I conducted five user tests of AXS, where users were instructed to purchase a pair of Take That concert tickets for any UK date, with a budget of their choice, in a seated section.

The tests were relatively unmoderated with brief directions at the start and minor prompts if the user asked a question or hesitated. Tests were screen recorded with audio and notes were made afterwards.

With each user’s permission, I screen recorded the tests with audio to capture their thought process throughout the website. I used an app called Descript to upload the video files and generate a transcription of the recording, which only required some minor corrections to be accurate.

With each transcription, I used ChatGPT to summarise the ~5 paragraphs of speech into bullet points, which I tweaked slightly to clarify some things and then added to a Miro board.

I summarised some of the main points that users faced confusion or friction with to use to base my design recommendations on, alongside my own notes from the heuristic markup.