Folio --- user research project
Project: Folio
My role: UX designer
Other team members I worked with:
My role: UX designer
Other team members I worked with:
Lisa, Sr. Vice President, Operations and Support
Bob, Project manager
Tools: Post-it, Pencil & paper, Phone, Microsoft Word
Date: 2019
Overview: This project is a user research project that investigated the user’s behavior when the user uses the Folio of the RAIL device. Then I provided recommendations to the project manager.
Date: 2019
Overview: This project is a user research project that investigated the user’s behavior when the user uses the Folio of the RAIL device. Then I provided recommendations to the project manager.
Problem statement
Bob received reports from the support team about how there were many damaged Folio Devices in the field. Bob wanted me to investigate user behavior to determine the way in which Folio damage occurs and come up with solutions to improve Folio’s usability and prevent costly replacements.
Usability tests in the company
I carefully chose 8 testers (not familiar with RAIL and Folio) from among my officemates and conducted usability tests to figure out how user behavior damaged the Folio.
RAIL's usability without Folio
User behavior (hand position) on RAIL (62 cases in total ) -- Left hand
43.5% cases hold the middle left side;
3.2% cases hold the lower left corner;
1.6% cases hold the back of the RAiL fully.
User behavior (hand position) on RAIL ( 62 cases in total ) -- right hand
27.4% cases hold the middle of the right side;
2% hold the underside of the RAIL fully (with Folio).
RAIL's usability with Folio
User behavior (hand position) on RAIL with Folio (30 cases in total)
73.3% cases put their left thumb on the lower corner of the Folio;
16.6% cases hold the underside of the RAIL with left-hand fully;
3% cases hold the left side of Folio with left-hand;
16.6% cases hold the middle right side of RAIL with right-hand.
User behavior (on table position) on RAIL with Folio (54 cases in total)
46.2% cases left-hand on the Folio;
5.6% cases left-hand holds the lower corner of the Folio;
1.9% cases right-hand holds the RAIL.
User observation in the restaurants nationwide
Lisa helped me set up a field study (user observation) in restaurants nationwide with her support team. I created guidance materials for user observation. When a technician from the support team installed RAIL Charging Stations or fixed hardware problems in restaurants, he could collect data according to user observation checklists and return the data to me.
Field study for 55 guests in the restaurants
Participated restaurants:
•Fogo de chao Bellevue, 3/11, 2019, 1 guest
•Primanti Bros, 3/13,2019, 16 guests
•Alavita, 5/6, 2019, 3 guests
•Fork, 5/6, 2019, 3 guests
•Fogo de chao Bellevue, 3/8,2019, 3 guests
47% or 26 guests put RAIL with Folio on the table during the whole payment process;
40% or 22 guests hold RAIL with Folio during the whole payment process;
13% or 7 guests hold RAIL with Folio and put RAIL with Folio on the table, alternating throughout the payment process.
Holding position in 29 guests who hold the RAIL with Folio:
66% guests open the Folio and hold them up;
24% guests hold Folio like a book;
7% guests used Folio naturally by letting the cover fall open a 45 degree against the left arm that was supporting the RAIL;
3% guests hold Folio cover open with left hand while RAIL was placed flat against the table.
Online competitors research
Mobile payment device
Payment device
Association
User analysis
Follow the design standards of cover for smartphones and tablets.
User behavior on a smartphone or a tablet
Left hand
Right hand
On the table
Both hands
Flip cover on a phone or tablet
Wallet or flip cover
Flip cover with stand
Flip cover
Flip cover for tablet
Recommendation
Reflection
User observation and usability tests are important elements in the problem-solving process. User observation and usability tests can help UX Designers figure out the user’s pain-points, then come up with solutions to ease the user’s pain-points and improve the user experience of our products.
