Usability Testing

Extremely passionate about testing; I am an Industry Leader

Case Study: Masabi's Multple Travel Token Feature

Outcome of the Test

Validated the need for a new feature by gathering insights from various sources
Achieved 100% success rate on Maze mission blocks
Increased project feasibility and design confidence
Improved the usability and resource wastage

Context

At Masabi, we build white-label mobile and web apps for transport agencies around the world.

The key feature in our product is allowing riders to link travel tokens (think mobile barcodes or smart cards that can be tapped or scanned at terminals) to an account showing balance and transactions.

A common request was a way to manage multiple tokens from a single account.

Defining the Problem

Through the use of our own analytics, customer surveys and competitor analysis we discovered the following insights:

A number of users are linking multiple tokens using a web portal bug, indicating a desire to link multiple tokens.
Users who we identified as “parents” wanted control over their family’s travel funds, rather than having to manage funds for multiple accounts.
Our competitor analysis confirmed that this feature and pattern exists in other platforms.

Collaborativelly ideated;
but requires validation

After plenty of workshops and collaborative design sessions, we focused on one idea that had the most potential. But to proceed, we needed to validate that it would solve the problem without over complicating the experience.

Our Test

The main objective for our concept validation test was to make sure that users understood the idea of linking multiple travel tokens, and could navigate the app to register additional tokens.

We use Maze test platform that allowed us to link Figma Prototypes and then ask questions about it.

Apart from prototype 'mission blocks', we also included some specific tree tests and multiple choice questions to confirm that people understood the discount entitlements and fare capping concepts mentioned earlier.