We recently completed Phase Two of user testing for the new AskTrip, and we’re very grateful to the testers who gave us their time and candid feedback. Here is an honest account of what they found – what is working well, what still needs improvement, and what we are taking into Phase Three.

What worked well

The clearest message from testers was that the new design feels like a real improvement. Several people independently commented that the layout is cleaner, easier to read, and more user-friendly than the previous version.

The new Standard and Detailed answer formats drew consistent praise. Testers felt that the detailed answer was genuinely more expansive without becoming unwieldy, and that the ability to choose between the two formats was valuable. The evidence evaluation panel on the right-hand side was also welcomed, with some testers finding it a helpful at-a-glance summary of the state of the evidence, although feedback on this feature was more mixed, as discussed below.

Several testers also felt that answer quality had improved compared with the current live version. Responses were described as more comprehensive, more cautious where appropriate, and better at surfacing practical steps alongside evidence summaries. The density of citations within answers was another positive theme, giving users more confidence and making it easier to inspect the underlying sources.

Constructive feedback

Testers also raised a number of important points that will inform Phase Three development.

While the visual process display was appreciated, several testers wanted a clearer sense of progress through the answering process – not just that the system is working, but how far through the process it is.

A number of comments focused on the answer evaluation area: the visibility of evidence quality indicators, the clarity of some of the terminology, and some overlap between the evaluation panel and the main answer. We have already revised this part of the system in response, and the updated version will be included in Phase Three testing (for direction of travel on this, read From GRADE to AskTrip: evaluating evidence and evaluating answers).

Testers also asked for a PDF download option for answers, which would make it easier to save and share results.

Another strong theme was the desire to continue the conversation with the system – asking follow-up questions, refining an answer, or exploring a point in more detail. This is something we are actively developing and expect to be an important part of Phase Three testing.

Looking ahead

Phase Three testing is planned to start next week, and we will be taking this feedback directly into that process. Our current aim is to release the new version of AskTrip in early May.

Thank you again to everyone who tested the system and took the time to share thoughtful, specific feedback. That kind of input is what helps turn a promising tool into one that is genuinely useful in practice.