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Massage Client Hero Website - RITE Testing

An evaluative research project that I completed in 2021 as the sole UX Researcher, as part of my UX/UI Design Certification at Thinkful. A therapeutic massage business wanted to improve the user experience of its clients that purchase prepaid massage vouchers, by launching a new digital system, Massage Client Hero. The product owner wanted to evaluate how successfully clients could use the new system to manage their prepaid massage vouchers. 

Background and Goals

The therapeutic massage business sold massages in advance to its clients, and gave them prepaid massage vouchers to be redeemed in the future for massages. Since the therapeutic massage business had no formal way for clients to keep track of their prepaid massage vouchers, the product owner assumed that each client used their own method of keeping track. That was NOT the greatest solution, because often times the clients had no idea how many prepaid massage vouchers they had available, and they resorted to asking the massage therapist how many prepaid massage vouchers they had left.

 

Massage Client Hero is a desktop and mobile website that manages each client's prepaid massage vouchers. The product owner felt that the new tool would be very beneficial for the clients and could potentially increase revenue. 

  • Can users successfully and easily complete tasks related to their prepaid massage vouchers with the new website?

  • Will users purchase more prepaid massage vouchers is they had a better way to manage them?

​By answering these questions, the risk would be reduced for launching a product that is not useful and does not improve the users experience.

How easily can I complete the tasks?

Woman on Laptop

Evaluative Research Goals​

  • Evaluate the users ability to successfully complete the tasks related to the prepaid massage vouchers

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Design Research Goals​

  • Identify blockers that the users experience while attempting to complete the tasks and quickly fix them

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Thinkful (School Project)

Methods

Usability Test - Task #3

Usability Testing Task

RITE Usability Testing​

  • Timeframe: 2 days

  • Number of Rapid Iterations: 3

  • Number of Participants: 5

  • Research Conducted: Moderated remote usability testing sessions

  • Tools: Zoom, Maze & Low-fidelity Prototype

  • Session Length: 30 minutes

  • Number of Completed Tasks: 7

  • Collaboration: Stakeholder, Product Owner and UX Designers

  • Evaluated usability testing results

  • Summarized findings on digital whiteboard

  • Presented findings to the product team after each iteration

Crucial Insight Sample

The users were unable to complete the task of printing a voucher because they experienced friction.  

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When the users navigated to the screen to view their available vouchers, the only interaction they saw that could be done with the voucher was to view it. Since they wanted to print the voucher, not view the voucher, they were unsure of where to navigate to within the product to complete the task of printing a voucher. The users clicked around unnecessarily. This caused friction for the users.

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For additional findings and learnings:

please contact bellamywest@gmail.com

Unable to complete the print voucher task

Massage Vouchers - Available - P1b -P3b.png

Research Impact Sample

Product Impact

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  • Collaborated with the Stakeholder, Product Owner, and other UX Designers about design changes based upon the insights gained from the usability testing, after each rapid testing iteration 

  • The design changes were quickly incorporated into the Low-fidelity prototype by the UX Designer (me) 

  • The RITE testing conducted after incorporating the research insights into the design helped the print voucher task to be completed successfully and reduce friction

Insight incorporated into the prototype

Massage Vouchers - Available - P1a.png

My Learnings

  • I didn't have an observer during my RITE testing sessions. After each session I reviewed the recordings to collect the findings and insights so that I could share & evaluate them with the decision makers. What I would do differently next time is to have an observer take notes during my RITE testing sessions, because it would allow me to synthesize the data quicker and ultimately present my findings to the decision makers much quicker. 

  • Moderated Usability Testing is more desirable because when you notice a participant struggling to complete a task, you can get more context as to why they are struggling

  • Using a testing tool like Maze is beneficial because the heatmaps can show users behavior on screens, and let you know what's working and what's not working in your digital design

  • In hind sight, I will include my wrap up/debrief questions into Maze to make them easier to retrieve, versus searching for the responses on the recording of the usability testing participants session

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