Expert Review

An expert review is an evaluation of the usability of a Web site or application. The evaluation is based on usability heuristics, as well as best practices, design principles, the latest research, and what we know about users based on our experience working with them.

In the expert review, we evaluate all areas of the site or application that impact the user experience – content, information architecture, navigation, workflow, interaction, and visual design – and identify the areas to be improved.  We generally present the findings to the client with recommendations for how to improve the Web site or application.

Usability Testing

In a usability test, users use the Web site or application to complete typical tasks. The test takes place in a controlled setting, such as a lab. A moderator, who is the room with the user, observes the user, takes notes on how well the user is able to complete the tasks, and ensures that the user is “thinking aloud.”  Others are invited to observe the usability test from outside the testing room where they can’t be seen by users. 

User Research

Card Sort

During a card sort session, participants are asked to group content or a list of tasks from your Web site in a way that makes sense to them. Participants often label these groups. The findings from this activity help us understand how your users think about and organize information, and what terminology they use and understand.

This activity is best done when creating a new site architecture or optimizing an existing site architecture.

User Interviews

A user interview is an informal, open-ended conversation with users about how they’re using a Web site or application, whether or not it’s meeting their needs, and any other opinions users have. Interviews are particularly useful when users have experience using the Web site or application, but it’s not clear what goals they’re using it to accomplish (they might even be using it differently from how it was intended),  and whether it’s easy or difficult for users to accomplish their goals. 

Contextual Inquiry

In a contextual inquiry, a researcher observes the user working in his or her natural environment. A contextual inquiry is particularly useful when the user’s social or physical environment plays a significant role in how the user works and uses (or will use) the Web site or application.   

Persona and Scenario Development

A persona is a fictional representation of a typical user. It includes a photo of the user, as well as demographic information and other details that affect how the user would use the Web site or application. It also includes a few personal details to make the user seem more realistic. Usually several personas are created to represent different user groups. Personas enable the design team to consider the Web site or application from a user’s perspective, without having a user in the room. 

A scenario is a fictional depiction of the situation the user is in. Several scenarios can be created for each persona to determine if there would be variations in how the user uses the Web site or application. For example, a user using an application for the first time will generally experience it differently than if he or she has used the Web site or application many times before.