Remote Usability Testing: Yelp.com Isabella Jung, Kelley Sweitzer, Mya Gibson, Carolyn Duran SI 422 Assignment 7C 4/28/20 Word count: 4034 URL to Google Doc version of this document: https://docs.google.com/document/d/1cwLpyoEembfjxn25PkaHb3ADXlF56ez52sjsp3Ofnkk/edit?usp=sharing

https://docs.google.com/document/d/1cwLpyoEembfjxn25PkaHb3ADXlF56ez52sjsp3Ofnkk/edit?usp=sharinghttps://docs.google.com/document/d/1cwLpyoEembfjxn25PkaHb3ADXlF56ez52sjsp3Ofnkk/edit?usp=sharing

Introduction When travelling to new areas, users utilize a variety of websites and apps, in order

to find resources or opportunities offered in that area including restaurants, stores and local businesses. Our report will analyze how search and review platforms, such as Yelp.com, impact the overall experience in quickly finding businesses that meet user requirements. Therefore, we are evaluating how young people (defined between the ages of 18-35 years) who travel frequently are able to find businesses in a new metropolitan area using the Yelp.com interface. This will be explored by using the following research questions to guide our investigation:

1. How easy is it for users to use the interface to narrow down their business searches?

2. How can we improve user satisfaction with finding relevant businesses and events?

The guiding research questions were identified as important to our investigation,

because they can help provide more insight into user behavior and attitudes towards the overall search process and features of the site. Prior to this investigation, the student team had experience with Yelp’s site, but sometimes found that the site did not allow the user to narrow down more specific searches as desired. We are interested in seeing how users filtered their searches in order to evaluate which other areas of the site can be improved. We have also previously observed that many users use Yelp solely for finding restaurants, so we are also interested in testing user’s ability to find and choose other businesses such as hotels and gyms. This study will be conducted in hopes of helping Yelp decide how to best improve the usability of their site, specifically the search and filtering features. Therefore, our main goal is to conduct usability tests to evaluate how young people who travel frequently figure out how to find businesses in a new metropolitan area, ultimately providing proper insight and recommendations on how to improve the current system.

Methods Data collection

To evaluate the target audience and their use of Yelp’s website, we designed remote usability testing with UserTesting.com. The target user group is young people (age 18-35) who travel (domestically or internationally) frequently (2+ times a year). The remote usability testing method was appropriate for our research, because the process employs people as testing participants who are representative of the target audience to evaluate the degree to which a product meets specific usability criteria. We want to know how participants navigate the interface, use its features, and express any frustrations so that the site design can be refined for the user in mind. This method is especially appropriate in the current COVID-19 crisis since it allows us to receive customer insights within a small budget, tight timeframe, and while working remotely in quarantine. The sample of participants was sufficient, because it included many individuals of different

genders, geographic locations, professions, and experiences. A varied sample is important for minimizing sampling bias which could emerge from a homogeneous pool of participants.

To design the remote test, the research team used our assumptions and research questions to create two screener questions for the first part of the usability test to ensure that all respondents meet our recruitment criteria: 1) Are you between the ages of 18-35? and 2) have you travelled outside of your hometown more than twice in the past year? By being concise and specific, participants will be able to answer screener questions efficiently and spend more time on the test. Both screener questions are formatted to be simple yes/no questions, to increase our range of available participants on the UserTesting.com site. In order to pass the screener questions and proceed with the test, the user must indicate that they are between 18-35 years of age and have travelled outside of their hometown more than twice in the past year.

As outlined in the test plan (Appendix 1), the team also wrote an introduction to the test which will be used to inform test participants of the purpose of the test, introduce them to the Yelp desktop platform and tasks they will complete, and encourage them to think out loud throughout the test after reminding them that the test will be recorded. The team members then wrote five different scenarios and tasks for the users to complete while thinking out loud. Tasks were varied; the participant must imagine that they are ordering takeout in New York City, finding a vegetarian restaurant in Paris, finding a popular hotel in Chicago during a layover, finding a gym near UCLA that meets the user’s payment criteria, and finding upcoming events in the Washington, D.C. area. These tasks do not require the user to be logged in to the platform, and include a variety of cities to explore the website’s search and filter features comprehensively. Post-test questions are also important to gather additional data about the user’s experience and overall satisfaction with Yelp’s search platform. The team created four post-test questions to evaluate how easily users were able to complete their tasks, and their experience with the site as a whole. We purposely kept these task questions minimal and simple so that the participant did not have to write out any explanations and could stay focused on the test. This test plan was then translated to UserTesting.com to recruit participants and gather video data for further analysis.

Data Analysis After each member deployed their identical tests, each team member received three

videos from UserTesting.com participants, including their answers to the post-test questions. Each team member viewed their videos and took notes on the behavior, comments, and general ease of use that each participant had with each of the five website tasks. Qualitative and quantitative data were compiled, including results from the post-task questionnaire and user’s direct quotes. Emphasis was placed on what users did and did not like, what tasks were most confusing for them, how long it took them to complete tasks, and any conflicting data between users. Videos and notes for users 1-12 were compiled in a shared folder where each team member could view demographics and general observations, compare results, and identify continuities across the twelve study

participants. The team then compiled the data into four key findings and recommendations to be communicated to the development team at Yelp.com.

Findings Summary Results

The team found four key findings that were consistent across the twelve study participants and may be helpful for Yelp’s developers to improve their site. In general, the organization of search filters was not always intuitive for users. Task 2 (finding a vegetarian restaurant) and Task 4 (finding a gym near UCLA) were difficult because filters were not as specific as users would have liked. Task 5 (finding an event in Washington D.C.) was also difficult, because the main events page was most accessible from the site’s home page, which most users did not return to throughout their tasks. Lastly, users utilized the map feature more often than expected when searching by location, but they still had difficulties.

Key Findings Finding 1: Usability of Filters and Search

Many of our tasks involved searching for a business that fit a list of criteria. This required users to utilize filtering or rely on accurate search results. The usability tests revealed that filters were not intuitive for all tasks and in general, more precise needs were more difficult to navigate. More specifically, Task 2 (finding a vegetarian restaurant) was difficult for users because it required the use of sidebar menus to narrow down results. This sidebar only appears after the user selects the button “All” after searching. The “All” button has an icon that indicates filters, but it is unclear what will happen upon clicking it. When the menu opens on the left side of the screen, it obscures the rest of the page but only occupies about ⅙ of the screen.

Accessing filters requires clicking the “All” button.

The current state filter menu has multiple selection criteria including “Price”, “Category”, and “Features”. The wording of “Category” and “Features” confused several users. Some went to “Category” to look for “Vegetarian”, but struggled to find it since there are ~50 categories with no clear ordering. Other users went to “Features” > “Meals served” and could not find a vegetarian option. Furthermore, filter menus were inconsistent across screens depending on what the user searched for. To complete Task 5 (find an upcoming event), users had to navigate to the events search screen, which had an entirely different filtering layout. Filter criteria and sorting options had dropdown menus instead of a sidebar, which confused some users. Ultimately, the layout and wording of the filter menus were unclear and inconsistent for specific categories of business.

Figure 1. Left: Business search filter menu takes up a small area of the screen and obscures the rest.

Right: Events search filter is inconsistent with the rest of the site.

Task 1 also required users to utilize the search and filter functionalities by searching for a pizza restaurant open late. Finding the “open hours” filter was very difficult for users and was one of the longest tasks to complete. There was an option to filter by “Open now”, but there was no way to search for open late options ahead of time. This caused frustration for several of the testing participants.

Finding 2: Hidden Features & Lack of Specificity

Task 2 which involved finding a vegetarian restaurant with a vegetarian option on a menu, and Task 4 which asked the user to find a gym walking distance to UCLA and that accepts credit cards, seemed to be difficult to complete given the confusing filtering/categorizing options. Yelp provided most features needed to complete the tasks, but users tended to have difficulty locating such buttons or they were not specific enough.

For both Task 2 and Task 4, there were specific filters that had to be applied to correctly complete the task. When a user enters Yelp’s search page they are not immediately provided with a sidebar of all the features. Instead, the user must click the “All” button which is not clear as to what it leads to. Once clicked, it reveals a sidebar of categories and filters. Once this sidebar appears, there are still many features hidden from the user. If the filter the user is looking for does not appear, the user must navigate to the “See all” button (see Figure 2). This caused users to click around the site about 5 times before finding the correct feature. User 8 stated, “this is not what I was looking for” when features popped up that were irrelevant to him.

Figure 2. Left: Sidebar only pops up after the “All” button is clicked. Only some features are shown so users must

click “See all” to reveal more features. Right: Search results don’t include a “menu” button

For Task 2, finding a vegetarian restaurant with a specific vegetarian dish was

difficult for a variety of reasons. Users 7-9 each looked at about 5 different restaurant options before finding a vegetarian restaurant that also provided a menu or a valid link to their website. It was a struggle for these users, because they constantly clicked forward and backward to get back to the main page and locate more restaurants. Once they found a restaurant, there was no menu button on the main search page under each restaurant. Instead, the user clicked on the restaurant name and scrolled to find that there was no menu provided, that there was a website link, or that in the rare case there actually was a menu. Each user seemed to immediately look for a menu, which indicates that this feature is extremely important to provide in an obvious or visible area.

Task 4 was not as difficult for users when trying to locate features. However, more specific features should be provided visibly on the search page. User 9 indicated that he wished there was a way to indicate distance more specifically. He did not like that as soon as he typed in a new search, Yelp assumed he was in the same location as his last search. Users were struggling to complete this task quickly because users had to search for UCLA and gyms, then search for items that were close or filter “walking distance,” then had to click on the search results individually and scroll to see if they accepted credit cards. User 3 specifically said that they felt “like there should be a field somewhere that gives me the option to put a business or address in...so when I search, it’ll give me results for distance from the specific address.” This inefficiency caused users to spend about ⅔ of their time on the task just going through filters, and only a ⅓ of their time reviewing results. The search

and filter process was lengthy and more difficult than necessary, given that Yelp provides many features, but most of these were hidden or not specific enough. Finding 3: Difficulty of Use for the Events Function on Yelp.com

Evaluating the overall user experience at Yelp.com, it seems that task 5 was the most difficult when trying to find local businesses near upcoming popular events, based on time taken to complete this task. In comparison to the other four tasks, task five took an average of 349 seconds to complete, with exception of 7-9, as all three users were unsuccessful in completing the task as they could not find any businesses near an event nor the most popular events (Fig. 3). Additional results indicated that users identified task 5 as challenging, based on low scoring of post-survey question 4, “I could easily view events in a given geographical area, and see which businesses were located near those events” (Appendix 5). This data suggests potential improvements for the events page and its overall user flow in order of improving user feasibility.

Figure 3. Top: Shows the total average for users to complete each task (in seconds)

Bottom: Graph demonstrating the amount of time taken (in seconds) for users 1-12 to complete each task

Many users struggled to accomplish task 5 due to complications with accessibility, misinformation, and ease of use. Users 3, 9, 10, 11, and 12 found the events page when starting on the home screen (Fig. 4). Despite this, the ability to navigate to events on other

pages besides the home screen was not consistent, thereby creating user frustrations. Furthermore, users 1-3 were unable to navigate back to the main events page without clicking on Yelp’s logo in the upper-left corner. In the future, Yelp.com should implement better user flow for the events feature by making it accessible on every page.

Figure 4. This section highlights the events hyperlink found at the bottom of Yelp’s home page.

Users 1, 2, 5, 6, and 9 found some events listed under “Yelp Sponsored Events” but

could not find information about local businesses nearby. User 5 details their experience during this task as they found that, “it really doesn’t narrow it down too well on Yelp, from what I have noticed… So that could be an issue that I was having, that I just didn’t know what to click” (Appendix 4). These complications became further compounded when users try utilizing the “map” feature found under each event’s page. Users 4-6 confused the small map under “Location & Hours” as a resource for finding nearby businesses (Fig. 5). Further improvements to this platform should include updates to the “Location & Hours” section to make the label header more prominent for users or to update the functionalities of this map to display nearby or related businesses to the events offered on Yelp.

Figure 5. demonstrates the section where users were confused around the functionality of the small map located

underneath “Location & Hours”. The use of this map (shown above) was to find local businesses near the event, despite it just showing the location of the event.

Users 7 and 8 also had some success with finding events but were unable to

complete the task due to issues with filtering and finding local business. Unlike other users in this study, users 7 and 8 utilized the “Browse Nearby Restaurants” feature at the bottom of Yelp’s results page to find related local businesses. However, as this feature was only found at the bottom of the page, both users found it inconvenient to scroll when they wanted to find another event. Although there is already an established events feature found on the home page, future improvements could include incorporating the “Browse Nearby Restaurants” feature near the top of the page, to increase user feasibility and accessibility.

Finding 4: Map Feature Used Frequently but Hindered use of Other Features

Overall, users utilized the map feature more often than expected when filtering searches by location or finding nearby businesses. Despite frequent use, many had trouble navigating the map feature. Using the map for task 3 seemed to be the most smooth, since user 1 zoomed in on the map to search more to narrow down his search for a hotel closer to the lake. They were able to reach the hotel’s landing page from the map and found its reviews easily (and ranked the task 5 for great ease of use). User 3 had similar success, but added, ”I think they could make use of other colors and icons as visual aid” (Appendix 4). On the other hand, user 4 relied on the map to determine walking proximities (to a gym near UCLA in task 4) rather than using the filter option on the side panel, and had to zoom out on the aerial map to find more locations. Users who did not rely on the map for these tasks relied on filters, but found them to be confusing as well.

Although improvements to the map feature may be secondary to the filter menu improvements, perhaps the map feature could also be improved by incorporating relevant filters.

Task 5 was continuously ranked low for ease of use. User 6 and User 8 both clicked on a small map underneath “Location & Hours” to see if there was any insight onto businesses nearby, which was not successful. User 6 specifically stated, “I do not think this is clear at all. As I zoom, it should come up with the businesses that are relevant” (Appendix 4). This evidence suggests that the placement of the map on the page does not allow for optimal site usability (Figure 6). Perhaps since a fully functional map is featured at the top of most search pages, users tend to use it more frequently rather than scrolling down for more relevant filters.

Figure 6. Users tend to use the map feature on Yelp.com frequently, because it appears at the top of most search pages. However, it occupies much of the screen space instead of allowing for greater visibility for other features

like filter options, reviews, and a section for Nearby Businesses.

Recommendations Given the outlined findings, our team recommends four different improvements, to

address user frustrations on Yelp.com’s desktop platform: Results from our usability tests indicated difficulties with the filter menu and search

bar. These features’ feasibility varied greatly depending on the tasks, as more specific tasks required stronger and valuable filters to enhance the search experience. With many different locations, filter uses and inconsistency across different pages, we recommend that Yelp.com consolidates the filters menu to a cohesive filter menu with separate categories. This menu can be added below the main search bar, utilizing drop-down menus to reduce content load, and should be accessed throughout various page locations. Therefore, a user at the bottom of a page can still add another filter quickly without having to scroll back to the top. Creating a consistent, cohesive filter menu closer to the search bar area could improve user satisfaction while meeting their specific needs.

Similar to finding 1, usability test results indicated that Tasks 2 and 4 were more challenging due to the lack of specific filters. However, all users eventually found these filters and successfully completed these tasks. To increase efficiencies on Yelp.com, we propose the addition of new categories with specific functionalities, such as dietary restrictions, distance (based on user’s starting location/position), payment options, and hours of business (based on hours inputted by user, in addition to the “open now” filter). In this way, these categories will allow users to readily find specific results.

Usability issues from the events page showed that users found it difficult to find events and their surrounding businesses. Despite being highlighted at the bottom of Yelp’s home page, our team suggests adding events to the main search filters. Users can then quickly find events and local businesses in a given city. To increase efficient user flow, access to the events page should be implemented across every page, so that users may accomplish this task in a timely manner. Other issues regarding task 5 included misunderstanding certain functionalities, as many users expressed confusion regarding the map where they believed that it would show related businesses or restaurants. To improve its functionality, we suggest creating a seperate section that allows users to navigate related or coinciding businesses. The “Browse Nearby Businesses” section should also be relocated so that users can easily find this option.

To our surprise, users heavily relied on the map feature to filter by location and find related businesses. However, it did not incorporate added filters or prominent features, causing navigational issues. Referencing OpenTable’s site features, they offer different ways to view their map through incorporating a minimization feature, as well as a feature that allows users to easily apply filters or categories to the map. Using this model, Yelp.com can enhance their map feature to include common icons that represent categorical filters found in Yelp’s filter and category menu (Fig. 8). These updates will provide visual aids to guide users’ search processes and increase the efficiency in filter use. To combat potential information overload, we propose that Yelp.com integrate additional tabs or section headers to reduce the amount of content on the site (Fig. 7). This will improve user performance through highlighting relevant information for their search (ie. nearby businesses, related restaurants, etc).

Figure 7 & 8. These figures highlight potential options for increasing ease of use through minimization features (separate map selection highlighted in red in the figure on the top which links to the figure on the bottom) and

updating the map feature on Yelp’s main pages to incorporate categorical filters (figure on the bottom).

Discussion Our findings and recommendations were based off of a set of very specific tasks. If

our recommendations were implemented onto Yelp’s interface, it is possible that the proposed improvements would actually hinder the usability of the site, especially for more simple tasks. For example, a large filter menu may occupy more screen space than is efficient, especially for a user who does not need a filtered search. A/B testing may be better for further evaluating these improvements, even though that is outside of the scope of our capabilities.

Additionally, our findings were based off of a smaller sample group size (of less than 15 people). In the future, if it is economically feasible, then further tests should be done on a larger sample group through remote or user testing, to test the feasibility of our proposed improvements. In addition, we chose a demographic of testers to be between ages of 18-35, but in reality many teenagers use Yelp as well and are often more tech-savvy and used to using apps than adults. Perhaps talking to high school students and an even younger demographic that is more accustomed to such filtering options like Yelp could help provide more accurate data.

Given the tasks that we assigned to our testers, we were limited on the follow-up interaction with each user to ask any questions about their motivations during the process. If possible, further research should be conducted in-person to gather better insight into personal motivations and background information on specific factors users look for when using Yelp. This could be approached by creating post-survey questions and interviews with each participant to understand their user experience.

Conclusion After developing a test plan, analyzing findings from 12 remote usability tests, and

providing recommendations to improve Yelp’s user interface, we learned a lot about how

Yelp can be improved to support user’s search goals. We returned to our original research questions to determine how well our testing answered them:

1. How easy is it for users to use the interface to narrow down their business

searches? 2. How can we improve user satisfaction with finding relevant businesses and

events? All of our tasks asked users to look for specific businesses using some form of search

and filter functionality on Yelp. We found that for simple tasks like finding a gym or hotel was relatively easy for users, but when asked to find a specific business like “vegetarian restaurant” or “pizza open late”, the filtering options were difficult to navigate. The biggest takeaway from our research was that Yelp needs to restructure their search and filtering options for consistency and efficiency in order to improve usability. One of the most common use cases for Yelp is finding specific businesses like restaurants that fit specific criteria, so the search and filter user interface needs to match user needs. Yelp, as a platform, has a lot of potential to better serve user needs through the improvements suggested in this report.

Appendices 

Appendix 1. Team Collaboration

Name Contributions

Isabella Jung ● Conducted remote usability testing for users 7-9 ● Wrote Finding 2 and Discussion section

Mya Gibson ● Conducted remote usability testing for users 4-6 ● Wrote Finding 3 and Recommendations section

Carolyn Duran ● Conducted remote usability testing for users 1-3 ● Wrote Summary Results and Finding 4 ● Organized appendix deliverables

Kelley Sweitzer ● Conducted remote usability testing for users 10-12 ● Wrote Finding 1 and Conclusion

Appendix 2. Recruiting Criteria and participant demographic.

We are evaluating how young people (defined between the ages of 18-35 years) who travel frequently are able to find businesses in a new metropolitan area using the Yelp.com interface. Therefore, the target user group is young people (age 18-35) who travel (domestically or internationally) frequently (2+ times a year).

To design the remote test, the research team used our assumptions and research questions to create two screener questions for the first part of the usability test to ensure that all respondents meet our recruitment criteria: 1) Are you between the ages of 18-35? and 2) have you travelled outside of your hometown more than twice in the past year?

Participants

User Test 1 Female, Age 29 from France

User Test 2 Female, Age 31 from Philippines

User Test 3 Male, Age 30 from United States (Virginia)

User Test 4 Female, 22, Full time student, US Citizen (from Illinois), has advanced web expertise

User Test 5 Male, 28, Currently working, US Citizen (from Pennsylvania), has advanced web expertise

User Test 6 Female, 20, Full time student, UK citizen, has average web expertise

User Test 7 Male, 34 from Australia, has average web expertise

User Test 8 Male, 19 from United States (Indiana), has average web expertise

User Test 9 Male, 31 from United States (Pennsylvania) has average web expertise

User Test 10 Male, age 22 from United Kingdom

User Test 11 Female, age 25 from United States (Virginia)

User Test 12 Female, age 24 from United States (Maryland)

Appendix 3.Usability test plan

Introduction Tasks (5) Post-test questions (4)

Thank you for agreeing to participate in this study. Our team is interested in how people who travel use Yelp to find nearby businesses. You will complete a series of 5 tasks using Yelp’s website on your desktop, imagining that you are travelling all over the world and are using the site to find businesses in various cities. Navigate to the main landing page at https://www.yelp.com/. Before we start, I want to remind you that you are consenting to be recorded. Please think out loud during this study, by speaking so our recording captures your thoughts. Feel free to elaborate as much or as little as you like. We are measuring the performance of Yelp’s website, not you as the user.

Task 1: You have been assigned to a work trip to New York City and would like to order dinner to your hotel when you arrive. Using Yelp.com, find a pizza restaurant that is open late, delivers, and has a rating of at least three stars. Task 2: You are travelling to Paris with two of your friends and want to try the different cuisines there. Using Yelp.com, find a restaurant that serves different dietary needs as one of your friends is vegetarian. Find and look at the menu to see the type of dishes offered at that restaurant. Task 3: You have a long layover in Chicago and are looking for a hotel to stay in for one night. Using Yelp.com, find a hotel in your price range that has at least 5 reviews. Find and read one of those reviews. Task 4: You are currently staying in Los Angeles and are staying near the University of California, Los Angeles (UCLA) area. You are interested in working out and want to find a gym close to the university. Find a gym that accepts credit cards and is within walking distance. Task 5: Find the list of upcoming events in the Washington, DC area. Make sure the list shows a variety of events during the upcoming week. Find the event with the most people interested in it, and find three nearby businesses to this event.

Were you aware that Yelp could help you find businesses other than restaurants, like hotels, shopping areas, and gyms? (Yes, I have used Yelp before for these purposes) (Yes, but I never used Yelp for these purposes) (No, but I would use Yelp for these features in the future) (No, and I would not use Yelp for these features in the future) (Likert scale) I could easily use filters to narrow the search results to businesses that met my requirements. ^^Option given by UserTesting.com? (Strongly Disagree - Strongly Agree) How often have you used Yelp’s website or app when travelling to metropolitan cities other than your own in the past year? (1-2 times) (3-4 times) (5 times) (More than 5 times) I could easily view events in a given geographical area, and see which businesses were located near those events. (Strongly Disagree - Strongly Agree)

https://www.yelp.com/

Appendix 4.Usability test Recording

Test Video File link (Google drive)

User Test 1 https://drive.google.com/open?id=1TKKBmTw0uguoA5oq2znCyooQWd_22dV0

User Test 2 https://drive.google.com/open?id=1hxeYSlw8MHEPH4bEPy0eD2lH1VppIZ23

User Test 3 https://drive.google.com/open?id=1DG5M-EG4fzjppn-LrsFb_RzRj1-BPETL

User Test 4 https://drive.google.com/open?id=1gsp0S79511XK7pwkR95VYwM3zvron-Ob

User Test 5 https://drive.google.com/open?id=1UUKdAwASdQqL-pvSzWE4Uoi7T47iWFPV

User Test 6 https://drive.google.com/open?id=1IVDoCriaDkclERXqgBYjyuQbs3z7P7ag

User Test 7 https://drive.google.com/file/d/17zre0B6vgJHArhaRdZjfMrgjz9ZRF-k_/view?usp=sharing

User Test 8 https://drive.google.com/file/d/1VcNM3DFuwkoh2ByWAeMtu9N8P9GNePJe/view?usp=sharing

User Test 9 https://drive.google.com/file/d/1sWy64YOYlPGGzCMAqeKqzb1G6Pb00Sk4/view?usp=sharing

User Test 10 https://drive.google.com/file/d/18wWDAY8aTpsk7NPmpB3awNUpo31Im6Y1/view?usp=sharing

User Test 11 https://drive.google.com/file/d/1WbmbFj_gEqrJ2FjF0ERas9FAOCUfJ4Bg/view?usp=sharing

User Test 12 https://drive.google.com/file/d/1PqeaOsTsxHEV0H7zgSHgLNBc4V0FRTDz/view?usp=sharing

Appendix 5. Questionnaire responses. See the following spreadsheet for all twelve users’ post-test questionnaire responses: https://docs.google.com/spreadsheets/d/1gw07IPPeNW8zLXFRhyKdRNmiz230IrJbJ7bla2UoSx4/edit?usp=sharing

https://drive.google.com/open?id=1TKKBmTw0uguoA5oq2znCyooQWd_22dV0https://drive.google.com/open?id=1TKKBmTw0uguoA5oq2znCyooQWd_22dV0https://drive.google.com/open?id=1hxeYSlw8MHEPH4bEPy0eD2lH1VppIZ23https://drive.google.com/open?id=1hxeYSlw8MHEPH4bEPy0eD2lH1VppIZ23https://drive.google.com/open?id=1DG5M-EG4fzjppn-LrsFb_RzRj1-BPETLhttps://drive.google.com/open?id=1DG5M-EG4fzjppn-LrsFb_RzRj1-BPETLhttps://drive.google.com/open?id=1gsp0S79511XK7pwkR95VYwM3zvron-Obhttps://drive.google.com/open?id=1gsp0S79511XK7pwkR95VYwM3zvron-Obhttps://drive.google.com/open?id=1UUKdAwASdQqL-pvSzWE4Uoi7T47iWFPVhttps://drive.google.com/open?id=1UUKdAwASdQqL-pvSzWE4Uoi7T47iWFPVhttps://drive.google.com/open?id=1IVDoCriaDkclERXqgBYjyuQbs3z7P7aghttps://drive.google.com/open?id=1IVDoCriaDkclERXqgBYjyuQbs3z7P7aghttps://drive.google.com/file/d/17zre0B6vgJHArhaRdZjfMrgjz9ZRF-k_/view?usp=sharinghttps://drive.google.com/file/d/17zre0B6vgJHArhaRdZjfMrgjz9ZRF-k_/view?usp=sharinghttps://drive.google.com/file/d/1VcNM3DFuwkoh2ByWAeMtu9N8P9GNePJe/view?usp=sharinghttps://drive.google.com/file/d/1VcNM3DFuwkoh2ByWAeMtu9N8P9GNePJe/view?usp=sharinghttps://drive.google.com/file/d/1sWy64YOYlPGGzCMAqeKqzb1G6Pb00Sk4/view?usp=sharinghttps://drive.google.com/file/d/1sWy64YOYlPGGzCMAqeKqzb1G6Pb00Sk4/view?usp=sharinghttps://drive.google.com/file/d/18wWDAY8aTpsk7NPmpB3awNUpo31Im6Y1/view?usp=sharinghttps://drive.google.com/file/d/18wWDAY8aTpsk7NPmpB3awNUpo31Im6Y1/view?usp=sharinghttps://drive.google.com/file/d/1WbmbFj_gEqrJ2FjF0ERas9FAOCUfJ4Bg/view?usp=sharinghttps://drive.google.com/file/d/1WbmbFj_gEqrJ2FjF0ERas9FAOCUfJ4Bg/view?usp=sharinghttps://drive.google.com/file/d/1PqeaOsTsxHEV0H7zgSHgLNBc4V0FRTDz/view?usp=sharinghttps://drive.google.com/file/d/1PqeaOsTsxHEV0H7zgSHgLNBc4V0FRTDz/view?usp=sharinghttps://docs.google.com/spreadsheets/d/1gw07IPPeNW8zLXFRhyKdRNmiz230IrJbJ7bla2UoSx4/edit?usp=sharinghttps://docs.google.com/spreadsheets/d/1gw07IPPeNW8zLXFRhyKdRNmiz230IrJbJ7bla2UoSx4/edit?usp=sharing