Interviews
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customer_interviews.pdf
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Spa Website Customer Interviews
The user research strategy for the redesign of the spa website included interviews with three spa
customers. The following is a transcript of all three interviews.
Customer #1:
The interviewer conducted the following interview with a customer of the spa.
Interviewer: Why are you accessing the Spa website?
Customer: Looking for phone number
Interviewer: Was website easy to navigate?
Customer: No, I did not know where to look for phone number
Interviewer: Were you able to find the information you were looking for?
Customer: No, I did not know where to look for phone number
Interviewer: If not, what changes could be made to the Spa website to help you?
Customer: Put the phone number on a page where I can find it easily
Interviewer: Are there any changes that we could make to enhance your experience at the Spa Website?
Customer: Add a page that has a list of your services and their prices
Interviewer: What information do you usually not have?
Customer: The phone number
Interviewer: What are your concerns when scheduling an appointment?
Customer: None
Interviewer: What if the system required you to register and login to schedule an appointment?
Customer: I would not use that.
Interviewer: How would you feel if the page said that cancellations have no penalty? Or what if I the
system sent you an email or text the day before with a confirm or cancel link? I would not use that.
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Customer #2:
The interviewer conducted the following interview with a customer of the spa.
Interviewer: Why are you accessing the Spa website?
Customer: Looking at prices
Interviewer: Was website easy to navigate?
Customer: No, I did not know where to look for prices
Interviewer: Were you able to find the information you were looking for?
Customer: No, I did not know where to look for prices
Interviewer: If not, what changes could be made to the Spa website to help you?
Customer: Add a page that has a list of your services and their prices
Interviewer: Are there any changes that we could make to enhance your experience at the Spa Website?
Customer: Put the phone number on a page where I can find it easily
Interviewer: What information do you usually not have?
Customer: List of prices
Interviewer: What are your concerns when scheduling an appointment?
Customer: None
Interviewer: What if the system required you to register and login to schedule an appointment?
Customer: That would be fine
Interviewer: How would you feel if the page said that cancellations have no penalty? Or what if I the
system sent you an email or text the day before with a confirm or cancel link? That would be fine
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Customer #3:
The interviewer conducted the following interview with a customer of the spa.
Interviewer: Why are you accessing the Spa website?
Customer: Schedule a Massage
Interviewer: Was website easy to navigate?
Customer: No I did not know where to look to schedule an appt
Interviewer: Were you able to find the information you were looking for?
Customer: No I could not shedule an apt. How do you go about making an appointment? How certain
do you have to be of the time you chose before you decide to book? Once you book, how do you remind
yourself of the time? Do you use a pocket book? calendar on your phone?
Interviewer: If not, what changes could be made to the Spa website to help you?
Customer: Add a page to let the customer schedule an appointment
Interviewer: Are there any changes that we could make to enhance your experience at the Spa Website?
Customer: Put the phone number on a page where I can find it easily . Add a page that has a list of your
services and their prices.
Interviewer: What information do you usually not have?
Customer: Schedule information
Interviewer: What are your concerns when scheduling an appointment?
Customer: I would like to be able to schedule an appt myself for one or both services.
Interviewer: What if the system required you to register and login to schedule an appointment?
Customer: That would be fine.
Interviewer: How would you feel if the page said that cancellations have no penalty? Or what if I the
system sent you an email or text the day before with a confirm or cancel link? That would be fine.
