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Device: Multiple

Industry: Automotive

Project Description

We conducted a series of field research to evaluate and improve the luxury valet experience for customers as well as the valet team. The field observations included the entire ecosystem of the experience starting from booking an appointment, luxury valet test drive, follow-up interviews, surveys, dealer visit and purchase experience.

Multiple iterations of the program were tested and improvements were implemented based on field observations and research results to the point that the final round resulted in nearly 100% satisfied customers and perfect NPS scores.

Key Insights

Conducting different types of research alongside the field observations revealed that customizing every aspect of the experience for all parties involved contributed to the overall success of the program; including but not limited to customers, valet team and dealerships. Exceptional success in conversions can only be achieved by innovating personalized experiences and consistently validating them until the desired outcomes are achieved.

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Device: Desktop & Mobile

Industry: e-Commerce

Project Description

During the early stages of the pandemic and when it was critical to stay informed about the spread of the virus, Lysol partnered with a credible data provider to provide the latest local updates for their consumers via a mobile app. The app includes common symptoms, local ratings and recommendations on how to prevent the spread.

We conducted an online and moderated study with a sample representation of the target audience to verify the usability of the app as well as purpose and frequency of using the app.

Key Insights

Intuitive data visualization was key to the success of the app. We learned that users are interested in graph and map representation of the data for local as well as nationwide ratings for travel planning purposes. Other positive aspects of the app were customer loyalty and improved brand impressions. User experience improvements as the result of the study ensured the successful launch of an intuitive mobile app.

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Device: Desktop & Mobile

Industry: Automotive

Project Description

The new design of the Kia’s configurator (Build & Price Tool) resulted in decreased conversion rates shortly after launch and made it necessary to conduct user research to uncover the usability issues. We conducted an in-person and moderated study in a lab setting with a sample representation of the target audience as well as competitors. Both desktop and mobile versions of the tool were tested to identify hurdles in completing key tasks while using a complex tool on those devices.

Key Insights

In addition to identifying usability issues in configuring a vehicle using the tool on desktop and mobile, we found that users prefer and are more successful in using the mobile version for complex tasks and interfaces.Furthermore, ease of use and experience ratings confirmed our findings as they were higher for mobile than desktop. This is mainly due to the fact that the mobile interface is cleaner, less complicated and promotes an easier selection of different vehicle options.

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The post Honda Homepage & Navigation User Research appeared first on OneSource Labs.

Device: Desktop

Industry: Tech & Telecom

Project Description

The entire Support portal was redesigned to improve user experience and customer satisfaction. We tested major sections of the portal with existing customers of different backgrounds, user types, company roles and product needs.

Although the new design was an improvement compared to the existing portal, many users expressed other major concerns that had not been accounted for.

Key Insights

Study results revealed that based on user’s role, different pieces of critical data needed to be displayed prominently. We proposed a dashboard-like interface that allows for sorting content by critical criteria while using the existing functionality, which resulted in high customer satisfaction rates.

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Device: Desktop

Industry: Tech & Telecom

Project Objective

Designed the entire user experience of the new WorkSearch.com website. Unique features included robust job/skill filters and skill-to-job requirement matching algorithms, which translated into prominent matching scores per job unique to each job seeker.

Job seekers and employers/recruiters were invited to participate in a qualitative and moderated study of the limited functionality prototype of the site.

Solution

The matched jobs/candidates pages were very well received by job seekers and employers. Both audiences mentioned they would visit their unique “My Matches” pages regularly when they are actively searching for a job or candidate and prefer those results to the traditional job/candidate search results. Based on these results, we provided immediate access upon log-in to “My Matches” pages for job seekers and employers/recruiters.

The post WorkSearch New Website UX Design and User Research Research appeared first on OneSource Labs.

Device: Mobile App

Industry: Entertainment

Project Description

Current members and non-members were recruited to participate in a quantitative study using their mobile device on their own and from their natural environment. An online tool was used to record and capture user interaction with the app. Instructions were provided to download the app, complete a number of tasks, and respond to survey questions.

Key Insights

The app was tested using both iOS and Android platforms. Users of one platform found it difficult to work with specific features and gestures that are common in the other platform.

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