Aim
Analysing and sharing the output from T371684: Setup user testing of IRS MVP designs
Summary
"I feel happy to see that there will be a team working to resolve these reports."
"It's making the emergency information accessible to more people. This is more satisfying than the current procedure."
"Dispute resolution is not a thing that will work most of the time. So I am not the happiest as I still feel unprotected."
Overall, all participants felt happy with the emergency flow and understood what would happen at each stage and who would respond. All correctly interpreted the reporting options (Unacceptable user behavior and Immediate threat of physical harm) and understood that the non-emergency flow would be managed by Admins and the community. However, some thought that a report would be sent to Admins and that dispute resolution was unlikely to work.
Recommendations (MVP)
T380408: Implement copy changes and increase character limit
T380512: Implement copy changes to non-emergency flow
Recommendations (post-MVP)
- Run user testing in other languages in order to test and refine UX copy.
- Refine the non-emergency flow for users who expect a report to be sent to Admins/the community (i.e. offer more actionable outcomes, can we automatically post to a community page or email an Admin on behalf of the user?)
- For users who have tried and failed at dispute resolution, how else might we provide help (i.e. ask if they have already tried dispute resolution and provide escalating options if they have)?
- Test and refine the idea of a Community page where we can use Community config to create templated guidance that is relevant, clear and accessible to all.
Checklist
- Organise session data
- Analyse results
- Create share-out