Introduction

Hi ________________, my name is ________________ and I am a User Experience Designer here at Transport Canada.

We’ve asked you to participate in evaluating some new features for ________________ We’ll be asking you to perform certain tasks that may be released in the future to {________________}.

I want you to know right away that we're testing the application and not you or your abilities. You can't do anything wrong here – there are no right or wrong answers. If you find parts of the application difficult to use, so will other people and we’ll need to address that.

As you work through the task, please try to think out loud as much as possible.  Say what you’re looking at, what you’re trying to do, and what you’re thinking.  This will be a big help to us, especially since we’re not in the room with you.

Please don’t worry that you’re going to hurt our feelings.  We’re doing this to improve the site, so we need to hear your honest reactions.

There are a few people from the project team observing this session.  They are already connected to this session.  They can hear us, but we can’t hear them, and they can see what we’re doing on the screen.

With your permission, we would like to record the study today including the computer screen and what you have to say.  The recording will only be used to help us figure out how to improve the site, and it won’t be seen by anyone except the people working on this project.  It also helps me, as I don’t have to take as many notes.  Please note that no personal information will be included in the results, and today’s session will remain anonymous.

If you have any questions as we go along, just ask them.  I may not be able to answer them right away since we’re interested in how people do when they don’t have someone available to help.  Should you have any questions when we’re done, I’ll try to answer them.  If you need to take a break at any point, just let me know.

Do you have any questions before we begin?

I’m going to start the recording now.  Once more for the recording, do we have your permission to record today’s session?

Background information - Pre-test questions

Before we get started, I’d like to ask you a few background questions. As I mentioned before, these answers will remain fully anonymous.

1. What is your occupation? 

2. How long have you been working in your current occupation?

3. How many hours a week do you use a computer, the internet and email?

4. Describe a typical work day for you?

5. Do you use any particular web-based applications in your day to day work? If so, do you have any favourites? What do you particularly like about them?

6. How frequently do you interact with Transport Canada?

7. What method do you typically use to interact with Transport Canada? Web, Email, Phone, Paper?

Tasks

We are going to look at a few tasks today.  As much as possible, it will help us if you can try to think out loud as you go along.  Let’s begin.

Task #1 - {Task summary}

Debriefing

Note: As time permits and depends on previous comments & questions asked during the session.

• How would you describe your overall experience?

• What did you like the most about using this product?

• What did you like the least?

• What, if anything, surprised you about the experience?

• What, if anything, caused you frustration?

If you’ll excuse me for a minute, I’m just going to see if the observers have any follow-up questions they’d like me to ask you.

Do you have any questions for me now that we’re done? 

Conclusion

Thank you for your participation today – it was very helpful.   Should we have any follow-up questions, can we contact you again?