Sertifi

Signer Usability Testing

This document is a review of the usability tests that were conducted to gain a deeper understanding of Sertifi's audience's needs and frustrations with its interface design. Usability tests help Sertifi to discover areas of confusion and identify opportunities for enhancement.

UX/UI Researcher: Klara Jarolimova
July, 30th, 2019
Moderators: Anthony Michals, Mandy Morgan

Participant Profiles

Name Job Title Organization
Maggie Baum Business Systems Analyst Hyatt Regency
Zheralyn Zabat Project Manager Hyatt Regency
Cassie Flack Property Solutions Delivery Hyatt Regency
Brandon Kuta Lead Gallery Host Hyatt Regency
Catrina Knock Reservations Manager Hyatt Regency
Alyia Sultaninkarim Auditor & Tax preparer BrookWeiner LLC
Ana Che Medical Researcher Rush University Medical Center
Anand Kalamkar Sr. Network Engineer AT&T

Products Used in the Past

Motivations

  • Feedback to make better
  • Excited to see new UI
  • Curious about usability testing

Scenario 1

The catering manager sent you an agreement for the conference you're hosting at the Windy City Hotel and you need to review and sign a document and submit payment. Perform the following:

  1. Review the Welcome Message, and then access the document you need to sign.
  2. View the document's thumbnails.
  3. Locate the version history and summary of the document.
  4. View the conversation taking place on the document.
  5. Post a response to the conversation on the document.
  6. Add markup.
  7. Comment in the address area.
  8. Submit your markup.
  9. Sign the document using your signature and initials.
  10. Access the payment you need to submit.
  11. Submit the payment.

Two testers, Anand Kalamkar and Ana Che, were testing an updated prototype with one signing document, one linked payment, and one separate payment - Document View - 101619 - with the following tasks:

  1. Review the Welcome Message and access the document you need to sign.
  2. Locate and view the conversation taking place on the document.
  3. Add a markup to the document.
  4. Comment in the address area.
  5. Submit your markup.
  6. Begin signing the document.
  7. Enter your deposit to submit.
  8. Finish paying the deposit and signing the document.

Breakdown

  • 93% of participants understood the core premise of the first scenario.
  • 85% of participants enjoyed the overall experience with the product.

Confusion

  • 36% of participants were confused about the conversation feature, thinking it was a help box.
  • 70% looked for more information on the icons on the right.

THE GOOD

  • Found markup easily; self-explanatory.
  • Easy to find the next step - payment.
  • Easier to locate version history as it was visible at first view.
  • Testers rated their overall experience as good.

THE BAD

  • Confusion over what thumbnails are; didn't look for them where the icons are.
  • Confusion with the conversation, not knowing what it was.
  • Menu icons on the right not prominent enough.
  • Finish and submit should be the last CTA at the bottom of the document.

User Feedback

  • "I was able to complete all of the activities."
  • "Signing and submitting was very simple."
  • "Want to be able to hover over icons for info."
  • "Couldn't find the thumbnails."

Scenario 2

You’re a guest staying at Hyatt Regency McCormick Place and you’ve been sent a credit card authorization form to fill out. Locate:

  1. Where you need to enter your payment details.
  2. Where you need to provide your signature.

Metrics

  • 95% of participants understood the core premise of the second scenario.
  • 95% of participants rated their overall experience positively.
  • 20% successfully completed all tasks related to the second scenario.
  • 40% were confused about moving to the signature location on the second page.

THE GOOD

  • Users appreciated guidance on how to submit payment info.

THE BAD

  • Concerns about mobile-friendliness.
  • Confusion about filling out the top part of the form.

Bugs & Issues

Scenario 1

Testers encountered issues due to the static prototype layout. Tasks needed to be completed in a certain order, leading to confusion.

Scenario 2

Similar to Scenario 1, testers faced issues with layout interactions and task sequences.

Recommendations & Action Items

Scenario 1

  • Leave right menu collapsed initially, extending it upon clicking markup.
  • Make right-hand side icons more prominent.
  • Move optional step CTA above the "Finish and Submit" to clarify user flow.
  • Clearly separate required and optional tasks.
  • Improve usability of tooltips and exit CTAs.

Scenario 2

  • Incorporate the payment form directly on the page to streamline the process.

Appendix

Source Files Media
Documentation, Recordings of Tests, PSD and XD.

Thank you.