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FedEx.com Usability Federal Express Web Application Usability (2002) |
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Time: 5 weeks (prepare, test, analyse, report) Techniques: screening, facilitation, questionnaires, qualitative analysis, design recommendations Tools: usability lab with one way mirror, audio/video recording equipment, working simulation Team: 2 facilitators (my role), note taker, technician, project manager, 2 clients |
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| Brand Experience Lab at Quarry in Waterloo, Ontario, Canada. Copyright (c) 2004 Quarry Integrated Communications Inc. | |
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Design Objective: Determine how effectively customers will use a new feature on the fedex.com website. Design Solution: Run a usability test on the new feature with Canadian and US customers to test for usability and provide feedback to designers, software developers, and marketing. Result: Usability testing allowed FedEx to identify issues and changes necessary before a product launch. The analysis of the results from all participants identified common stumbling blocks and critical issues followed by recommendations for addressing them. |
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