UX Research study plan background

We wanted to understand the user journey for tracking deliveries of orders using drones, and contacting customer support on this app. Also, we want to develop a deep understanding about how customers are currently using the product, and identify any potential pain points they may experience as they interact with the product.

Research goals

• Determine if the GLIDE app is easy to use

• Identify reasons why customers are using the app

Research questions

• What insights can we gain from user flow for customers tracking the orders they place and contacting customer service?

• How long does it take for a customer to reach the destination? 

• Do the visual elements in the app support the customers in navigating through the app?

The KPI's are:

User error rate

System Usability Scale

Time on task

Research Methodology

• Moderated Usability Study, conducted remotely with a UX designer supervising 

• Location: United States, remote (each participant will complete the study in their own home)

• Date: Sessions will take place October 28 (normal business hours) and March 29 (after hours)

• Length: Each session will last 5-10 minutes, based on a list of prompts

• Compensation: $25 gift card for participating in the study

Participants were e-commerce customers with online ordering habits in urban and suburban geographic locations within 30 miles of GLIDE drone hubs.

Two males, two females, and one nonbinary individual, between the ages of 18 and 65. One participant was a person with a visual impairment. The study was made accessible for use with a screen reader and switch device.

This method was chosen because it was a great way to observe body language and pick up on users subtle behaviors and responses. It enabled me to ask users for more information if they seem stuck or confused, and minimizes the risk of a user speeding through the tasks or questions.