UX Research - Way of Navigating "gutcheck"

[janisrogers]

Do informal "gutcheck" with a handful of users before go-live

Research Plan and Script
https://docs.google.com/document/d/1yIEb-6IEhMOfkFtFo11kLjAXO7gvZboJ/edit

Research Notes - Consolidated
https://docs.google.com/document/d/1tItM3g0iq48gAkJ3s1YFMr9A69cy4nIW/edit

Research Common Findings

• The new way of navigating is overall easy to use
• The menu items are a little wordy but enough information
• Both experienced and inexperienced users found it easy enough to use
• Almost all users do not see the filing type menu item labels; they are seen by experienced users on a second pass

Recommendations

• Expro and Continue In menu item labels under " For businesses that already exist outside BC " need improvement as they are not distinct enough
• "Register a business in BC that is incorporated in another jurisdiction" was often misinterpreted for continuation in option.
• "End business registration in another jurisdiction and transfer to BC" causes anxiety in even the experienced user as "End business ..." doesn't resonate with continuation in filing.

[yuisotozaki]

Session 1 completed.
Type: Inexperienced User
Recording: Google Drive - BC Registries

Findings:

• Script needs adjustments as not to misdirect users. For SP creation flow, remove "INC." from the name as we're not testing the naming error flows in this round. We did find issues around Name Structure error/warning UI content and layout.
• 2/3 scenarios completed
• 1/3 scenarios non-completion: User confused between expro and continue in options. Menu item label did not resonate with what the user wanted to do.

Quick Recommendations:

• Update menu item labels for expro registration and continue in with plain language. The phrase "End business" for continuation in caused anxiety in user to not pick that option.

[yuisotozaki]

Session 2 completed.
Type: Inexperienced User
Recording: Session was not recorded
Findings:

• 2/3 scenarios completed
• 1/3 scenarios non-completion: User confused between expro and continue in options. Menu item label did not resonate with what the user wanted to do.

[yuisotozaki]

Session 3 completed.
Type: Experienced User
Recording: Google Drive - BC Registries

Findings:

• 2/3 scenarios completed
• 1/3 scenarios non-completion: User confused between expro and continue in options. Menu item label did not resonate with what the user wanted to do.
• Strange to start numbered company flow in "Name Request"
• "Would be nice to be able to put a file number (aka folio) with name requests."

[yuisotozaki]

Session 4 completed.
Type: Experienced User
Recording: Google Drive - BC Registries

Findings:

• 3/3 scenarios completed
• "Gotta read all the text"
• The menu labels at the top level are overlapping. E.g. "Businesses that do not exist yet" can be interpreted by experienced users as "expro" and "continue in" also since their mental context is "in B.C."
• Name Request doesn’t sound like where numbered benefits would start; but not a frequent activity so it's ok

[yuisotozaki]

Session 5 completed.
Type: Experienced User
Recording: Google Drive - BC Registries

Findings:

• 3/3 scenarios completed very quickly
• 100% confident in the flow
• Like the new order of the fields; thinks might be easier for infrequent users
• Glad to see explanations around numbered companies as they get a lot of questions about this
• Like the (visually clear) COLIN redirect

[yuisotozaki]

@janisrogers
The gut check research is complete. Please review findings and recommendations.

• Consolidated notes into a single doc on Google Drive (link in ticket description)
• Added common findings in the ticket description
• Made recommendations in the ticket description