The purpose of this study was to test possible users of the Service Management Operation website and to provide recommendations based upon the collection of both quantitative and qualitative data that would further aid in the website’s continuing development.
Role:
Lead UX Researcher
Deliverables:
Online Survey, Wireframe, Interactive Prototype
Methods:
Survey, Card Sorting Exercise, and Prototype Testing
Prototype Testing
We asked each participant to perform a set of tasks using the redesigned Resource website. The Lync video conferencing system was used to capture the participant’s process throughout the session and to capture any data missed by the moderator or the observer.
For each task, we collected data about the success rate as well as the click through count (the number of clicks each participant made to complete the task). We also gathered verbal responses about the participant’s experience using the think-aloud protocol. After the participants completed the session, a System Usability Scale (SUS) questionnaire was used that asked questions about their overall experience with the website.
Findings and Recommendations: There are some areas that would benefit from improved usability. Some key findings and recommendations include the following.
- System Tools added to the main category (1st level navigation)
- State display both map and list versions
- Additional labels to the subcategory (2nd level navigation)
Overall we found that the participants in the study were able to locate the information requested with an average of two to three clicks on the Resource redesigned website. The participants were impressed and excited about the launch of the redesigned website.