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Design Objective - FedEx Usabilty

Determine how effectively customers will use a new feature on the fedex.com website.

Understand/Observe - FedEx Usabilty

• Met with interaction designers, facilitators, client service team and client representatives to understand the design and business objectives

• Reviewed the feature's design with the interaction designer to understand the core design usage and alternate scenarios

Evaluate/Refine - FedEx Usabilty

• Worked with interaction designers and client marketing managers to create detailed usage tasks and interview questions to extensively evaluate the new feature

• Worked with the client to create demographic profiles to send to third party participant recruiters

• Conducted screening interviews to select participants

• Asked participants introductory background questions to establish rapport and set context.

• Facilitated participants through accomplishing specific tasks and prompted them to explain their decisions and expectations

• Conducted debriefing interviews with participants and debriefing sessions with clients

Implement - FedEx Usabilty

• Identified key design issues in the new feature and wrote a detailed usability report with quantitative and qualitative results

• Made recommendations on design changes to address issues identified

Alex Tam - WORK

Design Highlights • Interaction Design • Product Design

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FedEx Usability Test
fedex.com (2002)

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.

Time: 5 weeks (prepare, test, analyze, report)
Tools: usability lab with one-way mirror and observation room, audio video recording equipment, and working prototype simulation
Team: (2 facilitators), 1 scribe, 1 technician, 1 project manager, 2 clients

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