Usability Evaluation of client portal of B2B Technology Company
Skills:Featured, Research, User Experience
Aim: To evaluate the usability, usefulness, and acceptability of the system.
Duration: 4 months (Winter 2010 | Michigan, US)
Collaborators: Beth Ziobro, Kristen Kogachi
Methods Used: Persona Creation, Scenario Analysis, Heuristic Evaluation, Contextual Inquiry, Survey Design, Data Analysis and Optimization, Usability Testing, Personal Interviews, Comparative Analysis, Interaction Flow Diagrams.
Epitome: The company helps its clients measure and improve online customer satisfaction. Clients access this analysis and the quantitative and qualitative survey data through this portal. As the primary data communication source, this portal must be easily navigable and present relevant information to clients in an effective, usable manner. Our task was to analyze the various aspects of this system using different evaluation methods.
Project Brief: The threefold aim of this project was
- Evaluate the usability, usefulness, and acceptability of interactive software systems
- Select among diverse evaluation methods for specific goals and types of systems
- Write reports and give presentations that effectively communicate results of evaluations and argue for the validity and relevance of methods chosen
Design and Methodology: We evaluated the functionality and usability of an interactive online system using a variety of methods:
- Mapping the interaction flow (a diagram of the system’s reaction to user input)
- Embodying a set of target users and what they would want to do with the system
- Comparison of the features and usability of your system with the competition
- Surveying users for their opinions and experiences
- Using checklists and “heuristics” to evaluate the system from several points of view
- Doing user testing of typical tasks on the system
- Analyzing long-term use of the system
- Applying cognitive models to predict user performance
- Incorporating new and emerging evaluation methods
Note: As a part of Non Disclosure Agreement signed with the company, images of the product can’t be uploaded and no details about the UI can also be disclosed.
Results: Client Confidential
Deliverables: The whole project was divided into 8 phases, each phase for one usability method. At the end of each phase we delivered 2 reports, one for academic purpose and another one to the client. After each phase, we gave a presentation that summarizes the key findings and provide justification for the same.