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StartOfSession
Rec_1.mp4 started at 11:27 AM on 1/29/2021
00:00:04
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Intro
Moderator
Introduction
Participant 1 introduction
00:00:26
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StartOfScenario
Participant 1 starting Task 1
00:00:58
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Terminology
Goes to SEND and I want to figure out how much it costs to mail a letter, so I'm looking for LETTERS but I don't see any letters.
00:01:06
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Terminology
Goes to Calculate Price (looking for letters)
00:01:17
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Mental Model
Why does ZIP matter to get a price for a letter?
00:01:25
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Mental Model
Letter isn't anywhere in here. That is remarkable. Sees postcard and expects to see letter too.
00:01:34
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N/A
See Postcard, sees flat rate envelopes, says that's not a letter
00:01:55
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EndOfScenario
P1S1 Done, Unsuccessful
00:01:56
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Task02
Moderator
StartOfScenario
Participant 1 starting Task 2
00:02:25
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Task02
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Terminology
Looking for square envelopes
00:02:31
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Task02
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N/A
Is frustrated.
00:02:33
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Task02
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Goes into Send > Calculate a price, knows it's not there. I would expect to see something in here about square envelopes because I know they are special.
00:02:48
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Task02
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Goes back to home, clicks QuickTools
00:02:55
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N/A
Goes to Send menu
00:02:59
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Task02
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Workflow
Learn About Sending mail. What I hope to learn is how much a square envelope costs. Expresses skepticism about this info being useful
00:03:42
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Task02
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Workflow
Sees Calculate a Price and says I know where this is going to send me... why would it send me here when it has nothing to do with mail?
00:03:51
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Task02
Moderator
N/A
Clicks Insurance and Extra Services... OK, I'm done.
00:04:03
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Task02
Moderator
EndOfScenario
P1S2 Done, Unsuccessful
00:04:18
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Task03
Moderator
StartOfScenario
Participant 1 starting Task 3
00:04:40
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Task03
Moderator
N/A
I'm not going to Quick Tools (overs over Send) I'll go to quickTools
00:04:48
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Task03
Moderator
N/A
Track a Package... I want to SEND a package
00:04:53
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Task03
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N/A
Goes to SEND menu
00:05:00
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Task03
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N/A
Stamps and Supplies, no I need something that's going in a box
00:05:00
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Task03
Moderator
Terminology
ClickNShip, I don't know what that is.
00:05:06
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Task03
Moderator
N/A
I'm not going into Calculate a Price again.
00:05:09
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Task03
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N/A
Sending Packages (holds head) this is gonna say, "Pick a box... put a label on a box..."
00:05:32
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Task03
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Clicks Size and Weight Requirements
00:05:49
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Flat Rate Quick Reference
00:06:03
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N/A
These are envelopes, I need a box...
00:06:06
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N/A
Small Rate Flat Box... so this is awesome
00:06:19
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N/A
Medium, we have a winner.
00:06:27
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Workflow
I would like to click this and say "Ship it now", "How much does it cost to ship this thing?", "I've never shipped before in my life, can you get me started?"
00:06:40
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Task03
Moderator
EndOfScenario
P1S3 Done, Officially Struck Out as Participant 1
00:00:01
P02
Intro
N/A
StartOfSession
Rec_2.mp4 started at 11:35 AM on 1/29/2021
00:00:03
P02
Intro
Moderator
Introduction
Participant 2 Introduction
00:00:27
P02
Task01
Moderator
StartOfScenario
Participant 2 Starting Task 1
00:00:27
P02
Task01
Moderator
Terminology
How much does it cost to mail a #10 business envelope? I'm hoping to search on that.
00:01:11
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Task01
Moderator
Terminology
Reads "Search or Enter a Tracking Number." I don't want to search a tracking number
00:01:22
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Task01
Moderator
Search
Searches on "#10" (search results page displays "10")
00:01:27
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Search
It stripped my pound sign didn't it? Yeah. Great.
00:01:39
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Task01
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Search
Searches on Business envelope.
00:01:42
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N/A
Goes to Custom Mail Cards and Envelopes
00:01:47
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N/A
No (This is not what I want)
00:01:56
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Search
Searches on "how much does it cost to mail a business envelope"
00:02:13
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Task01
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Search
Boy, PO boxes... FAQs... boy that sounds like it'll be helpful. Let's click it and see.
00:02:38
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Task01
Moderator
EndOfScenario
P2S1 - Done Unsuccessful
00:02:41
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Task02
Moderator
StartOfScenario
Participant 2 Starting Task 2
00:03:09
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Task02
Moderator
Search
Searches on "Square Envelope"
00:03:22
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N/A
Stares at results.
00:03:27
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Task02
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Terminology
Clicks Letters and Large Envelope properties.
00:03:40
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Task02
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N/A
Clicks the LETTER link in "if you are mailing a letter"
00:03:47
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Task02
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(at Physical Standards for Commercial Letters and Postcards PDF) Wow, this looks like it might actually have what I need.
00:04:19
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Task02
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N/A
Searches PDF for "square"
00:04:25
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Task02
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OK, nonmachinable letter. Yes! Yes!
00:04:41
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Task02
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Shakes head "no." So I failed, but I made progress here. I believe a square envelope is a non-machinable letter.
00:05:05
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Task02
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EndOfScenario
P2S2 - Done, Unsuccessful
00:05:08
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Task03
Moderator
StartOfScenario
Participant 2 Starting Task 3
00:05:15
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Task03
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Mental Model
OK, so this is not an envelope task it's a box task. I need a box that will fit 6x6x4
00:05:36
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Task03
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Terminology
On main menu I see Send... Receive... and I thought (the third item) was Ship. But no, it's Shop. Because when I go to the post office what I want to do is shop. No.
00:05:55
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Task03
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Terminology
Clicks ShipNClick and says, "Why not?"
00:05:58
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N/A
Sees sign in... that's why not.
00:06:27
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Quick Tools - Calculate a Price... clicks view flat rate boxes.
00:06:48
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Task03
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This is a it, OK
00:06:55
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Medium will fit.
00:06:59
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Task03
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EndOfScenario
P2S3 - Done, partially successful.
00:00:00
P03
Intro
N/A
StartOfSession
Rec_3.mp4 started at 11:43 AM on 1/29/2021
00:00:03
P03
Intro
Moderator
Introduction
Participant 3 Introduction
00:00:23
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Task01
Moderator
StartOfScenario
Participant 3 Starting Task 1
00:00:49
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Task01
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Mental Model
So it's normal mail. You're asking me how much is costs to mail an envelope. Let's pretend I'm from France
00:01:12
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Task01
Moderator
Search
Searches on "How much does it cost to mail a letter"
00:01:16
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N/A
PO Box Support. How in the world does "PO Box Support" come up as the first hit on "how much does it cost to mail a letter"?
00:01:27
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Search
Searches on Google: how much does it cost to mail a letter site:usps.com
00:01:39
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(First result: Postage Rates and Prices)
00:01:48
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How hard was that? (Is at business/priecs.htm)
00:01:49
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Thank you Google. You deserve every penny you earn.
00:01:52
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EndOfScenario
P3S1 - Done. unsuccessful because they did not solve using USPS.com. ALso, they didn't answer every aspect of the task but morale is high.
00:02:01
P03
Task01
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N/A
Let's see if I can complete this using USPS.com. Looking for Mailing and Shipping Prices.
00:02:29
P03
Task01
Moderator
N/A
Goes into Calculated Price. That's not it. OK, that's it, I'm done.
00:02:42
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Task02
Moderator
StartOfScenario
Participant 3 Starting Task 2
00:03:03
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N/A
Searches on nonmachinable
00:03:06
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Task02
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N/A
Expands Calculate and Apply postage
00:03:11
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Task02
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N/A
Clicks How to Mail a Letter link
00:03:22
P02
Task02
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N/A
Wow that is awesome, but it does't tell me the limits of that.
00:03:34
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Task02
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N/A
This is almost really good but it doesn't really tell you about what you need to do if you have a square envelope. I know you have to add 15 cents, but I don't see that here.
00:03:50
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EndOfScenario
P3S2 - Complete
00:04:05
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Search
Searches google on nonmachinable site:usps.com
00:04:18
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Task02
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N/A
Is at What is the Non-Machinable Surcharge for First-Class Mail page
00:04:22
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Stares at camera with mouse over Postal Price Calculator
00:04:26
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Task02
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Goes to Postal Price Calculator and laughs.
00:04:33
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Task02
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Mental Model
Apparently that information is here, but here's the funny thing. They lead off with postcards and you'd think that there would be letters. But then they show flat rate envelopes. Which is not an envelope. It's one of their envelopes.
00:04:59
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Task03
Moderator
StartOfScenario
Participant 3 Starting Task 3
00:05:13
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I'm going right to the rate calculator and pick the box since all roads seem to lead to this page. I'm gonna believe.
00:05:39
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I know it doesn't require ground transportation because it's not explosive.
00:05:43
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Boom. So (goes back and edits ZIP) it's the same price. Is there any price where ZIP code matters? Maybe ZIP drives expected delivery day.
00:06:23
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Is tracking available? I don't know, but I'm curious.
00:06:24
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Clicks Normal Delivery Time link. Looking for information on tracking.
00:06:28
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I'm scrolling to the Ts. No charge. There we go.
00:06:45
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Got it. So I take my cookies to the post office, ship using this method, and I get tracking for no charge.
00:06:59
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EndOfScenario
P3S3 - Complete. I feel like I'm moderately successful. I didn't get how to use tracking.