BEGIN:VCALENDAR
VERSION:2.0
PRODID:Linklings LLC
BEGIN:VTIMEZONE
TZID:America/Chicago
X-LIC-LOCATION:America/Chicago
BEGIN:DAYLIGHT
TZOFFSETFROM:-0600
TZOFFSETTO:-0500
TZNAME:CDT
DTSTART:19700308T020000
RRULE:FREQ=YEARLY;BYMONTH=3;BYDAY=2SU
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0500
TZOFFSETTO:-0600
TZNAME:CST
DTSTART:19701101T020000
RRULE:FREQ=YEARLY;BYMONTH=11;BYDAY=1SU
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTAMP:20251016T135229Z
LOCATION:Grand  E/F
DTSTART;TZID=America/Chicago:20251014T133000
DTEND;TZID=America/Chicago:20251014T135000
UID:HFESAM_ASPIRE 2025_sess283_ICS134@linklings.com
SUMMARY:Impacts of Convenience Sampling on Usability Testing: A Comparison
  of Internal Employees vs. External Customers
DESCRIPTION:Nathan Klein (State Farm)\n\nThis case study includes insights
  from discount usability testing methods for participant recruitment. In a
  usability test assessing the customer experience with managing auto polic
 ies online, both internal employees and external customers were recruited 
 to participate.  Outcomes from these two groups were compared to better un
 derstand the difference these unique samples could have on our outcome mea
 sures.   Comparing outcomes from these two groups revealed that external c
 ustomers engaged with more pages and clicks while reporting lower satisfac
 tion levels when performing tasks such as changing addresses, removing len
 ding institutions, quoting or replacing vehicles, and seeking help. Specif
 ically, external customers navigated more content, suggesting a more compl
 ex or less intuitive user experience. In contrast, internal users reported
  higher satisfaction and clarity, indicating that their familiarity with t
 he system contributed to a smoother experience. Additionally, external cus
 tomers emphasized the importance of clear expectations and access to local
  agents, highlighting the need for improved communication and support. The
 se patterns indicated considerable differences in user experiences that wa
 rranted further investigation and targeted improvements to meet the needs 
 of the external customers. The analysis underscores the trade-offs in disc
 ount recruiting approaches and emphasizes the importance of understanding 
 the populations being studied and the representativeness of samples.\n\nTr
 ack: User Experience\n\nMini-Conferences: UX Mini-Conference\n\nSession Ch
 airs: Shayama Khan (Iowa State University) and Nishat Alam (West Virginia 
 University)\n\n
END:VEVENT
END:VCALENDAR