<aside> 💡 Goal: We aim to implement a new feature to Capital One that will help consumers have more control over their online returns. Through these usability tests, we hope to uncover the hidden difficulties within our design, what worked, and what could be improved.

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Contents:

• Methodology
• Measuring Success
• Task Flows to Test
• General Script (In-person moderated)
• Testing Results & Analysis

Methodology

In-person moderated & remote unmoderated

• In-person participants will be asked to perform testing in a quiet environment to limit the number of distractions

• Remote unmoderated participants will be directed to the given Maze product testing link below, and will go through the same prototype and concluding questions

  Maze | User Research & Testing Platform

Measuring Success

• 6/9 users can accomplish tasks within 90 seconds
• 6/9 users can complete the tasks without giving up
• 6/9 users can accomplish the flows without error (i.e. clicking/tapping on anything outside of the prototyped flow)

Task Flows to Test

Product testers will be asked to complete 2 task flows.

• Track a refund from a previous transaction, Zara from April 17th