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| User |
Scenario |
Heuristic |
Note |
| Carrie |
01 |
Terminology |
Looking for "purchase, buy it". "Something to let me know I can purchase it online." (Video Highlight) |
| Carrie |
02 |
Navigation |
Goes to training first for CBT, looks for it on the training page, but doesn't see computer based training. Finds dates. Goes back to products. (Video Highlight) |
| Carrie |
04 |
Standards and Guidelines |
Is concerned that the shipping info will get lost because it doesn't post to the form when checked. Wants to be able to type in the country field because going to "u" and scrolling for USA is hard. (Video Highlight) |
| Carrie |
04 |
Standards and Guidelines |
"Why do I have to enter e-mail twice?" (Video Highlight) |
| Carrie |
04 |
Standards and Guidelines |
"Info from billing info doesn't get transferred to shipping screen?" This confuses her. (Video Highlight) |
| Carrie |
05 |
User Assistance/Help |
"What’s the shipping cost? What's the tax rate? Who does it apply to? Where can I get information about it? I want to make sure I'm getting charged the right tax rate." (Video Highlight) |
| Carrie |
06 |
Standards and Guidelines |
No difficulties. Biggest fear is that somebody gets a hold of her credit card. "I don't see a way to verify the card, doesn't seem secure." (Video Highlight) |
| Carrie |
08 |
Standards and Guidelines |
Worries that card is charged twice if she reenters and resets. (Video Highlight) |
| Carrie |
08 |
Navigation |
Cautious about back button. "Will things stay in my cart?” Uses the back button on the screen. Clicks on GUI CBT course, hits purchase. Cart kept the web course. She continues with billing information (Video Highlight) |
| Carrie |
09 |
User Assistance/Help |
Can’t find shipping info. "How long will it take me to receive my product? How will it be shipped to me?" (Video Highlight) |
| Carrie |
09 |
Workflow |
Would probably print the page with the reference number from here. Might expect info about shipment, when it will be received. "Possibly a recap of what I've ordered so it's all on one page for a reference, so I could check it when I got my credit card bill." (Video Highlight) |
| Dave |
01 |
Terminology |
Doesn't say "purchase". Tries "contact us". "That doesn't look like what I want to do." Uses back button on browser. Looking for a button that says "purchase" or "buy" or something like that. Looks at button for order form at top, clicks on it, and gets the order/feedback form. "Can't order it because I don't know how much it costs." "Would fill out feedback form at this point if I was seriously interested. " (Order download seems hung up) (Video Highlight) |
| Dave |
03 |
Terminology |
Goes to training (misunderstood CBT prompt). "But I still might have gone down training path". Didn't see CBT under training, then goes to products and finds it. "It seems like I could have found it from training button." (Video Highlight) |
| Dave |
03 |
Navigation |
Learn more or click on box? Clicks on box. "What if I'd clicked on learn more?" Clicks purchase. Goes to cart. Wants 2. Changes it to 2. Reads charge ("what's it for?") (Video Highlight) |
| Dave |
04 |
Navigation |
Doesn't use mouse in the form except for the state and country selections. Expected to find US at the top of the list. (Video Highlight) |
| Dave |
05 |
N/A |
Second item shouldn't be the same to ship. Should be reduced price. (Video Highlight) |
| Dave |
06 |
N/A |
Enters wrong date. Goes back. Fixes it. Wants to know specifically what was wrong with the transaction; isn't sure. Can only validate credit card, not address information, even though it says address might not match. (Video Highlight) |
