3 participants · 3 sessions · Aug 6 to Aug 21, 2026
100%
task success
90.8
SUS (of 100)
6.0
avg ease (of 7)
3
tasks measured
Summary
Ovo Logger builds this summary from the study: every number is the app's and every quote is verified against the recordings. The paragraph that opens section 2, where there is one, is an AI draft written from the findings, which follow in full.
1. What we tested
3 sessions with 3 participants. Study name: Fieldstone Checkout Study.
Participants were presented with the following tasks:
Find a rain shell - You're heading to the Pacific Northwest in October. Find a waterproof rain jacket you'd actually buy, and add it in your size to the cart.
Apply a promo & check out - You have the promo code FIELD10 from an email. Use it, and complete your purchase.
Check your order status - A few days have passed. Find out when your order will arrive.
2. How it went overall
All three participants completed the full journey, but the experience had serious problems that made it harder than it should have been.
Finding a rain jacket took an average of about 190 seconds (just under 3 minutes) - all participants succeeded, but one struggled with product descriptions.
Applying a promo code and checking out took an average of about 184 seconds - two participants had trouble, and one faced repeated payment errors they couldn’t understand.
Checking order status took an average of about 147 seconds - all found it, but only one used a link from an email, and two were confused by where it was located.
Overall, the system scored an average of 90.8 out of 100 on usability - which is good, but the real problems were in how users felt about key steps, especially when things went wrong.
9 attempts were timed and 9 were scored. The numbers are in section 4.
3. What got in people's way
Missing or inconsistent product visual aids (color swatches)
Seen in 2 of 3 who attempted Find a rain shell.
“I don't know what ochre is. I wish there was like little color swatches next to them.”P04 · Jordan A. · 1:22
Unclear error feedback during checkout
Seen in 3 of 3 who attempted Apply a promo & check out.
“I don't know why.”P04 · Jordan A. · 3:44
Inaccessible post-purchase functionality (no login or invoice access)
Seen in 2 of 3 who attempted Check your order status.
“my invoice, but as I look at the top bar, there's no login. So let's just pretend that”P04 · Jordan A. · 6:55
4. Task by task
Find a rain shell - median 2:20 over 3 timed attempts; outcomes: Success 3
Apply a promo & check out - median 1:41 over 3 timed attempts; outcomes: Success 3
Check your order status - median 1:06 over 3 timed attempts; outcomes: Success 3
Findings and recommendations
1. Missing or inconsistent product visual aids (color swatches)
Seen in 2 of 3 who attempted Find a rain shell
Participants expressed confusion about product colors and features.
Jordan A. said, 'I wish there was like little color swatches next to them.'
Sam K. said, 'What are these colors? I don't know what any of these colors are.' and 'I don't know what it's called' when referring to a partial zip, indicating a lack of visual context.
Who
When
Evidence
Kind
Counts
P04 · Jordan A.
1:22
★ I don't know what ochre is. I wish there was like little color swatches next to them.
participant
supports
P05 · Sam K.
2:06
What are these colors? I don't know what any of these colors are. I assume Spruce's green. I
participant
supports
P05 · Sam K.
10:39
I don't know what it's called
participant
supports
P04 · Jordan A., 1:22
Recommendation
Add small, standardized color swatches next to each product color name
Participants struggled to identify colors like 'ochre' or 'spruce green' without visual references, indicating a need for immediate recognition through familiar color samples, as supported by statements like 'I don't know what ochre is' and 'I assume Spruce's green.'
2. Unclear error feedback during checkout
Seen in 3 of 3 who attempted Apply a promo & check out
Participants encountered a 'Could not be processed' error message during checkout, but failed to understand its cause or how to resolve it.
Jordan A. said, 'I don't know why' and 'I didn't even read it. It was in red. I knew something was wrong.'
Marcus T. said, 'Could not be processed, please try again' and noted the lack of confirmation (e.g., phone beep).
Sam K. said, 'Could not be processed, I'd like to know why' and described the error as 'nervous'.
Who
When
Evidence
Kind
Counts
P04 · Jordan A.
3:44
★ I don't know why.
participant
supports
P02 · Marcus T.
6:16
Could not be processed, please try again.
participant
supports
P05 · Sam K.
5:46
Error... could not be processed, I'd like to know why
observer's note
supports
P04 · Jordan A., 3:44
Recommendation
Add a specific error message below the generic 'Could not be processed' text
Participants did not understand the cause of the error and expressed frustration, such as 'I don't know why' and 'I'd like to know why'. Providing a clear, specific reason (e.g., 'Insufficient funds' or 'Invalid card number') helps users identify and resolve the issue.
Include a brief, actionable step in the error message (e.g., 'Check your card details and try again')
Participants said they didn’t know how to fix the issue. Offering a simple, direct next step helps guide users toward resolution without requiring additional effort or research.
3. Inaccessible post-purchase functionality (no login or invoice access)
Seen in 2 of 3 who attempted Check your order status
Participants noted the absence of login options and invoice access.
Jordan A. said, 'there's no login. So let's just pretend that.'
Sam K. said, 'I don't like that there's nothing up there besides cart' and expressed uncertainty about returning to the site, indicating a lack of post-purchase navigation.
Who
When
Evidence
Kind
Counts
P04 · Jordan A.
6:55
★ my invoice, but as I look at the top bar, there's no login. So let's just pretend that
participant
supports
P05 · Sam K.
8:19
Yeah, so if I came back, I'm not sure what I would do.
participant
supports
P04 · Jordan A., 6:55
Recommendation
Add a 'My Account' link in the header navigation
Participants expressed uncertainty about returning to the site and noted the absence of login options, indicating a need for clear post-purchase navigation. A 'My Account' link in the header would make login and invoice access visible and accessible immediately after purchase.
Display a 'View Invoice' button on the order confirmation page
Participants mentioned not seeing any post-purchase options, such as invoice access. Providing a direct 'View Invoice' button on the confirmation page ensures users can access their invoice immediately after purchase, improving visibility and usability.
Task Results
Task outcomesTime on task
One attemptMedian
Every row uses the same scale, from 0 to 2m 34s.
Attempts too close together to draw apart are shown as one mark carrying the count, the same way the review timeline groups markers that overlap.
Tasks with fewer than 8 timed attempts show every attempt as a dot rather than a box: quartiles drawn from a handful of measurements would suggest more precision than the data carries.
System Usability ScaleEase per task (SEQ, 1-7)
Task
Participant
Time
Outcome
Notes
Find a rain shell
P04 · Jordan A.
1:24
Success
Find a rain shell
P02 · Marcus T.
2:34
Success
Find a rain shell
P05 · Sam K.
2:20
Success
Apply a promo & check out
P04 · Jordan A.
1:25
Success
Apply a promo & check out
P02 · Marcus T.
1:42
Success
Apply a promo & check out
P05 · Sam K.
1:41
Success
Check your order status
P04 · Jordan A.
1:06
Success
Check your order status
P02 · Marcus T.
2:02
Success
Check your order status
P05 · Sam K.
1:01
Success
Each participant's attempt used for analysis, one per task. These are the attempts the figures above are worked out from.
Survey results
Ease - Find a rain shell · Find a rain shell
Ease 6.7 of 7 (3 participants)
Overall, how difficult or easy was this task?
Participant
Answer
Comment
P02 · Marcus T.
7 - Very easy
It added to my cart with one click (like every other site) and the cart icon updated to show 1 item in it.
P04 · Jordan A.
7 - Very easy
Works like every other cart, pretty much.
P05 · Sam K.
6
It was just another online clothing store.
Ease - Apply a promo & check out · Apply a promo & check out
Ease 5.7 of 7 (3 participants)
Overall, how difficult or easy was this task?
Participant
Answer
Comment
P02 · Marcus T.
7 - Very easy
Worked like every other checkout. No sales tax and I would expect to see that. Error on click pay button was weird, but I followed the instructions and it worked great.
P04 · Jordan A.
6
It was more "uncertain" than difficult. I wasn't sure why I got that error when I clicked CHECK OUT, but clicking CHECK OUT again did the trick.
P05 · Sam K.
4
That error made me nervous. I just clicked PAY NOW again and it worked.
Ease - Check your order status · Check your order status
Ease 5.7 of 7 (3 participants)
Overall, how difficult or easy was this task?
Participant
Answer
Comment
P02 · Marcus T.
7 - Very easy
Order Status was at bottom of page, right where I expected it. Status information was clear as to when I should expect delivery. Tracking number would have been nice.
P04 · Jordan A.
7 - Very easy
I liked the terse, clean, sufficient language on the order status message. Link to Order Status was where I expected.... at bottom of page in footer area with lots of other misc links.
P05 · Sam K.
3
Although the link was still on the screen from the last task, I don't think that's realistic. I'd expect something at the top of the page near the CART button and there was nothing at the top of the page except for the CART button.
System Usability Scale
SUS 90.8 of 100
I think that I would like to use this system frequently.
Participant
Answer
Comment
P02 · Marcus T.
Strongly agree
P04 · Jordan A.
Agree
P05 · Sam K.
Neutral
I found the system unnecessarily complex.
Participant
Answer
Comment
P02 · Marcus T.
Strongly disagree
P04 · Jordan A.
Strongly disagree
P05 · Sam K.
Disagree
I thought the system was easy to use.
Participant
Answer
Comment
P02 · Marcus T.
Strongly agree
P04 · Jordan A.
Strongly agree
P05 · Sam K.
Agree
I think that I would need the support of a technical person to be able to use this system.
Participant
Answer
Comment
P02 · Marcus T.
Strongly disagree
P04 · Jordan A.
Strongly disagree
P05 · Sam K.
Disagree
I found the various functions in this system were well integrated.
Participant
Answer
Comment
P02 · Marcus T.
Strongly agree
P04 · Jordan A.
Strongly agree
P05 · Sam K.
Agree
I thought there was too much inconsistency in this system.
Participant
Answer
Comment
P02 · Marcus T.
Strongly disagree
P04 · Jordan A.
Strongly disagree
P05 · Sam K.
Neutral
I would imagine that most people would learn to use this system very quickly.
Participant
Answer
Comment
P02 · Marcus T.
Strongly agree
P04 · Jordan A.
Strongly agree
P05 · Sam K.
Agree
I found the system very cumbersome to use.
Participant
Answer
Comment
P02 · Marcus T.
Strongly disagree
P04 · Jordan A.
Strongly disagree
P05 · Sam K.
Disagree
I felt very confident using the system.
Participant
Answer
Comment
P02 · Marcus T.
Strongly agree
P04 · Jordan A.
Strongly agree
P05 · Sam K.
Strongly agree
I needed to learn a lot of things before I could get going with this system.
Participant
Answer
Comment
P02 · Marcus T.
Strongly disagree
P04 · Jordan A.
Strongly disagree
P05 · Sam K.
Strongly disagree
Highlight clips
Moments the researcher marked. Play inline.
Added to cart. I love it when it does that. I don't need anything more than that incrementer. · P04 · Jordan A., 1:57P04 - Jordan A. - 6 Aug, 1:00 PM 3:34-4:07 · P04 · Jordan A., 3:34P04 - Jordan A. - 6 Aug, 1:00 PM 4:07-4:16 · P04 · Jordan A., 4:07P04 - Jordan A. - 6 Aug, 1:00 PM 6:23-6:37 · P04 · Jordan A., 6:23Finding: Unclear error feedback during checkout · P04 · Jordan A., 3:42Finding: Inaccessible post-purchase functionality (no login or invoice access) · P04 · Jordan A., 6:53Finding: Missing or inconsistent product visual aids (color swatches) · P04 · Jordan A., 1:23Pit zips that actually reach. Hopefully that means pit zips I can actually reach. · P02 · Marcus T., 1:47The 2-digit month and 2-digit year is all I need for CC expiry date. · P02 · Marcus T., 5:50I would expect either a login button at top right or an ORDER STATUS link at the bottom. Boom. Right where I'd expect it. · P02 · Marcus T., 8:29P02 - Marcus T. - 21 Aug, 10:04 AM 1:06-1:20 · P02 · Marcus T., 1:06What are these colors? Show me. · P05 · Sam K., 2:05I would expect a SAME AS SHIPPING checkbox for billing address. · P05 · Sam K., 5:29I would expect something up by cart to let me access my order. · P05 · Sam K., 7:58P05 - Sam K. - 21 Aug, 10:21 AM 1:05-1:45 · P05 · Sam K., 1:05P05 - Sam K. - 21 Aug, 10:21 AM 3:40-3:50 · P05 · Sam K., 3:40
Participants
Participant
Profile
Sessions
P01 · Priya S.
Recruited via panel · shops online weekly · first visit to this store.
none
P02 · Marcus T.
Recruited via panel · shops online weekly · first visit to this store.
Aug 21, 2026, 10:04 AM
P03 · Elena V.
Recruited via panel · shops online weekly · first visit to this store.
none
P04 · Jordan A.
Recruited via panel · shops online weekly · first visit to this store.
Aug 6, 2026, 1:00 PM
P05 · Sam K.
Recruited via panel · shops online weekly · first visit to this store.
Aug 21, 2026, 10:21 AM
P06 · Ruth O.
Recruited via panel · shops online weekly · first visit to this store.
none
Sessions
Participant
Recorded
Notes
Speech lines
Tasks
Clips
P04 · Jordan A.
Aug 6, 2026, 1:00 PM
15
111
6
7
P02 · Marcus T.
Aug 21, 2026, 10:04 AM
15
133
6
4
P05 · Sam K.
Aug 21, 2026, 10:21 AM
15
126
6
5
Task Materials
Find a rain shell
Instruction
You're heading to the Pacific Northwest in October. Find a waterproof rain jacket you'd actually buy, and add it in your size to the cart.
Success criteria
Caldera Rain Shell added to cart in a chosen size.
Apply a promo & check out
Instruction
You have the promo code FIELD10 from an email. Use it, and complete your purchase.
Success criteria
Order placed with the discount applied - the error banner recovered from, not abandoned.
Check your order status
Instruction
A few days have passed. Find out when your order will arrive.
Success criteria
Order status page reached and the delivery estimate read aloud.
About this report
3 participants, 3 sessions, Aug 6 to Aug 21, 2026.
The summary is built by Ovo Logger from the study; its numbers are computed and its quotes verified against the recordings. Its one generated paragraph, where there is one, is an AI draft written on the researcher's machine. The findings are the ones the researcher kept, in their order.
Each finding's count is the number of distinct participants its supporting evidence covers, over the group named with it.
Quotes are the participants' words from the session transcript unless marked as an observer's note.