Test Results

Test Type: Tree Test   |   Created: Sep 25, 2023   |   Total Participants: 54   |   Participants Excluded from Dataset: 0
Description: No description provided.

Summary

This test includes 5 tasks

53/54 participants completed all tasks (269 total responses)

Response Overview
Correct 175 65.1%
Incorrect 88 32.7%
Skipped 6 2.2%

Tasks

Task 1

Where would you go to add a person as your beneficiary? Please explain your thoughts while navigating the menu.

Solutions

  • Profile and Settings / John Hancock IRA Beneficiaries (45 selected)

Incorrect Selections

  • Profile and Settings (4 selected)
  • Roth IRA Account Overview / Roth IRA Account Overview (1 selected)
  • Roth IRA Account Overview (1 selected)
  • Help Center / Contact Us (1 selected)
83.3 percent of users selected the correct solution
13.0 percent of users selected the incorrect solution
3.7 percent of users selected finding a solution
A summary of responses
Status Number Percentage
Correct 45 83.3%
Incorrect 7 13.0%
Skipped 2 3.7%
A table of response times
Icon Title Time in minutes:seconds
Average Time 00:29
Fastest Time 00:01
Slowest Time 02:06
Median 00:26

Task 2

Where would you go to view your quarterly statements? Please explain your thoughts while navigating the menu.

Solutions

  • Roth IRA Account Overview / Statements, Tax, and Confirmations (47 selected)

Incorrect Selections

  • Roth IRA Account Overview (3 selected)
  • Roth IRA Account Overview / Roth IRA Account Overview (1 selected)
  • Profile and Settings / John Hancock IRA Bank Information (1 selected)
  • Roth IRA Account Overview / Transaction History (1 selected)
87.0 percent of users selected the correct solution
11.1 percent of users selected the incorrect solution
1.9 percent of users selected finding a solution
A summary of responses
Status Number Percentage
Correct 47 87.0%
Incorrect 6 11.1%
Skipped 1 1.9%
A table of response times
Icon Title Time in minutes:seconds
Average Time 00:31
Fastest Time 00:03
Slowest Time 02:00
Median 00:25

Task 3

You’re moving to a new home. Where would you go to update your address? Please explain your thoughts while navigating the menu.

Solutions

  • Profile and Settings / John Hancock IRA Profile Information (35 selected)

Incorrect Selections

  • Profile and Settings / John Hancock Communication Preferences (8 selected)
  • Profile and Settings (7 selected)
  • Roth IRA Account Overview / Roth IRA Account Overview (2 selected)
  • Home (1 selected)
64.8 percent of users selected the correct solution
33.3 percent of users selected the incorrect solution
1.9 percent of users selected finding a solution
A summary of responses
Status Number Percentage
Correct 35 64.8%
Incorrect 18 33.3%
Skipped 1 1.9%
A table of response times
Icon Title Time in minutes:seconds
Average Time 00:36
Fastest Time 00:02
Slowest Time 03:14
Median 00:27

Task 4

Where would you find the confirmation of the transaction you made recently? Please explain your thoughts while navigating the menu.

Solutions

  • Roth IRA Account Overview / Statements, Tax, and Confirmations (5 selected)

Incorrect Selections

  • Roth IRA Account Overview / Transaction History (43 selected)
  • Roth IRA Account Overview (3 selected)
  • Home (2 selected)
9.4 percent of users selected the correct solution
90.6 percent of users selected the incorrect solution
A summary of responses
Status Number Percentage
Correct 5 9.4%
Incorrect 48 90.6%
A table of response times
Icon Title Time in minutes:seconds
Average Time 00:31
Fastest Time 00:05
Slowest Time 02:34
Median 00:23

Task 5

It’s time to file your taxes! Where would you go to view your 1099-R? Please explain your thoughts while navigating the menu.

Solutions

  • Roth IRA Account Overview / Statements, Tax, and Confirmations (43 selected)

Incorrect Selections

  • Help Center / Forms and Documents (3 selected)
  • Roth IRA Account Overview (2 selected)
  • Profile and Settings (2 selected)
  • Home (1 selected)
  • Roth IRA Account Overview / Roth IRA Account Overview (1 selected)
79.6 percent of users selected the correct solution
16.7 percent of users selected the incorrect solution
3.7 percent of users selected finding a solution
A summary of responses
Status Number Percentage
Correct 43 79.6%
Incorrect 9 16.7%
Skipped 2 3.7%
A table of response times
Icon Title Time in minutes:seconds
Average Time 00:44
Fastest Time 00:02
Slowest Time 03:49
Median 00:30