Usability Testing Report: Logs


Note ID	Heuristic	Observation
Scenario Not Set
39	Navigation	Return policy link broken
40	Navigation	Refund policy link broken
41	Navigation	Back out (using back button) to back out of cart failed.
78	N/A	View cart link doesn't seem to work, should be grayed out when actually inside cart.
79	N/A	If save as billing is checked, should bookmark down to end of page so one doesn't need to scroll through entire form to continue
80	Navigation	At items ordered, should allow return to cart to adjust quantity
81	Audit	Phone and zip code should be validated as numeric
82	Audit	Missing required fields aren't caught in billing form
83	Audit	May need an Update Quantities button inside cart to change quantities
84	Audit	Missing shipping information not validated even when send to same as billing is NOT checked
85	Content	Should say 15-dollar SHIPPING charge, not just charge. Should explain how products will be shipped.
86	Standards and Guidelines	Note: be consistent on site: if required field is red asteroid, it should be that way consistently (it's black on order form.)


Note ID	Heuristic	Observation
Scenario 01
2	N/A	Demo first, registers. 00:19
3	N/A	Products. Clicks GG link 01:30
4	Terminology	Looking for "purchase, buy it". Something to let me know I can purchase it online 02:01
Scenario 02
7	Navigation	Goes to training first for CBT and looks for it on training page, but doesn't see computer based training, finds dates. Goes back to products. 03:20
8	N/A	CLICKS ON WEB 04:10
Scenario 03
11	N/A	1 is default, goes through billing information, wants company name to be mandatory... 05:09
Scenario 04
14	Standards and Guidelines	Is concerned that shipping information will get lost because it doesn't post to form when checked. Wants to be able to type in country field because going to u and scrolling for USA is hard. 06:11
15	Standards and Guidelines	Why do I have to enter email twice? 06:34
16	Standards and Guidelines	Information from billing info doesn't get transferred to shipping screen? This confuses her. 06:56
Scenario 05
19	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. 07:25
20	Navigation	Checks the return policy (broken) and refund policy broken 07:50
Scenario 06
23	Standards and Guidelines	No difficulties. Biggest fear that somebody gets a hold of my credit card. I don't see a way to verify card, doesn't seem secure 08:35
Scenario 08
28	Standards and Guidelines	Worries that card is charged twice if I reenter and reset 11:20
29	Standards and Guidelines	Wants to know it's secure, doesn't look at address at the top, wants to see billing information and shipping page and order confirmation separate. Thinks its checking billing and address. 12:05
30	Layout	Thinks logo is out of place. 13:14
31	Navigation	Cautious about back button: "will things stay in my cart?” uses back button on screen. Clicks on GUI CBT course, hits purchase. Cart kept the web course, she continues with billing information 14:20
Scenario 09
34	Standards and Guidelines	Expects it to re-post shipping information if "same as billing" is checked. Is used to seeing it on a separate page. 16:31
35	User Assistance/Help	Can’t find shipping information: how long will it take me to receive my product? How will it be shipped to me? 17:29
36	Workflow	Would probably print the page with the reference number from here. Might expect information 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. 18:35
37	Standards and Guidelines	Tries logo: doesn't take her back to home page as she expects. Would close it because she's done the shopping she wanted to do. Expects return to take her back to products menu. Surprised that it takes her back to home page (tried it with prompting) expects return to shopping and continue shopping to be the same. Back button should be "continue shopping instead of back. 19:41


Note ID	Heuristic	Observation
Scenario 01
43	Terminology	Clicked on GG link, looked at overview, doesn't say anything about guidelines (prompted to look for GUIDELINES) 00:00
44	Terminology	Doesn't say "purchase".... tries "contact us"..."That doesn't look like what I want to do," hits back button on browser. He is looking for a button that says "purchase" or "buy" or something like that. Looks at button for order form at top, clicks on it... 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) 00:50
Scenario 03
49	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." 04:30
50	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?) 06:03
Scenario 04
53	Navigation	Doesn't use mouse in form: except for state selection and country selection. Expected to find US at top of list. 07:42
54	Layout	Aviva note: shipping is below the fold. 08:37
55	N/A	Hit continue, reviewed it. 09:03
Scenario 05
58	N/A	2nd item shouldn't be the same to ship, should be reduced price. 09:28
Scenario 06
61	User Assistance/Help	Enters wrong date, goes back. Fixes it. Still is it. Wants to know specifically what was wrong for transaction, isn't sure. Can only validate credit card, not address information, even though it says address might not match... 10:13
Scenario 07
64	Layout	The potential errors were hard to read, all in one block, should give specific problem and how to fix it rather than a whole bunch of prose. Tough to read. 12:26
Scenario 08
67	Standards/Guidelines	Text is not re-sizable within browser. 14:47
68	N/A	Goes to order form, it doesn't work. 15:11
69	N/A	Tries view cart, doesn't work. 15:20
70	N/A	Should be a shop more buttons? Just backed up with browser button. . Has three. , Changes quantity back to two. I 15:48
71	N/A	Should have remembered who I was in the shipping info screen 16:31
Scenario 09
74	Standards/Guidelines	Need to type all the information in again. Likes it when you type in zip code and state is entered automatically 17:09
75	Workflow	Transaction declined: hard to read: would prefer bullet points or more specific. Goes back and realizes cc no is wrong. Information on approval screen seems light: wants to see what he bought, product description, some contact information in event... would print this screen as receipt, wants more contact information (email or phone, address) to trouble, wants some recourse. 19:12
76	Workflow	Return to shopping button would take me back to where I could buy stuff, but it takes me someplace else. Expects to go to purchase or product list page. 21:20