process
Fourteen participants were recruited based on key personas. These personas were registrants, firms, prospective registrants and members of the public. These tests were conducted remotely over Microsoft Teams.
Preparing for the user tests by creating tasks and scripts for each participant
testing methodology
A/B Testing:
Twelve test cases were designed to validate key user tasks and assumptions. Two interactive website prototypes, each representing a different navigation approach, were developed. Participants, grouped by persona, were asked to complete relevant test cases using both prototype A and prototype B, ensuring each persona group evaluated both navigation options.
Usability & Sentiment Analysis:
We also explored user perceptions of the homepage tagline, the clarity of the guidelines section, and the appropriateness of the term 'Public' in the main navigation.
The two versions of the navigation that we tested with variations in the navigation items
Breakdown of each of the navigation items of the two versions
Results from the user testing captured the users who passed and failed as well as comments
Key findings from the user testing conducted
recommendations
Users found the term 'Public' misleading in the 'Complaints & Discipline' section
It was often interpreted as general public information rather than specific to complaints and discipline. The recommendation was to either retain the 'Complaints & Discipline' label or integrate ethics and discipline details under 'Registrants' for clarity.
The term "How to Apply" was preferred over "Applicants"
While all users passed the test case, action-oriented nature of "How to Apply" allowed users to locate the information in less time.
The "Search" tool was critically important
Many users initially turned to the search function, highlighting its importance for task-oriented visitors. Registrants, in particular, often visit the site with specific objectives, making search a crucial tool for efficient navigation.
Enhancing the visibility of the secondary navigation is crucial
New users struggled to find navigation options under the secondary navigation like "Registrant Directory" or "Careers".
Leverage the "Quick Links" to highlight common tasks
The depth of content available requires users to process many different options. Common tasks can be made to stand-out using the "Quick Links" section.
Action-oriented labelling is best for new registrants
Useing "How to apply" or "Become a Registrant" versus "Professional Registration" or "About" better supports a "task-oriented" audience
the process
A user who owns an existing hearing device comes to this site to check for the compatible devices
conclusion
The limited sample size meant that the findings were more qualitative than quantitative. The task completion rates varied, with some users finding the navigation intuitive while others struggled, indicating a need for further refinement.
We identified key areas where users encountered difficulties, allowing us to propose targeted improvements.
