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Plain Talk in Complex Times

September, 2013Joan Winchester, Lead Researcher

Usability Testing on a DimeWhat, Why, and How?

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What?

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www.youtube.com/watch?v=IQrNHtq9pZY

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WhatWhat

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Why?

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Please indicate for EACH person listed on this application any health coverage, including Medicare or Medicaid, in effect within 24 months prior to the proposed effective date of this coverage. Each person applying for coverage must be listed below. If no health care coverage was in effect within the past 24 months, please indicate NONE. If coverage is provided for a dependent from a previous marriage or relationship, please attach a copy of the court documentation showing who is responsible for the dependent(s)’ health care coverage so that the insurer can determine whose coverage is primary.

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Please answer the questions on the enclosed redetermination form and sign it. You may ask another person to help you complete this form. If you do, make sure both you and the other person sign it. You must also send us certain things to prove your eligibility. Be sure you give us up-to-date information.

We need proof of your current income, such as copies of checks, check stubs or a letter from the people who give you the money. If you have assets, we need proof of their current value, such as copies of updated bank books, latest bank statement, copies of bonds, car registration, and life insurance policies.

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1. Answer all questions on the form.2. Attach proof of your current income, such as copies of

pay stubs, pay checks or a letter from the person who gives you money.

3. Attach proof of the value of any assets (money or things you own), such as copies of latest bank statements, car registration, life insurance policies, and bonds.

4. Sign the form.5. Send the form and your proof to:

We Get It2123 North Market StreetCity, State, ZIP

→ You may have someone help you fill out the form. If you do, make sure you and that person both sign it.

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If the Department determines that having to pay a premium results in extreme hardship for a member, we may, at our sole discretion, waive payment of the premium or reduce the amount of the premiums assessed for a particular family.

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We may lower or cancel your premium (monthly cost) if it’s too hard for you to pay.

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How?

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INTRODUCTION I am __________ from __________… We’re here today to find out… We want to make this better… We’ll use what we find out today to…

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General Instructions I’m going to ask you to… Just give me your honest answers… You can’t do anything wrong… I’d like you to think out loud… We are testing the material not you… You won’t hurt my feelings if you don’t like something…

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Questions Can you tell me at first glance what this is for? Who sent this letter? How would you find…? I’d like you to read this sentence/

paragraph/section. When you’re ready, tell me in your own words what it says.

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“Checking in questions” What are you thinking? What are you looking at now? What would you do next? Is that what you expected to happen when you

clicked that? Can you tell me why you decided to do that/go

there?

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Please indicate for EACH person listed on this application any health coverage, including Medicare or Medicaid, in effect within 24 months prior to the proposed effective date of this coverage. Each person applying for coverage must be listed below. If no health care coverage was in effect within the past 24 months, please indicate NONE. If coverage is provided for a dependent from a previous marriage or relationship, please attach a copy of the court documentation showing who is responsible for the dependent(s)’ health care coverage so that the insurer can determine whose coverage is primary.

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Can you find… Please fill in… Pretend you are applying for… What if you need to… You are trying to…

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What would you do here?

not

Can you complete the section below?

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Encouraging Phrases This is exactly what we need... Your comments are very helpful...

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Who?

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DO

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DON’T

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“It takes only five users to uncover 80% of high-level usability problems.”

Jakob Nielsen

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TESTING INTERVIEW SCHEDULE

TIME ROOM 1 ROOM 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

9:00 Sally Peter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

10:00 Avis Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

11:00 Ralph Ty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

12:00 Lunch Lunch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1:00 Sondra Harry. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Good testers get good results!

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Where?

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When?

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“Perfection is achieved not when there is nothing more to add, but when there is nothing left to take away.”

Antoine de Saint Exupery

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Thank you!