Usability Report for Ciklum (2012) Internship

USER TEST REPORT WITH FIVE TEST USERS

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MARCH 05, 2012

MOST IMPORTANT FINDINGS Navigation was not optimal • Users found it hard to navigate the site. Some users mentioned how frustrating it was to find specific information.

• The showcase banner, text and images, offered little information about what the company offers.

• Several users found the pages excessive in length. Could not read the pages quickly.

• Several users were confused when navigating the Services and Expertise pages. The naming convention on most pages are different, yet offer the same content.

• Top main navigation menu takes the user to sections on a page whereas the bottom ‘site map’ menu takes the user to the exact page. Users found that this disrupts the flow of the site.

• Users are directed to a different Contact ‘section’ depending on which page they selected the Contact link from. (When selecting the Contact link from the About page users were directed to the Contact ‘Request a call’ page section.)

• Some users could not find the physical addresses for the offices.

Content and page design was not optimal • Long CAPITALIZED HEADINGS, feels like you are being shouting at as a reader.

• Some users felt that the content on most pages is irrelevant and verbose. Difficulty in finding concise information.

• Banner graphics do not match what the company does. Users were surprise to notice spelling errors. Some questioned the site’s credibility.

• The page layout was inconsistent. Users found it annoying that repeated information and social media icons are located differently on each page.

• Information about the city of Kiev does not tell users what kind of services are offered in Kiev.

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• Users noticed the lack of a price list.

MOST IMPORTANT RECOMMENDATIONS Navigation •

Add drop down links to the top navigational menu. This will eliminate users scrolling down to the bottom of the page to access specific pages.

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Review and identify differences between Services and Expertise.

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Test all links, especially the ‘Contacts’ page.

Design and content •

Make it more obvious for the user who you are and what you offer. Display strong points explaining exactly what you do. Especially on the home page, as well as through out the website.

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Explain the concept of the website on the front page and provide concise information in fewer words. Do not use ALL CAPS IN HEADINGS. Bold text can offer the same effect.

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Create pages with less clutter, yet interesting content, to keep the user on the page.

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List all important information first. (Use the inverted pyramid structure for newswriting.)

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Review the banners. Relevant IT related banner graphics can help the user understand the page that they are browsing. Remove white text boxes on banner. Users found them more distracting than informative.

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Emphasize your testimonials and display your client stories up front. This will give the user a chance to identify with others you have helped.

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Add physical address to each location displayed.

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Consider testing this website again after fixing these most serious usability issues as the time for this user testing did not allow for all detailed findings to be analyzed and presented here.

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Update the website and then test again

FRONT PAGE PERCEPTION Users mentioned that the use of drop down menus will allow them the opportunity to view the site more effectively.

When some users saw this image a few began describing the site, not as an IT outsourcing site but as an architecture or engineering website.

Only a few read the titled informational text box.

Select images that reflect the essence of what you offer.

Add a drop down menu. It’s a helpful feature with busy layouts. It will also give the user options and full access to the site’s content.

A few users found that it was ‘a pity’ that one has to scroll down in order to view the Featured section. The users mention how this section would give an idea of what is going on in the company.

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If there is anything important to share, consider placing it before the fold.

MAIN PAGE BELOW THE FOLD - PERCEPTION Users that browsed this section were please to read the different entries.

One user thought if the News were more prominent, she would get a better impression of the company. Another user commented on the inactive blog page.

View each page before launching to make certain that everything is ready for potential clients.

The users that clicked on this section found it confusing because the three icons referred to items located on the main menu; namely, Dev Location, Expertise and Services pages.

Avoid naming the same pages with different titles. The use of these icons lead users to believe that they were visiting pages with different content.

Users are not expected to decode the meaning of icons.

Top and bottom menu needs to be consistent.

When navigating the site. The bottom menu is more effective than the top.

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Users noticed that when they clicked on the top menu that it was less informative than the bottom site map.

ABOUT PAGE PERCEPTION

Users noted that the side bars offers the same content that is seen on other pages and were annoyed by it. They felt that the side bars disrupted their experience. They wanted to see something new and not recycled content.

Consider optimizing the side bar content so that the user doesn’t feel put off.

Find images that can best describe the page/ content and refrain from placing text over images.

Some users understood the purpose of this website. One user thinks that, ‘there is too much information on the website and it’s hard to get through it.’

Consider describing the company in fewer words.

Present a clear message of who you are and what you can offer.

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A user mentions, ‘ all of the info that are on the left hand are now on the right hand. I find that a buit unusual.’

Some users found the centered text boxes overlapping images, distracting and commented more on the structure, never mentioning reading the information within.

SERVICES PAGE PERCEPTION

Some users were confused in this section.

One users says that ‘Nothing stands out.’

By providing some examples users will feel less confused about the process and will have gained more knowledge about your different services.

Avoid using all CAPILIZAITION within headings. Bold headlines can offer the same effect.

Users felt that this section contains too much information. A user said that, ’nothing graphically or with text tells her anything about the company.’

This section should ’shout out’ in plain text what each category is about. Implement the ’reverse pyramid method, by listing the most important information first.

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One user says, ‘ I don’t like that the header on the services page is so large and that it’s capitalized. It’s harder to read.’

Some users were annoyed by the use of ALL CAPITALIZATION WITH HEADINGS. One user commented, ’Why are they shouting at me’ ?

EXPERTISE PAGE PERCEPTION

Some users found this table confusing.

A user browsing this page says that, ‘I don’t know if the topics categorized in the Expertise section are examples of websites.’

The user mentions that Expertise and Services should be clearer.

One user clicked on the software development link and receives a message that ‘your search criteria selection found no results’.

One user states that, ‘Gets a bit confused with the List All, By Country, By Technology and By Vertical Market’.

By describing the reasons and how to use this table could give users confidence to explore the different categories separately.

Consider checking each link to make sure that it has value content.

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The user says, ‘Oh that means that no services are available at this time.’

DEV LOCATION PAGE PERCEPTION A few users noticed the different spelling of Kiev and conducted a search, with no results for Kiev, in order to locate an address.

Some users stated that the information about the different locations provided little in terms of what each location offers.

Some users had problems locating a physical address.

Perform search tests on all possible word combinations. Some users prefer to use the search function when navigating large content sites.

A user clicked on Kiev from Dev location and doesn’t find anything where the ‘Contact Us’ should be. And says, ‘I don’t know, I’m confused now.’

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Provide complete and detailed information about each location and what they can offer.

CONTACT / REQUEST A CALL PAGE PERCEPTION

’ It’s not immediatly obvious on how I would get a call back.

The user mentions how ’the details looks like it belong to the management sales and marketing rather than request a call.’ (*The UK page contains images of the Mangement sales and Marketing contact persons.)

When there is more than one method for contacting make sure that each page is specific.

The user says, I can only find the option to Request a call and would prefer to send an email.’

Says, ’It feels like i’m ringing up a call center, it doesn’t feel like there is a pesonal touch to this.’

When there is more than one method for contacting make sure that each page is specific.

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Users were confused in how to use the Request a call page.

A few users discussed when they selected the Contacts link the first thing that caught their attention was the information on how to Request a Call.

CONTACT / REQUEST A CALL PAGE PERCEPTION

Some users found the map useful as it was the only way to find a physical address for each office. ’You would think that the dev location would tell you where the locations are.’

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Carefully consider having the physical addreses clearly visible. It will give a user confidence that the organization is a real one.

When displaying references, the credibility of the website decreases with spelling errors or when using a mixture of both foreign and English spelling.

Always conduct a spell check before launching a website.

If the website language is English make sure that foreign listings are also in English.

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DEV LOCATION PAGE PERCEPTION

USER TESTING About the user tests • About user testing • Test scenario and tasks • Test user characteristics Results from the user tests

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• Detailed findings are placed on examples pages – can be applied to several pages on the website.

• These findings are just the tip of the iceberg for this website.

ABOUT USER TESTING What is a user test?

• A user test from http://usabilityforce.nu consists of a 20-25 minutes video recording with a test user completing tasks on a website. We record the user’s screen and audio enabling us to follow what the user says and does. The test user ”thinks aloud” while navigating the webpage and completing the tasks – letting us know what he or she experiences. This kind of user testing is called as thinkaloud testing • This report is based on five such videos. Login to see your videos.

What are the advantaged of think-aloud testing?

• You get the opportunity to experience your key target groups at first hand and learn how they use your website.

• The user testers are using their own computers at home so the test will come very close to real life usage.

• User testing gives you a fresh perspective on your website. Errors and inconveniences are uncovered and you receive inspiration for improving and optimizing your website.

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• User testing does not just increase the usability for your users it will increase your turnaround.

USER TESTING METHODOLOGY Test scenario • Imagine that you work in a company that needs a new bigger and better company website. You are responsible for finding an IT partner and you have to focus on low costs but also quality. Thus you are considering outsourcing to an eastern European IT company. After a couple of Google Searches you end up on the website of Ciklum?

Test exercise 1. Use the first two minutes on describing what is your first impression of the website. What draws your attention and why?

2. Now use five minutes on exploring the website based on your needs in the scenario. Think aloud and explain what effects you in a good and in a bad way for each page you visit.

3. Find out why Ciklum would be a good partner for building a new website. What do they say or what is your impression that they are better at than other companies.

4. Find the address to the development office in Kiev? And do they have an office in Pakistan?

5. Find out on the website how you can get in touch with Ciklum. Also think aloud how you would prefer to contact or be contacted as doing so.

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6. After exploring the website who do you think is the target group of this website and what is the most important purpose of the website? Explain in depth (use 2mins)

TEST USERS Characteristics • Luke M. Cook • 23yo, Male, UK • Advanced web user • Daily web usage: 5-7 hours • Operating System: Mac OS X • Browser: Firefox Version 10.0.2

• Sensible Shelley • 38yo, Female, UK • Advanced web user • Daily web usage: 3-5 hours • Operating System: Windows 7 • Browser: Internet Explorer Version 9.0

• Ang Hamilton • 42yo, Female, UK • Advanced web user • Daily web usage: 3-5 hours • Operating System: Windows Vista • Browser: Internet Explorer Version 8.0

• Gillian • 38yo, Female, UK • Advanced web user • Daily web usage:More than 7 hours • Operating System: Windows 7 • Browser: Internet Explorer version 9.0

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• Dragon Fly (user name) • 49yo, Female, UK • Advanced web user • Daily web usage: 1-3 hours • Operating System: Mac OS X • Browser: Safari Version 534.53.10

CONTACT

USABILITYFORCE Nytorv 17 1450 København K http://usabilityforce.com

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Thore Fogh +45 77 34 86 85 thore@brugertest.nu