Payment Flow Usability Test at Reforge
We’d like to run a moderated user research project in order to gather more evidence around the user experience (including pain points, friction, user sentiment, etc) for users who have accepted but have not completed payment (ADNP). We’d like to observe users starting from the accepted state and completing the payment process while narrating the experience live.
We believe that accepted users are missing key information about the value prop and/or how to pay for their membership (for instance, reimbursement) that prevents them from completing the payment process.
- When do users feel ready to complete their payment? What gets in their way before they are ready?
- Do users feel they have enough information about Reforge’s benefits and value when they reach the payment modal? Why or why not?
- Do users feel they have enough information on how to pay for Reforge membership when they reach the payment modal? Why or why not?
- How much do users know about their company reimbursement policies?