c a r o l l a u

It doesn’t display all the pages but it showcases how a user could navigate through the page

With the current design of our website, I had the help of Sam with design choices, to give me an objective opinion. We had shared the cloud document so that we were both able to work on different parts of the website according to our strengths. He was able to help me troubleshoot the problems with the prototype and debug any errors. I was more familiar with the application so I took his ideas in mind while he added in photos and information needed. Using his research, we were able to fine tune the design of the results, using his research on the impact of reviews, and also the psychology behind how people react to results. 

Hiren formed a user test where he compared the two websites, considering these were two completely different designs, his results helped narrow what people responded to well and was able to gain feedback. His testing proved that people wanted a more variety in colour as well as more specification in terms of how the landlords are rated. 

I was working on the design with a couple friends, and I asked them to re-evaluate the website as an informal user test to generate more ideas and gather their opinions. They were familiar with design processes so I felt this was appropriate to get more feedback from different users. They weren’t necessarily renters, but looked at how the website worked as a whole without having to focus on the rating aspect. 

I generally think better writing things down and questioning any ideas I have or possible solutions I might bring up. Below is a note I wrote on my phone while I was thinking about the project, it’s a little snippet of how my thinking process goes very late at night. 

Why would a landlord want to sign up if they have a bad rating?

Should we give landlords accounts? see if the landlords for properties are public knowledge, then they could sign up and be verified through ID checks with the system and reply to potentially bad reviews 

Truth system with people that sign up 

Must sign up to rate??- need something more substantial- future plans maybe collaborate with agencies? But a universal site would be more trustworthy and unbiased 

What’s the incentive for rating ?

Rating tenants and landlords ? So give and take scenario, you can only see ratings if you rate? But that wouldn’t work with newcomers 

How do we verify that the reviews aren’t fake?

Should we let them send messages to each other? Adds another mode of communication that might not be easy to contact through, since they might not check the site often/might get questions about the apartment, messages should only be about reviews and this is a big function for a small use - can just provide contact details to privately contact 

Upvoting/like systems on written reviews? Will increase reliability on reviews and weed out ones that might not be a correct representation 

Design - 

First iteration 

This was designed to replicate a card with the dimensions and width taken into account, there was a clasp at the top to secure it. Looking into my research, I looked into user orientated design, more specifically understanding and discovering.  I looked at how easy it would be able to use and if the user took a glance at it, if it would be easy for them to use. Reflecting on the design, it seems as if it provides no value other that a case that holds your card together.  Second iteration 

I wanted add in a ball joint so that it would replicate magnetic phone holder that you would connect to your car.  With this idea, it would be useful for myself personally, but I wanted to create a universal product that would be simple enough to use. 

Questions to ask at the end

Would you understand the different parts of the results?

Did it give you a clear overall understanding if you scrolled past?

User results User 1 - felt that the bars separated the results but didn’t have an overall feeling, wouldn’t understand it if he scrolled past quick, liked the separate circles but felt it seemed a little unprofessional 

User 2 - liked the circle graph with bars around it, felt that it showed the overall well and if she wanted to see extra details she could go over and look at each part specifically

User 3 - Also liked graph number 3, felt it gave a good portrayal of the overall without overcrowding the space too much, noted that he wanted explanantions of how each part concluded to the overall, is it all of the three bars averaged up? Or a separate score? 

User 4- voted for graph 1 and 3 because they both had the overall on the side but felt that the overall part ont he side was too small and was overpowered but the bigger bars. 

What will we do with these results? 

In this one I provided a sliding rating system because a majority of the users in the first test noted that this was the easiest one to portray.

Questions to ask after

How easy was it for you to understand the questions with the rating systems?

Which test seemed more to the point in answering questions in an efficient way?

What is your overall thought process with the differences in the systems?

Which scaling system do you think provided the most accurate overall answer for you?

Do you think the scaling system represented an accurate portrayal of your reasoning? (if only numbers were shown, compare it to your written answers)

Results

User 1 – Found the scaling part easy enough, didn’t think the emotive part was as easy to understand because it confused him as to whether he was rating based off of how he personally felt about the situation rather than basing it off of it landlords. Thought that the scaling system was accurate and therefore didn’t need the written answers

User 2 – Felt that having to answer both questions and rating each questions was inefficient, because it felt like they had to double up their answers. Like the second one more because it was easier to click on a circle rather than use the slider 8 times.

User 3 – Like the scaling part because he was able to choose one that fit his answer the most, but also found that having to scale each one was tedious and didn’t understand why they had to do it like that.

User 4 – thought that the emotive scale was more efficient and easier to use but felt that it didn’t correspond to his written answers well enough.

What will I do with this the results? The main points that came from the results was the fact that most of the users did not find that having written answers an efficient way of rating the landlords, I felt that this may drive the incentive to rate down. One of the points to focus on was efficiency, this was because a lot of the users didn’t understand the need to rate and also write and also scale the assessment. In order to combat this, I separated the questions into different areas of communication, reliability and I changed the last aspect from the first test to admin because I found that honesty came hand in hand with communication, so I was able to combine the two and focus on a technical aspect.

I also put in an overall section so that the user can explain their own situation as much as they wanted. I have two ideas in mind right now, whether I should limit the written answers to only the overall section as that can provide a space for justification, or encouraging users to answers all the questions in order to really have a well rounded answer.

Test 1 This test is to determine if questions created with the intention of providing a straightforward answer will reduce differences in confusion. They will be leading towards a yes or no answer. I will use questions that were well received from the first test.

Has this landlord resolved problems that have arisen in an appropriate time frame?

Do you feel that this landlord is able to communicate quickly and efficiently?

Has this landlord provided a clear path of communication between you and the homeowner?

Have you been able to understand the entire process of renting the space clearly and the rules that follow?

Was he transparent about the renting space?

Test 2 This test is to use questions that prompt explanations rather than leading questions.

What problems have you encountered with this landlord?

How did he/she resolve any issues?

Was he/she transparent about the rented place and how?

How was your overall renting experience through your landlord?

What could he/she do better in the renting process?

Overall

How did you feel the results represented your answers?

Which questions did you feel was the easiest to answer?

Results

User 1 Answered the questions but also wanted this provide an explanation because stated that all reasons had different contexts so yes or no answers did not provide a good representation to what she felt. Voted for test 2

User 2 Wrote down all the yes or no answers, felt that this was easier to state but also felt like he wasn’t able to get his point across clearly. Noted that having written explanations took too long. Voted for test 1

User 3 Wanted visual context, asked about the rating system, he felt that too much text would not incentivize people to start rating. Voted for test 2

User 4 Noted that we should include questions about flat inspections and the process of moving in/out because those are the times where the tenant has the most contact with the landlord. Stated that he enjoyed both parts of the test.

What will we do with this information? Since this is a continuation on from the last test, I want to incorporate the parts of each test that appealed to the users in a way that both simplifies the process of rating but also is a clear representation of how they want their results to be portrayed. I used a smaller testing group in order to narrow down the users that have been renting for more than 2 years so they have more experience into what they should expect from their landlords.

Final questions that will be used

They will be grouped in different areas of rating

Do you feel that this landlord is able to communicate quickly and efficiently?

Has this landlord resolved problems that have arisen in an appropriate time frame?

Was he transparent about the renting space?

What problems have you encountered with this landlord?

How was your overall renting experience through your landlord?

Was the process of flat inspection clear in terms of what you and your landlord needed from each other? 

I added in two extra questions about moving in and flatting, I also chose questions of both tests that were well received, and the last question of asking what the landlord could do better in the overall situation provides an objective view of how he/she was perceived.

Was the process of moving in and out simple, and you were able to understand everything that needed to be sorted out?

How I designed this user test

With each user test, I tried to design each one that emphasize a certain part of rating systems in order to correctly evaluate which aspects worked out best and which were not. Noting that none of the tests were perfect and were created so we could get objective feedback about why certain parts were lacking.

With user test one, I tried to emphasis simplicity and efficiency, only needing the user to rate three aspects with a 5 star rating system. This is to allow the user to finish the test quickly and understand if the honesty, communication and reliability groups were able to provide a well-rounded answer without having to justify their rates.

With user test two, I designed it with written answers in mind, this was created to see if justification was seen as tedious and if percentages and written answers differed, this is based on the research that users do not always perceive numerical rating systems similarly, so adding in written answers would back up their thoughts and allow people to understand why they got that rating, rather than seeing a percentage.

With user test three, I designed it with an emotive aspect to see if this type of visualization would provide accurate answers than a 5 star part, this differed from the first test because it provided answers instead of rating on an aspect, so their answers were based off a more selected view Hiren helped me find people to test this on, the link below will summarise his part - https://hirenpatelbct.tumblr.com/post/188403361922/studio

This is the link to the actual results https://drive.google.com/drive/folders/1_ka60JblFLq5g_0b5Ubtw9l7DCdGZX8T?usp=sharing

Test 1 :

(This test will determine whether a simpler test with three main points to review will give a better overall average and test to see whether

Honesty 1-5 stars = (Definition : All rules are set in place and enforced with transparency with all parties involved)

Communication 1-5 stars = (Definition : Speed and clarity of conversations)

Reliability 1-5 stars = (Definition: Efficiency to fix and solve problems)

Average rating out of 5 = (If score is below 3 please state reasons why and examples)

 Test 2 : (This test will determine if having to provide an answer with the question incentivize people to give a more honest response, having needed to justify their percentage. We will also see if the percentage rating system is more accurate than a star system)

(Please only rate your landlord, not about the space rented itself)

How was your impression of your landlord? (slider 1-100% with an answer)

Was he/she available (in an appropriate time frame) when you needed a problem solved, please list example? (slider 1-100% with an answer)

Was he/she transparent about the rented place and how? (slider 1-100% with an answer)

 How did he/she resolve any issues? (slider 1-100% with an answer)

Did you find that he/she was able to communicate clearly and transparently, please list example? (slider 1-100% with an answer)

 How was your overall renting experience? (slider 1-100% with an answer)

 What problems did you encounter? (slider 1-100% with an answer)

 All answers will be shown on review and percentages with average with all the answers given

 Test 3 :

Objective questions with no answers

(This test will determine if efficiency in answering questions will allow the reviewer to easily submit their questions and if it has any impact on their judgment state and if an emotive rating systems encourages more accurate answers than stars, used more yes or no questions to ensure that the answers are accurate to the specific question)

 How did you find this landlord in his communication with you?

 Was he/she responsive in your problems?

 Was he transparent in communication between you and the house owner?

 Were any problems that arose solved in an appropriate time frame?

 Were you treated well as a tenant?

Questions to ask

 Which test do you feel portrayed the most accurate answer?

 Which one do you think would be the best to use in terms of efficiency and willingness to fill out all the questions?

 Which parts of each test do you think is the best to incorporate(questions, ratings etc)?

 What can we add into each test to make It better?

 Which parts are too tedious or hard to get your point across? 

Results User test 1 Leaned towards test 2 because they were able to explain themselves more, Most accurate answer – test 3 Was able to be clear in why they reviewed a certain aspect, eg parents were their landlord Need more visual dependence to get their point across better

User test 2 Noted that the first test was too ambiguous for proper reviewing Was able to explain their thoughts behind their review in the second test Voted for test 3 for most accurate answer A necessity to make the test smaller and less time consuming

User test 3 Leaned towards test 2, particularly the sliding option, gave a visual reviewing scale Less vague, need better questions Though noting down in this user test, the user did not answer the questions properly, used a percentage scale for test 3 and did not provide a reason for questions in test 2

User test 4 Leaned towards test 2, Noted that test 1 was too hard to get her point across Did not find the answering questions was too tedious

User test  5 First test was too confusing Leaned towards test 3

User test 6 Put in a lot of emphasis on readability and efficiency, leaned towards test 1 for simplicity, enjoyed the star ratings Noting that user did not complete the writing part of test 2

User test 7 Leaned towards test 3 for simplicity, but noted that test 1 was too ambiguous to review, was able to provide good answers to back up his sliding ratings on test 2

User test 8 Was able to explain her ratings in test 2 and leaned towards that, found ambiguity less efficient than having written answers

User test 9 Noting down that even though no problems arose, the percentage rating was still 50%, gives evidence that having just a percentage does not fully provide an accurate answer

Summary of results Most users agreed that ambiguity in a test provided bias results as each situation in different. I thought that written answers would be a detriment but users found that they would rather have the option to justify their rating with an explanation, this is also justified by one user test where the rating percentage was at 50%, but the written answer was noted down that there were no problems at all.

A lot of the users also noted that visual help was needed in order to provide a better judgment, this would also lessen any confusion that arose, and also relieve some of the tedious factors from only writing a review.

The parts that were brought up the most was the visual part of test 3 and the straight forward mode of test 2.

What will we do with this information?

Since we are basing our rating system off of this, I want to incorporate test 2 and 3 while noting that I have to put more research into what questions are provided. Most users appreciated the sliding option because they were more in control of what kind of rating was available.

With the written answers I think that it should be optional for users to decide which if they want to provide a justification, but make it mandatory for ratings below a certain percentage to relieve any confusion.