"Invoice" Feature Usability Test and Interview
This project investigates how Japanese customers interact with the "invoice summary" feature. Our approach combines click test and interviews with four customers. The click test provides insights into the reception of our new feature design, shedding light on its usability and effectiveness. Concurrently, in-depth interviews serve to uncover specific requirements, needs, and suggestions from our customers regarding the feature design.
Role: Lead UX researcher
Method: Click Test + Interview
Research Type: Validation UXR
Company: Oracle
Timeline: 2 months
Background
In Japan, the Invoice Summary feature plays a pivotal role in business operations. However, recent data indicates that our feature is not being regularly used, and customer complaints highlight usability issues. In response, we have redesigned the feature with hi-fidelity prototype. This project aims to gather user feedback on the redesigned feature and uncover additional user needs and requirements to ensure it aligns perfectly with our customers' expectations in the Japanese market.
Goals
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Enhance User Experience: Address usability issues and create an intuitive and user-friendly Invoice Summary feature, ensuring a positive experience for our customers.
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Understand User Needs: Gain a comprehensive understanding of user needs and requirements regarding the Invoice Summary feature, allowing us to provide tailored solutions that align with customer expectations.
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Validate New Design: Test and validate the effectiveness of the redesigned Invoice Summary feature to ensure it meets user expectations and functions seamlessly.
Method
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In-depth Interview
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5 Particiapnts (4 customers + 1 partner)
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45 - 60 minutes each session
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Click Test
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4 Participants​ (customers)
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Moderated sessions
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10 tasks in total
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Insights
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Flow Impact on User Perception: The redesigned invoice summary feature's flow has a noticeable impact on how users perceive the duration of the process, highlighting the importance of an efficient and user-friendly flow.
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Customization Demand: Virtually all Japanese customers express a need for customization options in the invoice summary template. Given that each company employs a tailored template, customers seek the capability to modify the standard template to align with their unique requirements.
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... (Please contact me for more insights if you are interested in)
Research Impact
Strategical Impact​
Identification of New Feature Needs: The project has uncovered a significant demand among Japanese customers for a new "invoice" feature. Recognizing this need allows us to strategically prioritize and plan the development of this feature, which can potentially provide a competitive edge in the market.
Stakeholder Collaboration Impact
Design Validation: Through the project, we've verified the viability of the new design, fostering greater confidence among the scrum team, including product managers, designers, and developers, This validation encourages cross-functional collaboration for the successful development and integration of the redesigned Invoice Summary feature.
Product Impact
Usability Enhancement: The project's insights guide us in improving the current feature, enhancing its usability, and addressing user-specific pain points. This directly contributes to an improved user experience and higher overall satisfaction.
My Learning
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Business cultures and habits vary significantly between countries, leading to differences in feature popularity and user preferences. This highlights the importance of localized product customization.
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​Precise language translation, especially for languages like Japanese, is crucial. Minor translation errors can significantly affect user understanding and satisfaction, emphasizing the need for meticulous translation processes.