UX Research Case Study: Testing Increased Product Usability by 75%
Overview
This research aimed to tackle usability challenges and deliver measurable improvements in navigation and trust for a large-scale public-facing website. The study revealed actionable insights that significantly enhanced user engagement and reduced friction across key touchpoints. Due to confidentiality agreements, specific details about the company cannot be disclosed.
Tools & Resources
Tools & Resources: Miro, ChatGPT, UserTesting.com & PowerPoint
Goals
The primary objective was to enhance usability and trust, addressing pain points that hindered retention and engagement. This aligned with broader business priorities like improving satisfaction and loyalty.
Challenges
Key challenges included unclear navigation and outdated design, leading to user frustration and reduced trust. These barriers required usability testing and targeted design updates.
Research Findings
Baseline benchmarking findings revealed:
Participants found navigation menus unintuitive which caused significant user frustration.
The original visual design negatively impacted user sentiments of trust, with users citing it as outdated.
Mobile responsiveness was highlighted as a significant area of concern.
Outcomes
UX research recommendations led to:
SUPR-Q score: +75% from 12.5% to 87.5%, reflecting increased user trust.
PSSUQ score: +33% from 51% to 84%, indicating improved usability satisfaction.
Positive qualitative feedback from participants supported the quantitative metrics.
Standardized User Percentile Rank Questionnaire (SUPR-Q) evaluates:
Your product usability,
Its’ credibility/trustworthiness,
The product’s appearance and,
Users’ sense of loyalty.
The Post-Study System Usability Questionnaire (PSSUQ) evaluates how users perceive your product in terms of:
Its’ usefulness to them,
The quality of the information presented,
The quality of your product’s interface.
SUPR-Q result of this study:
PSSUQ result of this study:
Understand
Stakeholders identified usability and trust issues as core challenges. Research focused on mobile-first designs and first-time user experiences to address these concerns comprehensively.
Stakeholder Needs
Stakeholders prioritized improving trust, satisfaction, and retention. These metrics aligned with broader goals of user loyalty and engagement.
User Demographics
The study engaged 20 participants, focusing on tech-savvy millennials and mid-career professionals. This ensured insights were relevant to the primary user base.
Research Approach
Unmoderated usability testing was conducted with 20 participants using UserTesting.com. A mixed-methods approach combined quantitative scoring with qualitative observations, delivering comprehensive insights.
Analysis
Analysis in Miro revealed recurring pain points in navigation and trust perceptions. Patterns in user behavior highlighted a strong need for a mobile-first redesign.
Recommendations
Recommendations for stakeholders were to simplify navigation to improve usability, modernize visual design to enhance trust, and optimize mobile responsiveness to align with user needs. These changes addressed the identified pain points, fostering a more satisfying user experience and supporting goals like user retention, satisfaction, and engagement.