Sprint 3: Interaction model February 2016

[Research Plan] (#research-plan)
[Conversation Guide] (#conversation-guide)
[Learnings] (#learnings)

Research Plan

Learning objectives

• Determine which aspects of the interaction model best meet the needs and expectations of users in a variety of roles
• Identify current gaps and future opportunities for C2
• Confirm content changes and redesign of emails successfully communicate request status and next steps to users

Hypothesis to validate

• Visual Redesign

  • We believe the improved organization and clearer visual hierarchy will enable users to better understand the status of a request, available options, and required action items.
  • Success: Users easily locate information associated with a task and understand next steps and possible actions
  • We’ll know we were successful when: Beta users successfully complete their tasks on a request.

• Summary view to edit mode

  • We believe providing a compact, scannable summary of request details with the ability to selectively edit will provide an actionable and secure experience.
  • Success: Users easily locate information associated with a task, make necessary changes or complete actions, and view saved results without leaving the page.

• Inline editing

  • We believe providing users with always editable fields will reduce complexity and context shifting while updating request details.
  • Success: Users find reading, editing, and saving always open form fields intuitive and helpful in completing their tasks.

• Line items

  • We believe the ability to capture all relevant data associated with purchases against a request will eliminate the burden of maintaining external spreadsheets with duplicate information.
  • Success: User are able to add and share all relevant information for a purchase including multiple CL #s, vendors, and building activities and eventually stop maintaining additional spreadsheets.

• Tool tip / New feature alert

  • We believe providing users with information about new features and functionality will increase awareness and use and decrease the need for outreach campaigns and in-depth training.
  • Success: Users demonstrate knowledge learned in feature notifications and are able to access, understand, and dismiss tooltips.

• Status

  • We believe providing clearer indication of status and current approvers will better communicate progress and next steps and lead to quicker approvals.
  • Success: Users describe the lifecycle of a request, current status, and next steps.

Conversation Guide

Requester Guide: 5 mins

• Introduction (who I am, what is 18F, why we value your time today).
• Objectives (show prototypes developed from user feedback, validate that they meet your needs and expectations)
• Overview of interview (first walk through the 2 prototypes we’ve developed, next have you complete tasks associated with scenarios, and finally get feedback on the prototypes.)

(Alternate order of prototypes with each participant)

• Prototype Initial Impressions
  • Let’s take a couple of minutes to explore. Please talk out loud and let me know what you see and how you expect it to work. Feel free to click around.
  • Describe what you see.
  • What are your initial impressions? What can you do?
  • Does this meet your expectations?

You just got a glimpse of the 2 versions of the C2 app we are working on. Now we’d like to have you complete a few tasks. As you perform the tasks, please talk out loud so we can hear what you are thinking and better understand your experience.

Requester Tasks - Prototype 1
Questions: Describe what you are doing. Does this meet your expectations?

1. Find pending requests

• EMAIL: Request submission confirmation
• APP: My requests view, use side nav as filter

2. Find a request by amount

• APP: open app, look for request for around $300

3. View request details and identify where it is in the approval process

• APP: Locate a request, find details and approval, identify status

4. Change the amount of the request and save changes

• APP: Find request amount, make edits to form field, save changes

Follow up questions

• How did this experience meet your expectations?
• If you were sharing this with a colleague, what would you tell them about it? What tips would you give them?

Requester Tasks - Prototype 2

1. Find approved requests ready to be purchased

• APP: Open app, filter by approved or search by status?

2. Find requests by requester

• APP: Search by requester in search bar

3. Remove a subscriber and add another

• APP: Find request details, find subscriber, add / remove, save changes

4. Mark a request as purchased

• EMAIL: Request approval
• APP: Find approved request, find mark as purchased call to action)

Follow up questions

• How did this experience meet your expectations?
• If you were sharing this with a colleague, what would you tell them about it? What tips would you give them?

Requester Tasks - Emails

We’ve given you a glimpse at redesigned emails today. (If time, show again…)

• Please take a minute to read through them emails and give me your initial thoughts.
• Do you have any feedback about current C2 emails?
• How do they fit into your workflow?