Resellers’ Website Usability Interviews and Walkthrough

 

A gas can retailer wanted to explore and understand how resellers were using an internal and transactional website: what were the most used features, if resellers were actually using key tools available, and overall usability for a well-informed redesign. Contextual inquiries at participants’ workplaces were conducted in which they were asked to walk us through different tasks.

 
 

I worked as Project Manager and primary UX researcher, leading a team conformed by 2 junior UX researchers.
I designed and planned the study, helped in moderating the interviews and in writing a full report with actionable recommendations.

 
Usability+Test
 

OutcomeS

The client was able to identify ways to improve usability issues reported by the participants and to detect bugs of the system that had not been previously identified.

 
 
 
 

Users

  • Workers or owners of small and big scale gas cans reseller companies.

  • Sometimes, different tasks were performed by people in different roles inside the companies, and whenever possible we talked to all of them.

 
 

Methodology

  • After conducting a strategy workshop with stakeholders and a heuristic analysis, contextual inquiries mixed with usability walkthroughs were conducted with 9 participants.

  • Participants also shared their own artifacts employed to perform tasks on the website, which provided insights about users needs and painpoints.

 
 

Deliverables

  • A full report contained the results of the heuristic analysis and contrasted frecuency of use and importance of tasks and tools available on the website based on findings from the contextual inquiries.

  • It included verbatim from the interviews, actionable recommendations and a suggested new information architecture.

  • I presented the report to the client, conformed by stakeholders from different departments.