Spent all of Friday doing usability testing on Residential Gateways.
Our technical team have shortlisted a number of models for us to look at as part of our Next Generation product set. Out of the 3 models that we looked at, and the 3 people we tested on, only one of them was able to get one model successfully working. Not a good look. There were a heap of issues. This includes
1. Having instructions printed in 10 point font that outline the need to run the CD before connecting any kit up.
2. Lots of device conflicts - we are going to have to get into some software development to resolve this
3. Some terrible language used in setting up the devices - the best example was a critical setting choice which had two options (World or Any)
4. The need for the customer to know ADSL log-in names and VCI/VPI settings
5. A device with no way to set it up other than to know the local IP address. Great.
So we learned heaps! For a start
1. We picked the right people to test on - non-techo people who got really frustrated when it wasn't simple. These are our target market. This is really important as I managed to get the device to work the night before but underestimated the pain that some people would go through. The video we have captured of the process is pure gold...
2. We have learned which information customers know off the top of their head vs having to have prepared
3. We have some really good insights into the look of the device - I don't think there is a way to make this device look acceptable in a home environment so we might as well just hide it.
4. We also have a great strawman for a proposed install process - to get to this in a day is a great result. This is the speed we need to work at...