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.
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