Requirements case study Requirements case study 2 Usability testing case study Design case study Process Integration case study

Identified project goals

Amberlight worked with the client to identify business and research objectives:

• Reduce support calls.
• Increase task completion for common queries.
• Increase awareness of the service.
• Optimise navigation and usability throughout the site.
• Ensure that the language used would be easily understood by the target audience.

One-to-one user tests

An appropriate user sample was agreed with internal stakeholders. They were asked to complete a set of tasks that were decided on based on the following:

1. Most frequent support calls to customer services.
2. Internal stakeholder priorities.
3. Actual, recent user difficulties (nominated during tests).

Users were also asked to complete a set task on two competitor sites in order to identify existing best-practice solutions for navigation and presentation of Help content.

Users' verbal and behavioural responses were recorded, and task performance was subsequently scored according to established industry metrics (ISO 9241/11).

The requirements that users had for the format and depth of Help information were examined. This resulted in recommendations for more visual Help guides, and for integrating these with existing, text-based content.

Results of the research

The results and recommendations in the final report and detailed findings log were used to optimise the existing Help site, and to feed user requirements and best-practice into the early stages of development for the next version of the site. Picture-in-picture clips were used to illustrate points.

Recommendations relating to desired content types and format, language and labelling, navigation and organisation of content have been pulled through into the development of the new site. Other recommendations have been used to form guidelines on consistency and icon design, which are now in use by the internal design team.

---