GiftU
The usability testing team with Jenna Muetterties and Quinn Adcock from the INSC 435 course at the School of Information Sciences conducted a usability test of GiftU, a digital gift card platform. The primary goals of the usability testing were to evaluate the ease of use and functionality of the GiftU app, identify navigation issues, and assess the overall user experience in helping users track and utilize their gift cards.
The team aimed to gather insights into how intuitive the interface is and identify areas for improvement. The team recruited 4 participants in total. They conducted the testing online and in their own space. The testing was remote and moderated by the usability team on December 2, 2024.
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Task-Based Scenarios
The team assigned 2 task-based scenarios for the 4 participants to test the GiftU app prototype
Scenario 1
Your birthday was yesterday and you received a Starbucks gift card from your friend. You want to manage and use the gift card through an app that allows you to store, track, and redeem it online. Go to the app and choose the Starbucks card to pay with the gift card.
Scenario 2
You just used the Starbucks gift card. You are unsure about how much is left on the card. Go to the app and find how much is left on the store’s gift card.
Criteria for Success
The Team employed specific criteria for measuring success on these tasks.
Time to Complete Task
Definition: Measures the amount of time it takes participants to complete a specific task or series of tasks during a usability test.
Why it matters: The time it takes to complete a task is a key indicator of the system’s efficiency and usability. A shorter time to complete tasks generally suggests that the system is intuitive, well-structured, and easy to navigate. However, this must be balanced with accuracy. An increase in time to complete tasks could indicate confusion, poor design, or overly complex workflows.
User Satisfaction
Definition: Measures how satisfied participants are with their experience, typically through surveys, interviews, or subjective ratings.
Why it matters: Even if a user successfully completes tasks efficiently, their overall satisfaction is critical. High user satisfaction generally correlates with a positive user experience and is key to the product’s success in the long run.
Success/Failure Rate
Definition: Measures whether participants can successfully complete the assigned tasks.
Why it matters: A high task completion/success rate indicates that users can navigate the system and achieve their goals effectively without confusion or failure.
The team used Zoom to record the participants’ interactions and asked questions during the interactions as well as administered a survey questionnaire before and after the testing and integrated these into the software along with instructions. The team collected and analyzed quantitative and qualitative data.
Top Findings
Task-Based Scenario 1
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100 % task success rate
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0% failure on task
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16.33 seconds spent on task
Task-Based Scenario 2
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100 % task success rate
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0% failure on task
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19.17 seconds spent on task
Participants' Interaction Behaviors
Click Count
Pause Count (total)
Participants' Experiences/Satisfaction
Quantitative Analysis
To measure the overall user experience, we asked participants to rate their experience with the product. They were asked to rate on a scale of 1-5 (1 being unsatisfactory and 5 being satisfactory).
The percentage of the ratings participants gave the experience is as follows:
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Rating of 1 - 0%
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Rating of 2 - 0%
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Rating of 3 - 50%
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Rating of 4 - 25%
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Rating of 5 - 25%
Qualitative Analysis
Positive
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Participants found the app simple and easy to use when completing the tasks.
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The functions (seeing the card balances and recent transactions) were useful.
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Participants liked the idea of an app that tracks and utilizes gift cards. It addresses the common issue of misplaced or unused cards.
Negative
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The navigation from the “scan to pay”/”tap to pay” section was confusing and not intuitive.
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Users have to open each card to view balances and transactions.
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“Scan to pay” option was small and hard to see
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The prototype is incomplete and needs further development to meet user needs.
Suggestions for Improvement
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A list of all card balances and transactions on main page.
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More visible “scan to pay” option
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Enhance the navigation system to make it more intuitive to return from “scan to pay” or “tap to pay” section.
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Add more interactive features to provide a fuller user experience.
Positive Findings
View Card Balances:
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Users can easily see their card balances in real-time, helping them avoid overspending.
Recent Transactions:
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Users can check their recent transactions, making it easy to monitor card usage.
Easy Navigation:
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Navigation is simple and intuitive, so users can complete tasks without confusion.
Task Completion:
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Participants found it clear and easy to complete tasks like checking balances and transactions.
Simple and Easy to Use:
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The app is user-friendly and accessible for all users, even those with little app experience.
Helps Track Gift Cards:
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Keeps track of gift cards and balances, solving the issue of misplaced or unused cards.
Clear Visual Display:
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Shows all gift cards in one place, making it easy to view and manage them.
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The app has a clean, appealing design that’s easy to navigate.
Participants' Issues
1. Participants had a hard time with the navigation of the Figma prototype of GiftU. There were not enough interactions between the buttons to click on to successfully complete tasks
2. Most participants tried to click on the “scan or tap to pay” option, but the prototype did not have any functionality for it. Users expected the “scan or tap to pay” button to do something when it was clicked on. Overall, they were unsure whether they completed the first task or not.
Recommendations and Suggestions
01 Recommendation for Usability Issue 1
Add Clear Navigation Buttons:
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Include prominent navigation buttons or arrows that allow users to easily move between the two sections.
Improve Interactive Flow in the Prototype:
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Ensure the Figma prototype includes functional interactions to simulate seamless transitions between the sections.
Include a Back Button:
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Implement a back button so users can easily return from one section to the other, providing a clear navigation path.
Provide Visual Indicators:
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Add visual indicators like tabs or progress bars to guide users through the sections and make the flow more intuitive.
02 Recommendation for Usability Issue 2
Increase the Size of the Barcode:
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Enlarge the barcode to make it more visible and easier for users to scan or tap, improving accessibility.
Make the Barcode Interactive:
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Ensure the barcode is tappable in the prototype, so users can interact with it as intended (e.g., by tapping to trigger the scan function).
Add Visual Cues:
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Include visual cues like a highlight or animation when users hover over or tap the barcode to indicate it's an interactive element.
Test Functionality in the Prototype:
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Implement and test interactive functionality in the prototype, ensuring users can scan or tap the barcode to move forward in the app.
01 Recommendation for Participants' Issue 1
Navigation and Functionality
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Creating more interactions between the buttons in the prototype will help users navigate through pages easier mitigating user frustration.
Clearer Navigation Buttons
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Providing icons that clearly represent the navigation functionality helps users go from one page to another in a user-friendly way.
02 Recommendation for Participants' Issue 2
Button Functionality
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Create a function for the “scan or tap to pay” button when it is clicked on. Expanding the barcode when it is clicked on could be effective. This way users will know the full functionality of this option.
Writing the Right Button Labels
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To mitigate confusion of the button functions, writing the right labels for them is key. To address the issue, getting rid of “tap” on the button can get rid of this confusion.