Moderated Testing
“5 Act Interview”
- Friendly, welcome start to the interview
“Hi, my name is Shawna, thanks for coming in today! I am looking forward to getting your feedback about how we can improve our FlexFly app.”
“First of all I want you to know this is not a test of your ability to use this app, it is meant to provide us with insight into what we have done well or poorly in the design of the app.”
“I will start by asking you some questions, and then we can see if you want to give our prototype a run for it’s money”
- A series of general, open-ended context questions about the customer.
“How long have you been flying?”
“What do you like to do when you arrive in your destination?”
“Can you give me the top 3 reasons you choose a destination?”
“How difficult is it to get a restaurant reservation when you don’t know when you will be landing?
“How often do you arrive on time at your destination?”
- Introduction to the prototype.
“Would you like to try the FlexFly prototype?
“I didn’t design this, so don’t worry about my feelings if something doesn’t work”
“As you work through the prototype, please think aloud. This will give me insight in what you are trying to do and how you think it can be accomplished”
- Detailed tasks to get the customer reacting to the prototype.
“If you want to fly to Tofino and rent a car at the airfield, how would you go about it?
“If you want to get a picnic with your car, but you are worried about your shrimp allergy, how would you make sure your picnic is safe to eat?”
“How would you make sure you have the appropriate insurance for your rental car?”
“How would you decide where you want to fly this weekend (within a 3 hour flight)?”
- A quick debrief to capture the customers over-arching thoughts and impressions.
“What did you like about the FlexFly app?”
“What part of the app was difficult to understand?”
“Do you think you will fly more often as a result of using this app?”
“Do you want to know more about the destinations that you can fly to?”
“Would you recommend this app to another pilot? If not, why?”
“Thank you for assisting us in our research today! Here is your Timmy’s gift card!”
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