Elahe Rostami
Hybrid Usability Benchmark Research
Client: Canada Post International Parcels product team
Artifacts: Customs Online Form part of the Canada post Mobile Native iOS and Mobile responsive pages
Feb 2023
01
Project Goal
The goal for the project was:
1- To measure quantitative performance, usability and user behaviour, to support and enable evidence-based design decisions for the current Canada Posts' Form on Mobile browser and Mobile Native iOS.
2- To understand the current usability of customs form, focused on the existing mobile experience(both iOS and mobile responsive), in order to have a baseline to compare once changes to these services occur.
02
Research Questions
• To understand if people can find where to access the Online Customs form?
• Understand the high and medium severity pain points or usability issues of the Online Customs form, on the Web, and Mobile app (iOS).
• If people know what an Online Customs form is used for, and if they’ve heard of it before or if they’ve used it before?
• If people’s expectation of a customs survey matches their experience?
• In a natural scenario, how likely would they use the online customs form? If not, why?
• In a natural scenario, how likely would they take the generated QR code to the post office? If not, why?
03
Methodology
1 - Remote, unmoderated test was conducted on User Testing.
Participants’ screens were recorded as they completed tasks on Support section of Canada Post website.
37 participants from the General Consumers, 17 of which conducted the test on Mobile Browser and 20 on the Canada Post native iOS application.
Task-based behavioral measurements and attitudinal benchmarks :
• Success rate: if the task was completed or not
• Insights/pain points: patterns around user behavior and usage
After completing their tasks, participants were asked to complete a questionnaire regarding their:
• Perceptions of time on task
• Perceptions of task ease or difficulty
• Views on the overall user experience (SUPR-Q)
2- Task-based Interview Usability Study: remote, moderated test was conducted on Use Testing.
Participants’ completed tasks on the Customs Form.
14 Participants completed the test.
7 participants were from the General Consumers and
7 from the small business segment.
This was a study were our participants talked us through the tasks as they interacted with the customs form section on both the IOS Native application and Mobile responsive pages.
These findings were then analyzed for:
• Completion rate: if the task was completed or not
• Insights/pain points: patterns around user behavior and usage
04
Findings Report
After debriefing workshops with the team a comprehensive report of finding including synthesized qualitative contextual inquiry data, qualitative detailed usability assessment, quantitative measurements such as SUPR-Q and SUPR-Qm scores and baseline measurements for task level performance metrics were presented.
