Usability Test Script - Masterly Mobile App
Lauren Chagaris

INTRODUCTION

Hi, ___________. My name is Lauren, and I’m going to be walking you through this session today.

Before we begin, I have some information for you.

You probably already have a good idea of why we asked you here, but let me go over it again briefly. We’re asking people to try using a mobile app that we’re working on so we can see whether it works as intended. The session should take about twenty minutes.

The first thing I want to make clear right away is that wfe’re testing the app, not you. You can’t do anything wrong here. In fact, this is probably the one place today where you don’t have to worry about making mistakes.

As you use the app, I’m going to ask you as much as possible to try to think out loud: to 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.

If you become confused at any point, that’s ok! Let me know and I’ll help get you back on track. Please don’t worry that you’re going to hurt our feelings. We’re doing this to improve it, so we need to hear your honest reactions.

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 sitting next to them to help. But if you still have any questions when we’re done I’ll try to answer them then. And if you need to take a break at any point, just let me know.

I’ll start off by asking you some questions on your background and then dive into open-ended questions. But before we start...

With your permission, we’re going to record what happens on the screen and our conversation. The recording will only be used to help us figure out how to improve the app, and it won’t be seen by anyone except the people working on this project. And it helps me, because I don’t have to take as many notes.

If you wouldn’t mind, I’m going to ask you to sign a simple permission form for us. It just says that we have your permission to record you, and that the recording will only be seen by the people working on the project.

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Send them recording permission form. Wait for them to sign it.
START the SCREEN RECORDER on computer.

BACKGROUND QUESTIONS

OK. Before we look at anything, I’d like to ask you just a few quick questions.


First, what’s your occupation? What do you do all day?


What kind of mobile device (or devices) do you use, like smartphones or a tablet?


How often do learn new skills?


In the last six months, have you paid money to learn a new skill?


Have you ever learned a new skill by hiring an expert to teach you?


Which mobile apps or websites have you used or thought about using to hire an expert to teach you a new skill?



If you had the option, would you prefer to learn from someone live over video conferenceing software or do you prefer to watch videos and read books?

Why is that?

Do you ever choose to learn something based on who the expert or instructor is?

If so, how do you go about qualifying that person to make sure he or she is worth you time and/or money?


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OPEN-ENDED QUESTIONS

Thank you for answering those questions. Now, we’d like to show you the Masterly app and
start by getting your initial impressions of the app.

Spend some time looking over this home screen.

Without clicking anywhere just yet, can you tell us your first impressions? What you like and don’t like, what you think about the information displayed on the page, or any other thoughts you might have? Remember to think out loud as much as possible.

Can you tell us what you think the purpose of the app is?


Thank you. Now, we’d like to ask you to try out some activities using the Masterly app.

TASKS

I’m going to give you tasks, of which I may or may not include context. As you complete each activity, we’d like you to think out loud and tell us what you’re thinking and feeling as you
navigate through the app.


Sign up for the app and complete onboarding.


Can you think of three words to describe your experience with those tasks?


What are you first impressions of the home screen?


You were asked to relocate to Costa Rica for business and you want to learn Spanish so you feel more confident in a professional setting. Search for and browse experts, choosing one who can teach you Spanish.


Add the expert to your favorites.


You’re curious about the expert’s reviews, so you go to the reviews on her profile and read some.


You’re impressed with the reviews. You decide that it’s best to a book a call sooner than later. Book a call with the expert.


Describe what you felt when walking through that process.


Which adjectives would you use to describe that experience?


Is there anything you wish could have been different about that process? Why?


Forward one week, and you just finished your intro call with the expert. It went really well but they were five minutes late to the call. Leave a review for the expert.


What did you feel during that task? Why?

It’s dinner time and you need to start cooking your pasta. Log out of the app

Wrap-up

Okay! That’s the end of the session. Thank you so much for participating and helping us better
understand how we can improve Masterly. Before you go, do you have any other questions or
feedback for us? Do you prefer to be compensated in Reese’s Peanut Butter Cups or Air Hugs?

END