User Experience Testing at ABC Dental

Product Testing • 2020-2021 • Role: Lead UX Researcher

Background

User experience is an important implementation of any product that is marketed to a large consumer audience. One important aspect of user experience testing is gathering well rounded reports from both long-term users of a product as well as new users.

The current project I am working on at Expper Technologies is a mixed method survey to poll users about their opinions of our product.

Goal: Gain valuable insights from our client base and learn how we can improve our product for future sales and distribution around the United States.

 Challenges

Although the goal was straightforward, our team was met with several challenges when discussing the design of the surveys.

First, we had to make sure we were gathering the correct insights our consumer base. This requires a working knowledge of the differences among your consumers, so you know how to ask the right questions. With a dynamic product comes dynamic feedback and being able to provide the space to collect that feedback for comparison was vital to our design process.

Second, we had to make sure our survey fit our population. There are language barriers for large proportions of our demographic, so appropriate translation of our survey was vital for its success.

Likewise, different populations come from different backgrounds and experiences. We had to make sure as the survey designers that the questions were appropriate for a wide range of individuals. For example, the wording on a created Likert Scale cannot be confusing or too long. It may produce inaccurate result due to the inaccessibility to some users.

The last hurdle the team faced was the length of the survey. Due to our length limit, we had to carefully curate our questions to make sure that within a five-minute window, we could get adequate feedback on our product. We understood that our clients have a busy schedule, so making sure we can create surveys that fit into that schedule is important.

Survey Completion and Distribution

Our first survey consists of 10 yes/no response questions. The questions are also centered around ease of use, type of change they see in their environment because of our product, and also changes they want to see moving forward using our product.

The surveys have been distributed for one month. Interviews are currently under way to add qualitative information to our yes/no responses. Likewise, a Likert style questionnaire has been distributed on paper and with a QR code for ease of use.

Results

Results were processed via excel and the analysis consisted of a content analysis performed by myself in order to organize the qualitative responses from our users. See defining wellness for an overview of the usual qualitative methodology used to solidify our data.