Annual Certification
Purpose: a web application that supports an annual regulatory process where all 15,000+ employees are required to disclose certain information.
Techniques Utilized
- Heuristic review
- User interface design
- Usability testing
Goals
- 100% successful completion of process
- 100% accuracy in disclosures
- 100% ability for manager’s to approve/deny requests
High-Level Findings
Interface needed to be redesigned prior to testing with users.
Round 1 (Usability Testing)
New user interfaces were developed following best practices and then usability tested.
Results showed that 98% were able to successfully complete the process using the new interface, but they only had 68% accuracy in disclosures. Additionally, managers had a 58% success rate giving approvals.
Round 2 (Usability Testing)
Interfaces were revised using a wizard-like interface to solicit the correct disclosures and then usability tested.
Results showed that 96% were able to successfully complete the process using the new interface, but they only had 85% accuracy in disclosures. Additionally, managers had a 100% success rate giving approvals.
Outcome
Management opted to implement the round 1 interface and use training methods to address the disclosure inaccuracies. They used the usability test results to specify what areas to focus on in training.
Quote
"I wanted to formally thank you for the impressive job you did managing and executing usability testing of the new Annual Certifications application. All of your hard work, coordination efforts, and excellent design recommendations were greatly appreciated. Our team was fortunate to have you temporarily join our ranks!"
|
