Why conduct a user experience test? – Study background & objectives
On long-distance train rides and special train models our client offers customers a free onboard entertainment platform. The platform can be accessed via login to the onboard network and used on smartphone, tablet, or laptop. Riders can watch movies, listen to audiobooks, play games, or read news. Additionally, riders can access service information about their journey, offers of the onboard restaurant, and construction notifications.
According to our client, the platform had already reached a very high customer satisfaction level. However, to continue to improve the user experience and meet evolving user expectations, they redesigned the platform to maintain the level of satisfaction.
The homepage and navigation structure was the focus of the redesign. To align the development process with user needs and to collect feedback, our client wanted to conduct a user experience test with representatives of one of their predefined personas.