Ster Kinekor Web App Case Study


This prototype application was created for my final university Human Computer Interaction project. The project entailed taking a poorly designed website or application, and finding a way to make it more usable with better user experience.

Planning

Needs Identification

This product is intended to help people browse and find movies to watch at Ster Kinekor movie theatres. It enables them to find cinema locations, screening times, upcoming and currently showing movies, and book tickets in advance.

Assumptions

Why the application does not serve the user’s needs

  1. Inconsistent design. Example: Now Showing movies don’t have a “book” button on their thumbnails, but “coming soon” movies do, yet both can be booked in advance.
  2. Many actions take too many clicks, making the application overall very inefficient. Example: To view movies in alphabetical order requires pressing the filter floating action button, waiting for the filters modal to present, changing to the movies tab, selecting title A-Z (which has no icon to help indicate ascending order), then pressing save, and waiting for the modal to dismiss. This could be done with one or two button presses.
  3. Exploration is limited by the implementation of finding cinemas. A list of cinemas is given in alphabetical order, rather than, for example, showing a map with the closest cinemas plotted. Additionally, finding movies does nothing to cater to the user’s preferences (movie genre, age restrictions, etc.).
  4. The application leads users to purchase screens before showing the price of movies.
  5. The booking page is overcomplicated and likely to cause errors.
  6. The application pressures users into paying for tickets with a countdown timer, and there is no way to cancel an order.
  7. Movies do not seem to be ordered in any sensible manner.
  8. Accessibility is not up to par. For example, some text does not have enough contrast to be read by those with sight impediments.
  9. Computational offload could be greatly improved by using common everyday metaphors like calendars for booking movies, rather than the current implementation of selecting dates.
  10. No natural language systems like search are in place for making finding movies easier, such as a search feature.

Overcoming these problems

We aim to simplify the application greatly by using better interface metaphors to improve learning and provide cognitive offload.

We want to reduce the number of steps it takes to perform simple action so as to make finding information as fast and easy as possible for users; automation will be a part of this process: for example, geolocation will be used to find the closest cinema, rather than requiring the user to manually perform the action every time. The other side of this is providing useful information to the user without requiring them to take action (for example, showing the price of a movie ticket before the user has traversed three pages). This should improve efficiency, perception and attention.

A large section of the application – finding cinema locations – is made difficult by relying too heavily on recall over recognition (it displays a list of cinema names with no additional information). We will improve this by using a better interface metaphor (an interactive map) that shows the locations of the cinemas as well as their names, providing two ways of recognising the cinema (by location and by name), making exploration much better.

We want to enhance the user’s experience by providing sources of external cognition. Simple things like sending the user a notification (whether by email or push notification) a few hours prior to the screening of the movie could potentially save the user time, money and frustration in the event that they forgot. This will also improve safety.

Through constraint we want to make finding movies more efficient. Currently there are multiple ways of getting to a movie (they work somewhat like setup wizards), which results in each way being convoluted with far too many options. Instead, we will implement one simple way that requires as few steps as possible. Default values will be given which can be changed by the user if required, rather than needing this from the user every time. This will result in the user making fewer errors, and finding navigation much easier.

Our implementation of the application will achieve the problem of making finding and booking movies at Ster Kinekor movie theatres more efficient and effective, as well as generally easier and a more enjoyable experience.

User identification

The user base is people who watch movies. People with disposable income and time. Students, parents (who want their children to watch movies) and the elderly. Couples tend to watch movies together for dates. Groups of people also book out a movie if it’s a business or community function.

User groups

Avid movie goers:

These users frequently go to the movies and the application/website to see what is showing and upcoming in the week. They are interested in critic reviews, quality of movies and possibly writing reviews/rating the movie. They are also likely to go and watch a movie screening at the Ster Kinekor Nouveau theatre, that are usually more artistic and mature in nature. They will use the application/website to view other users reviews and ratings to persuade them to watch a movie they would not wanted to and vise versa. They are interested in seeing additional information about movies like directors and cast.

Casual movie goers:

These users are occasional users that will use the app/website when looking for a movie to watch. They are more interested in ratings than reviews, and are less interested in being a part of the movie community – they just want to get a ticket to watch the movie.  The users generally watch the most popular movie showing. These can also be large groups consisting of either friends or other people seeking to visit the movie as a crowd. They will need to know the availability and arrangement of seating in the theatre and the overall cost of the experience. Users will often be at mall locations containing cinemas, and want to see the availability of movies and total cost as fast as possible.

Couples

These are users who are looking to go on a date with their special other. They will be looking for a specific type of movie to watch that they will both enjoy, and are interested in securing a ticket to avoid the embarrassment of a ruined date, and want to be seated next to each other. These users are interested in curated movies – not necessarily only romance – recommended for couples, and want to spend as little time as possible queueing up for a movie.

User Needs

General user needs:

Avid movie goers

Casual movie goers

Couples

Conceptual Design


Original Application Design

Prototyping

Motivations for alternative designs

Our focus on prototyping was to test the primary goal of the application: for the user to find a movie and book a ticket for it. Because this is the most important aspect of the application, we want it to be as efficient and effective as possible. To do this, we wanted to test several steps of the process against alternative versions in order to ascertain which steps are better.

We implemented colour for important call-to-action buttons to draw attention, and in the seat selection to show the user that their interaction had an effect (the seats turn blue when clicked to show that they are selected).

An important focus on the design was to effectively implement constraint to force the user to find a movie in (mostly) one way. Our assumption is that making the process linear will make it easier to understand. That way if the user makes a mistake (say they select an incorrect number of seats), it’s easy to go back a step and change it. The current Ster Kinekor website provides many different ways of finding a movie (by time, by cinema, by movie, by show type) which we find to be convoluted.

We created two prototypes: the “Base” prototype and the “Extreme” prototype.

The Base Prototype

The Base prototype focuses on automation and the assumption that the user is careful when booking tickets. This prototype roughly illustrates how we think the booking process should happen in our final design.

The Extreme Prototype

The Extreme prototype contrasts the Base prototype in that it requires explicit consent from the user on several levels, rather than making as many assumptions to help the user. This prototype has some aspects more similar to the current implementation of Ster Kinekor website, which allowed us to test our assumption that our implementations of those features are better.

The two contrast each other in several areas:

Cinema selection

In the Extreme prototype, the first step requires the user select the cinema they desire from a list ordered by province, then alphabetically. No assumptions are made as to the location of the user, other than the province, and no geographical indicators are given to help the user find a cinema – it is assumed that they know which cinema to go to (like the current Ster Kinekor website, but slightly improved).
In contrast, in the Base prototype, the first step takes the user to the Now Showing movies page, having automatically tried to detect the closest cinema to the user. The user has the option to change the cinema selected.

This allows us to test how useful the user would find a map versus a list of names, and to see if the user might find the map frustrating if they want to choose a cinema that isn’t close to their geographical location, to hopefully try find a middle ground.

Booking seats

The Extreme prototype forces the user to select the number of tickets they want to book before selecting their seats. The seat selection page then counts down from the number of seats selected for each seat the user selects, until 0. This forces the user to focus on how many tickets they want before worrying about the layout of the seat and could improve safety by reducing mistakes.

On the other hand, the Base prototype doesn’t ask for the number of tickets first, and instead counts up for each seat selected. We think this might be more convenient, but want to find out how much focus it requires to choose a layout and remember how many tickets to purchase.

Testing the Designs

We tested users one at a time, first using the Extreme prototype and then the Base prototype.

The users were two base tasks (one at a time):

  1. “You want to book Black Panther for this Friday the 9th of March at 7PM at the Brooklyn Mall theatre.”
  2. “You want to watch a movie this Friday the 9th of March at 7PM at the Brooklyn Mall theatre” – this allowed us to fake testing exploration.

The task differed slightly per user group:

Couples

Book a couch for you and your partner.

Casual moviegoers
1. Find the price of the movie you want to watch and don’t book a ticket.
2. Book 5 tickets for you and your friends: three seats in a row and two seats in front of those seats.

Avid moviegoers

Book a seat for yourself after first checking the movie cast and reviews.

At random when testing the Base prototype, we set the location of the movie to the wrong location by default so that the user would have to notice it being incorrect and change it.

Monitoring

We monitored the test subjects and asked them questions while they used the application prototype. If we saw that the user was struggling to do something, we took note of it and asked what was causing the user to have difficulty.

Questions

After monitoring the user using the prototype, we filled in a questionnaire asking the user a series questions:

  1. Did you find using the application a satisfying experience? (was it at all annoying to use?)
  2. Did you find the application simple?
  3. Did you find it easy to learn how to use the application? (intuitive)
  4. How confident did you feel using the application?
  5. When you made a mistake, was it easy to rectify that mistake?
  6. How easy was it to find the movie you were looking for?
  7. How easy was it to find the cinema you were looking for?
  8. Did you find the ticket booking system intuitive?
  9. Was the interface appealing?
  10. Does the application have any functionality that you feel is missing?
  11. General feedback

In addition to the questionnaire, we asked questions specific to how we saw the user used the prototypes, and asked specific questions about which parts of the application were easier to use or more useful.

We also had a general discussion with the test subjects as to what features they would like to see done differently or added, and whether the design was meeting their needs. This provided a lot of useful information.

We additionally compared features and talked about the users’ experience of the current SterKinekor app to the prototype to see if progress was being made.

Feedback received

A few points persisted throughout all of the user tests for each user group:

  1. The Book Now button discouraged users from clicking on a movie to find out more information.
  2. Users thought movie thumbnails should show more information about the movie – a short description and cast members.
  3. Users preferred the Extreme prototype’s method of showing movie information – with drop-down information tabs rather than a new page.
  4. Users found the geolocation-based cinema finder easier to use than the list-based cinema finder., even when knowing which movie cinema to book for.
  5. Users didn’t notice if the automatic geolocation finder detected an incorrect location
  6. Users didn’t feel very confident using the application, as they didn’t trust the automatic geolocation, and found the Book Now buttons to be misleading (as some of them don’t book a movie, they take the user to view the movie information.
  7. Users found the calendar-based time selection intuitive and easy to use.
  8. Users found the time selection displaying the number of available tickets useful.
  9. Users found the checkout page layout somewhat confusing due to the location of the “preorder drinks” button.
  10. Users found the Extreme prototype’s way of laying out movies to be cumbersome, as movie cinemas generally only show 10 or so movies at a time, and the elements are repeated.
  11. Users found that grouping movies by recommendation discourages them from watching the movie (e.g. if an animated film is showing, it is listed under “Recommended for Kids” – as adults, this is off-putting).
  12. Users preferred selecting the number of tickets before seat layout, and consistently felt more confident doing so.

Using the Feedback

We assumed that the user would notice this as it was at the top of the screen, but wanted to test to make sure of it. Testing found users consistently didn’t notice that the automatically-selected cinema was incorrect.

To correct this, we will implement a popup saying the application detected which cinema they are near on launch. If the user wants to change their previously-selected cinema to the detected cinema, they can do so – if not, they can ignore the request and even select an option to never ask again.

Users didn’t feel confident clicking on the Book Now button on movie thumbnails. This will be changed to say “View”

We found that users preferred having more movie information present to them while browsing the list of movies. We will be implementing the Extreme prototype’s approach to this with a drop-down tab system that shows additional information about the movie, rather than navigating to a different page. We will also show a short excerpt along with cast members next to the movie poster image.

Constraining the user to a specific few steps in selecting a movie made the process of purchasing a ticket simpler to follow than the current Ster Kinekor implementation. We will continue with this design decision.

We will be implementing selecting the number of tickets before seat selection, as users felt more confident doing it this way. We will also be able to show the total running cost of the tickets as the users add or remove tickets, rather than showing this to the user at the very end at checkout.

We will work on a simple filtering system rather than showing categorised curated content for movies selection. We will still show popular/featured films, as users found it appealing when not knowing which movie to watch.

Preordering concessions will be made into a separate page before the checkout page. This will make the checkout page easier to understand and show the users that they are able to do so.

Final Design

General

For each of the pages: select movie, select date, select number of tickets, select seats, select snacks and check out there is a progression bar at the top under the page name to indicate the steps completed to book the tickets.

Landing Page

The landing page opens when the app is opened for first time. It will shows these two pages in a slideshow sort of manner. This informs the user that they will be choosing a cinema before starting, rather than just being presented with the cinema selection page.

Movie Browsing

This page presents the user with movies showing at the selected cinema, and allows users to change the cinema where they want to watch movies. The currently selected cinema is shown at the top of the page with a change button next to it, this button will take the user to the find cinema page.

The page highlights the currently featured movie. The most popular movie in that category is displayed first underneath then second and third are displayed on the left and right respectively. One can browse the other movies by scrolling down. The movies are ordered this way so that the most users will find a movie they will like quickly.

Each movie shown on this page has the movie poster, name, star rating, age restriction, running time, view button that takes the user to the view movie page, and the maximum cost of a single ticket – it shows the maximum, because special tickets can be purchased, and it would be misleading to show those prices if the specials don’t apply. Tapping anywhere on a movie will show the movie in more detail in a separate page.

Now Showing page
Coming Soon Page

Find Cinema Page

This page allows the user to select a cinema by either selecting the cinema on google maps or scrolling through the list of cinemas that are ordered by the closest cinemas to the user’s location.

Selecting a cinema in the list will navigate the map to that cinema. Pressing the location button will navigate the map to the user’s current geolocation.

Once a cinema is chosen it will take the user back to the now showing page.

View Movie Page

The view movie page shows more information on the selected movie. The information is split up into three categories namely: info, cast and reviews. Info gives general information on the movie such as the plot and director. Cast gives the actors that took part in the movie. Reviews gives reviews from critics or audience.
The user can book a ticket for the movie by clicking the book button, this will take the user to the select date page.

Select Date page

The date select page allows the users to select a viewing date for the movie using a calendar. By default the current date is selected, or the earliest showing if it is coming soon. The user cannot select dates that the movie is not showing, and they are greyed out as an affordance.

The user can navigate between months.

Movie viewing times are shown for the selected date. Each time shows the number of available seats. The user can click on the book button next to the viewing time to book a ticket for the selected date and time, this will take the user to the select ticket page.

If there are no more seats available for a time, the book button will be greyed out so the user cannot select it.

Select Tickets page

The select tickets page allows the user to select the desired number of tickets to book. The total tickets to be booked for the movie is shown at the top with the movie name and the total cost.
There are different types of tickets, depending on payment method and loyalty points. Next to each ticket type is an up and down arrow, this allows the user to increase or decrease the number of tickets for that type. A multiplier appears next to the ticket type price with the amount of tickets selected so far.

After tickets have been added the user can click on the next button that will take the user to the select seats page.

A negative number of tickets cannot be booked, nor can more than the available amount.

Select seats page

This page allows the user to select as many seats as tickets were selected (user cannot choose more seats than tickets).

The seats are shown as laid out in the cinema, and indicates where the screen is.

The user selects and deselects seats by tapping on the desired seat. Available seats are blue, selected seats are pink and unavailable seats are greyed out and cannot be selected. We opted to not use a key, and instead make the couches exactly 2x the width of a normal seat to indicate its ticket “cost” (couches count as 2 seats).

After all the seats have been selected the user can click the next button, this will take the user to the snack page.

Snacks page

This page allows users to pre-order drinks and snacks, so that they can collect them at the snack bar before the movie without waiting in line and ordering/paying before the movie.

Clicking on a different size price will add that size item to the user’s order. At the bottom of the page is a fixed “cart” that shows the current total of the user’s order (including the ticket cost). From here, the user can remove items or continue to the checkout page.

Checkout page

This page gives a summary of the booking, showing the total cost, total tickets, snacks selected, the selected movie, the date and time of the movie, and the cinema location.

To pay for the tickets and snacks the user clicks on the pay button, which presents a payment modal:

Payment page

This page allows users to pay for the tickets and snacks via credit card.

User must enter card number, name of card holder, card expiry date and card code. Where after the user can click pay to ending the booking. While entering the details, automatic validation occurs. The card validation will automatically detect what type of card it is (Mastercard, Visa, American Express) from the card number to show that the entered value is correct.

The Pay button only becomes available once the entire form is correct. Pressing it requires the user confirm the payment amount.

The cancel button allows the user to go back after a dialog confirming this action.

Bookings page

This page shows current bookings, if any, and a summary of information. If there are no bookings, text is shown stating so.

The summary entails: movie name, number of tickets, date and time of movie, cinema the movie was booked, seats booked, and snacks ordered.

User Tasks

General user:

Task 1: Change current cinema location.

Task 2: Book a ticket for a movie.

Task 3: Select movie type, either 2d or 3d depending if it is available at the specific cinema.

Task 4: View movie description before deciding what movie to book a ticket for.

Casual user:

Task 1: Book 5 tickets for you and your friends, then after choosing seats go back and remove one ticket.

Task 2: Pre Order drinks and snacks for movie.

Couples:

Task 1: Book a love couch.

Avid:

Task 1: Book a seat for yourself after first checking movie cast and reviews.

Task 2: Book a ticket for a upcoming movie.

Usability Testing

1. Pre-test planning

The participants were chosen by availability and those who fitted our user group specifications, which is anyone who watches movies in theatres and has used the current Ster Kinekor app or website before.

The tasks were chosen based on the main objective of the app/website, which is to book a movie ticket at a ster kinekor theater with as little effort and as much information without bombording the user with information.

Interaction with the users will be in 3 parts: First the introduction where we will introduce ourselves and explain what we are testing and what the test is about. Second, we will do the test with as little direct interaction with the users as possible so as not to influence the outcome of the task (as little as possible with direct participation in a controlled environment). Thirdly were the test is complete we thank the users and give them an incentive for participating in the test and as a thank you.

We decided on screen and audio recording (using DU Recorder) the users’ interaction with the website to be able to see what they do and how they attempt the tasks. We also will be taking notes and filling in a form as the users complete tasks, to be able to note any critical points, general comments and the time taken to complete a task.

We used Ionic DevApp to run the apps on 3 android devices that the users would use for the testing, to avoid long setup and compatibility issues.

2. Process followed

We started the usability test with a scripted introduction, in which we introduced ourselves, the product, the purpose and actions involved in the test, and a brief summary of the consent form. We then asked users to sign the consent form.

We tested three users at a time (first was three then two since we only had five users) in which a user and an observer would sit next to each other in the testing area, separate from waiting users. The user read the task as indicated in the user document and followed the instructions. The users were encouraged to use the think aloud method so that the users could externalise their thinking, such that we could make notes and gain a deeper understanding of their opinions of the website.

The testers sat beside then and documented the process, by giving the user a score per task (0 – did not complete, to 5 – completed without problem) and made general notes on how the user interacted with the app.

After the test was complete the user was thanked and incentive was given.

We did not meticulously record the time to complete the task as mostly the users finished the task in no time and the we would be able to get the time to complete the task from the recordings – we were more interested in observing the users and noting problems.

3. Tasks performed by users

The set of tasks laid out below were chosen to test a “worst-case” situation for users using the website: while it is easy enough to purchase a ticket through the website, it becomes more challenging when one has to correct previous actions. Our testing follows a narrative of the user booking tickets for them and their friends – a common use case for the website. In a situation like this in real life, things tend to go wrong: a friend cancels at the last minute, or plans fall apart.

Our tasks start out relatively simple, allowing the user to explore the website for a little bit before asking them to perform more complicated tasks. We believed that this would be a more realistic approach to how the user would use the website. We also didn’t want to hold the users’ hands too much, so some tasks involve many subtasks based around a simple action.

The text in italics describes the purpose of the task. This was not shown to the users.

For all of the following tests, assume the date is 30 March 2018.

  1. Select the closest cinema to your current location.
    This task was performed to test the usability of the cinema selection page. This tested if users could easily find the closest cinema with minimal cognitive load. This also tested whether the design metaphor of a map would work well, or if users would find it limiting.

  2. Look through a few of the movies for some movies you would like to watch.
    When using a new phone, one tends to enjoy simply swiping between screens to feel how fast it is. We wanted to test if users would feel the same with the website. If users enjoyed exploring the website, we would consider this a success.

  3. You and your friends are at Brooklyn Mall. You want to watch a movie, but find that the tickets are too expensive. Find a cheaper cinema close to you.
    This  tested whether users could find the cinema selection page again, and, if they were able to, find a cheaper cinema still close to them with minimal cognitive load.

  4. Your friends are busy tonight. Find a time that you and your 3 friends can watch Ready Player One at Sterland cinema on a Friday in April.
    We wanted to test if users could easily navigate the calendar (by setting the date to the end of March, we forced the users to have to navigate to the next month) to find a specific day of the week the movie is still showing, then find a time that has at least 3 seats available.

  5. Find out how much it will cost for 4 full price tickets.
    This task serves as a small break for the user, so as to not overwhelm them.

  6. You have discussed with your friends and found that Saturday 7th April at 2PM is the only time you can all make the movie. Book 4 full-price tickets for this date.
    This task involved the user navigating back and correcting their actions performed in tasks 4 and 5. We wanted to test if users would find it easy to correct actions, and if it would be jarring if, after navigating back, some options they had previously made (number of tickets) would still be present.

  7. You see that you can preorder snacks, and ask your friends if they want anything:
    Your friend Mike wants a large Coke and a medium popcorn.
    Jane wants a medium box of Astros.
    Matt says he will buy in the queue if he feels like it.
    You want a large Coke and a large popcorn.
    This tested the usability of the snacks page. We wanted to see if users would the shop interface intuitive in performing a real-world task of booking many different items of different size and quantity.

  8. Mike just phoned you to let you know that he can’t make it, but the rest of you still want to go. Remove his ticket and snacks.
    This is a very large task for the user, which involves many corrective actions and cognitive load. This showed us how easy it would be for the user to go back several steps of the ticket booking wizard, make changes and return to the current page.

  9. Complete the order (credit card info found on task assessment page)
    In this step, we wanted to see if users would feel confident in knowing that their purchase had been made – the user wants to know immediately that their money has not gone to waste.

4. Evaluation methods

Empirical evaluation: We used the time taken per task method to be able to see if users grasp what the task entails. We can see if the users understood what to to by comparing them to the user group, if someone took longer than the group average then it is clear that the user struggle with the given task.

Observation: We used the observation method to observe the users as they completed the tasks to read the users body language and facial expressions. In doing this we (the testers) can see if the users reactions when reading what they should do and if any indication of confusion appears which would indicate that either the task or the app was laid out correctly.

Screen recording: We used screen recording software that allowed us to record the user while they used the app as well as the users touches as they were using the app. This allows us to see if the users followed the steps that we predicted they would or not.

Think aloud: We asked the users to use the think aloud method while they took the test to get a better understanding of what they are thinking and how they are approaching the task at hand. And so that we can quickly pick up if they do not understand the task as intended.

Questionnaire: We used a questionnaire to ask basic questions at the end of the user testing to get a feel for how the users experienced the website, and record their emotional response in a measurable way.

5. Results

Time taken per task:

Task NumUser 1User 2User 3User 4User 5Average
1201926162120,4
239264974032,2
3241542124327,2
44120116366154,8
510292213816,4
6102535222423,2
7402133333632,6
8676953293650,8
98753624244
57,6

User score per task

TASK NUMUSER 1USER 2 USER 3USER 4USER 5Average
1555544.8
2555555
3355554.6
4554544.6
5355554.6
6354534
7555555
8352413
935554.5

Questionnaires

User responses

QUESTION USER 1USER 2USER 3USER 4USER 5Positivity
122222100%
222222100%
31221280%
422222100%
51211160%
622222100%
722222100%

We elected to ignore some comments such as “faster reaction time when button is clicked”, because this was a result of the prototyping tools used, and we expected such results. A final version would have far better performance. We did, however, note this as something that is important to users.

6. Conclusion

We overall found the prototype to be a success, but modifications can definitely be made to make it more user friendly.

Users found finding the closest cinema – and the closest, nearest cinema – very easy. Some users commented on the usefulness of the feature, and noted that they didn’t know different cinemas had different pricing. We consider this feature to be a huge success, as it was one of the major flaws of Ster Kinekor’s current website. We would, however, like to add a search bar to this, as it was a requested feature, and improve the layout to prioritise the map over the list of cinemas.

Users generally found navigating the website to be easy and enjoyable, and found it visually appealing. The design metaphors we used, for example the calendar time selector, worked well, and did not seem to limit the users’ understanding of the website’s capabilities. The seat selector, though, could use some improvement with a key and making changing seats easier.

Users found task 6 to be difficult (changing the date and booking tickets for the new date). Additionally, users were only 60% positive towards how easy it was to rectify mistakes. This is a major concern in need of change for future version.

Users noted a few changes that we strongly agree with that would be implemented in future versions:

Usability Test

Introduction

The team (in any order)

Matthew Evans

Andreas Louw

Bryan Janse van Vuuren

Cameron Trivella

The product

Purpose of the test

How the test will be conducted

Notes to the users

Monitoring

For each task, allocate a success ratio and monitor the time it takes to complete. Also mark the time it took to complete the task.

We want to use the think aloud method. Takes notes of anything of interest that they say (negative or positive remarks).

  1. Select the closest cinema to your current location.
    User should select Brooklyn Mall


  2. Look through a few of the movies for some movies you would like to watch.
    Give the user a few minutes. This is to test how much the user likes the interface. If they tend to look at many movies, check out info and cast, we can consider it good. If they don’t like moving around the website, then it’s not enjoyable to explore.


  3. You and your friends are at Brooklyn Mall. You want to watch a movie, but find that the tickets are too expensive. Find a cheaper cinema close to you.


  4. Your friends are busy tonight. Find a time that you and your 3 friends can watch Ready Player One at Sterland cinema on a Friday in April.
    User will have to select Friday 6 April 2018.


  5. Find out how much it will cost for 4 full price tickets.
    User will find that it costs R120


  6. You have discussed with your friends and found that Saturday 7th April at 2PM is the only time you can all make the movie. Book 4 full-price tickets for this date.
    Challenge the user to remove a seat and put it elsewhere


  7. You see that you can preorder snacks, and ask your friends if they want anything:
    Your friend Mike wants a large Coke and a medium popcorn.
    Jane wants a medium box of Astros.
    Matt says he will buy in the queue if he feels like it.
    You want a large Coke and a large popcorn.
    Results should be: 2x large Coke, 1x Astros, 1x medium popcorn, 1x large popcorn


  8. Mike just phoned you to let you know that he can’t make it, but the rest of you still want to go. Remove his ticket and snacks.
    User should remove the ticket (now 3 full price tickets), change the seating layout if desired, remove a large coke and medium popcorn.


  9. Complete the order (credit card info found on task assessment page)
    User should use the fake credit card to enter the number

User Tasks

For all of the following tests, assume the date is 30 March 2018.

  1. Select the closest cinema to your current location.


  2. Look through a few of the movies for some movies you would like to watch.


  3. You and your friends are at Brooklyn Mall. You want to watch a movie, but find that the tickets are too expensive. Find a cheaper cinema close to you.


  4. Your friends are busy tonight. Find a time that you and your 3 friends can watch Ready Player One at Sterland cinema on a Friday in April.


  5. Find out how much it will cost for 4 full price tickets.


  6. You have discussed with your friends and found that Saturday 7th April at 2PM is the only time you can all make the movie. Book 4 full-price tickets for this date.


  7. You see that you can preorder snacks, and ask your friends if they want anything:
    Your friend Mike wants a large Coke and a medium popcorn.
    Jane wants a medium box of Astros.
    Matt says he will buy in the queue if he feels like it.
    You want a large Coke and a large popcorn.


  8. Mike just phoned you to let you know that he can’t make it, but the rest of you still want to go. Remove his ticket and snacks.


  9. Complete the order (credit card info found on task assessment page)

Task assessment template (1 per task)

Task number: __

Circle:

1 – Unable to complete task, asked for help
2 – Unable to complete task

3 – Task was completed, but had difficulty

4 – Task was completed, but not efficiently (e.g. difficulty navigating)

5 – Easily able to complete task

Time taken: __ minute(s) __ second(s)

Remarks:
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Fake credit card

-------------------------
|                         |
|   5154 6789 1234 5555   |
|   J DOE         11/22 |
|   CVV: 123              |
|                         |
---------------------------
                     

Questionnaire

  1. How easy would you rate using the website? Circle one:
    A. Infuriating
    B. Neutral
    C.Enjoyable


  2. How likely would you be to book tickets online using this website rather than queueing? Circle one:
    A. Not likely at all
    B. I might
    C. I would definitely use it


  3. Did you ever at any point booking your ticket feel lost? Circle one:
    A. I felt lost often
    B. Not really
    C. I found navigating the website very easy


  4. How confident did you feel using the website? Circle one:
    A. Not confident
    B. Not sure
    C. Very confident


  5. When a mistake was made or needed changing, how easy was it to fix that mistake? Circle one:
    A. Easy
    B. Neutral
    C. Difficult


  6. Was it easy to find a cinema you were looking for? Circle one:
    A. No, it was difficult
    B. Somewhat
    C. Yes, it was easy


  7. Did you find the design of the website appealing? Circle One:
    A. No, it was unattractive
    B. It was okay
    C. Yes, it was appealing



  8. Do you have any recommendations? Anything you would like to see changed.
    _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________


  9. Do you have any general comments about the website?
    _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Appendices

A (redacted) filled in consent form
A filled in user survey
A filled in response form