parkPoolRcover

CLIENT: 

ParkPoolr

´╗┐CLIENT: 

ParkPoolr

CLIENT: 

ParkPoolr

CLIENT: 

ParkPoolr

CLIENT: ParkPoolr

METHODS:

Usability Evaluation, Remote Testing, In-Lab Testing, Prototyping, Content Strategy

METHODS:

User Evaluation, Remote Testing, In-Lab Testing, Prototyping, Content Strategy

METHODS:

Usability Evaluation, Remote Testing. In-Lab Testing, Prototyping Content Strategy

METHODS:

Usability Evaluation, Remote Testing. In-Lab Testing, Prototyping, Content Strategy

METHODS: Usability Evaluation, Remote Testing. In-Lab Testing, Prototyping, Content Strategy

TOOLS:

Whereby, Otter.ai, Trello, Balsamiq, Axure 

TOOLS:

Whereby, Otter.ai, Trello, Balsemiq, Axure 

TOOLS:

Whereby, Otter.ai, Trello, Balsamiq, Axure 

TOOLS:

Whereby, Otter.ai, Trello, Balsamiq, Axure

TOOLS: Whereby, Otter.ai, Trello, Balsamiq,  Axure

SUMMARY:

ParkPoolr is a service that connects event-goers looking for parking to homeowners and businesses with available parking near event venues. In preparation for iOS app development, they asked my team and me to evaluate the effectiveness of their current website in facilitating users' ability to accomplish key tasks such as booking and listing parking spots. Our goals were promoting system learnability and increasing user retention.

After user research revealed that ParkPoolr had a problem with visitors understanding its services and how to use them, I compiled our results into a findings report, then wireframed and prototyped potential solutions focused on improving visual hierarchy, reworking navigation, and making better use of CTAs.

SUMMARY:

ParkPoolr is a service that connects event-goers looking for parking to homeowners and businesses with available parking near event venues. In preparation for iOS app development, they asked my team and me to evaluate the effectiveness of their current website in facilitating users' ability to accomplish key tasks such as booking and listing parking spots. Our goals were promoting system learnability and increasing user retention.

After user research revealed that ParkPoolr had a problem with customer understanding of its services and how to use them, I compiled our findings into a report, then wireframed and prototyped potential solutions focused on improving visual hierarchy, reworking navigation, and making better use of CTAs.

PPhompage

original parkpoolr.com

RESEARCH

RESEARCH

RESEARCH

LOOKING UNDER THE HOOD:

My team performed a usability review by applying Shneiderman's Eight Rules Of Interface Design to ParkPoolr.com.

RESEARCH APPROACH - USABILITY REVIEW:

My team performed a usability review by applying Shneiderman's Eight Rules Of Interface Design to ParkPoolr.com.

RESEARCH APPROACH - USABILITY REVIEW:

My team performed a usability review by applying Shneiderman's Eight Rules Of Interface Design to ParkPoolr.com.

RESEARCH APPROACH - USABILITY REVIEW:

My team performed a usability review by applying Shneiderman's Eight Rules Of Interface Design to ParkPoolr.com.

usabilityReview

My team conducting a usability review

IDENTIFIED LINES OF INQUIRY:

Is the homepage passing the '10 second test'?

Are users understanding the services that ParkPoolr is offering?

Are users being required to create accounts at too early of a stage?

Does the organization of navigation elements match user needs?

IDENTIFIED LINES OF INQUIRY:

Is the homepage passing the '10 second test'?

Are users understanding the services that ParkPoolr is offering?

Are users being required to create accounts at too early of a stage?

Does the organization of navigation elements match user needs?

IDENTIFIED LINES OF INQUIRY:

Is the homepage passing the '10 second test'?

Are users understanding the services that ParkPoolr is offering?

Are users being required to create accounts at too early of a stage?

Does the organization of navigation elements match user needs?

IDENTIFIED LINES OF INQUIRY:

Is the homepage passing the '10 second test'?

Are users understanding the services that ParkPoolr is offering?

Are users being required to create accounts at too early of a stage?

Does the organization of navigation elements match user needs?

IDENTIFIED LINES OF INQUIRY:

Is the homepage passing the '10 second test'?

Are users understanding the services that ParkPoolr is offering?

Are users being required to create accounts at too early of a stage?

Does the organization of navigation elements match user needs?

We then consolidated our findings into a Usability Review Report. Potential pain points identified during our evaluation were used as criteria to formulate a set of testing goals.   

TESTING GOALS:

TESTING GOALS:

TESTING GOALS:

goal

Investigate whether site hierarchy matches user expectations

goal

Get user feedback as they accomplished the key tasks of booking and listing parking spots

goal

Identify user pain points that might be adversely affecting retention rates

A USER (TESTING) MANUAL:

A guide detailing the method, materials, tools, and script for user testing was created to ensure a consistent approach for all sessions.

usabilityTestingGuideComposite

Usability testing guide

TEST DRIVE:

8 users with a history going to concerts and sporting events and experience using "shared economy" apps such as Airbnb and Vrbo were recruited for 40-minute remote testing sessions. Video, audio and screen recordings were collected as they performed the key tasks of booking and listing parking spots on ParkPoolr.com.

The sessions concluded with interviews to gain further understanding of their impressions and opinions of the site.

remoteTesting

Remote testing

labTesting2

Lab testing

We then brought an additional two subjects matching the desired criteria to Fathom Consulting for in-person user evaluations. The 20-minute sessions followed the same procedures used for remote testing, as detailed in the usability testing guide we created.

DATA SYNTHESIS:

To make sense of the large amount of data we had collected during both remote and in-lab testing we created a Trello board to consolidate, then organize the findings. Custom fields were used to keep track of which test subject each observation had come from and during which phase of testing it had occurred. Additional custom fields were used to rate user confidence, as well as ease of task completion.

trelloAffinityDiagram

Trello board

After tagging and reorganizing data into themes, commonalities about users' experience with the website emerged. Although users had a high success rate of completing key tasks involved in booking and listing parking spaces, there were a number of pain points in doing so.

COMMON USER EXPERIENCES IDENTIFIED:

After tagging and reorganizing data into themes, commonalities about users' experience with the website emerged. Although users had a high success rate of completing key tasks involved in booking and listing parking spaces, there were a number of pain points in doing so.

COMMON USER EXPERIENCES IDENTIFIED:

After tagging and reorganizing data into themes, commonalities about users' experience with the website emerged. Although users had a high success rate of completing key tasks involved in booking and listing parking spaces, there were a number of pain points in doing so.

BUMPS IN THE ROAD:

BUMPS IN THE ROAD:

lightbulb

Upon viewing the homepage 9 out of 10 users did not understand that the site also offered the ability to list parking spots

menu

The organization of header and footer navigation items did not match user needs

question

Important information about the pricing and logistics was found only in an FAQ section that was hard to find

newUser

40% of test subjects expressed frustration at having to create an account before being able to evaluate if the site was something they would use

These insights were combined to create a report that could be presented to key stakeholders at ParkPoolr. The document included both quantitative and qualitative data to support the findings. It also provided suggestions for how the issues identified could be fixed.  

FINDINGS AND RECOMMENDATIONS REPORT:

These insights were combined to create a report that could be presented to key stakeholders at ParkPoolr. The document included both quantitative and qualitative data to back up the findings. It also provided suggestions for how the issues identified could be fixed.  

DESIGN

DESIGN

DESIGN

Suggestions in the findings and recommendations report that addressed changes to the design hierarchy of website pages were transitioned into wireframe examples using Balsamiq.

Header and footer navigation elements were reordered to better match user expectations discovered during testing. In addition, changes to the homepage were made to address a problem that had been discovered during user evaluation; the need to more quickly and clearly communicate to new users that ParkPoolr offered two types of services.

newHomepageWireframe

 In order to demonstrate the prescribed recommendations, I created an interactive prototype using Axure.

 In order to demonstrate the prescribed recommendations, I created an interactive prototype using Axure.

OTHER WORK:

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