1. Executive Summary
The Interactive Design Team conducted a re-design of MemberDirect Business. The team began analysis with a heuristic review, followed by cardsorting, wireframes, and a redesigned interface. The proposed design was validated with iterative usability testing on the new interface on November 15, 16, and 17 at the Web Banking in-house testing lab.
The heuristic review uncovered many issues, inconsistencies and problems. A draft of initial recommendations was generated by this review, and is included below.
Cardsorting enabled the design team to understand the users mental model of the MemberDirect Business application. An initial information architecture was drawn up based on the card sorting exercises conducted with MemberDirect Business users.
After the information architecture was completed, wireframes and designs were drawn up and turned into a working prototype of the MemberDirect Business application.
Eight users were recruited to review the interface, and a total of 22 usability issues were uncovered. The testers also provided us with a substantial amount of qualitative feedback. All test participants were Vancity Members with business accounts.
In order to maximize the value of the test, we recommended a series of improvements that were implemented on the last day of testing to determine their effectiveness. These changes made a significant impact to the site’s usability and improved the success rate of task completion to near perfect, as can be seen in the success rate in the last day of testing.