Participant's Name: Sara james

Task Click Path Observations Quotes Task Completion

Write the task number and Record what path the participant Note down behaviors, opinions, and attitudes along Note any significant quotes (positive and negative). Choose if the task was:
directions here. took to complete the task. with any errors, issues, or areas of confusion.
1 - easy to complete
2 - completed but with difficulty
3 - not completed
Prompt 1: If I said "Let's set up
messager tags for your email - Participant didn't understand the appeal of tags "I don't really know if I see how helpful this would be."
N/A
inbox," what do you think you - Participant felt too overwhelmed by the number of "My inbox is so full of emails I'm not sure how this
might use this feature for? N/A emails in their inbox to know where to begin would make it more organized."
- Participant didn't know where to find tags
- Participant scanned inbox and scrolling sidebar but
couldn't find tags "Ugh, this is honestly super confusing, I don't even
- Participant expressed frustration at not being able to know where this would be."
Open inbox > Scroll sidebar > New find tags "Okay, honestly, I'm going to give up and Google it.
Prompt 2: Let's open browser tab > Navigate to Google - Participant quickly gave up searching their inbox and This is so confusing." 2
messager in a web browser search > Search "How to create a went to the internet for help "It's confusing to me why messager has this feature,
on a desktop computer. Now messager tag" > Open help article - Participant went through many steps to accomplish and then hides it."
try to create a new tag called > Navigate to inbox > Scroll sidebar their goal "Now that I'm ableto find this feature, I can see how
"Shopping." How would you > Select "Create new tag" > Enter - Participant said they understood the value of the you might use tags sort of like a folder. Maybe they
go about doing that? tag name > Select "Create" feature once they were able to find it should rename it 'Folders'."
"This is confusing because I just clicked on the color
- Participant didn't know where to find tag settings at of the tag, but it just goes to the emails. There isn't
Prompt 3: Let's say you now Open inbox > Scroll sidebar > first any way to change the tag's color. Let me go back..."
wanted to change the color Select "shopping" tag > Navigate to - Participant used trial and error to reach tag settings "This was just pretty challenging altogether. Normally, 2
of the "Shopping" tag to your inbox > Select ellipsis next to color menu you'd think to change the color right where you'd
favorite color. How would you "shopping" tag > Select preferred - Once the participant was in the menu it was clear click on it. Instead I had to hover and find these
do that? tag color how to change the color of the tag secret dots. Not ideal, but I'd eventually find it."
- Participant didn't know where to begin looking for
subtags
- Participant tried navigating to tag settings menu "Let's try those three dots again. Those seemed
because it worked previously useful, even though they're basically hidden."
- Participant became frustrated and gave up when the "This is confusing, I don't see anything here about
settings menu didn't bring them where they wanted subtags." 3
and no other solution was apparent "I eventually figured it out... but I don't really
- Participant did not complete task until after the study understand why you'd use a subtag or what you'd
Open inbox > Scroll sidebar > was over really want it for."
Prompt 4: Finally, try to make Select ellipsis next to "shopping" - Participant was not familiar with what subtags are or "I also don't know if nesting and subtag mean the
a subtag named "Receipts." tag > Navigate to inbox why they might be valuable same thing."
"I think creating new tags should be front and center."
"Changing the color would be a lot better if you could
just click on the actual colored area next to the tag."
N/A
Prompt 5: How do you think "I don't understand why messager hides the tag
you'd improve the setting up - Participant is frustrated that tags don't feel more feature. I mean, it's pretty much buried under
of a tag? N/A inuitive to use settings.
Participant's Name: khan

Task Click Path Observations Quotes Task Completion

Write the task number and Record what path the participant Note down behaviors, opinions, and attitudes along Note any significant quotes (positive and negative). Choose if the task was:
directions here. took to complete the task. with any errors, issues, or areas of confusion.
1 - easy to complete
2 - completed but with difficulty
3 - not completed
Prompt 1: If I said "Let's set up
messager tags for your email - Participant didn't understand the appeal of tags "I don't really know if I see how helpful this would be."
N/A
inbox," what do you think you - Participant felt too overwhelmed by the number of "My inbox is so full of emails I'm not sure how this
might use this feature for? N/A emails in their inbox to know where to begin would make it more organized."
- Participant didn't know where to find tags
- Participant scanned inbox and scrolling sidebar but
couldn't find tags "Ugh, this is honestly super confusing, I don't even
- Participant expressed frustration at not being able to know where this would be."
Open inbox > Scroll sidebar > New find tags "Okay, honestly, I'm going to give up and Google it.
Prompt 2: Let's open browser tab > Navigate to Google - Participant quickly gave up searching their inbox and This is so confusing." 1
messager in a web browser search > Search "How to create a went to the internet for help "It's confusing to me why messager has this feature,
on a desktop computer. Now messager tag" > Open help article - Participant went through many steps to accomplish and then hides it."
try to create a new tag called > Navigate to inbox > Scroll sidebar their goal "Now that I'm ableto find this feature, I can see how
"Shopping." How would you > Select "Create new tag" > Enter - Participant said they understood the value of the you might use tags sort of like a folder. Maybe they
go about doing that? tag name > Select "Create" feature once they were able to find it should rename it 'Folders'."
"This is confusing because I just clicked on the color
- Participant didn't know where to find tag settings at of the tag, but it just goes to the emails. There isn't
Prompt 3: Let's say you now Open inbox > Scroll sidebar > first any way to change the tag's color. Let me go back..."
wanted to change the color Select "shopping" tag > Navigate to - Participant used trial and error to reach tag settings "This was just pretty challenging altogether. Normally, 2
of the "Shopping" tag to your inbox > Select ellipsis next to color menu you'd think to change the color right where you'd
favorite color. How would you "shopping" tag > Select preferred - Once the participant was in the menu it was clear click on it. Instead I had to hover and find these
do that? tag color how to change the color of the tag secret dots. Not ideal, but I'd eventually find it."
- Participant didn't know where to begin looking for
subtags
- Participant tried navigating to tag settings menu "Let's try those three dots again. Those seemed
because it worked previously useful, even though they're basically hidden."
- Participant became frustrated and gave up when the "This is confusing, I don't see anything here about
settings menu didn't bring them where they wanted subtags." 2
and no other solution was apparent "I eventually figured it out... but I don't really
- Participant did not complete task until after the study understand why you'd use a subtag or what you'd
Open inbox > Scroll sidebar > was over really want it for."
Prompt 4: Finally, try to make Select ellipsis next to "shopping" - Participant was not familiar with what subtags are or "I also don't know if nesting and subtag mean the
a subtag named "Receipts." tag > Navigate to inbox why they might be valuable same thing."
"I think creating new tags should be front and center."
"Changing the color would be a lot better if you could
just click on the actual colored area next to the tag."
N/A
Prompt 5: How do you think "I don't understand why messager hides the tag
you'd improve the setting up - Participant is frustrated that tags don't feel more feature. I mean, it's pretty much buried under
of a tag? N/A inuitive to use settings.
Participant's Name: richard

Task Click Path Observations Quotes Task Completion

Write the task number and Record what path the participant Note down behaviors, opinions, and attitudes along Note any significant quotes (positive and negative). Choose if the task was:
directions here. took to complete the task. with any errors, issues, or areas of confusion.
1 - easy to complete
2 - completed but with difficulty
3 - not completed
Prompt 1: If I said "Let's set up
messager tags for your email - Participant didn't understand the appeal of tags "I don't really know if I see how helpful this would be."
N/A
inbox," what do you think you - Participant felt too overwhelmed by the number of "My inbox is so full of emails I'm not sure how this
might use this feature for? N/A emails in their inbox to know where to begin would make it more organized."
- Participant didn't know where to find tags
- Participant scanned inbox and scrolling sidebar but
couldn't find tags "Ugh, this is honestly super confusing, I don't even
- Participant expressed frustration at not being able to know where this would be."
Open inbox > Scroll sidebar > New find tags "Okay, honestly, I'm going to give up and Google it.
Prompt 2: Let's open browser tab > Navigate to Google - Participant quickly gave up searching their inbox and This is so confusing." 1
messager in a web browser search > Search "How to create a went to the internet for help "It's confusing to me why messager has this feature,
on a desktop computer. Now messager tag" > Open help article - Participant went through many steps to accomplish and then hides it."
try to create a new tag called > Navigate to inbox > Scroll sidebar their goal "Now that I'm ableto find this feature, I can see how
"Shopping." How would you > Select "Create new tag" > Enter - Participant said they understood the value of the you might use tags sort of like a folder. Maybe they
go about doing that? tag name > Select "Create" feature once they were able to find it should rename it 'Folders'."
"This is confusing because I just clicked on the color
- Participant didn't know where to find tag settings at of the tag, but it just goes to the emails. There isn't
Prompt 3: Let's say you now Open inbox > Scroll sidebar > first any way to change the tag's color. Let me go back..."
wanted to change the color Select "shopping" tag > Navigate to - Participant used trial and error to reach tag settings "This was just pretty challenging altogether. Normally, 2
of the "Shopping" tag to your inbox > Select ellipsis next to color menu you'd think to change the color right where you'd
favorite color. How would you "shopping" tag > Select preferred - Once the participant was in the menu it was clear click on it. Instead I had to hover and find these
do that? tag color how to change the color of the tag secret dots. Not ideal, but I'd eventually find it."
- Participant didn't know where to begin looking for
subtags
- Participant tried navigating to tag settings menu "Let's try those three dots again. Those seemed
because it worked previously useful, even though they're basically hidden."
- Participant became frustrated and gave up when the "This is confusing, I don't see anything here about
settings menu didn't bring them where they wanted subtags." 2
and no other solution was apparent "I eventually figured it out... but I don't really
- Participant did not complete task until after the study understand why you'd use a subtag or what you'd
Open inbox > Scroll sidebar > was over really want it for."
Prompt 4: Finally, try to make Select ellipsis next to "shopping" - Participant was not familiar with what subtags are or "I also don't know if nesting and subtag mean the
a subtag named "Receipts." tag > Navigate to inbox why they might be valuable same thing."
"I think creating new tags should be front and center."
"Changing the color would be a lot better if you could
just click on the actual colored area next to the tag."
N/A
Prompt 5: How do you think "I don't understand why messager hides the tag
you'd improve the setting up - Participant is frustrated that tags don't feel more feature. I mean, it's pretty much buried under
of a tag? N/A inuitive to use settings.
Participant's Name: james

Task Click Path Observations Quotes Task Completion

Write the task number and Record what path the participant Note down behaviors, opinions, and attitudes along Note any significant quotes (positive and negative). Choose if the task was:
directions here. took to complete the task. with any errors, issues, or areas of confusion.
1 - easy to complete
2 - completed but with difficulty
3 - not completed
Prompt 1: If I said "Let's set up
messager tags for your email - Participant didn't understand the appeal of tags "I don't really know if I see how helpful this would be."
N/A
inbox," what do you think you - Participant felt too overwhelmed by the number of "My inbox is so full of emails I'm not sure how this
might use this feature for? N/A emails in their inbox to know where to begin would make it more organized."
- Participant didn't know where to find tags
- Participant scanned inbox and scrolling sidebar but
couldn't find tags "Ugh, this is honestly super confusing, I don't even
- Participant expressed frustration at not being able to know where this would be."
Open inbox > Scroll sidebar > New find tags "Okay, honestly, I'm going to give up and Google it.
Prompt 2: Let's open browser tab > Navigate to Google - Participant quickly gave up searching their inbox and This is so confusing." 1
messager in a web browser search > Search "How to create a went to the internet for help "It's confusing to me why messager has this feature,
on a desktop computer. Now messager tag" > Open help article - Participant went through many steps to accomplish and then hides it."
try to create a new tag called > Navigate to inbox > Scroll sidebar their goal "Now that I'm ableto find this feature, I can see how
"Shopping." How would you > Select "Create new tag" > Enter - Participant said they understood the value of the you might use tags sort of like a folder. Maybe they
go about doing that? tag name > Select "Create" feature once they were able to find it should rename it 'Folders'."
"This is confusing because I just clicked on the color
- Participant didn't know where to find tag settings at of the tag, but it just goes to the emails. There isn't
Prompt 3: Let's say you now Open inbox > Scroll sidebar > first any way to change the tag's color. Let me go back..."
wanted to change the color Select "shopping" tag > Navigate to - Participant used trial and error to reach tag settings "This was just pretty challenging altogether. Normally, 2
of the "Shopping" tag to your inbox > Select ellipsis next to color menu you'd think to change the color right where you'd
favorite color. How would you "shopping" tag > Select preferred - Once the participant was in the menu it was clear click on it. Instead I had to hover and find these
do that? tag color how to change the color of the tag secret dots. Not ideal, but I'd eventually find it."
- Participant didn't know where to begin looking for
subtags
- Participant tried navigating to tag settings menu "Let's try those three dots again. Those seemed
because it worked previously useful, even though they're basically hidden."
- Participant became frustrated and gave up when the "This is confusing, I don't see anything here about
settings menu didn't bring them where they wanted subtags." 2
and no other solution was apparent "I eventually figured it out... but I don't really
- Participant did not complete task until after the study understand why you'd use a subtag or what you'd
Open inbox > Scroll sidebar > was over really want it for."
Prompt 4: Finally, try to make Select ellipsis next to "shopping" - Participant was not familiar with what subtags are or "I also don't know if nesting and subtag mean the
a subtag named "Receipts." tag > Navigate to inbox why they might be valuable same thing."
"I think creating new tags should be front and center."
"Changing the color would be a lot better if you could
just click on the actual colored area next to the tag."
N/A
Prompt 5: How do you think "I don't understand why messager hides the tag
you'd improve the setting up - Participant is frustrated that tags don't feel more feature. I mean, it's pretty much buried under
of a tag? N/A inuitive to use settings.
Participant's Name: Alex

Task Click Path Observations Quotes Task Completion

Write the task number and Record what path the participant Note down behaviors, opinions, and attitudes along Note any significant quotes (positive and negative). Choose if the task was:
directions here. took to complete the task. with any errors, issues, or areas of confusion.
1 - easy to complete
2 - completed but with difficulty
3 - not completed
Prompt 1: If I said "Let's set up
messager tags for your email - Participant didn't understand the appeal of tags "I don't really know if I see how helpful this would be."
N/A
inbox," what do you think you - Participant felt too overwhelmed by the number of "My inbox is so full of emails I'm not sure how this
might use this feature for? N/A emails in their inbox to know where to begin would make it more organized."
- Participant didn't know where to find tags
- Participant scanned inbox and scrolling sidebar but
couldn't find tags "Ugh, this is honestly super confusing, I don't even
- Participant expressed frustration at not being able to know where this would be."
Open inbox > Scroll sidebar > New find tags "Okay, honestly, I'm going to give up and Google it.
Prompt 2: Let's open browser tab > Navigate to Google - Participant quickly gave up searching their inbox and This is so confusing." 2
messager in a web browser search > Search "How to create a went to the internet for help "It's confusing to me why messager has this feature,
on a desktop computer. Now messager tag" > Open help article - Participant went through many steps to accomplish and then hides it."
try to create a new tag called > Navigate to inbox > Scroll sidebar their goal "Now that I'm ableto find this feature, I can see how
"Shopping." How would you > Select "Create new tag" > Enter - Participant said they understood the value of the you might use tags sort of like a folder. Maybe they
go about doing that? tag name > Select "Create" feature once they were able to find it should rename it 'Folders'."
"This is confusing because I just clicked on the color
- Participant didn't know where to find tag settings at of the tag, but it just goes to the emails. There isn't
Prompt 3: Let's say you now Open inbox > Scroll sidebar > first any way to change the tag's color. Let me go back..."
wanted to change the color Select "shopping" tag > Navigate to - Participant used trial and error to reach tag settings "This was just pretty challenging altogether. Normally, 2
of the "Shopping" tag to your inbox > Select ellipsis next to color menu you'd think to change the color right where you'd
favorite color. How would you "shopping" tag > Select preferred - Once the participant was in the menu it was clear click on it. Instead I had to hover and find these
do that? tag color how to change the color of the tag secret dots. Not ideal, but I'd eventually find it."
- Participant didn't know where to begin looking for
subtags
- Participant tried navigating to tag settings menu "Let's try those three dots again. Those seemed
because it worked previously useful, even though they're basically hidden."
- Participant became frustrated and gave up when the "This is confusing, I don't see anything here about
settings menu didn't bring them where they wanted subtags." 3
and no other solution was apparent "I eventually figured it out... but I don't really
- Participant did not complete task until after the study understand why you'd use a subtag or what you'd
Open inbox > Scroll sidebar > was over really want it for."
Prompt 4: Finally, try to make Select ellipsis next to "shopping" - Participant was not familiar with what subtags are or "I also don't know if nesting and subtag mean the
a subtag named "Receipts." tag > Navigate to inbox why they might be valuable same thing."
"I think creating new tags should be front and center."
"Changing the color would be a lot better if you could
just click on the actual colored area next to the tag."
N/A
Prompt 5: How do you think "I don't understand why messager hides the tag
you'd improve the setting up - Participant is frustrated that tags don't feel more feature. I mean, it's pretty much buried under
of a tag? N/A inuitive to use settings.