Case study: The Children's Mutual
Usability testing highlighted user confusion with online forms
Client Quote
“Experience Solutions provided a rapid, clear and cost-effective service which enabled The Children's Mutual to focus development efforts on areas on our website which were not providing an optimised user experience.”
Nathan King, eCommerce Manager, The Children's Mutual
Project Summary
Having just launched a new website, the E-Commerce Manager at The Children’s Mutual wanted to ensure the new site did not pose any usability issues to their customers.
With no specific areas of the site to focus on, and with a limited budget, Experience Solutions needed to confirm where to focus the usability research. To do this, an un-moderated usability survey took place in which 15 users undertook specific usability tasks in their own time, which we monitored using an online usability testing tool.
Nathan King, E-Commerce Manager at The Children’s Mutual commented, “The remote survey was invaluable in the early identification of areas for concern on the site, and where the in-depth usability testing should focus.”
The findings from the usability survey provided insight which we used to design our test plan for an eight person usability test. This research was concluded with a report of prioritised recommendations and we held a workshop with The Children’s Mutual’s web agency to help them plan a strategy to improve the site.
The fact that this testing was undertaken at low cost but still collated the information from a good number of users exemplified the in-depth quantitative and qualitative approach to the testing that Experience Solutions undertake.
Project details
Services applied: Usability Testing
Client website: www.thechildrensmutual.co.uk
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