User Testing Script

1. Introduction
Hi, I’m Charlie Weston and I’m a Design Researcher. I want to thank you for participating in today’s user
session.
Our goal is to create a tool that the will help a client understand what their real estate needs are. We are
creating an interactive survey / intake form, where in which a Tenant Rep Broker can meet with a client – as
about three specific area ( people, space, and amenities) – and then be presented with a scorecard of was
discussed.
The outputs of this approach are to:
1 ) help the broker have a more meaningful conversation with the client
2 ) educate the client and have them start to about their needs and implications
3 ) provide the client with an interactive experience that
a) will help differentiate JLL in the marketplace
b) a broker would feel comfortable showing a client (with no upfront work required)
c) the client will be able to take back with them to share with internal stakeholders
We are calling this tool a ‘Needs Assessment.’ It will live within the Aero workstream but be accessible outside
of the application so that brokers don’t have to share their private information with a client.
Do you have any questions so far?
Have you ever participated in a user research session before? What we are going to do today is have you
review designs around a prototype for this Needs Assessment.
I didn’t design this demo so please be honest with your thoughts. You won’t hurt my feelings. We are
evaluating the design, but we are not testing you in any way. Any difficulties you may encounter reflect issues
with the design of the application...and not your skills or abilities. Your feedback–both positive and negative–is
very important to the design process. To help us achieve this, please think aloud as much as possible. What
are you thinking as you see a screen.
The demo we are going to walk through is made up of images with hotlinks, meant to mimic interaction /
development. You won’t be able to type on the demo, but you can use your mouse to hover or click through the
pages.
As we go through this, I will read off two types of prompts. One will be questions, the other will be tasks. When
you answer questions, answer to the best of your ability based on what’s on-screen. After you complete a task,
simply say ‘done.’
This session is scheduled to last 30 minutes. We are about 5 minutes in already. As we move through this
application, we may jump a few steps ahead in order to be as judicious with time as possible.
I’d like to record this session, so I can replay and take notes later. This recording will not be shared with
anyone outside the team. Is this okay?

2. Warm Up
Before we dive into the prototype, I would like to get a little information about you.
Q: What is your current role at JLL?
Q: How long have you been in this role?
Q: How long have you been with JLL?
Q: What percentage of your business is repeat vs first time clients?
Q: When you first engage with a client, how do you talk to them about what their needs are in their needs are?
Q: What types of tools do you use to help articulate those needs?
Q: What part of the deal / transaction cycle do you work mostly with?
Q: Can you tell me a little about your involvement with helping clients understand what their space needs are?

3. Landing Page / Admin
We are now on the landing page for the Needs Assessment. Here you can create a new assessment from
scratch. There’s a page within the Aero site for you to access
Q: What company are you creating this assessment for?
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Q: If you wanted to change the company name for this assessment, what are the two ways you could do this?
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Q: What do you need to do to advance to the next screen?
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T: Please advance to the next screen
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4. People
Now we are on the first page of the assessment.
Q: What is the purpose of this page? What will it articulate to the client?
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Q: How do you get started? What is the first thing you need to do?
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T: Adjust the current number of employees.
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Q: When you entered ‘Current # of Employees’ – what happened?
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Q: On the far right hand side of the page, what information is being displayed?
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Q: What is mobility percentage? How would you expect to what this is learn more about this?
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q: If you wanted to display additional indicators that might affect growth, how would you trigger that?
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T: Please trigger / activate additional indicators
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Q: On a scale of one to ten, one being not helpful and ten being extremely helpful, how would you rank the
value of this information when you’re having initial conversations with clients.
10 - 9 - 8 - 7 - 6 - 5 - 4 - 3 - 2 - 1 - 0

5. T: Please close out of this window.
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T: Adjust the number of years for the lease to 8.
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T: Adjust the number of employees to 180.
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T: Using the slider, adjust the growth in 2022 to -3%.
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T: Using the slider, adjust the growth in 2023 to 1%.
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T: Reset all the sliders to an average growth of 5%.
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T: Switch back the previous custom growth breakout
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Q: Looks like we are all done here. What is the next page or section in this flow?
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T: Please advance to the next stage.
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6. Space
Now we are on the second page of the assessment.
Q: What is the purpose of this page? What will it articulate to the client?
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Q: What are you selecting on this screen?
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T: Please select ‘Progressive’ office type
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Q: What happened?
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Q: What is the middle column telling you?
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Q: What is the far right hand column telling you?
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Q: Which build out requires the most square footage?
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T: It looks like you have no offices selected for this build out. How would you add or modify this?
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T: Ok – now close out of this.
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7. Q: If you wanted to change your ‘Office Type’ how would you do this?
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Q / T: If you wanted to explore and expand the ‘Office Type’ selection to view content about each section, how
would you do that? Ok, please do that. Now close it.
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Q: If you wanted to navigate back to the People page, how would you do that?
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T: Now, let’s navigate to the next section / page in this flow.
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8. Amenities
Now we are on the third page of the assessment.
Q: What is the purpose of this page? What will it articulate to the client?
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Q: What are you selecting on this screen?
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Q: How many amenities are shown on screen?
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Q: How many amenities can you select?
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T: Please select the Parking / Train Access amenity.
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Q: What happened?
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T: Now select the Conference Area amenity
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T: Remove the Security amenity
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9. T: Move the Retail Options amenity down in the selection / custom list
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T: Now add the Wifi Reception amenity
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T: Now, let’s navigate to the next section / page in this flow.
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10. ScoreCard
Now we are on the final page of the assessment.
Q: What is the purpose of this page? What will it articulate to the client?
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Q: If you wanted to edit the content on the amenities page, what are the two ways you could do it?
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T: Explore more about what the “Insite” tool is?
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T: Ok now close this out.
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T: Your client asks that you share this scorecard with them. To do this, you need to generate a shareable link.
Please do this.
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help the broker have a more meaningful conversation with the client
Yes - Somewhat - No
educate the client and have them start to about their needs and implications
Yes - Somewhat - No
provide the client with an interactive experience that
will help differentiate JLL in the marketplace
Yes - Somewhat - No
a broker would feel comfortable showing a client (with no upfront work required)
Yes - Somewhat - No
the client will be able to take back with them to share with internal stakeholders
Yes - Somewhat - No