Contents · categories: soft drinks, diet soft drinks, water, juices and smoothies, and energy...

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N00100104 Contents Introduction ............................................................................................................................................ 1 Requirements Gathering......................................................................................................................... 2 Ordering a Drink- What Would You Want?’ Questionnaire .............................................................. 2 Use Case Diagram ............................................................................................................................... 5 Functional Requirements .................................................................................................................... 7 User Definition ........................................................................................................................................ 8 Personae ............................................................................................................................................. 8 Design Goals........................................................................................................................................ 9 Outline Designs ..................................................................................................................................... 10 Design Principles ............................................................................................................................... 10 Original Designs ................................................................................................................................ 11 User Feedback....................................................................................................................................... 12 Final Design Post-User Feedback ...................................................................................................... 13 Justifications.......................................................................................................................................... 14 Requirements Gathering ................................................................................................................... 14 User Definitions ................................................................................................................................. 14 User Feedback ................................................................................................................................... 14 Design Principles ............................................................................................................................... 14 Nielsen’s 10 Usability Heuristics Applied .......................................................................................... 15 Conclusion ............................................................................................................................................. 20 References ............................................................................................................................................ 21 Appendices............................................................................................................................................ 22 Appendix A ........................................................................................................................................ 22 Appendix B ........................................................................................................................................ 23 Introduction This report focuses on the draft design for Acme Beverages’ new online drinks ordering service, to provide hot and cold beverages during breaks to office staff. My aims for this report is to demonstrate aptitude for interaction design and design reasoning, while exhibiting my ability to provide clear, persuasive reasoning, a strong understanding of the users’ needs, and a solution that demonstrates good design and usability principles. I will also conduct an analysis of key requirements this online drinks ordering service should have, considering the users’ needs carefully, and how these key requirements are best incorporated and implemented through my design. 1

Transcript of Contents · categories: soft drinks, diet soft drinks, water, juices and smoothies, and energy...

Page 1: Contents · categories: soft drinks, diet soft drinks, water, juices and smoothies, and energy drinks (see Figure 1 for percentage breakdown). It was also determined that the times

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Contents Introduction ............................................................................................................................................ 1

Requirements Gathering ......................................................................................................................... 2

‘Ordering a Drink- What Would You Want?’ Questionnaire .............................................................. 2

Use Case Diagram ............................................................................................................................... 5

Functional Requirements .................................................................................................................... 7

User Definition ........................................................................................................................................ 8

Personae ............................................................................................................................................. 8

Design Goals ........................................................................................................................................ 9

Outline Designs ..................................................................................................................................... 10

Design Principles ............................................................................................................................... 10

Original Designs ................................................................................................................................ 11

User Feedback ....................................................................................................................................... 12

Final Design Post-User Feedback ...................................................................................................... 13

Justifications.......................................................................................................................................... 14

Requirements Gathering ................................................................................................................... 14

User Definitions ................................................................................................................................. 14

User Feedback ................................................................................................................................... 14

Design Principles ............................................................................................................................... 14

Nielsen’s 10 Usability Heuristics Applied .......................................................................................... 15

Conclusion ............................................................................................................................................. 20

References ............................................................................................................................................ 21

Appendices ............................................................................................................................................ 22

Appendix A ........................................................................................................................................ 22

Appendix B ........................................................................................................................................ 23

Introduction This report focuses on the draft design for Acme Beverages’ new online drinks ordering service, to provide hot and cold beverages during breaks to office staff. My aims for this report is to demonstrate aptitude for interaction design and design reasoning, while exhibiting my ability to provide clear, persuasive reasoning, a strong understanding of the users’ needs, and a solution that demonstrates good design and usability principles. I will also conduct an analysis of key requirements this online drinks ordering service should have, considering the users’ needs carefully, and how these key requirements are best incorporated and implemented through my design.

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Requirements Gathering ‘Ordering a Drink- What Would You Want?’ Questionnaire As part of the initial requirements gathering, I thought it would be important and useful to construct a brief 10-item questionnaire (see Appendix A), asking users about what kind of cold/hot drinks they consume, at what time of the day, any ‘extras’ they would want available with drinks, and preference for a delivery or pick-up system and payment methods. Based on the questionnaire, it was decided that ‘cold drinks’ would be divided into the following categories: soft drinks, diet soft drinks, water, juices and smoothies, and energy drinks (see Figure 1 for percentage breakdown). It was also determined that the times users were most likely to consume a cold drink were between 12-1pm, 2-3pm, and 3-4pm (see Figure 2 for all times).

Figure 1: Percentage breakdown of cold drinks suggested by users.

Figure 2: Times users are most likely to consume a cold drink.

Once again, based on the questionnaire, hot drinks were divided into the following categories: hot chocolate, tea (regular), coffee (regular or decaf), speciality teas (herbal, green, peppermint etc.), and speciality coffees (latte, cappuccino, mocha etc.) [See Figure 3 for percentage breakdown]. The

26% 14%

15%

15%

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Cold Drinks Suggested by Users

Soft Drinks Diet Soft Drinks Water Juice

Smoothies Energy Drinks Alcohol Milk

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Hours Users Consume Cold Drinks

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times users were most likely to consume a hot drink were between 9-10am and 4-5pm (see Figure 4 for all times).

Figure 3: Percentage breakdown of hot drinks suggested by users.

Figure 4: Times users are most likely to consume a hot drink.

It was also important for users to be able to add ‘extras’ to their drinks. Based on the questionnaire, all suggested extras were implemented to be included in the ‘extras’ option (see Figure 5 for list of ‘extras’).

24%

24% 21%

10% 21%

Hot Drinks Suggested by Users

Hot Chocolate Tea Coffee

Specialty Teas Specialty Coffees

012345

Hours Users Consume Hot Drinks

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Figure 5: Most common drink ‘extras’ suggested by users.

After determining what kinds of drinks to include and whether time was an issue for having a beverage service (no issue was found because all times were selected by users), it was important to determine what kind of system users would look upon more favourably, a sole delivery system or pick-up system, or a combination of the two. Unsurprisingly, a majority selected the combined system, however it was a surprise that no user wanted a sole pick-up service (see Figure 6 for percentage breakdown).

Figure 6: Percentage breakdown of users’ preference for system for receiving drinks.

Although users were given 8 options for payment, only four options were ever selected (see Figure 7 for percentage breakdown). The options that were not selected by any users included the balance being added to a tab and paid every Monday, the balance being added to a tab and paid every first Monday of the month, the balance being added to a tab and paid every last Friday of the month, and payment with a credit card machine upon delivery/at pick-up. As a result of these findings, users should be given these options to choose from as part of the design of the interface and website. Options may include pay cash, pay by credit card, add to my tab, and change my payment option for those who want it taken off their paycheck or want to start a tab system.

0 1 2 3 4 5

Whipped CreamStrawSugar

MilkMarshmallows

CinnamonChocolate Powder

SweetenerIce

Chocolate Sprinkles

Drink "Extras" Suggested by Users

Delivery 14%

Pick Up 0%

Pick Up & Delivery

86%

Ideal System for Receiving Drinks

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Figure 7: Percentage breakdown of users’ preferred payment options.

Use Case Diagram A use case diagram was created to show how different users can access and use the website (see Figure 8). I decided to have two types of employees to show how the website could be used for different objectives. I created the ordinary staff user and the senior staff member, and the admin of the website. Unlike the staff user, the senior staff user can not register because when you are a senior staff member you are logged into the system by the admin, and you receive free drinks so payment is added to their tab and it is paid for by the company. Otherwise the staff member and senior staff member share the same options in the use case. The admin has the ability to update the drinks, e.g., add another soft drink or remove a juice if it is out of stock, register senior staff, edit the layout of the website, and update the payment options.

29%

43%

14% 14%

Preferred Payment Option

Credit Card Online

Cash upon Delivery/atPickup

Balance Added to TabWeekly (paid on Friday)

Balance Taken OffPaycheck

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Acme Beverages Website

Staff User

Admin

Senior Staff User

Login

Select Hot or ColdDrink

Select Category

Select Drink Select Extra(s)

Select Delivery orPick-up

Select Time

Edit Order

Delete Order

Order Drink

Select Payment

Send Order

Add New Drinks

Add New Categories

Update Drinks

Add Extras

Update PaymentOptions

Register SeniorStaff

Register

Edit Layout

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«uses»

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«extends»«extends»

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Figure 8: Use case diagram for Acme beverages website for staff user, senior staff user, and admin.

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Functional Requirements

Software Features Only the admin will be able to update the software, i.e., when new drinks become available or are out of stock the admin will insert or remove the corresponding drinks. The admin can also change the layout of the menu, register senior staff members for free drinks, and update payment options. Ordering Drinks Both types of user, regular and senior staff, will have access to ordering drinks on the website. They may select any amount of drinks. They may edit their order or delete items from the summary table in the top right corner of the page. Reviewing the order Users will be shown their order on the ‘ordering page’ and on the payment page to ensure that it is correct. They are able to edit or delete items through this summary table. After completing payment, again they will be shown what they ordered, when it is to be delivered/collected and at what time, the payment option selected, and the total price. Help If the user has incorrectly entered a password or login ID they are informed with a text box and asked to try again. If the user enters a login ID and password and is brought to the page belonging to another staff member they can select the option to return to the homepage and enter their details again.

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User Definition Based on requirements gathering, the following 4 personae were created. Based on these personae, individual design goals were established. Personae

1. Amy Sex: Female Age: 36 years old Time with Company: 10 years Background: Amy has two young children who she picks up from school at 3.30pm every week day. Because she must leave work early she works extra hard while she is in work. This means that she regularly works through breaks, and even lunch sometimes. The only time she takes a break from work is when she feels tired, and she needs a coffee. She recently decided to cut back on her caffeine intake so prefers decaf coffee and low-fat milk. Unfortunately, the company only provides regularly coffee or regular tea. When she has the time, Amy will walk to the nearby newsagents and order her decaf coffee with low-fat milk. Typically, she does not have the time to do this. Design goal(s): Include healthier options for hot drinks, such as low-fat milk and decaf coffee, and make the design quick and simple to use so that it does not take up time from working.

2. Chris Sex: Male Age: 24 years old Time with Company: 1 year Background: Chris is new to the company and is very much enjoying his time working so far. He only graduated last year, and went straight into the company. He finds the long hours sitting down difficult, and regularly goes for walks during breaks and lunch time. He is very physically active outside of work, and regularly goes to the gym at 9pm. He is must tired in the mornings, and after eating his lunch. He will typically have a coffee in the morning, and a redbull in the afternoon, however he would like to drink more healthy and natural drinks, such as smoothies and juices. Design goal(s): Include fresh, healthy cold drinks for those more health conscious.

3. Steven Sex: Male Age: 40 years old Time with Company: 12 years Background: Steven has recently been promoted in the company and is excited about the new possibilities of work. He is married, has 3 children, and his wife is currently pregnant with their fourth child. He is addicted to coffee, and drinks approximately 6 cups of espresso during work hours. He must walk to the local newsagents each time he wants an espresso. He has considered purchasing an espresso machine to set up beside his desk in work, to save him time and money.

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Design goal(s): Because Steven spends a lot of money per week on his espressos one of the important factors for him would be ease of payment and different options of payment if he doesn’t have enough money for his drinks.

4. Karen Sex: Female Age: 29 years old Time with Company: 2 years Background: Karen does not like the taste of coffee. She tries to drink as much water as possible during the day but loves a fizzy drink with her lunch, such as Diet Coke or 7up Free. These fizzy drinks are easy to buy in the local newsagents, however there is only a small water fountain available to employees to drink or fill up their water bottles. There is also often a long queue for the water, especially during breaks and lunch. Karen finds this very irritating. When the wait is too long she will walk to the newsagent instead because it is faster. Design goal(s): Be aware of possible queuing for drinks, that it does not take up much time, so that people do not become frustrated waiting. Same application to the website, it should be quick, easy and straightforward to use so staff do not become frustrated. Design Goals

1. Quick system, easy to use and straightforward 2. Include healthy options for drinks (e.g., low-fat milk for hot drinks and fresh juices for cold

drinks) 3. Different payment options for those who wish to pay at a later time 4. Be aware of delivery/pick up system that there are not too many people supposed to be

receiving their drinks at the same time

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Outline Designs Design goals

1. Quick 2. Easy to use 3. Straightforward 4. Healthy options 5. Different payment options 6. Timing

Design Principles Nielsen’s (Nielsen & Mack, 1994) 10 Usability Heuristics:

1. Aesthetic & Minimalist Design 2. Match between System & the Real World 3. Recognition Rather Than Recall 4. Consistency & Standards 5. Visibility of System Status 6. User Control & Freedom 7. Flexibility & Efficiency of Use 8. Help Users Recognise, Diagnose & Recover From Errors 9. Error Prevention 10. Help & Documentation

Pressman’s (2010) golden rules of design:

1. Place the user in control 2. Reduce the user’s memory load 3. Place the user in control 4. Make the interface consistent

Ram’s (Lovell & Kemp, 2011) 10 Design Principles:

1. Innovative 2. Usefulness 3. Aesthetic 4. Understandable 5. Unobtrusive 6. Honest 7. Long Lasting 8. Environmentally friendly 9. As little as possible 10. Copyright and usage

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Sommerville’s (2011) design principles: 1. User familiarity 2. Consistency 3. Minimal surprise 4. Recoverability 5. User guidance 6. User diversity

Original Designs

Login Ordering Drinks

Payment Order Summary/Confirmation

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User Feedback A small focus group was conducted (see Appendix B) to determine the final design and to ensure that usability and user experience was at a high enough standard that allowed the website to function and flow. Based on user feedback certain design elements were kept the same, while some small elements were changed to enhance user experience. Feedback gained from users was divided into three categories: changes made as a result of user feedback, changes made supported by user feedback, and design opinion. Changes Made as a Result of User Feedback Based on user feedback the following changes were made

1. On the ‘login’ page, the boxes and writing asking users to enter their I.D. and password were moved from the centre of the screen to the left.

2. The location of the ‘continue to checkout’ button on the ‘ordering drinks’ page was moved from the centre right of the screen to the bottom right of the screen.

3. The buttons on the ‘payment’ page were changed from circular to rectangular boxes, and the underlining of the words was removed.

Changes Made Supported by User Feedback The difference in this category, in relation to changes, is that the designs had already been created, and through user testing these choices were supported. These include:

1. The ‘mistral’ font for the ‘Welcome’ on the ‘login’ page 2. The wine glass logo 3. The location of prices beside drinks in the dropdown menu 4. The colour of the stroke surrounding the ‘continue to checkout’ button 5. The placement of the black box behind the payment options 6. The more detailed order summary on the ‘confirmation’ page

Design Opinion Users were asked about how they felt about the layout of the pages, its design and clarity. Some of the words used to describe the layout included boring, straightforward, simple, and clear. Words used to describe the lack of visuals in the system included boring and information clearer and finally, words used for the summary table included plain, boring, understandable, and useful. While the term ‘boring’ was used throughout the design, the design goals were still met in terms of timing, clarity, ease of use, and straightforwardness.

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Final Design Post-User Feedback

Login Ordering Drinks

Payment Order Summary/Confirmation

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Justifications My justifications for designing the interface in my final design are based on my requirements gathering, user definitions, and user feedback and design principles. Requirements Gathering Through requirements gathering I was able to divide drinks into more specific categories and get a sense of what users would want from this type of website. The information about drinks and categories was solely based on requirements gathering. The use case diagram and functional requirements also helped me focus on the users’ needs and what would be expected of the system from different users’ points of view. User Definitions The personae created through the requirements gathering phase allowed the design goals to be created and followed for the overall design and user experience of the system. These gave me a focus and sense of purpose when trying to decide between functions and designs. What would Amy want? How would Chris pay for his drinks? User Feedback This was a huge contribution to my design and my justifications because so many of my original designs were supported through user testing and feedback. There were only 3 minor changes made to the final design based on user feedback. Of course with more extensive research more changes would have been required, however for the purpose of this project I am very happy with the minimal amount of changes that were made post-user testing. Design Principles Nielsen’s 10 Usability Heuristics (Nielsen & Mack, 1994) were followed for the purpose of justifying my design (see below). Other designers such as Pressman, Ram, and Sommerville were also examined prior to design, but Nielsen’s were the most applicable to the system design and layout.

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Nielsen’s 10 Usability Heuristics Applied Aesthetic & Minimalist Design A minimalist design was employed throughout the design process of the interface to accommodate the design goals (quick, easy to use, straightforward). Only information which was essential was incorporated into the design. Even visuals were deemed too overloading; with so many drinks on offer it would have created too much information if images had also been displayed.

Originally there was going to be an ‘ordering drinks’ page and a ‘summary’ page but to make the process easier and quicker, a summary table was added to the ‘ordering drinks’ page and remained on the ‘payment’ page.

Match between System & the Real World One of the reasons a chalkboard background was used, was to match the real world coffee shops that use them, to match the system with the real world. Language is also an element that was focused on, particularly when dividing the drinks into categories; it was important that a user recognise that a cappuccino would be in the speciality coffees category, or that green tea would be in the speciality category and not in the tea category etc. Another match for the system centred on the logical process of ordering a drink. This resulted in the following steps: category, drink, extras, delivery/pick-up, and time.

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Recognition Rather Than Recall It’s a very important design rule that the user should not have to remember too much when using a system. By placing all of the options for drinks and a summary table on one page, and placing that summary table on the payment page, you are ensuring that the user does not suffer from memory overload.

Consistency & Standards Consistency is another design principle supported by Nielsen and many other designers (Pressman, 2010). Consistency is seen throughout the design of the beverage system. The ‘mistral’ font is used as a display text for headings and personalised language to the user throughout the system.

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Another area of consistency is for buttons. On the ‘ordering drinks’ page the ‘continue to checkout’ button is placed in the same place as the ‘send order’ button on the ‘payment’ page.

Visibility of System Status A common system status is when a page is loading and an animated clock or spinning circle appears while you are waiting. Other examples include the loading bar so users can see when the loading is almost over.

With screenshots it can be difficult to convey visibility, however with the dropdown menu system the user can see what they have ordered, and on the ‘confirmation’ page users are reminded of their order details and when their coffee with be ready.

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User Control & Freedom The user is placed in control through the summary table, i.e., being able to edit and/or delete items, and by being given the option to return to the ‘ordering drinks’ page also on the ‘payment’ page if they wish to add more drinks.

There is also control given to the user if they find themselves on the wrong I.D. page.

Of course if there were more pages then ‘back’ buttons would have been implemented but because there are so few there is no need to add these. As mentioned before there is an option on the ‘payment’ page to return to the ‘ordering drinks’ page to ensure control. Flexibility & Efficiency of Use This is what separates novice and expert users. For the purpose of this website there are no shortcuts that can be created, because there are not enough pages. Users will either move quickly through the system or not. The only shortcuts are for those who have chosen payment options that allow them to pay at a later date, therefore they are moving more swiftly through the payment process.

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Help Users Recognise, Diagnose & Recover From Errors This really repeats what was said in the ‘user control and freedom’ section mentioned above. The users can recognise errors through the summary table, they can recover from drinks errors through the summary table and through a link on the ‘payment’ page returning them to the ‘ordering drinks’ page. By having very clear fonts and writings, users can avoid making errors in their ordering of drinks. Similarly if users enter the wrong details they can return to the homepage and try again.

Error Prevention Again, the same principles for this section were covered in the ‘user control and freedom’ and ‘help users recognise, diagnose, and recover from errors’ section. These tools were set up to prevent users from making orders under the wrong I.D. and from ordering drinks they don’t want. Help & Documentation Documentation is used throughout the system, in the dropdown menu process, the summary table, and on the confirmation page in particular. It is important that this documentation is visible to the users at all times to help them visualise their order, again to avoid memory overload.

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Conclusion My aims for this report was to demonstrate aptitude for interaction design and design reasoning, while exhibiting an ability to provide clear, persuasive reasoning, a strong understanding of the users’ needs, and a solution that demonstrates good design and usability principles. After completing this report I feel as though I have achieved these aims. I have demonstrated an aptitude for interaction design, a strong understanding of the users’ needs through requirements gathering and testing, given solid and convincing reasoning for my design choices based on leading design principles and theorists, and I have created a solution that demonstrates good design and usability principles as a result. Overall I am very pleased with my first draft design for Acme beverages’ online drinks ordering service.

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References Lovell, S. & Kemp, K. (2011). Dieter Rams: As little design as possible. New York, NY: Phaidon Press. Nielsen, J. & Mack, R. L. (1994). Usability inspection methods. New York, NY: Wiley & Sons. Pressman, R. (2010). Software Engineering: A Practitioner’s Approach. New York, NY:

McGraw-Hill Higher Education. Sommerville, I. (2011). Software Engineering. Boston, MA: Pearson.

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Appendices Appendix A

‘Ordering a Drink- What Would You Want?’ Questionnaire

https://www.surveymonkey.com/s/7BPS6T2

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Appendix B User Testing

Which font do you prefer for the ‘Welcome’?

What do you think about the chalkboard design background?

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Which logo do you prefer?

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Do you prefer having to enter the details on the left side of the interface or in the middle of the screen?

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What do you think about this layout?

Would you know how to order a drink?

Is it clear, straightforward? Is there too much information?

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How do you feel about the lack of visuals?

Is there any information missing?

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Where do you think the price for drinks should be located?

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Which location for the ‘continue to checkout’ button do you prefer?

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How do you feel about the summary table?

Is it useful? Would you understand how to use it?

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Which colour do you prefer circling the ‘continue to checkout’ button? Why?

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Do you think this payment system is clear?

What do you like/dislike about the layout and/or design?

Do you prefer the payment options underlined?

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Do you prefer the black box surrounding the payment options or no box? Why?

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How do you feel about this layout / design?

Which order summary do you prefer?

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