Before testing we created a shared vision, established research goals and formulated hypotheses for the research with the NS Reizigers-team through a kick-off and workshop session.
After that, we followed our Continuous user involvement methodology: the ongoing involvement of users during the various stages of a project to gain more insights into their needs to validate the concept. Within this methodology we took surveys, did shadowing sessions with participants, scenario testing and applied analytics.
The research was done with a sample group of 60 participants.
Our research approach was twofold:
1. Open Field Test:
We validated users' behaviours in a natural setting. The participants were asked to use a TIER ebike through the NS app. We asked them to record their findings through a questionnaire they could access during their test ride. It allowed us to collect a total of 70 feedback forms related to the integration and the use of it, as some of the participants took several rides.
2. Scripted Field Test:
Based on our learnings of the open field test and the issues and flows we encountered, we created a predefined scenario. This was tested in person with a selected group of participants in 2 rounds .
It was an iterative validation, which means we applied this approach twice with 2 different sets of participants. This allowed us to take findings from the first test, sharpen them. revalidate them in the second test and either confirm or disprove the hypothesis. We gained valuable evidence on the next steps to take.