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Usability test

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Jordan Gould
Jordan Gould

This document proposes testing a live chat feature for Fab's customer support. It would test whether customers prefer live chat over email and phone support. It also seeks to understand the best placement for a live chat option and what users expect from it. The test would survey existing and potential customers, focusing on younger, lower-income, and minority demographics. It aims to determine if live chat helps customers find help easily, resolves issues more efficiently, and increases brand loyalty and conversion rates by offering faster support.

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FAB.COM Jordan Gould DRTL 4070
Test the implementation of a live chat feature into Fabs customer support options, which currently only include email and telephone.
If customers prefer to use live chat versus email or telephone. If there are other things users would like to have available when it comes to the sites customer service. What would be the most effective placement for a live chat option. What a user expects from a live chat option.
Existing customers Important that existing customers feel comfortable using the new feature. Can identify existing customers attitudes towards the new feature. Potential customers Potential customers are more likely to use support, because they are not as familiar with the website, so they will also be an important part of the study.
Mostly female, less than 18, income between $0-$50k, African American, Asian, and Hispanic.
Is it easy for the customer to find and use the live chat? Success = Yes it is! When a customer is presented with a problem, will the user choose to use live chat before email or telephone? Success = Yes they will! Does the customer feel as if their problem is resolved more efficiently with live chat compared to email or telephone? Success = Yes they do! How might this feature influence brand loyalty? Success = Positively!
Conversion rate If our customers have an instant and easy way to resolve their problems, then they are more likely to continue using the site and ultimately make purchases. If customers cant resolve their problems in a timely manner, they leave! Increase return visitors Live chat should offer a faster way to resolve customer issues, therefore enhancing the customers experience, creating positive attitudes towards the website, and increasing chance of a return visit.

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Usability test

  • 1. FAB.COM Jordan Gould DRTL 4070
  • 2. Test the implementation of a live chat feature into Fabs customer support options, which currently only include email and telephone.
  • 3. If customers prefer to use live chat versus email or telephone. If there are other things users would like to have available when it comes to the sites customer service. What would be the most effective placement for a live chat option. What a user expects from a live chat option.
  • 4. Existing customers Important that existing customers feel comfortable using the new feature. Can identify existing customers attitudes towards the new feature. Potential customers Potential customers are more likely to use support, because they are not as familiar with the website, so they will also be an important part of the study.
  • 5. Mostly female, less than 18, income between $0-$50k, African American, Asian, and Hispanic.
  • 6. Is it easy for the customer to find and use the live chat? Success = Yes it is! When a customer is presented with a problem, will the user choose to use live chat before email or telephone? Success = Yes they will! Does the customer feel as if their problem is resolved more efficiently with live chat compared to email or telephone? Success = Yes they do! How might this feature influence brand loyalty? Success = Positively!
  • 7. Conversion rate If our customers have an instant and easy way to resolve their problems, then they are more likely to continue using the site and ultimately make purchases. If customers cant resolve their problems in a timely manner, they leave! Increase return visitors Live chat should offer a faster way to resolve customer issues, therefore enhancing the customers experience, creating positive attitudes towards the website, and increasing chance of a return visit.