In order to ensure the user interface of the eCommerce application I create meets the user requirements, as well as satisfies the heuristic evaluation, I will be interviewing users to understand how they use eCommerce websites on their mobile devices.
These interviews will allow me to observe user behaviour, ask users to provide feedback on their experiences and give users the opportunity to partake in participatory design by sketching.
I will use a Dot Grid mobile book for users to sketch their recommendations for improving the UI of the sites they visit.
The interviews conducted will take place in a private setting and I will be observing the user from a position that allows me to view the screen of their mobile device easily, while taking notes on observations and statements the user makes.
I will make it clear at the start of each interview that the user’s personal information will remain anonymous and that they are free to withdraw from the interview process at any stage. The user will also be provided with materials that allow them to sketch down any ideas they have that can improve the UI of the sites they choose to visit as part of the scenarios given.
Questions and Scenarios
In order to understand how sites are displayed on the user’s device I will take note of the make and model. I will also make a note on the user’s connection, whether they choose to use WiFi or their mobile network, as this may provide a different experience to the user based on the loading times of the pages they visit
The users will then be given two scenarios to carry out. Each user will be given the same scenarios and the second scenario will only be given to the user once they have completed the first.
You want to buy a new pair of shoes for under £80. Use your mobile device to browse a website and place a pair of shoes you may buy in the shopping cart.
- I will not prompt on which site to choose
- I will prompt to use a search engine if they do not know of a site to use
- I will observe the process the user takes to find the product, to discover how effective elements such as the search bar, navigation or grid of product categories are.
- I will note down how the user used the functionality of the site to sort or filter products by price, or if they did not do this.
- I will make note of when the user encounters feedback from the site, and if the user notices it.
- I will ask the user if there is anything they believe would make the process they just experienced easier, and provide the user with materials for sketching.
I will ask the user to visit an eCommerce site they have used on a desktop computer and find a product they would be interested in purchasing.
I will be observing and asking similar questions to the first scenario but will also be asking:
- What made the process better than the desktop version?
- What made the process worse than the desktop version?
- Was there anything unnecessary on the mobile version?
- Did you find site from Scenario One/Two easier to use?
By asking the users to compare the two sites they have visited I hope this will encourage users to think of elements from each site that may work well together.
Also, by highlighting flaws or unnecessary elements, the interviewee may be more inclined to sketch ideas they have for improving the experience for other users.