SUMMARY
The present case study will be focused on a Canadian mobile company, Public Mobile. The business has received feedback from users regarding the experience accessing their accounts and would like to have an overview of the current user flow to lay the ground for the development of the new design.
— PROJECT NAME
Public Mobile
— ROLE
UX Research
— DATE
April, 2024
To investigate the situation, Y. Design will perform preliminary research that will analyze the login experience of four different users. The results of this investigation will be evaluated in consideration of seven criteria that are essential when it comes to User Experience and User Interface.
The chosen criteria for this investigation are the 10 Usability Heuristic for User Interface Design of Jakob Nielsen, specifically the ones related to Visibility of System Status, User Control and Freedom, Consistency and Standards, Aesthetic and Minimalist Design, and Error Prevention. Additionally, a seventh criterion was chosen from the Information Architecture, Disclosure Principle and Navigation Principle.
After the analysis, some of the most relevant findings and recommendations for these problems will be provided. This will provide a starting point for the feedback required to proceed with the interface update.
PLAN
— Define Scope
— Establish Methodology and Goals
— Recruit Users
GOALS
— Evaluate the ease of use and efficiency of the current user flow
— Discover usability issues and user pain points
FINDINGS
During this research, several noteworthy issues were identified:
There was a particular functionality issue that seemed to affect only some users. Among the four users, two reported encountering a problem where the system rejected their password during the sign-in process, requiring them to reset it before accessing their accounts.
It is worth noting that one of the two users that run into this issue experienced it again after signing out.
Additionally, the users reported expressed frustration with the lack of iconography and the main menu structure.
CONCLUSION
The primary issues identified are related to Consistency and Standards. It is frequent to find elements displayed in unconventional and inconsistent ways across the website, making it less intuitive and more challenging for the users to navigate.
Although these inconsistencies may not deemed highly severe and can typically be navigated around, it is very important to keep them into consideration during a redesign to enhance the overall user experience.