Impromptu study conducted on 3/27/2013
Task Assigned to users
To locate shipping information. Where would you go to find shipping info and status on an order you had a placed on yesterday? We started the user(s) on the home page and had them walk through their process of locating this information.
User 1
- Struggled to find "Order History" Tab. She passed by it a number of times.
- After searching a few time she located it. Thought it got lost in between Shop and Cart tabs.
- Suggests making it a color and placing it at the end.
- Did find shipping info on Narrative thread/Experience as a secondary entrance point.
- Once in shadowbox, she found shipping info easily.
User 2
- Went right to"Order History" and found tab very easily.
- Once in shadowbox, he struggled for about 15 seconds, then clicked link to get shipping details.
- His thought process in shadowbox was to match up order# and then try to locate shipping info on initial screen.
- Also suggested entering a confirmation number into homepage entry field to locate shipping info.
- Did not notice secondary entrance point on Narrative thread.
User 3
- Went right to "Order History" tab. That would be normal process to find shipping information.
- Might try "Find" button on widget.
- Found correct order in Order History tab.
- Clicked on Shadowbox link to locate shipping info very fast.
User 4
- Went right to "Order History" tab. Found it very fast.
- Found order on Narrative thread as well.
- Located correct order in Order History tab and went right to link to locate shipping info.
User 5
- Went right to "Order History" tab quickly. No trouble locating it.
- Would use order# to locate shipping info.
- User had trouble finding her order. She thought they were separate orders. Did not know what to do next?
- Once in Order History, did not find or understand clicking link would open a shadowbox. She thought clicking row might do it.