Telecommunications Website Usability Case Study

Business Objective:

A wireless telecommunications provider was in the process of modifying two of its websites and sought customer feedback to guide their efforts.

Research Objective:

Qualitative research was commissioned to obtain customer feedback regarding the usability of the websites.

Methodology:

Several usability labs were conducted among users and non-users of the sites being redesigned.  During the labs, respondents were asked to:

• Complete a series of tasks that were observed by the moderator
• Comment on their experience as they performed the prescribed tasks.

The Result:

Positives, negatives, and areas of confusion were identified.  CMI provided concrete and detailed recommendations as to how to improve the usability of each site.