Signed in as:
filler@godaddy.com
Signed in as:
filler@godaddy.com
Tainotek experienced a spike in demand of services; as a result they were interested in creating a frustration-free online lead submission process. Through remote moderated usability testing, I identified navigation and functionality pain points, determined context of use, and revealed users' mental models.
Gain a better understanding of company goals and vision for the current lead submission process through stakeholder interview.
Gather requirements to help improve both quality and quantity of submitted leads by decreasing navigational confusion, redundancies, and ineffective labels on the organization's website.
Determine if the new design will benefit users by making the lead submission process clearer, thereby increasing conversion of 'good' leads.
As part of the discovery phase, I interviewed stakeholders about the lead submission process to gain a better understanding of current concerns and company goals. Discussions also involved participant and deliverable requirements (a list of design recommendations ranked by level of importance)
I conducted screener phone calls based off specific requirements intended to match the company's target demographics. Qualified participants were then selected to complete a 30-minute recorded remote usability test via Webex using a think-out-loud protocol and prepared interview questions.
20% increase of 'good' lead submissions on company website following implementation of recommended changes.
Tainotek reported increase of positive user reviews and 4 to 5 star ratings on their website.
Reported high satisfaction with deliverables stating the "research and analysis was excellent!". The project's success earned me a new client for future projects.