Ux research Västtrafik

Make research on Västtrafiks ToGo app and on the website. The goal was to get insights on how the users interact with the systems and find the most important user problems.

Scope - 6 weeks

Methods - Surveys - Interviews - Think out loud - Transcription - Diagram - Presentation

In collaboration with - Jenny Riksén, Magnus Henry, Sophia Hjörnhede

Research

Four surveys collected 35 responses to gain quantitative data about users' basic demographics, Västtrafik and travel planner experience, and individual frustrations and motivations.

Four semi-structured interviews conducted to gather qualitative data. Recording used for post-analysis. Interviews split into closed demographic questions and open discussions

Persona

From all our collected data we now had a clearer picture of who our user is, our persona Rebecka.

Usability test

Group created test scenarios based on personas' goals and needs to obtain desired answers. Sample test scenarios listed below.

Recruitment of test participants based on matching persona. Voluntary participants recruited through school student email and LinkedIn posts. Eight participants secured for testing. Four-person UX group assigned two test participants each for fair distribution. Test preparation includes charging devices, testing internet, microphone and camera, and turning off notifications. Have printed scenarios ready and explain the purpose of the test to the participant, ensuring they think out loud. Remain neutral during the test and avoid helping the participant. Administer additional surveys and ask for feedback after the test.

Analysis

Recording analysis through transcription to identify common findings, such as frustrations, optimism, happiness, negativity, and uncertainty. Quantitative data can also be collected by counting clicks and measuring time to meet requirements.

Presentation at Västtrafiks head quarter in Gothenburg

Karin who work as a UX designer at Västtrafik invited us to present our work at their head quarter, it was a fun and nervous challange.

Learnings:

  • Remote collaboration is effective through Teams and shared documents

  • User tests can yield different results based on the test taker

  • Users may not realize they have a problem, leading to different qualitative and quantitative results

  • Thinking out loud during tests provides valuable information

  • Testing techniques and scenarios beforehand is important

  • The moderator's manner is crucial to the test person and results

  • Overall, it was a fun and educational experience