user experience audit: sample report
TRANSCRIPT
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User Experience Audit: Sample Report
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Table of Contents
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What is a UX Audit?
Why is it Important?
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What Can You Expect?
Increase Conversions Improve Customer Satisfaction
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Why Wasn't This Done Before?
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How is the UX Audit Done?
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UX Audit Report (SAMPLE)
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Homepage
Carousel Image Slider
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½
RECOMMENDATION: Replace the carousel with an interactive User-
Centric Wizard that will help users quickly find the information they are
looking for based on who they are and what they need. The real estate
taken up by the carousel can be used more effectively.
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What's New & Our Solutions
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RECOMMENDATION: Swap "What's New" with "Our Solutions" – users
are clearly more interested in "Our Benefit Solutions" and shouldn't scroll
that far to get to it.
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Health
RECOMMENDATION: Put "Health Plan" first, "Be Well…" second (above
fold).
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Plan Options
RECOMMENDATION: Keep " Health Plan Options" first, "Health
Enrollment" second (above the fold).
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Employer Options
Plans Order
RECOMMENDATION: Consider rearranging plans in reverse order and
provide easy to use comparison tables focusing on features offered
through each plan.
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Features
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RECOMMENDATION: Redesign these pages to create a more user-centric
approach focusing on the features of each plan, allowing for easy
comparison and providing lengthy plan descriptions either at the bottom
of the page or on demand.
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Plan Resources
RECOMMENDATION: Consider rearranging resources in accordance with
the number of clicks.
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Rates Calculator
Rates Form
RECOMMENDATION: Allow users to look up the Employer ID or save it on
the computer for consecutive access.
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Direct Access to the Rates Page
RECOMMENDATION: Have a dedicated rate page that users can access
that has a "current employer box" and allows returning users to quickly
access their rates.
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Location of the Login Box
RECOMMENDATION: Add an anchor link to get to the Rates at the top of
the page, or better yet, have a dedicated rates page.
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Request Quote
RECOMMENDATION: Provide better descriptions for plans offered with
plan comparisons and links to corresponding plan pages (should open in
new windows). Also, consider renaming the "Contact a Consultant"
button to "Request a Quote" and make it more prominent throughout the
page.
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HUB Pages
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RECOMMENDATION: Redesign HUB pages to display all options above the
fold, prioritizing sections most clicked/searched/accessed. Redesign
mobile HUB pages to use accordions.
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Navigation & Findability
Findability
RECOMMENDATION: Consider improving navigation and website
hierarchy by prioritizing sections that get the most searches and views.
Also, consider making "How do I?" more prominent as the last menu item
(swapping it with "Who We Are" that gets the least number of clicks).
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Streamlining Navigation
RECOMMENDATION: Remove "hub page" images and position submenu
items directly underneath the top level labels.
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Navigating to Health Plan Options
RECOMMENDATION: Put "Health Plan" first, prioritize "Options" and
"Enrollment". Include the actual Options in the menu (Exempt, Non-
exempt, HMO and Seminary). Avoid repeating "Health Plan" in
labels/titles.
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Contact Us Link
RECOMMENDATION: Add a "Contact Us" link the main navigation (next to
phone number, to make contacting easier).
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Search Analysis
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Default Search
RECOMMENDATION: Clicking on the Search icon on an empty field should
clear the field and put focus/cursor inside the field:
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Searching for "XXX"
RECOMMENDATION: Adding quick access to the most commonly accessed
and searched forms on the homepage with a quick link to the Forms and
Publication. Consider adding a link to "Forms" in the footer or utility
navigation.
Order forms on the Forms and Publication page in accordance with the
frequency of access.
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Searching for "YYY"
RECOMMENDATION: Adding quick access to the 2016 (annual)
information, including rates from the homepage. Consider creating a
consolidated annual (2016) page summarizing and linking to all relevant
curated information (rates, enrollment, etc.) in one place.
Order forms on the Forms and Publication page in accordance with the
frequency of access.
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Searching for "ZZZ"
RECOMMENDATION: Simplify navigation to the Health Plan Option pages
(reduce the number of steps and hub pages) and create a wizard to help
with the selection process.
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Contact Us Page
RECOMMENDATION: Remove the "Need E-mail Copy" option (include the
message in the automatic response by default). Also, consider requesting
Employer Name and ZIP code based on the "Purpose for Contacting".
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Most Accessed Pages
All Pages
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Top Level Pages
RECOMMENDATION: Set up permanent redirects (code 301) for top level
.html pages. Example: /health.html > /health/ to avoid duplicate content.
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Top Level Landing Pages
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Recommendations
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Next Steps