How would you plan and conduct a usability study for a sequence of related tasks (or subtasks of a single task) across multiple devices?
A user, Jim, visits a state government website on his desktop computer in order to download an application form to renew his driver’s license. His plan is to have a friend drive him to the DMV to submit his application.
His friend comes and picks him up. While in the car, Jim uses his phone to
- Return to the website to make sure he has all of the supporting documentation.
- Verify the hours of that the DMV is open that day.
I would love to hear some lessons learned on running this kind of test. I am really interested in that moment of transition between two interfaces and how a user applies his previous experience to deciphering the UI in a new format.