The purpose of this study is to understand user behaviors and expectations related to the Instructions and Features on the FAQ page of the TDM Calculator. The FAQ page provides an organized list of questions and answers that are commonly asked while navigating the many aspects of the TDM Calculator.

1. Prerequisites
   1. Test Plan
2. Preparation
   1. Website Overview Page
   2. Target Users
   3. Sample Project Landing Pages
3. Recruitment
   1. End Users
4. Interview Logistics
   1. Interview Materials
   2. Tool Setup
   3. UXR Training
5. Results
   1. Interview Records
   2. Data Analysis
   3. Findings
6. Additional Resources
   1. Guide to Usability Testing
   2. Referenced Resources
   3. Contact Us

• Created test plan for the FAQ Instructions and Features.
  • RP009: FAQ Instructions and Features Page Research Plan
    • Referenced prior usability testing RP004: Reset Button Usability Test to reuse and update relevant testing materials and tools.
    • Discussed recruitment with PM.
    • Created [RP009: Participant Tracker - De-Identified] from the templates used in previous rounds of testing.

• Reused the overview webpage [webpage needs update], which presents the TDM Calculator project.
  • Introduces LA TDM Calculator Project with details about:
    • TDM and TDM Calculator
    • TDM Program Update
    • Current status of TDM Calculator
    • Resources from LADOT

• Utilized HfLA community to represent users for usability testing.
  • [DR Determining who to recruit for the FAQ Instructions and Features Usability Testing Stage 1]

• Reused the basic landing page structure from RP004: Reset Button Testing to create the [RP009: FAQ Instructions/Features Landing Page].

• Sent out a [recruitment message] via Slack that allowed participants to sign up for usability testing time slot via a Google Calendar link.
• Recorded participant appointments on the [RP009: TDM Participant Tracker - De-Identified]
  • [Full participant tracker in the PII drive] contains information about each participant’s name, interviewer, testing date and time, and landing page assignment. Contact research lead for access if needed.

• Referenced prior usability testing RP002: Usability Testing 2.
• Created [RP009: FAQ Instructions and Features Testing Script]
  • Interview script for 1:1 interviews includes intro, site testing, and closing questions, which helps UXR to follow the same procedures for all interview sessions and make notes accordingly as interviews proceed. A copy of this template is created for each interview and the link placed into the Usability Testing Session Table.
• Used the TDM background image for each interview session.

• Used HfLA Slack channels for recruitment.
• Used the TDM-UX@Hackforla.org email address to set up a Google Calendar event that allowed participants to select the time slot that worked best for them.
• Used HfLA Zoom account to conduct and record interviews.
• Used Zoom's built-in transcription feature to transcribe recordings.

• UXR leads reviewed RP002: TDM UXR Team Lead Responsibilities for Usability Testing to ensure consistency between previous testing procedures and the My Projects page testing.
• Created [RP009: Researcher Instructions] to ensure all interview procedures follow the same format and to address any issues with the process before conducting live interviews.
• Created [RP009: Interview Process Guide] to provide researchers instructions for accessing the tools and materials needed to conduct interviews.
• Created [RP009: Documenting Observations and Starting the Affinity Diagram] to ensure all researchers followed the same process for analyzing transcripts and contributing to the affinity diagram.

• Saved [interview records] in the PII drive. Contact research lead for access if needed.

• Conducted the initial organization of the quantitative data in the [RP009: My Projects Page Analysis]
• Utilized FigJam to analyze data:
  • Created a [sticky note grid] and organized participant responses to the questions.
  • Created [affinity diagram] to further code interview responses based on trends and themes in the responses.

• Created [Round 9 User Testing Insights Presentation] to discuss findings and potential solutions with stakeholders.

• GitHub Issue #1722 - EPIC: FAQ Instructions and Features Usability Testing Stage 1 (users: dogfooding)
• GitHub Wiki page for all prior TDM Calculator usability testing
• TDM Calculator Research Plan Template
• TDM Calculator Participant Tracker Template
• TDM Calculator UXR Presentation Template

• Our Slack channel: #tdm-ux.

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