1.0 USER EXPERIENCE (UX)
User Experience (UX) is the feeling of users after using a product, system or service. A web site that can let users feel they get the values and motivation from the web sites, it also the user experience. User Experience (UX) can be the user’s overall satisfaction level after using a product, system or service. A web sites function in efficiency or effectiveness way is also the user experience. User experience will changes overtime as the circumstances change, so user experience is dynamic.
By using different ways to look about user experience, it can divide to internal and external way. From the internal way of User experience, it can be experiential, affective, meaningful and valuable. It more related to aspects of human-computer interaction and product ownership. From the external way of user experience can be utility, ease of use or efficiency of the system. It is related to person’s perceptions of the practical aspects.
User experience is about feelings of users and thoughts about a product, system or service, so it is subjective in nature. An example for internal way of user experience, we can use the user’s feeling of the web sites. So, that mean when it is a good experience for the users, they will happy and come again to visit the web sites. If it is a bad experience for the users, then they won’t come back to the web sites anymore. Users will suggest the good experience of the web sites to their friends and also tell their friends don’t go to the worse web sites. In this generation, just need a few times, a lot of information can know by anyone in any place.
get the information they want and try to improve their service. From the question, how it works, company can often make the difference between a successful product and a failure. From a product, system or service, people can know that how a product, system or service does it work, what it does, so that users can be easy to use them.
2.0 SUMMARY OF WEBSITE TESTING 2.1 Summary of Amazon.com
The summary below shows the result of testing on the website amazon.com. There are 5 testers in total who involve in this testing process. All the testers were required to purchase a hp laptop from amazon.com.
The logo is easy to capture customer’s attention. Amazon shows the latest product in the market and setting up different discount to attract their potential customers. The homepage of Amazon showing many happening promotion, this might make visitors feel interest to click in and look for more information.
The amazon.com provides two searching ways for the visitors who interested to purchase from their website, one is using the searching engine on their homepage. Visitors just need to fill in the key word of the searching products; the system will list out the related products in a short time. Another ways is search from the categories link provided by the website. In this case, all testers able to find the product they interested in. The Amazon did provide an easy navigation and searching tools for their users.
On the information part, Amazon did provide detail information of product, even the specification of the product, comparison to other similar product or the technical details was listed out in details and present in a table form. All the testers felt that the information provided is clearly and quite detail enough. We conclude that Amazon has a strong readability for its users.
the common security protection by knowing information of users on most of the website.
In the other hand, Amazon did provide a return policy for their users. All the return or any terms and condition were clearly stated in the “Return are Easy” policy. The return process is quite easy to follow, users only have to do according to the instruction provided and ship back to Amazon, Amazon promised will make a refund or replacement within 30 days. The policies are stated clearly and Amazon was the pioneer in the market, therefore all the testers felt that the website was trusty and reliable.
Some of the testers were willing to purchase from the Amazon due to the ease, reliability, and high trusty of the website. Sometimes the price of product selling online is cheaper than products selling in outlet store. In the other hand, some testers were not willing to make a purchase from the online website, they are more willing to purchase in the branding outlet store or website instead of using Amazon.com.
2.2 Summary of Lazada.com
There are 5 testers who never visit to Lazada.com and test for the website are required to access into Lazada.com and purchase a Nikon DSLR camera. After viewed all their testing video, we can summarize the UX of Lazada.com as below:
Most of the testers tend to attracted by its logo as well as the advertisement space placed in the middle of the web page, and this show a potential advertising method which very effective on promoting and advertising products.
an excellent job in term of ease of navigation at their web site. Users can easily find items they desired without being lost while accessing their web site. Lazada also provide a precise description on product. Another interesting part is when testers pointed on the product photo, it automatically zoom into it and allows customers to have an even clearer and nearer view on the product.
When testers proceed to the payment, there are no any difficulties in understanding the payment method. Lazada also stated clearly on product original price and discounted price before proceed to final payment. Plus it estimated a delivery date for customers too which customer can estimate when the product will be delivered instead of waiting blindly. Shipping fee will be charged only if there's some special condition and the fee are all stated clearly. Customers feel secure to purchase at Lazada.com as they accept return. Lazada provides conveniences to customer even during return process. They will pick up the items at customer house by GD Express people (partner of Lazada) if there is faulty in delivery. All the details mentioned above were clearly stated in the user policies. However, the only difficulty that one of the testers faced is the small font size which created some problems when read through the payment methods and policies. Lazada can improve it by using slightly bigger fonts.
2.3 Summary of Moresales.com
There are 5 testers who never visit and purchase from the moresales.com before participate in this testing session. They were required to purchase a Nikon DSLR camera form the website. Below is the comment of their experience on using the website.
MoreSales.com hardly to capture testers attention when they doing UX testing on their website testers show low first impression on the website due to plain design. The only things that might capture tester’s attention would be the photo of the products, mostly electronic products which is quite common.
details of products also incomplete in this case, the description of function of the product was too simple and there have no any info about the status of the product whether it is used or new.
Testers are searching for same products without using 'SEARCH' function. Most testers found difficulties to find due to there are many title details in category list which tester has to read through and it takes a little bit of time to look for the right category. The results showed the same as previous search. Also, the category is not well-organized. There are so much of details with small fonts which customers hardly to read it. . The only good things that tester found is all the price are all listed with Ringgit Malaysia which easier to view by local customers and they do not have to convert it from other currencies.
In the other hand, testers encountered some difficulties when proceeds to payment process. The steps of payment are too many and not straight forward enough. Testers can't understand it quickly as they have to consume some time to read through every step and those small little fonts are really killing their eyes. In addition, the instructions of payment are not really clear and attractive. For those who don't have enough of patient might just walk away. The structure of payment process is not professional enough to convince testers and also customers.
Unfortunately, all testers show no interest to purchase at MoreSales.com due to limited choices of products. Most testers rather visit to retail shop which selling a specific product as retailers is more professional and trustworthy. The overall experiences for most testers are bad.
2.4 Summary of Lelong.com
The first impression given by the tester is the webpage is colorful and full of picture of products. Those photos, advertisement of promotion, and some others advertisement were successfully capture tester’s attention. Besides that, testers also very sensitive to those picture and slide which showing discount.
category, the laptops product wasn’t on the top of search result when go into the computer category. On the other hand, the detail of the results on the search result page was not clear and not details enough due to the limit of length of the description. Testers can get picture and little information on the first page. On the rating part on ease of navigation, the website has two opposite comment and feedback. Testers who can found the interested product easily have given a good comment. The contents contain many others products which not related, for example: most of the results were computer accessories on the link “computer” provided in the homepage.
On the product details part, the website do provide most of the details which testers looking for except the duration of postage. The details duration of postage was the common information which can’t found by all testers. However, some of the information of product like the laptop description was stated at the most below part of the webpage, and the design and decoration of the information had brought many reading problems to our testers. The font size of the information is very big and caused only part of the information were able to read on the page, the usability and readability of the information are quite low in this case. The information doesn’t include the status and picture of the product, testers unable to know whether the product is new or used, information given was not enough to do comparison between products and website.
The Lelong.com doesn’t provide the refund policy. They only provide a return policy on those electrical products with the condition which the defection was occur during the postage process. Besides that, buyers have to bear the cost on returning faulty products to owner at buyers’ expenses although this isn’t the buyers faulty. Those cheats, fraud and scam product will not get any warranty from Lelong.com, all these term and conditions have clearly stated in the user agreement of the website. In this case, all the testers had lost confident to the website due to the lack of buyers benefit. The creditability of the website was unsatisfied due to the lack of user’s protection. If this isn’t a testing, all of the testers stated that they were not willing to deal with the Lelong.com. They will choose HP.com instead of using Lelong.com (if the product interested is hp brand)
3.0 STRATEGY AND ACTION POINTS TO RECRUIT MORE TESTERS 3.1 University Approach
To approach the young generation who between eighteen to twenty four years old and different nationality join Netizen to be a tester, Netizen can try to approach from University. Most of the university students are interesting to look for extra money in the ways which can utilize their free time in university. Netizen is just requiring the tester using a laptop, mic, and internet connection to do the test. In the view of student, this is a good and convenient way for them to look for extra money. Netizen can hold different event such as: Employer project, talk, booth and etc to attract the tester who join the Netizen to become a tester. Besides that, Netizen can provide scholarship, internship and other benefit to the student and require them to be a tester. 3.2 Tester Exchange Program
To approach more working adults join Netizen to be a tester, Netizen can introduce the University Exchange Program in local and oversea university. Netizen can provide different offer to local and oversea university such as: sponsorship, discount on their testing service and etc to require University’s management allocate their staff to participate the testing. This group of working adult who is knowledgeable and the quality of the testing can be guarantee and informative for the employer. We estimate the program can approach the working adults who are 25 until 55 years old.
3.3 Free Gift
For some adult or youth who are gaining stable income might not satisfy with the paid, Netizen can approach their client to sponsor or service exchange for some free gift such as tester, coupon, and etc. Netizen can use the free gift as an extra compensation for their tester. Such as Female tester will feel interesting with the cosmetics product. Thus, Netizen can post a recruitment message with the free gift’s information in their webpage, social network to attract more potential user to become Netizen’s tester.
3.4 Different Wages
education background or working position). We recommend the different of the wages is not over USD1 as the purpose of differ the wages is encourage the intern tester do well in their testing and become the regular tester. Besides that, high wages can attract more working adult who is high education background and high position in the work place to become the NT’s tester. Reduce the pay of the intern tester can cover the high pay of the knowledgeable working adult. To differ the group of tester might come out with different questions:
Who is the Intern tester?
They are 1st recruit by the NT. NT need to evaluate their performance to justify do they suitable to become their regular tester or resign them.
How to evaluate the intern tester to ensure they are qualified to become NT’s regular tester?
Based on the evaluation result of the employer who rate for the tester during the testing. NT has to establish their own upgrade system for their tester. To ensure the system and regulation is fair to every tester, every tester need to be informed of their evaluation result.
How to justify the knowledgeable tester?
The tester needs to summit their personal information to proof their education qualification (at least degree level) and working position.
The table of comparison is showing below:
3.5 Joker Concept
4.0 From Visitor to Tester 4.1 How to be a Tester?
It is a big question for visitor who interested to be tester. There is no clear direction on how the sign up as a tester in the home page. The first thing we look at the homepage, we might click into 'Our Tester' to check out more information on how to be a tester. The heading of the button mislead the visitor.
The icon which lead to more information on how to be a tester is at the bottom of the page. The icon color is in black and grey and very hard to be seen, it is not attractive and eyes catching. Visitor might do not notice about it.
Now, we click into 'Join us as tester now!'. A Tester sign up page show up, blank space for the visitor to fill up their details. Well, it is simple and short which easy for the visitor to fill up. However, the space used up for the sign up is only the left side. This page is not fully utilize. More graphics can add in to spice up the page.
4.2 Test Process
The first thing a tester have to do is go to Netizen website and login with their email address and password. Job available will be shown then. The design of the platform is too boring. No instruction is given on what to do next. For a tester, URL seems to be a technical, the word website will be more suitable.
We created a new icon for Netizen Testing. It helps the page look more friendly and not only wordings. A process line is added in to show the tester where he is and how many steps more to complete the task. Colors added in make the page more alive.
The following step will bring us to the test details. The original test details only present in black and white and with wordings which make the page serious and no life. We have edited the page shown in below, process line and speaking icon.
After understanding all the details, the tester will have to proceed to mic testing. The original design of the page is as following. The wording 'Please Complete the test within 24 hours' sounds like commanding, which is not user friendly. The design too plain and no creativity.
Origin al
The edited page with the new icon doing the mic testing, it is more alive compare to only wording. A process line of cause cannot be ignored.
After the mic test, the tester will be able to hear whether the sound is loud enough. Then, a warm reminding by the icon to tester of close other websites before he start the test. This can make sure the tester privacy will not be captured to the recorder.
The presentation of the test survey is very simple and the big column give tester an impression of there are still many things to be completed. Picture can add in as background to make it more attractive and interesting. The blank can change to multiple choice or grid type for the tester to answer.
5.0 HOW TO IMPROVE E-SERVICES 5.1 Improvement of NT platform
NT platform is the major tool that used to test out the websites and also one of the major e-services offered by NetizenTesting. However , there are some weaknesses we found in the platform. Improvements have to be done in order to provide excellent services.
5.1.1 Uploading error
tester can't upload the file, they can re-log in their account, browse their video in the C drive to upload again.
5.1.2. Back to previous instruction? Redo all over again?
Some of the tester found that it is impossible for them to back to previous instruction and test for it. Testers are fresh tester in testing video, some of them think they missed out something to comment in the previous instruction. So they prefer back to previous steps and do it nicely. However, they have to continue the task till the end and redo over again. Some tester might just skip the things he/she missed out and keep on doing the test. It's bad for NetizenTesting because they might lose out some of the useful comment and ideas.
5.2 Customer Services
5.2.1. Live Chat or Off Chat?
After we visit NetizenTesting website, we found that NT provided live chat which used to interact with public, testers, potential clients and so on to clear their doubts on NT services. However, the live chat like 'living without a soul'. Live chat but seldom online. Visitors, potential customers, testers might faced problems when visit through NT website and they might in trouble to clear their doubts. Thus, NT seems failed to offer a better customer services.
NetizenTesting should allocate manpower who always stay online, prepare himself/herself to help customer and testers. Instead of offering help through live chat, NT can fully utilize on social media as a platform for advertising and customer services. For example, Facebook, Twitter, Google+, LinkedIn and others. Online consultation also can be done through Google + which can have a online seminar or chatting with numbers of people.
5.2.2. Better understanding on your services
We recommend NT to have at least 4 videos: 1. Business introducing Video
2. FAQ video
3. 'How to apply as tester?' video 4. 'How to start Website Testing?' video
5.3 Social Media
Assigning one or two manpower to keep an eye on social media platform is needed. One person in charge of social media network to post up status, news, article can connects with hundreds, thousands and even more people out there. This is one of the effective way to bring up company awareness and boost sales. With large traffic, potential clients might aware of your services and it is more convincing when people are talking about you! From here, NT can update the current business activities, news, services offered, promoting company and also look for testers from different kind of backgrounds instead of looking for them by offline which is more difficult.
5.4 Web Design
Website is the 1st place that public, customers and testers to know more about you. We think NetizenTesting should really fully overhaul their official website. We found that there are too much of similarities in web page layouts, webpage details between NetizenTesting and UserTesting, for examples website homepage design, pricing, FAQ, Blog and so on!
5.4.2 Client and How it Works Netizen Testing
User Testing
5.4.4 Sign up & Pricing Netizen Testing
User Testing
We recommend Netizen Testing to change the webpage to be more attractive. Mostly using black colour as background, inserting more photos, icons and most importantly videos. Here are few sample webpage designs that can be referred.
www.blitzagency.com
Case Study Cost of a Tester
By sponsoring Social Board RM1000, Netizen able to reach out to:
Facebook Website People
INTI IU Faculty of Business, Communications and Law
The cost to get one successful tester will be: RM1000/93= RM10.75
Additional Benefits:
Company’s logo will be publicized on:
Event Flyers
Event Booklet (Half page in black and white)
Official Event Booth
Social Board Notice Board
Event Slides
Event Photos -Facebook: Social Board
Official Event Page -Facebook: Social Board A souvenir of appreciation will be given.
An appreciation certificate will be given.
Conduct company's survey in campus (20 participants)
Open booth at INTI International University’s Bakery Concourse (2 days) Increase Company's Page Like (300 likes)
Invitation to Event as VIP
User experience is rather important for companies especially for those involved in E-commerce sites which offer products and services. It is important for a company to investigate on how users actually feel after they used the company products or associated with the company for example visiting company website for information or make purchase through company's website. But how can they find out to improve company website and increase user experiences?
Netizen Testing is a company that provides website testing, identify user experiences of the website then provide you an analysis on how can you improve the sites. We think the selling point of NT indeed an attractive and creative idea which is something 'NEW' in our local market. Everyone is talking about online, globalization, internet, social media network and etc. So do the company! There are lots company utilizing the internet as a platform for start up business and retailing and the numbers is increasing. SMEs (Small Medium Enterprises) definitely a very potential group of customers for Netizen Testing as they are lack of experiences on how to handle their website, how to improve their websites to make it an outstanding one and some "Do's & Don't" when setting up a web sites.
Not only SMEs, but even some large corporation might neglected the important of a websites. Websites nowadays are not only for updating information and news but a competitive business tools for an enterprises to withstand in the market with keen competition. Also, even an enterprises is so well-experiences in their market, doesn't mean all their activities are perfect. For examples, as are results of testing out the websites of Amazon.com and other local websites like Lazada.com, we found Amazon.com is not something that unbeatable or undefeatable. Local company or smaller company still obtaining high chance to compete with BIG firms out there. And here's how NT can attract customers which is by consulting their clients to improve their sites form a poor design and layout into a competitive one.
ideas from us that hope in helping NT to recruit working adults tester in a more efficient way. Well, another interesting concept would be "Joker" concept which emphasizes how NT can keep all those who is quality tester. "If you are good in something, don't do it for FREE".
Also, we have shown some of the possible changes that NT might apply on their platform and website. Some cool new features suggestions have been given in 'How to improve NT Platform'. It is all inspired by the problem we faced when testing out the website using NT platform. Also, some ideas on how to improve social media of NT and web design have been given within the report as well. Major overhaul of Netizen Testing website have to be done in order to attract people and increase their credibility.
