How User Experience Can Be Improved Through Research, Experimentation, and Feedback

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Any Any internet software is only as good as the people who use it think it is. When it comes to user experience, ease of use, efficiency, and simplicity are some of the most crucial aspects to keep in mind. TESO has spent the last two years building a team that is critical to our users’ pleasure. While not directly related to the COVID-19 pandemic, the expansion of our user experience/user interface team has helped us adapt to the ever-changing demands of online learning.

With a focus on the test-taker journey, it was clear that research should start with first-timers. The findings revealed that we could enhance satisfaction scores and shorten the time it takes for a test-taker to begin their exam after conducting study on first-time test takers vs. repeat test-takers. But how is this to be accomplished?

Here are a few examples of how TESO’s user experience team has turned research and trials into real-world enhancements for our test participants.

Using Technology to Promote Preparedness

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Test It Out is a feature in TESO‘s proctoring system that allows students to test their equipment at any time to ensure they’re ready for exam day. The purpose is to ensure that test takers know what they need from a technological standpoint for online proctoring, as well as a sure-fire approach to reduce the possibility of a technical issue occurring during an exam.

We considerably improved the Test It Out functionality in 2019, increasing the number of technical areas assessed from four to fifteen. The usefulness of this feature was obscured by an unappealing user interface, despite the fact that it constituted a significant advance. Throughout 2020-2021, the following enhancements were performed in response to customer feedback:

  • The documentation was rewritten from the standpoint of the student.
  • Warning messages with less technical jargon
  • Visual indicators for important warning messages vs. informational ones have been added.

Through the Proctor’s Eyes, Improving the Student Experience

While our primary focus during this study period was on the test-taker experience, it was critical to look into all aspects of the test-taker journey. A research study was initiated in early 2020, prior to the pandemic, with the goal of increasing proctor efficiency. As a result of the findings, we discovered that boosting proctor efficiency had a favorable impact on the test-taker launch process.

To put things in perspective, the launch procedure is the time it takes for a student to enter their exam after being linked to their proctor.

We ran an experimental interface against one of our help lines and were able to save 8 seconds per launch after multiple rounds of inclusive research where proctors from various geographies and expertise levels were able to contribute their insights.

Making Scheduling Easy

Making an appointment for anything appears to be a straightforward chore, right? Choose a day and time that is convenient for you. It’s more complicated than you might believe, and in the online world, it’s critical to provide users with a helpful and enjoyable experience.

The researchers realized in June 2021 that user behavior when scheduling an exam appointment didn’t fully match their hypothetical models. As a result, study began. We were able to isolate a few points in the process that contributed to confusion after numerous rounds of experimentation. While these findings are still being reviewed, we hope to be able to lessen the stress associated with arranging an exam appointment and provide useful solutions in the near future.

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