Can they tell what Legacy does and how to start?
UX research
Think-Aloud Protocol
Internal script and observation checklist for testing Legacy Defenders with the Allegheny County personas.
20-30
Minutes
5
Screens
1
Report
Research Goal
Watch whether a stressed executor understands Legacy Defenders quickly enough to start. Do not defend the design. Listen for confusion, hesitation, mistrust, emotional overload, and moments where the user says, "Oh, that is what I need."
Setup
Pick one persona
Open the homepage
Ask the participant to narrate every thought
Do not explain the product unless they are fully stuck
Capture exact words
Store notes in project-docs/ux-research/reports/
Core Screens To Test
Do the first ten seconds show value?
Do drill-down pages answer the right next question?
Does the person path feel caring, useful, and trustworthy?
Persona Scripts
Erin: out-of-town only child
Use Erin's persona. Ask: "What do you think Legacy will do for you before you pay anyone?" Watch whether she sees the offer, liquidity, carry cost, and value-to-test quickly.
Marcus: local caregiver
Use Marcus's persona. Ask: "How would you explain this belongings process to your siblings?" Watch whether item routing, QR/status language, and storage feel like protection or complexity.
Denise: cash-poor, equity-rich
Use Denise's persona. Ask: "Where would you look to understand if you can afford to continue?" Watch whether runway, fast-cash, and spend-control are obvious.
Tom: estate at risk
Use Tom's persona. Ask: "Does this make it clear when you should stop and get professional review before spending?" Watch for any service language that feels unsafe or salesy.
Observation Notes
What does the user think Legacy does after 30 seconds?
What makes the user feel helped or sold to?
What do they think they should click or type next?
What number, photo, source, or example would reduce doubt?
Where does the page ask for too much reading or decision-making?
When would they use credits, call, submit for review, or leave?
Report Template
Save findings as a dated Markdown file in project-docs/ux-research/reports/.
# UX Think-Aloud Report: [Persona / Participant]
Date:
Observer:
Persona:
Screens tested:
## One-Sentence Finding
## What They Understood Fast
## Where They Hesitated
## Exact Quotes
## Severity-Ranked Issues
## Recommended Fixes
## Follow-Up Test