Lisa Nian Liu
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Leasing App User Test

I ran an unmoderated user testing on the existing quote workflow on an online leasing application that I had previously designed for. There were some parts that I wasn’t 100% sure about so I set about finding out what really worked and what didn’t.

Download deck here.

Goal: test comprehension and intuitiveness of the existing quote flow in the leasing application.

Goal: test comprehension and intuitiveness of the existing quote flow in the leasing application.

I gathered user feedback on going through the flow, calculated the current conversion rate, and experimented with hypothetical solutions to increase the conversion rate.

Users were randomly sorted into 2 paths: the Current Path and the Experimental Path.

Users were randomly sorted into 2 paths: the Current Path and the Experimental Path.

Each path performed the same tasks with a different prototype.

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Conversion Rates: 14% success on Current Path and 36% on Experimental Path.

Conversion Rates: 14% success on Current Path and 36% on Experimental Path.

I evaluated each user’s performance and assigned them a score from 1 to 5 ( ‘1’ meaning they did not accomplish the task at all, and ‘5’ meaning they accomplished it with ease) and calculated the average which was 2.53 — this meant that the average user struggled and did not accomplish the task.

Detailed findings on %'s of users performing or not performing X action and/or experiencing confusion became action-oriented recommendations for the product team.

Detailed findings on %'s of users performing or not performing X action and/or experiencing confusion became action-oriented recommendations for the product team.

I noted repeated occurrences of actions, stumbling blocks, and phrases said by users, and crunched them into %’s via good old Excel.

A robust Appendix rounded out the presentation, chock-full of frustrated user quotes and detailed statistics gleaned from UserZoom.

A robust Appendix rounded out the presentation, chock-full of frustrated user quotes and detailed statistics gleaned from UserZoom.

(just in case anyone needed any more convincing)

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