DESKJET PRINTER EXPERIENCE AUDIT
Conduct an audit to evaluate the user experience of setting up a new HP Deskjet Printer.
THE PROBLEM
Positive Printer Setup Experience is a top contributor to positive product ratings from customers. How might we ensure that every new program that is released has a simple, intuitive, and delightful printer setup experience?
NOTE: Images are for reference and not from an actual session.
Participants completed an experience audit of a new HP DeskJet ADF unit to emulate the experience of the end-user from post-purchase, printer setup through hardware and software steps through the first print step. The session was moderated and documented by me -- as the UX design lead.
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The goal of the session was to identify any areas of improvement from a usability standpoint, document them, and identify action items/next steps. One of the artifacts of this exercise is an end-user journey map.
HIGH LEVEL TIMELINE
This project took 3 weeks from start to finish with 4 core team members and 10 participants who were observers.
MAKE OF THE TEAM
Four core team members were responsible for this project that included participants, observer a UX Design lead who was the moderator, notetaker and report writer.
KEY GOAL
The goal of this audit was o uncover problems and opportunities in designs and also learn about the target user's behavior and preferences.
MY ROLE
I was the UX Design lead for this project where I planned, moderated, documented and completed a report regarding the session.
In addition to participants in the usability lab, meeting attendees were observing the session from the observation room and from Zoom.
BRINGING IT ALL TOGETHER
A lot of preparation goes on to conduct an experience audit.
Since this is a user audit of a product with packaging, hardware, and software touchpoints a lot of preparation needs to be done. Some of the pre-event activities include
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Identifying the correct SKU and unit for the usability testing and placing the order
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Schedule the test with all stakeholders
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Identify and align in which use case to test the product on.
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Arrange for a device for testing
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Arrange for recording devices to document all touchpoints
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After the testing is complete, a proper production wrap up is done, followed by documentation of the areas for improvement and identifying owners of each area that needs to be worked on.
Sample Journey Map
After an experience audit, a journey map is created to document and communicate the end user's experience.
DESIGN AUDIT
The printer setup and onboarding experience has multiple touchpoints starting with packaging, followed by inbox materials, app, hardware setup, printer and app privacy, network connection, account creation, subscription and exploration.
Objective
The objective of an experience audit is to see how a product performs across all these touchpoints. In this case, the product was an all-in-one IoT Deskjet printer.
Setup Steps are completed on HP Smart App
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Deskjet Printer Control Panel & Description
Deskjet Printer In box Materials
HP Smart App Screenshots
KEY STEPS IN CONDUCTING AN EXPERIENCE AUDIT
Packaging & Learning Materials
Particpant reviewed external and internal packaging materials including graphics and messaging. Materials reviewed also included setup guide, flyers, regulatoru flyers etc.
Hardware Setup
Hardware Setup included setting up of the paper tray, loading paper, installing ink cartridges and going through the printer alignment steps.
Software Setup included downloading the app on a mobile phone, going through privacy screens, wireless network connection screens, account creation steps and services enrolment.
LESSONS LEARNED
The stakeholders and participants learned a lot after completing this product design experience audit.
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Identified bugs, experience, and design improvements before launch which resulted in cost savings
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One of the outcomes of this experience audit was a team decision and alignment to invest more time and money in experience audits before large-scale testing and product development milestones
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Documented issues and bug fixes helped with structured communication with the development team.