Objective: testing the usability of the app and the flow of the client's new Loyalty Program allowing users to get points for a series of actions (i.e., doing a certain amount of gas or charging the auto should result in a certain number of points). The main focus was to test whether the point system was working correctly while improving the user experience of the app.

Approach:

• Customer Journey: testing the full journey from registering on the app to completing a series of actions (a total of 45 actions, i.e., doing gas, recharging, parking, buying food or beverage in the client’s emporium, renting an auto) in the client’s gas stations, the more actions the participants were performing the higher their payout. 

Methodology:

• Participants: 50 testers were selected from Italy, 50% using iOS and 50% using Android. As the participants were asked to go to gas stations to complete the actions, they needed to own an auto (gas or electric) or willingness to rent an auto always through the client’s car-sharing service.

• Use Cases:

  • Assessed the full user experience, from registering on the app and exploring all the functions to testing the app in the real world and completing payments while checking whether the point system was working correctly.

• Data collected:

  • Qualitative (usability feedback on the app from 50 testers reports) and quantitative (more than 400 actions regarding the Loyalty Program were reported in total that needed to be processed).

Outcome:

• Daily communication with the client reporting on the issues submitted by the testers and the general progress of the test.

• A final report with detailed recommendations based on the participants’ feedback and an overview of the issues found divided by device (iOS, Android), category (Crash, Malfunction, Display Error, Language), and severity (Critical, High, Medium, Low), was delivered to the client to enhance the app’s user experience and to fix all the issues related to their Loyalty Program.