I set the stakeholder a task to find the laptop that has the biggest memory (RAM) from the Inspiron laptop range on http://www.dell.co.uk/.
This task will enable me to see how easy it is for the user to view the laptops and what help dell provide for their users.

1. What were you hoping to learn?

How the users navigate the website.
What the users are looking for when searching for a specific product.
How users will compare products.

2. What did you do to prepare?

I took my laptop into UWE and asked people from within the canteen if they would like to take part in a requirements gathering investigation. I then asked them to say everything that they are thinking.

I attempted the tasks myself so that I knew it was possible, and the correct route the user should take to get to the correct laptops.

3. How did you capture the information?

I took a notepad and pen and recorded notes on what steps they took and what they were saying.

4. Did the activity go according to plan?

Yes. It gave me good insights into the way people who are unfamiliar with the dell.co.uk website use it. What they look for and how long they are willing to be looking at products for.

However I did have a problem with the note taking as the speed at which people scan a page and click the next link was quicker than I could make notes in some cases. This meant that some of the data was lost.

5. What would you do differently next time?

Next time I would take a Dictaphone to record what the stakeholder was saying. As recording everything they say and their navigation was very difficult.

By having a Dictaphone they would also be more willing to voice their opinions.

6. What did you find out? Facts not analysis at this stage.

• People like search boxes, It was often the first item on a page that they would look for.
• Most people didn’t spot the compare functionality
• Those that did were able to complete the task quickly
• Those that didn’t often gave up

7. Any surprises?

Only 3/7 of people were able to complete the task.
5/7 people used the search box for inspiron
2/2 people who didn’t use the search box completed the task
Only 1/5 people who used the search box completed the task
Everyone looked for a way of comparing the products

8. Was this the best way to elicit this type of information? Alternatives techniques?

I feel that the method used was a good idea; however the way it was carried out wasn’t particularly good. Instead of taking notes with pen and paper a camera would have been better. If it could be conducted properly then that would have made the data even better. So if the camera could be hooked up to a different room so that someone can make notes and evaluate the data, whilst myself or another person carried out the questions with the user. By having it in a separate room, the user would also be in the correct mind frame to answer the questions, or openly talk about what they are thinking when decision making. It would also make a video that can later be reviewed.

If the equipment is available, eye-tracking could also be very use to help see why people are making the decisions.

9. Is your data reliable and valid?

The data is reasonably valid. The data could be lacking due to only getting data from seven people, however the data gathered from these people is very useful. I used seven people as this was recommended by CX Partners at a conference. This was also based on the book “don’t make me think” by Steve Krug, who recommends using one session with three people, to then go and develop or make any changes, then do another with three people.
The data isn’t completely reliable as the users are not in the environment they would normally shop for a laptop from. Some of the stakeholders also had their friends or colleagues around them, this could have meant that they didn’t say out loud everything they were looking for from fear of being seen as being silly.