Case Study: Wahoo’s Fish Tacos

Services

  • Usability Testing
  • Focus Groups
  • Contextual Inquiry
  • Competitive Analysis

Need

Customers called Sony Customer Support with mechanical and software installation questions for the 2014 TV.  Sony ran an Out of Box Experience (OOBE) usability test to observe issues and brainstorm solutions.  Ucentric wrote the test script, moderated the sessions, analyzed the data, and recommended design solutions.

The team observed the issues first hand with real customers, instead of reading reports from Customer Support.  They identified where to make changes.

Removing the TV

We wanted to understand the typical ways our users took the TV out of the box.  We assessed the cues our packaging and documentation provided to guide users.  We identified cues that user overlooked and recommended how to make the cues stand out.

Considering all the parts

We observed how the users assembled the TV as they read directions and looked for parts.

Understanding the technology

We identified terms that confused users and processes that frustrated users.  We recommended changes to clarify content and streamline the installation flow.

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