Complete test script and conduct research for incident management CMS

This issue is for completing Step 4 of the CMS process for incident management: Complete test script and run research

Step 4: Complete the test script and conduct the research Before you can begin running your participants through your scenarios you'll need to write your test script. Because Category Maturity Scorecards are a standardized process, moderators should complete and follow this testing script as closely as possible. The moderator will typically be a Product Designer, but this is not strictly required. You are encouraged to have any relevant stakeholders attend the sessions to help take notes, but it is very important they remain silent.

The 3 questions we ask When a participant is successful at completing a task, they are then asked 3 questions to help us measure their experience, which we then tie back to category maturity. Note that if a participant failed at completing a task, there’s no need to ask them the 3 questions.

At the root of how we rate/grade experiences, it arguably comes down to three main elements:

How easy it was to do something - this is defined as ease-of-use which has components of usability baked within it. How the user rated that experience - given our user segments, they know what a user experience is - so we can ask about it. Understanding how users felt about that experience gives them the opportunity to rate it directly, rather than having us infer their rating based on calculations. Can the experience do what the user needs - this rates how well our experience matches our users' expectations based on their desired workflows and usage of similar tools.