Certain users made an error on task 6 (call a contact) and called through Viber Out first (users 1, 2). In which areas / UI elements did the users make errors?.Users who had trouble finding and sending stickers were only the middle aged users. She first tried to send it within the sticker market, then left the app on purpose, then re-entered the app but instead of looking through the Chats tab to send a sticker to someone she had already tried to call via viber out, she scrolled through the Contacts tab (user 1). Further, a user had trouble figuring out how to send a sticker to a contact. Another user could not find the stickers for two minutes and eventually gave up on the task even though he had finally found them (user 4). One user could not view the preview stickers within the sticker packages as the images did not show up on her phone, and it took her a long time to decide which package to download as she was deciding by the main image (user 1).
Task 5 (stickers) was challenging for some of the users for different reasons. For example, some users first went to the main menu where they may only buy viber out credits but did not have the option to send a viber out call to a contact they found the viber out call menu option within a contact page afterward. Task 4 (viber out) was hard for some users to find. Task 3 (sending a message) was difficult for some users, as they had trouble figuring out which of their contacts had the viber app. No UI elements were challenging for half of the users (users 2, 5, 6). Which areas / UI elements were challenging for the users?.
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