We suggested conducting user interviews – one-on-one sessions that would result in in-depth knowledge about the client’s platform from the users’ perspective. We chose to conduct 20 user interviews: 10 face-to-face in one location and 10 remote interviews via Skype to cover different demographics, collect feedback across the country and ultimately gain better understanding of the problem.
The interview consisted of two parts. The introductory part was a Q&A session in which users talked about their travelling habits and shared with us how they search for accommodation and what factors are important for them.
The main part was a non-guided user testing where users simulated the real use of the Noclegi site. As users were trying to find accommodation and complete the booking, we had a chance to observe their reactions and behaviours. We gained understanding of what users think and feel when they interact with the platform. User interviews revealed areas that create confusion or do not meet user expectations.