Skip logic in my survey was a successful tool to funnel users through questions relating to multiple user journeys.
A balance of quantitative data and rich qualitative insights put me in a strong position to begin writing interview scripts and delve deeper into the behaviour of the users.
Hotjar Heatmaps and screen recordings
I installedi Hotjar on the client's website, and identified that a content audit and a review of the of the prominence of key interactions on the screen was required.
Screen recordings showed that some users were confused about where the CPD logbook could be found. Responses from surveys and user interviews confirmed that logging CPD was one of the top 3 user journeys.
I conducted 10 user interviews with users across of 4 key personas.
My scripts concentrated on areas that I already knew caused frustration. Where appropriate, I shared ideas for new functionality which were well received and appeared to solve additional problems as well as align with business goals.
Audiences needed personalised content to be surfaced. The current homepage provided little interest to any audience.
The existing navigation was in need of an overhaul. Naming of sections was not in tune with what could be found within them.
I presented a new sitemap to the client who liked the approach andcame up with a solid architecture that was ready to be tested on users. Before taking it out to users, staff from the client's office verified the concept and worked through small amendments. I proposed a searchable repository with meaningful filters based on a user-centred taxonomy.
View the sitemap here
I conducted usability testing for two user journeys
1. I'm a Chartered Banker professional who needs to log actvity for CPD
2. I'm a student studying for a qualification
Three scenarios were tested.
1. Locating an article based on one of the topics in the new taxonomy
2. Logging CPD activity
3. Seeing progress on the current module as part of a qualification
I set up video conferences and users took control of the screen. I recorded their interaction with Invision prototypes. Another designer in the team took notes.
Logged in homepage view for Chartered Banker professional
Users were pleased with the surfacing of CPD activity information. The panel needed work and the fonts were not entirely legible for older users.
Logged in homepage for student
Users found the surfaced progress information much easier to find than the live version of the website.
The black panel proved difficult for a colour blind user and was replaced with a more suitable contrast between font and background in a later iteration.