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Usability Testing in the Lab: Sprint and Nextel Telecom Bills Overview Do you pay much attention to your wireless phone bill after the first few paper invoices, or do you sign up to pay it automatically because you don't want the hassle of trying to figure it out? The goal of the study was to review the current bills, and then to evaluate new designs.
Accomplishments The evaluations indicated that the new designs were an improvement over the older designs, but that there was still work to accomplish. This Kansas City Star article takes note of bill design change. (PDF) Building on That A more notable finding came from an insight I had after the first rounds of testing. In reviewing how users get their bills paid, data trends showed that considerable effort was exerted in splitting bills. For example, how do you split the taxes and minutes used. As a result, I added probing questions on to the end of the study concerning how customers go about paying their bills, particularly in a splitting scenario. My findings indicated that indeed, there were specific trends in how user's split their bills. This finding eventually lead to the design of a special section in the bill that presented different options on how to split the bill along with the calculations. A patent was submitted for the calculation method. Skills
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The invoice to the right is an example of one of the prototypes used during the study. The general study outline included the following: