Example Remote Test Script

The following test was set up and run on UserTesting.com. The script and tasks were adapted from the in-person Usability test that was run in Understanding User Needs.

The purpose of Demographic screeners Is to focus on people who have the attributes of interest:

TARGET AUDIENCE: 6 computers Users, Age 18–65+

The following screeners filter for participants who have had recent and somewhat frequent travel experiences:

SCREENER QUESTION 1: (Allow participants to select only one answer)

The last time I flew on a plane was… () I have never traveled by plane [Terminate] () More than one year ago [Terminate] () Between 6-12 months ago [Terminate] () About 3-6 months ago [Include] () Less than 3 months ago [Include] () None of the above [Terminate]

SCREENER QUESTION 2: (Allow participants to select only one answer)

Typically, I use the plane to travel about… () 1-3 times per year [Terminate] () 4-6 times per year [Include] () More than 7 times per year [Include] () None of the above [Terminate]

SCREENER QUESTION 3: (Allow participants to select multiple answers)

Within the last 6 months, which sites did you use to book flights? [] Orbitz [May] [] Expedia [May] [] Hipmunk [Terminate] [] Airline websites (United, Delta, Southwest, etc.) [May] [] Travelocity [May] [] None of the above [Include]

Participants start at the Hipmunk.com homepage:

START URL: http://www.hipmunk.com

INTRODUCTION: Imagine you are helping your manager to book upcoming travel for your team.

TASKS: 1. Describe the last trip you planned. What did you use to plan? What was your primary purpose? What was your budget? [Verbal Response]

1. What information is most important to you when you plan trips? [Verbal Response]

2. Plan a round trip from Detroit to Atlanta for your manager for under $250 from January 16, 2018 to January 19, 2018. Email the itinerary to hipmunkusertest@gmail.com.

3. Did you complete the task successfully? [Success: Yes, No]

4. Overall, this task was: [Rating Scale: Very Difficult to Very Easy]

5. Was the information provided not at all clear (1) or very clear (5)? [Rating Scale: Not at all clear to Very clear]

6. What, if any, additional information, tools, or features would have helped you to plan the flight? [Verbal Response]

7. Four people from the Chicago office want to attend a conference in New York from January 8, 2018 to January 10, 2018. What is the cheapest total price of the trip?

8. Did you complete the task successfully? [Success: Yes, No]

9. Overall, this task was: [Rating Scale: Very Difficult to Very Easy]

10. Was the information provided not at all clear (1) or very clear (5)? [Rating Scale: Not at all clear to Very clear]

11. What, if any, additional information, tools, or features would have helped you to plan the flight? [Verbal Response]

12. Your manager wants to join the Chicago team in New York (your office is in Detroit). Then, she wants to go to London for a week. Finally, she wants to return to Detroit. She plans to fly business class for the entire trip. What is the cheapest price for her trip?

13. Did you complete the task successfully? [Success: Yes, No]

14. Overall, this task was: [Rating Scale: Very Difficult to Very Easy]

15. Was the information provided not at all clear (1) or very clear (5)? [Rating Scale: Not at all clear to Very clear]

16. What, if any, additional information, tools, or features would have helped you to plan the flight? [Verbal Response]

17. What three words or phrases would you use to describe your overall experience on the site? [Written Response]

The brief questionnaire at the end of the test is not recorded; this enables participants to reflect on their entire experience and overall impression of the site and tasks.

POST-TEST QUESTIONNAIRE: – What frustrated you most about this site? What did you like the most about it? – If you had three wishes to make the experience better, what would they be? Why? – How would you describe Hipmunk to your friends and family? – Under what circumstances would you use Hipmunk?