Cosm
Role
Usability Testing
Time
2 months
Team
4 members
The first ever user testing of the upcoming mobile app for Cosm, a fast growing company that is aiming to change the world of entertainment.
Goals & Milestones
Company Goals
Launch of the Cosm App
Discover events
Handles Ticketing and Food & Beverage
Personal Goals
Set up protocols for user testing
Complete 1 round of In-House testing
Complete 1 round of virtual testing
Present findings to Teams
Timeline
Research Template
Set Up
Problem / Objectives
Goals
Research File
Test
Method
Participants
Moderators
Timeline
Script
Results
Summary
Results
Bugs & Issues
Recommendations
Additional
Documents
Set Up
Goal
To evaluate the effectiveness of the seat map and the seat selection process.
Problem Space
Ticket Purchase
Seat Selection Flows
Navigating seat maps
Different seating configuration
Objective
Test successful seat selection and ticket purchase selection process
Test the intuitiveness of the seat map
Evaluate how users feel about the ticket-purchasing experience
Prototype
Pilot Test
In House
Users & Metrics
Research Method
Usability Testing
Moderated
In-person
Metrics
Successful task completion
Critical errors
Non-critical errors
Time on task
Task level satisfaction
Participants
30 years old
Software Engineer28 years old
Program Manager36 years old
Senior Director of Operations
Scenarios & Tasks
Scenario 1
Event in Dome
Hall tickets (seated) not sold Hall Pass not required
Task
You want to go to the Boston Celtics vs. Golden State Warriors game at Cosm. Get 4 tickets in the middle of the back row in the VIP section. (After completion): Can you point on the isometric map where your purchased ticket is.
Scenario 2
Event in Dome
Hall Pass required
Hall tickets (seated) not sold
Task
You want to go to the College Football Saturdays at Cosm but you’re not interested in any of the games in the Dome. Instead of getting a dome ticket, purchase 3 Hall Pass tickets so that you can enjoy the other games that will be playing throughout the day.
Scenario 3
Event in Dome
Hall Pass required
Hall tickets (seated) sold
Task
You are going to watch the Super Bowl at Cosm. Buy 2 reserved seating tickets in Row I of the 2nd floor of the Hall. (At the end): Can you point on the isometric map where your purchased ticket is.
Results
Maze Test
Virtual
Scenario & Task
Scenario
Event in Dome
Hall Pass required
Hall tickets (seated) not sold
Task
You want to go to the Ohio State vs Michigan game on the 11th of November at Cosm. Get 6 tickets in the 2nd floor VIP section of the Dome for the closest seats available to the display.
M A Z E T E S T
Prelimenary Questions
M A Z E T E S T
Report
Post Test Questions
What did you find frustrating?
“It showed me places closer to the screen but they were unable to click.”
“Finding the closest VIP seat”
“Maybe it wasn't that clear that the 1st row seats where reserved”
“The image of the seating position was dark and difficult to percieve”
What did you find enjoy?
“I liked choosing the seats on the virtual model of the venue”
"The design is nice, and it is easy to navigate”
“I like seeing the seats rendered in 3D it adds to the experience”
“I navigated through it without being able to read almost anything so I guess it's fairly intuitive”
Oppurtunities
In Person (Moderated)
Guide users when they get stuck
Answer questions that participants have
See exactly how and when they get stuck
Ask follow up questions
Virtual (Unmoderated)
Access to more participants
Quick and easy report
Features like heat mapping
Thank you!
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