HVAC Install Usability Test
Project Context
Navigating the HVAC installation process online can be overwhelming for customers, especially when faced with lengthy, multi-step lead forms. This complexity often leads to frustration and drop-off, making it harder for users to complete their requests. To address this, I contributed to a usability testing project that compared the current multi-step lead form with a simplified single-step version. The goal was to evaluate whether the new layout could reduce friction, clarify expectations, and improve overall usability.
My Role
Worked alongside the UX research team with consistent feedback and support
Drafted the research plan and usability test guide
Gathered and reviewed existing HVAC form research
Created participant scenarios for realistic task completion
Moderated live usability testing sessions
Synthesized participant feedback using affinity mapping in Miro
Research Timeline
The usability research project spanned three months, beginning with a research kickoff followed by the development of a detailed project plan. After a two-week pause, the team resumed by writing the research guide, reviewing prior research on HVAC lead forms, and crafting participant scenarios. Moderated usability tests were then conducted to compare the current multi-step form with a new single-step design. The project concluded with a synthesis phase, where findings were organized using affinity mapping to identify key insights and user preferences.
Research Project Timeline (Click on the image to view the Miro board)
Research Testing Plan
Research Goals
Evaluate participant expectations of the CTA language, “Get a Quote” vs. “Free In-Home Consultation”
Identify pain points with the current multi-step lead form
Test the usability of a single-step lead form
Identify which lead form users prefer
Methodology
Participants were tasked with completing two versions of the HVAC lead form on a mobile device
Participants
Six participants were recruited through UserTesting.com
Each test lasted 30 minutes
Multi-step form (Prototype provided by Research team)
Single-step form (Prototype provided by Research team)
Tools and Platforms
The project leveraged several key tools and platforms:
Prototypes: Created by the research team, representing the current multi-step form and the new one-step design.
Usertesting.com: Used to conduct moderated tests with participants, providing a platform for capturing real-time feedback on both form layouts.
Miro: Used to create affinity maps, organizing participant feedback into clear, actionable insights.
Presentation Tools: Utilized to create a deck summarizing the research findings.
Screenshot of the affinity map we created to synthesize user feedback
Participant 2 walking through the one-step form prototype (UserTesting.com)
What We Learned in Testing
After testing both prototypes, we synthesized participant feedback using affinity mapping and identified key insights:
Multi-step Form (Current)
Participants found the form long and felt unsure of how much was left.
Some questions felt repetitive or unnecessary.
The CTA language (“Get a Quote”) caused some confusion about what would happen next.
Single-step Form (New)
Participants liked seeing all questions at once and felt more in control.
The layout helped them understand what information was needed upfront.
“Free In-Home Consultation” felt more transparent and service-oriented than “Get a Quote.”
Form Preference
Majority of participants preferred the single-step form for its transparency and perceived ease.
Participants expressed more trust in the experience when the steps were visible from the start.
Conclusion
The usability test revealed that the single-step lead form offered a clearer, more efficient experience for users compared to the existing multi-step version.
Participants felt more in control and trusted the process more when all questions were visible upfront.
Additionally, the CTA “Free In-Home Consultation” was better aligned with user expectations than “Get a Quote.”
These insights helped validate the potential of the single-step layout to reduce friction and improve conversion, providing clear direction for future form optimization efforts.