By conducting a high-tech in-lab usability test of a new multi-media product and service, we were able to provide consumers with hands-on experience with the product to better understand performance vs. expectations, as well as obtain feedback on service quality, perceived usage, key strengths, and potential barriers of use.

service: Qualitative, Usability Testing
completion date: June 2005

the approach: A high-tech in-lab usability test was conducted to measure consumer acceptance of a multi-media product and service. Three key target segments were recruited to determine overall perceptions of the product, obtain feedback on the performance of the product, and obtain reactions to pricing plans for service.
the results: Key strengths and potential barriers of use for the product and service were identified. Use cases and expected behavior regarding the product were reported. In addition, performance drivers for exceeding user expectations were obtained and reported to the design team and upper management.