For this project I used in the wild testing riding the trains of Copenhagen, to emulate real life use of an app.
Is it easy to find, buy, and use a gift card?
How well does the product fare when used in real life situations?
Is customer service helpful?
Observe 4 test participants in their home environment for 2 nights while they buy gift cards, and redeemed them in a restaurant
Call customer service, pretending to be different customer personas with a unique problem
Present the test participants with the system and ask them to perform a number of tasks while they talk out loud about their experiences.
The most time consuming part of this test was involving the many test participants. I had interviews with one group, and followed another group over 2 days while they ordered and redeemed the gift cards.
Make sure to schedule enought time for both testing with your test participants, and for reporting on their experiences. Qualitative data must be analyzed and broken down in a way that allows the customer to understand their needs and problems in just a few pages.
- UserZoom has a detailed article on in the wild testing.
- I made a blogpost shortly after I finished the case that you can read here.
- I also made another blogpost about how I approached testing the company’s customer service