My cleint wants me to perform a mulitple channel usability test, where we might have someone print a boarding pass on the web, go to a kiosk to print a luggage tag, and use their mobile device to pick their seat. I think it is best to do this kind of scenario type testing, where I can view the person.
Has anyone ever done a test like this before? What advice do you have for me?
As an example of the far-reaching impact of interaction design, I recently wrote about the Boston MBTA subway system and the Charlie kiosks that are used to purchase fares. Every day, hundreds of thousands of people ride the Boston subway and many of them are confused and frustrated by the interaction design of the kiosk.