As a group, our team started out by conducting user interviews with 20 potential users to find out their pain points and what they think of the current app. The interview questions were focus on the in-app registering and payment process. I also asked users to complete a few tasks to find out the reason why they use the product, what do they use it for, and what their pain points are.
When conducting usability test, I hide my personal perspectives. Users are asked to verbalize their thoughts. Some follow-up questions such as “why” , “how do you think of this function” , “tell me more about that”, and if-then statements were asked to get users to elaborate on their true feelings.