Testing Methods
Pilot Operations
Pilot Operations gives teams a repeatable qualitative research practice. It keeps everyone aligned around testing & validation by helping you gain insights for improvement and innovation before completion. Grounded in testing methods, the method turns insight into tangible next steps.
Goal
Testing & Validation
Group
Qualitative Research
Users
Direct User Involvement
Overview
Pilot Operations involve testing a new product, service, or process on a small scale before full implementation. By conducting a pilot, organizations can identify potential issues, assess feasibility, and gather user feedback. Pilot Operations are valuable in product development, process improvement, and organizational change, where validating assumptions and mitigating risks are crucial. They provide insights into real-world performance, guide refinements, and build confidence in scaling up successful innovations.
Step-by-Step Procedure
10 steps to complete
1
Identify the Research Objectives
Before starting the Pilot Operations method, determine your research objectives. Identify what you want to learn about the product or service, and how you intend to use the findings to make improvements.
2
Assemble a Collaborative Team
Gather a diverse group of team members, including subject matter experts, UX researchers, designers, and stakeholders, to productively collaborate on the project. Ensure team members are well-informed about the overall goals and objectives.
3
Develop the Initial Prototype
Create a working model of the product or service to be tested. This prototype can be in low-fidelity format (such as paper sketches) or high-fidelity format (such as a functioning digital product). It is important that the prototype is easy to modify based on feedback gathered during testing.
4
Create a Test Plan
Develop a detailed plan outlining the test process, such as which tasks participants will complete, how success will be measured, and what data will be collected. This plan helps ensure consistency and comparability in the research data.
5
Recruit Test Participants
Identify and recruit users who closely resemble the target audience for the product or service. Ensure a diverse and representative sample to better understand how different users may interact with the prototype.
6
Conduct the Pilot Test
Begin the Pilot Operations by running a small-scale test with participants, following the test plan. Observe participants as they interact with the prototype, collecting data on usability, user satisfaction, and overall effectiveness.
7
Gather and Analyze Test Data
Collect and collate all data gathered during the pilot test, including task completion times, success rates, user feedback, and any observed problems. Analyze this data to identify trends and patterns that can inform improvements to the product or service.
8
Iterate and Improve the Prototype
Revise the prototype based on findings from the pilot test. Update and refine the design, paying close attention to areas where users struggled or expressed dissatisfaction. Make changes and re-test as needed, until significant improvements are observed.
9
Document Findings and Recommendations
Prepare a comprehensive report outlining your research findings, insights, and recommendations for further improvement. Share this report with stakeholders and team members, and use it to guide the next steps in the development process.
10
Scale Up Testing
Once you have refined the prototype based on pilot test findings, consider scaling up the testing process to encompass a larger group of users or a wider range of use cases. This will provide even more robust data and insights to further improve the product or service.
Method Complete
Real-World Examples
See how this method is applied in practice
Understanding Deal Discovery Behavior
Research conducted with Groupon users to understand how they discover and evaluate local deals. Participants included frequent buyers in the Food & Drink and Health & Beauty categories, as well as occasional users. The study revealed that users rely heavily on personalized recommendations and location-based filtering, with visual imagery and merchant ratings being key decision factors. Users also expressed interest in occasion-based browsing like "date night deals" or "weekend activities."
Local Merchant Experience Research
Study with restaurant, spa, and fitness business owners to understand their experience with Groupon's merchant platform. Participants included both new merchants in onboarding and experienced merchants running multiple campaigns. Findings showed merchants struggled with understanding optimal pricing strategies, setting deal capacity, and interpreting performance analytics. Many requested competitive benchmarking and seasonal promotion guidance.
Deal Redemption Experience Study
Research with Groupon customers who recently redeemed deals at local businesses. The study focused on the in-person redemption experience, including showing vouchers to merchants, handling booking requirements, and resolving issues. Insights revealed that users felt anxious about merchant acceptance and wanted clearer communication about what to expect during redemption.
Deliverables
What you'll produce from this method
Pilot Test Plan
A detailed document outlining the objectives, scope, methodology, participants, and timeline for conducting a Pilot Operations study. It includes information on how to collect and analyze data, as well as define success metrics.
Participant Recruitment
A process to identify, screen, and recruit suitable participants that represent the target user group of the product or service being evaluated. This can include methods like user interviews, surveys, or online recruitment platforms.
Consent Forms and NDAs
Documents that ensure participants understand their rights and responsibilities during the study, as well as any potential risks. Non-disclosure agreements (NDAs) protect any sensitive information related to the project.
Pilot Test Script
A structured guide that helps the researcher conduct the Pilot Operations test consistently across all participants. It includes tasks, scenarios, and prompts necessary for participants to complete tasks successfully.
Test Environment Setup
A preparation of the testing location and equipment, ensuring a consistent and controlled environment for the Pilot Operations study.
Pilot Test Data Collection
The recording of quantitative and qualitative data during the study, such as task completion times, success rates, user behaviors, and feedback.
Data Analysis
Methods to analyze Pilot Operations data, including descriptive statistics, identification of patterns or themes, and hypothesis testing.
Findings & Recommendations
A comprehensive report of the Pilot Operations study results, including an executive summary, detailed findings, recommendations for improvement, and potential next steps.
Pilot Test Debrief
A debrief session with key stakeholders to discuss the findings and recommendations from the study, ensuring shared understanding and alignment on next steps.
Iteration & Re-testing
A process of iterating on the product or service based on the findings and recommendations from the study, and potentially re-testing with users to validate the effectiveness of changes made.
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