CommSec

CommSec

2021

I improve the user-friendliness of current products, and tested new concepts for several projects for CommBank.

The process contained these steps:
1. Kick-off
2. Discussion guide
3. Usability testing
4. Reporting


1. Kick-off

CommSec regularly tests new concepts, and pages under consideration of improvement. During the kick-off I’ll get to understand the prototype (both mobile and web) they want to test, the flow, and the tasks they want me to include in the testing.


2. Discussion guide

The key to successful insights are unbiased questioning. The client provides me with a set of questions they want the participant to answer along with a clickable prototype. I change the order and edit the questions to gain the most unbiased answer as possible along with times for tasks, an introduction and final questionnaire.


3. Usability testing

Participants are recruited by our team that fit the specifics of the client. I set up
testing times and the tech (if remotely) to run the tests with participants.

Before testing with participants, I test if everything is working accordingly (both the technology and the discussion guide) through a dry run with a colleague.

The tests usually take about 45 minutes.


4. Reporting

After testing, the results are created in a report. Insights and recommendations are written per screen. I also provide key insights from the overall testing and general recommendations.

When I write the recommendations, I provide clients besides written explanation, also a visual recommendation of for example visual cues that can work better for the user, or an improvement in information hierarchy by making the fonts sizes correctly according to how the user to screens the page.

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South Australia

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