The Checkout team was looking to make some improvements to the checkout flow. I recommended we conduct a competitive usability test to see how LivingSocial compared to other sites. Seven users completed purchases on LivingSocial, Fab, Groupon, and Amazon and the sites were evaluated on both time and number of errors before a successful purchase.
The test revealed a couple problems with our login process. I presented the team with screenshots and page sequences of when login errors are affected the purchase flow. In addition to recommending ways to fix the problems I suggested other data to investigate to help confirm what I observed with a small group of users.
Sometimes a team needs quick feedback on a new design or answers to why a feature isn't getting used as expected. In those cases, rather than writing a full report, I highlight main issues and use screen shots to illustrate problems.
The Social Media Manager feature in Merchant Center was having a high abandonment rate in the account connection process. I set up remote observation with a few merchants to watch them try to complete the process. Later that day I sent the team a brief summary of where merchants were getting confused, which could cause them to not complete the process.
Used an iPevo camera and Reflector to capture both user gestures and high-quality screen capture in a single view.