, perhaps integrating both user journeys into one so that clients can get general information and book appointments.
Given the findings from the discussion with the 3 clients, we're going to set up an A/B testing process on both things to see if it improves client referral rates from feedback surveys, which we have also decided to introduce.