UX Research Questionnaire
How to structure a UX research questionnaire?
The document is divided into below sections:
1. Hypothesis
2. Introduction
3. Pre-test
4. Test/Tasks
5. Post-test
6. Summary
1. Hypothesis : This questionnaire stands for Digi Insure, a digital insurance
company which takes a “digital-first” approach, strongly-emphasising digital
technology-to business operation and customer integration. We are leaning
towards using VCIP technology, digital and video KYC for ease and smoother
customer-centric approach.
With this understanding, I am putting down the skeleton for a questionnaire for UX research, each stage is divided into goals, questions and probes to get the maximum idea of the user’s behaviour, needs and wants.
2. Introduction
Goal: to make sure the user understands the plan for the session.
Usually, the only question we ask the user during the intro is:
“Do you have any questions before we start?”
It is a clarifying question.
If we are going to be asking the user a lot of questions throughout the session, the intro is the best moment to tell them that we are not testing their intelligence or savviness, and that the reason why we will be asking questions is because we want to understand clearly why some things might be working or not, so that we can better inform future steps.
3. Pre-test
Goal: to understand what type of user is doing the testing.
Very often, before the user starts experiencing the product, a brief pre-test interview is conducted. Sometimes, this is done in a questionnaire before we meet the user in the session. This interview focuses on helping us understand the user’s attitudes, goals and behaviour.
To understand demographics:
Q1. Can you tell me briefly about yourself?
Probe 1. What do you do?
Probe 2. What is your household composition?”
Q2. On a scale of 1 to 5, where 1 is Nothing at all, and 5 is Very much, how would you rate your confidence/comfort using digital experience for insurance?
Why?
Q3. On the same scale, how much do you know about home insurance digitally?
Why?
Q4. What do you like or dislike about the last time you tried insurance digitally?
To understand behaviour and context of use:
Q5. How often do you do research about insurance online?
Probe 1. When was the last time you did it?
Probe 2. What tasks did you do?
Probe 3. What devices do/did you use for that?
Probe 4. How was your experience then? Did you encounter any difficulties? Which ones?
Q5. Which of the following statements match how much you know about insurance digitally?
a. I know nothing about that.
b. I know a bit, but I could definitely learn more about it.
c. I know a lot, there are very few things I don’t know well.
d. I am an expert. I manage these concepts daily.
4. Test/Tasks
Goal: To understand how the user uses the product to complete a set of tasks, why they use it that way, and what they experience as they do so. In this step, the user performs each planned task using the product. For products in early stages of development, it is more common to have a moderator lead the session and ask questions about the experience to make sure there is rich qualitative data about why an approach might work or not.
These questions focus on understanding why and how the user did or tried to do something with the product, and what expectations they had after a specific set of actions.
Q6: I noticed you skipped text at page 3 about the process. Can you please describe what
happened at that moment?
Probe 1: What exactly did you do?
Probe 2: Why did you take that approach?
Q7: I noticed you tried interacting with More Info carousel a couple of times, but nothing happened as a result. Can you tell me what your expectations were at the moment?
Even if sessions go in an unexpected direction or if some behaviours or events are not observed, a few of these common questions can be asked after users complete each task:
Q8. How did you find the experience of using the system to complete this task?
Probe 1. How did you find the language used?
Probe 2. How did you find the navigation (or search functionalities)?
Probe 3. How did you find the layout of the content?
Probe 4. How did you find the amount of scrolling you had to do on your phone to complete the task?
Q8: Would you agree that the system reading your Licence number itself is better than you inputting it yourself?
Probe 1: What do you think of this [other approach]?
Q9: Can you tell me what you think about these icons?
Probe 1: What do you expect to happen if you interact with this icon? Why?
Q10: Which of these two approaches/options do you find better? Why?
Satisfaction rating: On a scale of 1 to 5, where 1 is not at all easy and 5 is very easy, how easy was it to complete the task using VCIP?
Why that rating and not some other?
5. Post-test
Goal: To understand the overall user experience and get feedback on any additional elements not covered with the tasks.
● The post-test interview can be a retrospective conversation about the system
throughout all the tasks and sometimes can include requests for the user to go back
to the product and explore additional features.
Q11. How would you describe your overall experience with Digi Insurance VCIP now
that you used it to complete a few tasks?
Q12. What did you like the most from Digi Insurance? Why?
Q13. What did you like the least? Why?
Probe 1: Did you encounter any difficulties as you used Digi Insurance? Which ones?
Q14: As you performed the tasks, did you notice these [captions, headings, menu options,
icons, links] in any of the screens you saw?
Probe 1: What do you understand they relate to?
Probe 2: Do you think they could help you do some of the tasks you did today? How?
6. Summary
Depending upon the inputs of the multiple users on the user journey, pain-points, whys
and whats and later funnelling these answers a document could be created with possible solutions to the pain-points of the user.