Usability Test Script Generator

Study: Moderated usability test | Format: Remote | Length: 45 minutes | Looking at: the checkout flow

Participant: a frequent online grocery shopper

Text in [square brackets] is for you to fill in. Text in quotes is read aloud. Change anything you like.

Before you recruit: run the script once with a colleague to catch unclear tasks. If the tasks do not depend on each other, change their order between participants so one task does not always get the freshest attention.

"Before I ask you a few questions: we'll use your answers only to decide whether this study is a good fit for you, and we'll delete them within [1] month if it isn't. Our privacy notice is at [privacy notice link]."

Note for you: send the privacy notice with your recruitment message, before collecting screener answers. People should see it when you first collect their details, not at the session.

1. In your own words, what do you mainly use the Corner Grocer app, or similar products, for? (Open answer) Moderator note: qualify if the answer relates to [the area you are testing].
2. Which of these best describes you? (Choose one) A. A frequent online grocery shopper B. [A different group you are not recruiting] C. [Another group you are not recruiting] D. None of these Moderator note: qualify on A only. Do not tell people which answer you are looking for.
3. Which of these have you used in the last three months? (Select all that apply) the Corner Grocer app; [a similar product]; [another similar product]; None of these Moderator note: qualify if [the range you need, e.g. includes the Corner Grocer app]. Decide this before you recruit.
4. Do you, or does anyone in your household, work in UX design, market research or advertising, or for the company behind the Corner Grocer app? (Yes / No) Moderator note: screen out Yes.
5. Are you 18 or over? (Yes / No) Moderator note: Yes is required. Do not book anyone under 18.
6. The session is a video call of about 45 minutes, and you would share your screen. Can you do that on a [laptop / phone] with a stable connection on [dates]? (Yes / No) Moderator note: qualify on Yes. Recording consent is asked at the session, not here.

"Hi [participant name], thanks for joining me. I'm [your name]. I'm not here to test you - we're testing the Corner Grocer app. Honest reactions, good or bad, are the most useful thing you can give us."

"Today I'd like to see how you get on with the Corner Grocer app, in particular the checkout flow. You can't do anything wrong. If something is confusing, that's useful for us to know."

"As you go, please think out loud: say what you're looking at, what you're trying to do and what you expect to happen. I may not answer questions during the tasks, because I want to see what you'd do on your own."

Note for you: This is a template, not legal advice - check it against your organisation's privacy notice.

"Before we start, I'd like to explain how we'll use what you tell me. [Organisation name, e.g. Acme Ltd] is responsible for your data (the 'data controller'). If you ever have questions about your data, you can email [contact email, e.g. research@acme.com]. This session is for people aged 18 and over."

"I'll take notes. I'd also like to record your screen and your voice, but only if you agree. You can say no to the recording and still take part."

"[We use Zoom / Teams / Google Meet] for the call and [no transcription tool / Otter / Teams transcription] to transcribe it."

Note for you, read aloud only if it applies: "[If any tool stores data outside the UK: name it and say how it's protected.]"

"We're doing this research to improve the Corner Grocer app. We won't use what you tell me for marketing or sales."

"We rely on your consent to collect this information."

Note for you: Students: use the lawful basis on your ethics approval. If it says public task or legitimate interests, change the lawful basis in the form.

"Please don't share health, financial account or other sensitive details, or personal information about other people. If something comes up, I'll leave it out of my notes."

"Only [named team or people, e.g. the UX research team] will see the notes and any recording. We won't share them outside [that team]."

"It's stored [where, e.g. a restricted folder on our company drive]. Recordings are deleted within [3] months. Anonymised notes are kept for up to [12] months."

"You have the right to see the information we hold about you, to have it corrected, and to complain to the Information Commissioner's Office (ico.org.uk) if you're unhappy with how we handle it."

"You can stop at any time during the session. Afterwards you can withdraw until [date / two weeks after the session]; after that, your input may already be anonymised and combined in our findings, so we can't separate it out. To withdraw, email [contact email, e.g. research@acme.com]. There are no consequences for stopping or withdrawing."

"You'll get [the incentive, e.g. a 20 pound voucher] whatever you decide about recording or quotes, and even if you stop early."

"Our privacy notice is at [privacy notice link], and I can send it to you."

"Three quick questions. One: are you happy to take part on that basis? Two: are you happy for me to record? Three: are you happy for us to use short quotes from this session in our reports, without your name or anything that identifies you? Each is a separate yes or no. Do you have any questions before we begin?"

Start the recording only after you hear a clear yes to the recording question. If the answer is no or unsure, take notes only.

Log the consent: Take part: [yes / no]. Recording: [yes / no]. Anonymous quotes: [yes / no]. Given at [time], by [verbal - noted by moderator / written / chat message].

• "Tell me a little about yourself and what you do day to day."
• "How often do you use apps or websites like this one? Tell me about the last time."
• "Have you used the Corner Grocer app before? What for?"

Give one scenario at a time, on paper or in the chat. Read it out and let the person start. Stay quiet and take notes. Do not point at things or explain the design.

Scenario: "It is Thursday evening and you are out of most things in the fridge. You want to get your usual weekly shop delivered on Saturday morning. Using the Corner Grocer app, show me how you would go about that, and keep talking me through what you are thinking."

Done when: [what success looks like, e.g. the person reaches the confirmation screen]

Watch for: [where you expect people to hesitate or go wrong]

Probe, only if needed:

• "What are you thinking now?"
• "Talk me through what you're looking for."
• "What would you do next? What makes you say that?"

After the task: "Overall, how easy or difficult was that, from 1 (very difficult) to 7 (very easy)? What made you say that?"

Scenario: "You open your order and see one item is marked as out of stock. You want to swap an item that is out of stock for something else. Using the Corner Grocer app, show me how you would go about that, and keep talking me through what you are thinking."

Done when: [what success looks like, e.g. the person reaches the confirmation screen]

Watch for: [where you expect people to hesitate or go wrong]

Probe, only if needed:

• "What would you do next? What makes you say that?"
• "What did you expect to happen when you did that?"
• "Can you say more about that?"

After the task: "Overall, how easy or difficult was that, from 1 (very difficult) to 7 (very easy)? What made you say that?"

Scenario: "You are thinking of moving to a new flat across town. You want to find out how much delivery would cost to your address. Using the Corner Grocer app, show me how you would go about that, and keep talking me through what you are thinking."

Done when: [what success looks like, e.g. the person reaches the confirmation screen]

Watch for: [where you expect people to hesitate or go wrong]

Probe, only if needed:

• "Can you say more about that?"
• "What did you do next?"
• "What are you thinking now?"

After the task: "Overall, how easy or difficult was that, from 1 (very difficult) to 7 (very easy)? What made you say that?"

If someone is stuck for more than a couple of minutes, ask "What would you do if I weren't here?" before you help, and note that you stepped in.

• "What was the easiest thing about using the Corner Grocer app today?"
• "Which part would you like to tell me more about? How did that part go for you?"
• "If you could change one thing, what would it be?"
• "How would you describe the Corner Grocer app to a friend?"
• "Is there anything I didn't ask that I should have?"

"Thank you, that's really helpful. I'll stop the recording now. Your [incentive] will [be sent how and when]. If you change your mind about any of what you agreed today, email [contact email, e.g. research@acme.com]. Do you have any questions for me?"

Stop the recording, then write up your top three observations while they are fresh.