User testing questions for beta app

[eliasmalik]

(Split out from #641)

Our main focus here is the new sign in feature (The ability for a visitor to sign in with just their name, #653). We want to establish if this implementation actually helps to reduce barriers to adoption/usage by CBs who had previously expressed reservations about the existing mode of sign-in (with a QR-code). If you want more detail about what these reservations are, @edwardwptc should be able to fill you in.

These questions are just a starting point as far as we're concerned. @mandsmandsmands, we'd like some help from you to help shape a more complete set of questions that can help guide @edwardwptc interactions with CB employees/volunteers and possibly the expert user group too (as and when that happens). This would ideally happen after the "As Is" user journeys are documented, so that you can more easily see what's new in this version.

Tasks

1. Login to the visitor app
2. Sign in an existing visitor (using their name instead of a QR code)
3. If you have any visitors who have registered with the same name at your organisation, try to sign in as one of those users (using their name instead of a QR code)

Questions

• When arriving on the sign in page (/visitor/login, with the webcam view and sign in form)
  • is it clear what you need to do to complete your task?
  • is it clear that there are two alternatives for how to sign in?
• Did you have any difficulties when trying to sign in with name?
• If anything didn't work in the way you expected during your usage of the app, please provide details below
• While using the app, were you ever unsure of what to do next? If so, please describe this.
• Signing in with name only works if there is an exact match. Is this workable for your use case?

[mandsmandsmands]

Minor question, which I guess comes from understanding how the app will be on display and used.

When this Visitor App is given to the visitor to log in, will the first page they see be:
a) Welcome page - Welcome to the The Twine Community Center
or
b) Welcome, visitor - which assumes that someone has clicked "Visitor" from the Welcome page already, before the user has interacted with it.

[eliasmalik]

I think we intend it to be option (b), but we can't guarantee that's how it's actually being used. The real answer depends on the front-of-house people at the community business.

[astroash]

Yup option b. It's designed to be left on the feedback buttons page, just like an airport toilet ✈️ 🚽

[mandsmandsmands]

Another question for this. (Sorry I couldn't find clear requirements on an initial poke about, #536 #653)

Is this the flow from start?

1. Welcome to Comm Centre page > click Visitor
2. Welcome, visitor page > click Sign in
3. What is on this page - how are the options presented?
   a) Button for Sign in with username and password and button for Sign in with QR code
   or
   b) would both options be presented to the user - fields for Sign in - username and password (or whatever fields) AND webcam screen?
   or
   c) Fields for sign in - username pwd (or whatever fields) and a button for Sign in with QR code?

[eliasmalik]

3. What is on this page

At the moment (in production) it's just a video element allowing users to scan QR code. The sign-in with name feature is being deployed on a beta environment for limited use initially, but at the moment it looks like option 3b.

[mandsmandsmands]

Hi Guys,
I've changed the structure so it is done in a flow with questions embedded into the steps.
I've done this without knowing the user-base so feel free to add anything you feel more appropriate.

1. Starting page
   a) If you are presented with the Visitor application, starting on the “Welcome to the Community Centre” page, please click on “Visitor”.
   b) If you are already on the “Welcome, visitor” page, please proceed to the next step.
2. On the “Welcome, visitor page”, observe the options on the page, “Sign in” and “Sign up”.
   - Is it clear that there are two initial options for determining whether you have an account already for signing in with?
   - Did you experience any issues with determining which option to select?
   - Any improvements to make this easier for you to make this decision?
3. Click “Sign in”. You are presented with two options:
   a) A webcam view, asking for you to scan your QR code to log in with
   b) A name field for entering your name to log in with.
   - Is it clear that there are two options for how to sign in?
   - Did you experience any issues with determining which option to select?
4. In the name field, enter a name which you know would succeed with signing in – a visitor already registered with your business. Click Submit.
   You are now signed in and can see the visitor activities to select.
   - Were there any issues with this page?
   - Was anything unclear here?
   Select an activity.
   Thank you page is then shown to the user.
   After a few seconds, the system then automatically goes back to the “Welcome, visitor” page ready for the next visitor.
5. If you have any visitors who have registered with the same name at your organisation, i.e. have two “John Smiths”, sign in as one of those users using the name sign-in option.
   a) Enter that name into the name field and click Submit.
   Because you have two visitors in the system with the same name, another field is presented to you as the system needs additional information to uniquely sign in the volunteer. The field(s) presented could be Postcode, Year of Birth, Phone Number and email.
   b) Enter the additional information and press submit.
   Based on the information provided you would be successfully logged in and see the Activities page, or see an error message for an unsuccessful sign in.
   - Is it clear that the system needs additional information in order to sign in?
   - Did you experience any issues with entering the information on this page
   - Did this work how you expected?
   - The sign in with name process only works if there is an exact match. Would you see any issues with that?
   - If anything didn't work in the way you expected during your usage of the app, please provide details below

[edwardwptc]

1. If I do not allow the app to access my webcam, it says there was a problem and it can't function, and I need to refresh. Obviously not an issue since I just allowed it access, but if a device did not have a webcam, would it still prevent it from functioning?

2. I tried to register [email protected] and it told me I was already registered. When looking through the list of users, I cannot find myself or that email listed.

[astroash]

@edwardwptc

1. what browser are you using?

if a device did not have a webcam, would it still prevent it from functioning?

Good point, this few feature could work without a webcam on the device, we hasn't considered this use case. Will look into it

2. You can only have 1 user account across all organisations. Eg if you are a CB_ADMIN at org X, you cannot sign up as a VISITOR in org Y.

We tried to add more flexibility in sign ups by allowing VISITORS to sign up with a phone number

[edwardwptc]

@astroash

1. Firefox and Chrome both do that. Refuse webcam access and it errors out. As you say no problem to simply allow it.

2. Great, thanks. Is that 1 user account on the visitor app or volunteer app and visitor app too?

So if edwardw@ was a visitor in org x would it be able to be a volunteer for org y?

[astroash]

So if edwardw@ was a visitor in org x would it be able to be a volunteer for org y?

No currently it's just one account per email across the entire platform.

There's a few complications about how we would add multiple roles to a user account outlined in https://github.com/TwinePlatform/hq/issues/57 . If it is a requested feature it's something I am keen to implement soon.

[edwardwptc]

I can't imagine it being a big issue. "Use a different email address" is absolutely a proportionate response at this point. Thanks for clarity. Edit: Nice to see me from a few weeks ago being wrong. Lack of imagination - we've now had user requests for the ability for volunteers to be visitors and vice versa. Will be posting in TwinePlatform/hq#57

[edwardwptc]

Q: When arriving on the sign in page (/visitor/login, with the webcam view and sign in form)
is it clear what you need to do to complete your task?
A: Yes

Q: is it clear that there are two alternatives for how to sign in?
A: Yes

Q: Did you have any difficulties when trying to sign in with name?
A: Yes, the keyboard that comes up covers a substantial portion of the screen.

Q: While using the app, were you ever unsure of what to do next? If so, please describe this.
A: No

Q: Signing in with name only works if there is an exact match. Is this workable for your use case?
A: Yes

"On sign in it is clear what they need to do but not where the camera is, people, particularly older people, present the QR code to the picture and not to the camera".

I watched this happen while I was there. Could do with clearer instructions or potentially even a physical piece of card/yellow arrow, like a speech bubble, that reads "Show me your QR code!" and points to the camera aperture. Some people treated the video like a barcode scanner, others pressed the QR code to the tablet screen itself.

They are strongly encouraging people to use QR codes because in their context they are primarily happy with Anonymous registration segregated by age, until postcode becomes available. People can make accounts if they are very regular visitors. They regard sign-in via name an "essential backup function" that is "used frequently".

Would have preferred to purchase a tablet from us which is prevented from any other function, rather than use a public one. "I'd have been happier to spend £200 on a tablet from you than £120 on random internet tablet, if the expensive one had had some time with someone to bolt it down to just the app."

I have investigated this and it appears essentially uninstalling everything but chrome and then forcing chrome to allow only whitelisted sites, then whitelisting our URL would work. That way people couldn't play around with the tablet or use it for anything else, unless they knew what they were doing or were being particularly malicious.

Apparently, the opt-in SMS button on user sign up always freezes the app - remove it since we don't even have an SMS function any longer?

[Shanozd]

Depending on the OS of the tablet an option may be to lockdown a screen to only show a particular app ie chrome and then as you say use the whitelist. We managed to do this for a visitor app in the past but yes its OS dependant

[Shanozd]

Good feedback as well, we can ask Andrew for some options on the display of the QR code

[astroash]

someone to bolt it down to just the app

This can be done with third party apps. A quick google suggests “Kiosk Browser Lockdown” will do this.