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POST AN AD - USABILITY TEST

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CLIENT BRIEFConduct a usability test to understand the specific problems that user might face while posting an ad on OLX

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USABILITY TESTING PROCESSScreening Criteria

Usability Testing Protocol

Recruit User

Conduct A Test

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SCREENING CRITERIA• Can speak and understand English

• Has a smart phone

• Uses the internet frequently

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USABILITY TESTING PROTOCOL• Used Steve Krug's 'Usability Testing Script' and modified

it according to the OLX case• Link: https://sensible.com/downloads/test-script.pdf 

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RECRUIT USERName: Prabha

Age: 55

Occupation: Senior Sales Co-ordinate

Location: Mumbai

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SCENARIO GIVENYou bought a jewelry set for a relative's wedding but you don't need it anymore. You want to sell it on OLX for Rs. 600. To sell the product, you've to post an ad. How would you go about it?

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USABILITY TEST INSIGHTS• User's first instinct was to google, wasn't allowed to use the

google search. Hence she typed 'how do I sell a product on line' in the application's search box. Didn't help.

• Pressed the 'sell ad' button. Since her phone has a flip cover, the camera displayed a black screen, so she just hit the back button. "I'm searching for the right place to click."

• Went to 'profile' and then the 'help and support page.' This opened up suggestions such as 'post an ad for car,' 'post an ad for mobile phones,' started looking for 'post an ad for ornaments' with no luck. 

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• Was prompted to go with the 'how to post an ad' suggestion. Didn't read the whole article but read the bit where it asks to press the 'sell ad button'. Kept hitting the button in the help screenshot.

• "How I will upload this?"• Went to a different link about 'how to post an ad' and that

article had 'upload photo' written in a different colour. Kept hitting 'upload photo' text thinking that it will help her with her task.

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• After taking her back to the home page and moving the flip cover away from the camera, I prompted her to do the task again. "Now what to do?" This time it was a cake walk (almost)

• After selecting the category for the ad, the user expected something on the screen to change, she did not see the 'post an ad' button sitting right underneath the categories section. She said, "Just let it come... Its taking so much time. What's the  problem?"

• Took 14 minutes to complete the task successfully

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USER COMMENTS• "Because I've never used it before, it was a difficult for

me. I understood 70% of it, the rest 30% was problematic."• "It would have been easier if you'd allowed me to search

how to do it first."• "I will use it again. It is easy."

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POSSIBLE SOLUTIONS• Include the 'sell ad button' in this page or a

link that leads to the main page• The text 'Sell button' looks clickable but it is

not, either it should be made into a link or do away with the underlining

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• 'Click here' redirects the user back to the 'help page'

• It should give an option to directly post an ad from here 

• Make the action buttons more obvious

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THANK YOU