Usability Research for Sony LinkBuds Open
Role: UX Research
Skills: Qualitative Research Methods, Usability Tests
Duration: January 2025 - March 2025
Project Type: Class Work
(HCDE 517 Usability Testing)
Overview
As Sony Group is working to ensure the OOBE (out-of-box-experience) is an exciting one for all users, they are striving to develop products and services that incorporate accessibility.
This usability study, conducted as part of HCDE 517 at the University of Washington, evaluated the accessibility and effectiveness of the Sony LinkBuds Open packaging, with a specific focus on the Guide for QR tactile element.
This evaluation responds to growing industry emphasis on universal design, ensuring products like the LinkBuds Open meet the needs of a wide audience, including those with disabilities.
Video sourced from Sony’s official website: Guide for QR | Sony USA
Guide for QR is a set of indicators that allow users to identify the location of a QR Code on the packaging of Sony’s audio products. This feature—a square frame of four L-shaped tactile markers surrounding a QR code—is designed to assist users in locating and scanning the QR code to access setup instructions. Our study aimed to assess how well this feature supports an inclusive unboxing and onboarding experience for users with certain disabilities.
Goals
The primary objective was to assess how well the Sony LinkBuds Open packaging, particularly the Guide for QR tactile element, supports an accessible and efficient unboxing and onboarding experience. We sought to identify usability barriers and recommend actionable improvements to enhance inclusivity. The study addressed three core research questions:
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What usability challenges do diverse users face with the packaging design?
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How easily can users locate and scan the QR code, and what visibility, placement, or tactile issues arise?
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What barriers exist in accessing and navigating the tutorial video or help article via the QR code, and how can these be addressed?
The findings will help inform Sony’s accessibility initiatives, ensuring the LinkBuds Open cater to a broader audience by improving packaging design, QR code discoverability and efficiency, and instructional content usability.
Our Target Audience
For this study, we aimed to ensure that our usability testing process was inclusive and accessible to a diverse range of users, particularly those who may encounter barriers when interacting with digital interfaces. Our target audience includes:
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Individuals with visual impairments
Our test participants can be individuals with low vision, complete blindness, or people relying on screen readers/magnifying tools/other assistive technologies.
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Individuals with dexterity issues
We’re also conducting tests with individuals with hand mobility challenges, such as arthritis, carpal tunnel, diabetic neuropathy, or others having difficulties with precise hand movements, gripping, or interacting with small elements.
By considering their experiences, we aim to improve usability and accessibility for all users.
Process
1. STUDY DESIGN &
PLANNING
1/14 - 2/4
Coordinated with Sony to define the study’s purpose, scope, target audience, and key research metrics.
2. RECRUITMENT &
SCHEDULING
1/27 - 2/23
Recruited participants via
screening questionnaires and
outreach to disability
advocacy groups, ensuring
diverse representation.
3. SIX MODERATED
USABILITY TESTS
2/16 - 2/23
Conducted six 60–75 minute
sessions, featuring one primary task, minimal intervention, and pre/post-test questionnaires.
4. DATA ANALYSIS &
REPORTING
2/23 - 3/10
Analyzed findings to identify usability patterns and compiled into a comprehensive report.
Scenario and User Interaction Map
We utilized the think aloud protocol and conducted moderated tests with minimal intervention.
Scenario: “Imagine you ordered the Sony LinkBuds, and they’ve just arrived. Now, I’d like you to go through the setup process just as you would at home.”
The interaction map shows an ideal user task path above, however we also prepared some follow-up questions regarding to other expected user task paths:
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User don't scan the QR code
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They keep ignoring the QR code even after prompted
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User don't watch the tutorial video
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User don't take out all package contents
All study sessions were held in accessible rooms at the Suzzallo and Allen Libraries at campus.
Data Collected
We collected both qualitative and quantitative data:
Qualitative Data
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User feedback
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Observation
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User pathway
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Error type
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Steps missed or misunderstood
Quantitative Data
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Satisfaction rates
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Interaction rates
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Time taken to complete tasks
Severity Rating System
To evaluate the impact of usability issues, we applied a four-level severity rating scale adapted from usability research standards. Severity ratings help us prioritize and address issues based on their impact on usability, ensuring a better user experience.
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High Severity: Prevents users from completing the task entirely
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Medium Severity: Causes significant delay, requiring significant effort or workarounds, affecting task efficiency and satisfaction
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Low Severity: Minor inconveniences with negligible impact on usability
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User Wish: Opportunities for future enhancements.
Ratings focus on the task outcome, with participant experiences providing context for each issue’s scope and nature.
Check Our Deliverables
English
Japanese
What Would We Do Differently?
In reflecting on our research process, there are several areas we would approach differently to enhance the overall study and outcomes.
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Research Scope Understanding
We would prioritize understanding the research scope more thoroughly from the beginning. Having a clearer grasp of the scope early on would allow us to plan and analyze more effectively, ensuring alignment between research objectives and methodologies.
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Sample Size & Diversity
We would aim to increase the diversity and size of our sample population. Incorporating participants from a broader range of demographics, including varied age groups and backgrounds, would provide more comprehensive insights and improve the inclusivity of our findings.
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Exploratory Research
We would pursue more exploratory research to refine our design concepts. This would involve experimenting with various tactile designs, creating instructional videos, iterating on packaging design, and testing different QR code placements and sizes to identify optimal solutions.
By addressing these areas, we could enhance the rigor and inclusiveness of our research, ultimately leading to more robust and user-centered outcomes.
Reflection
Evolving My Accessibility Research Lens
Through this project, I realized the importance of shifting my research approach when focusing on accessibility. While previous studies emphasized analyzing user trends through task completion rates, I learned that in accessibility-focused projects with smaller sample sizes, it is crucial to treat even a single instance of task failure as a significant issue rather than an outlier. This approach ensures that the needs of all users, particularly those with disabilities, are addressed and valued.
Collaborative Learning
Working with a diverse team provided valuable insights and strengthened the depth of our findings. Each member contributed unique perspectives, allowing us to systematically approach the study from planning and recruitment to analysis and reporting. Balancing differing viewpoints and adapting roles when necessary highlighted the importance of structured planning, clear communication, and leveraging individual strengths.
Deepening Inclusive Research Commitment
This project strengthened my commitment to accessibility and inclusive design. The product’s users are diverse and span across different countries and cultures. This experience reinforced my belief that accessibility is not only about meeting usability standards but also about understanding and valuing individual experiences, especially for users relying on assistive technologies.
Moving forward, I aim to refine my skills in conducting usability studies, analyzing data, and improving inclusive design practices. I also hope to apply my research skills across cultural contexts, creating user-centered solutions that serve diverse communities effectively and equitably.
Special thanks to Elizabeth Quepons, a UW HCDE alum and our partner at Sony, for her invaluable guidance and support throughout this project! Her insights and mentorship greatly contributed to the success of our research 🤍
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