Presentation
Impacts of Convenience Sampling on Usability Testing: A Comparison of Internal Employees vs. External Customers
SessionUX: Impacts of UX Testing
DescriptionThis case study includes insights from discount usability testing methods for participant recruitment. In a usability test assessing the customer experience with managing auto policies online, both internal employees and external customers were recruited to participate. Outcomes from these two groups were compared to better understand the difference these unique samples could have on our outcome measures. Comparing outcomes from these two groups revealed that external customers engaged with more pages and clicks while reporting lower satisfaction levels when performing tasks such as changing addresses, removing lending institutions, quoting or replacing vehicles, and seeking help. Specifically, external customers navigated more content, suggesting a more complex or less intuitive user experience. In contrast, internal users reported higher satisfaction and clarity, indicating that their familiarity with the system contributed to a smoother experience. Additionally, external customers emphasized the importance of clear expectations and access to local agents, highlighting the need for improved communication and support. These patterns indicated considerable differences in user experiences that warranted further investigation and targeted improvements to meet the needs of the external customers. The analysis underscores the trade-offs in discount recruiting approaches and emphasizes the importance of understanding the populations being studied and the representativeness of samples.
Contributor
Event Type
UX Miniconference
TimeTuesday, October 14th1:30pm - 1:50pm CDT
LocationGrand E/F
User Experience
UX Mini-Conference