Content Inventory and Information Architecture
Two retirement platforms that needed to be combined into one product:
- Performed content inventories for the two sites.
- Met with stakeholders to understand the status for all the features as part of the content audit.
- Mapped similar features for future planning.
- Conducted tree testing and card sorting exercises of the current information architecture for both sites.
A sample of the documentation of UX research that was conducted for the Group Retirement Member website.
User Testing a Customer Management System
The task was to find a booking in the search results and update the customer profile. This was conducted with users in our client care, help desk and internal support centres. We measured the task success rate, the time on task and calculated a modified System Usability Scale (SUS) score. The results were documented in Confluence.
“This is going to take a lot of effort. It’s a lot and the text is small.”
“What does the green dot mean?”
Recommendations
For the search results, use consistent language throughout experience. Use Booking Number or Reference Number, not both.
Preference Testing
The group retirement income home page needed to include the policy number as well as the plan details and member numbers.
Details that needed to be included:
- next monthly net payments needed to be highlighted
- next net pay
- auto-deposit
- gross amount
- tax withholding
- payment frequency
- current year minimum and maximum
Two layouts were created and preference testing was conducted.
Option B within the retiree experience site
