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> Research and interviewing >
> Usability testing (writing, validating, administering) >
> Evaluating and presenting test results >
> Creating personae >
> Design strategy and product design >
> Requirements, feature, and flow documentation >
> Interaction design >
> Information Architecture > IA
> Interface Design > Design
> Visual Design > Design in the Small
> Usability > Usability
> Prototyping >
> Taxonomy and terminology creation >
> Customer presentation and demos >
> Working with business and development teams >
> UX leadership and education >

You see the problem.

This page was inspired by a blog post of Erik Flowers called "UX is not UI". He also credits Dan Willis and Elisabeth Hubert.

Before

Problems:

  • Large confusing display; too much scrolling
  • Scattered operation buttons; users cannot find them
  • Slow navigation; only supports tree navigation

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After

 

Solutions:

  • Compact easily understood display
  • Consistent access to functionality
  • Quick navigation via tree or direct link

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Return to Problems and Solutions

Bringing multiple methods to bear on a problem reveals more

This page shows a redesigned customer experience from LTSave's Online Retirement Planner Web application. To get started, we built a wizard process that guided people through a series of steps. However, user testing of the application's home screen showed that customers were discouraged from continuing.

We discovered when testing an unrelated part of the Web site that a graphical presentation encouraged more customer engagement. By using the graphical presentation on the home screen, we encouraged customers to engage with the product and as a side benefit were able to present more information, encouraging repeated use. Discovering what appealed to customers let us focus on the right improvements.

Usability methods employed during the design included:

  • Cognitive walkthrough
  • Expert evaluation
  • Task-based user testing

Before

Challenge:

  • Customers need to complete complex sequence, but often stop (logout) and return.
  • Home page is not encouraging process completion - Why?

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After

Resolution:

  • User testing showed fixation on percentage and underlying numbers.
  • Redesign encouraged users to think about goal attainment.

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Before

Problems

  • 6 screens use to accomplish one function (Publish)
  • Slow user interaction, loss of context
  • No clear way to Unpublish
  • Web services hidden in HTTP server management options

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After

Solutions

  • Single screen unifying Publish/ Unpublish, View, and Test
  • Top-level presentation of Web services capabilities (SOAP, WSDL, UDDI, Security)

See full-sized redesign (new window)

Return to Problems and Solutions

Start dialog

Text afterward