Evaluate product search, comparison, and checkout.
For this test, we will simulate a real-life scenario where you're in the market for a new laptop and using Amazon to make your purchase. Please remember to think out loud for the duration of this test (10-15 minutes). You're a student who needs a new laptop for school. You've been using the same laptop for the past three years, and it's starting to show its age. Upgrading to a new laptop for schoolwork and some light gaming on the side would be best. You've heard great things about Amazon, so you've decided to check out their selection of laptops to find the perfect one for you. You have a budget of $1,000. Begin by saying aloud the type of laptop you're looking for. For example, you might say, "I'm looking for a 15-inch laptop with at least 8GB of RAM and a good graphics card." Try to find the perfect laptop for you. Use any keywords or filters that will help you narrow your search. When you've found something suitable, click 'Next Task.'
How difficult was it to find a suitable laptop?
Find two similar laptops that you like and compare them to each other. Explain their differences in your own words, and then put both laptops into your shopping cart.
How difficult was it to compare the two laptops?
Remove the item that you like the least from your shopping cart.
How difficult was it to remove the item from your shopping cart?
Proceed to purchase the laptop in your shopping cart. You can use fake details if you need to create an account. See how far you can get in the purchase process without actually ordering the laptop.
How would you rate your experience purchasing a laptop on Amazon? Is there anything you would change? Write down 3 suggestions for improvement or 3 pain points you experienced - there are no wrong answers! Thank you for your time today.
AnswerI would say overall that this was a positive experience. I really enjoyed the amount of filter options that were available to me. One of the pain points or frustrations for me was that every time I made a selection within the filter, I was taken to the top of the page and had to scroll through the filter again to find my place. Another suggestion would be to be able to select the items I want to compare and compare them easily. The only other suggestion I can think of, has to do with helpful information. I do not understand a lot of computer terms, so seeing explanations for these terms or learn more links would help me feel more confident with my purchase.