WorldDoc 24/7 Website Redesign Shawn Lein Senior UX Designer

WorldDoc 24/7 Website Redesign

Shawn LeinSenior UX Designer

Copyright © 2009 WorldDoc All Rights Reserved 2

Summary

• Goals for Website Redesign• Information Architecture & Usability

Testing• Getting a Version A and Version B• User Survey Results• “Version A prime”• Getting a Version C• Testing A-prime vs. Version C• Revisions, Usability testing, more

revisions, more Usability testing, and so on…


Overarching Goals

• More contemporary and engaging• More friendly/fuzzy yet credible• Easy to use• Stickiness• Customization/branding by

client/group• Personalization to user• Review Information Architecture


Information Architecture

• Information ≠ Power. Knowledge = Power

• Created Website Map• Rethink structure – organization,

duplication, confusing navigation• Analyze Usage• Prioritize Features


Usability Testing

• Created list of 10 scenarios• Asked users to perform scenarios

and think aloud• Videotaped sessions• Modified Wireframe • Re-ran test with 21 users

• Created basic wireframe prototype• 28 person focus group


Getting a Version A

• Began skinning the wireframe


Getting a Version A

• Realized we needed some outside help.


Getting a Version A• PROS: • Good Look and Feel• Interactive• More intuitive

• CONS:• Still cluttered• Did not accomplish

usability requirements• Did not satisfy

business requirements


Getting a Version A

• Combined previous two comps into one


Getting a Version B

• Online Designer Contest


User Survey

• Virtual Focus Group: 548 Users – 260 responses

• Sent online survey showing A & B designs

• Asked 6 simple questions and offered free text feedback

• Most responses were not overwhelming

• Most responses echoed our feelings…


User Survey

• Which design looks more organized?• Which design looks easier to use?

40% 60%


User Survey• Which design would you trust for health

information…?• Which…for storing personal health

information…?60% 40%


User Survey

• Overall, which site design do you prefer?

56% 44%


Version “A prime”


Getting a Version C

• Again we ask for outside help


User Survey #2

• Virtual Focus Group: 548 Users – 260 responses

• Sent same online survey showing A-prime & Version C designs

• Asked 6 simple questions and offered free text feedback

• All responses were close to 70% in favor of Version C


Revisions to Version C

• Solidified navigation schema• Changed overall

width and widths of navigation and content columns

• Added WorldDoc-specific tools and features


Heatmap of Version C

• 5 separate passes over Healthy-Do List

• Path starts and ends on Healthy-Do List

• Passes over login and feature boxes

• Hotspots on all featuretitles, buttons, & major text

• Jerky and scattered flow


Usability Testing

• Created clickable prototype of design• 6 person internal group • Created list of 7 scenarios for click-

testing and 8 feedback questions

• Asked users to perform scenarios and think aloud

• Recorded screens and audio from sessions

• Modified Design/Prototype • Re-running test with 5 more internal

people


Revisions based on Testing

• Navigation, branding and some elements moved for better flow and space usage

• Some navigation rearranged or renamed

• Sub nav changed from horizontal to vertical

• Healthy-Do reworded and items changed

• Colors in feature boxes changed to make items stand out from each other

• Page tools redesigned, added Settings and Help icons and dropdowns


External Usability Testing, round 1

• Updated clickable prototype of design• Used same tasks and questions as previous

usability tests• 4 additional open-ended questions for feedback• 10 person external group with no previous

WorldDoc experience – 4 Men & 6 Women– Ages 30-55 – Living in United States– Yearly Household Income of $40K - $100K– Expertise with computers & the web: Intermediate


Findings of External Usability Testing, round 1

• Design tested very well, no big surprises or negative reactions

• 7 Goal-oriented click tests:– 5 tests performed with 10 users passing– 2 test performed with 8 users passing

• Feedback questions resulting in mostly positive responses– Reflected our design goals–Most suggestions regarded wording of

navigation, titles


Revisions based on External Testing, round 1

• Some Navigation names changed to be more specific

• Some linked changed to be more action-oriented

• Symptom Evaluator feature box changed to include “See a doctor?” language

• Added more people of color in photos

• Added pages to address data security in plain English


External Usability Testing, round 2

• Updated clickable prototype of design• Used same tasks and questions as previous

usability tests• 4 additional open-ended questions for feedback• 10 person external group with no previous

WorldDoc experience:– 10 Women (by chance)

– Ages 30-55 – Living in United States– Yearly Household Income of $40K - $100K– Expertise with computers & the web:

8 Beginner, 2 Intermediate


Findings of External Usability Testing, round 2

• Design, again, tested very well. Some Beginner users had difficulty with the test (not the design)

• 7 Goal-oriented click tests:– 2 tests performed with 10 users passing – 3 tests performed with 8 users passing– 1 test performed with 7 users passing– 1 test performed with 6 users passing

• Feedback questions resulting in mostly positive responses


Revisions based on External Testing, round 1

• Added language to manage time expectations in Healthy-Do list

• Added pages to address privacy concerns and portability (to data security page) in plain English

• Yes! There were THAT few changes to make!


Final Design


Sample interior pageHRA Results Page


Heatmap of Final Design

• Multiple over Healthy-Do List• More attention on Healthy-Do List

title & text• Passes over welcome

and feature boxes• Major hotspots on all

feature images orbuttons

• Hotspots on left nav


Next Steps

• Production of homepage and framework templates in OutSystems

• Creation of an admin tool to control:– Branding, look & feel– Features, menu items– Homepage content

• Production! Porting over current tools/features into new framework

Documents

WorldDoc 24/7 Website Redesign Shawn Lein Senior UX Designer