Usability testing feedback - internal testing

[elisa-est]

The following are usability issues uncovered from the usability testing we conducted with internal colleagues at EST. We tested the DS Test site with 8 different individuals, from different departments and experience with EST tools. Around half of the individuals were new hires.

The following usability issues were uncovered. Some of these are actionable, and others may require a separate ticket to better define what the solution should be.

Test page: Contact form

• [ ] Addresses, country selector: Have United Kingdom as the default.

• [ ] Addresses, country selector: Have a version of the Countries that lists England, Scotland, Wales and Northern Ireland as this sometimes is important to clarify exactly which country within the UK residents are from as it impacts their options.

• [x] Date picker: When inputting the date, there's no '08' it's just '8' even though the format says 'DD'.

• [x] Radio buttons: Once an item is selected can't tab through the options using the keyboard

Feedback (no action items yet)

• Date picker: overall users liked they had the option for both typing and entering via a calendar.
• Spacing: one participant wanted more space in-between form fields/questions
• Phone number: for a future version of the DS we could consider having more structure around phone number inputs (a separate field for selecting the country). Action: EST needs to put this in the backlog for future versions of DS

Test page: Content

No issues uncovered

Feedback (no action items yet)

• Back to top: No one used the 'Back to top' button, however that could be due to a poor test environment. The page wasn't long enough to really need to consider it. However most users reported not frequently using it.
• Phone numbers in content: Maybe need to indicate that these 800 numbers are free of charge to let people know. This is feedback to share with the content team
• Overall users found the accordions and different interactive elements of the page, modals, table of contents etc. easy to use, to the point they did not comment on it.

Test page: Search

No issues uncovered aside from existing tickets in backlog.

Feedback (no action items yet)

• Participants preferred the bigger search box. Should we make this the default?
• They appreciated the large search box, found it easy to clear their search
• Users expect to see search results, found how the search suggestions were presented matched their expectations

Test page: Question/Addresses

• [ ] Manual address: Add a third Address line, as some addresses require more space.

Feedback (no action items yet)

• Users found the progress bar easy to read and understand
• Most participants relied on their browser's auto-complete for all forms within the test
• Users appreciate there is the option to enter address manually, as some of them never use postcode finders as they find it never works for their address.

[elisa-est]

@EST-Karol and @lynsiepatient fyi, this is a summary of the user testing results.

[bobbyCHD]

The radio tabbing is normal behaviour, arrow keys are used once in a fieldset.

[elisa-est]

Removed the items that require further design specification and put into this ticket: https://github.com/Energy-Saving-Trust/Design-System/issues/88