Usability Testing for a Utility Site

Recommendations for a utility company website

Project Title: Usability testing for a utility website

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Project Goals:Usability: Validate companysite.com for ease of use and engagement.

Understand ease-of-use of My Account pages
Collect users’ impressions and perceptions of My Account pages
Identify customers’ expectations for capabilities of their account
Review My Account from a best practices perspective to identify user experience challenges

Methods and My Role: I tested the current version of the local utility company’s website with eight participants (current account holders) in Philadelphia, PA. Sessions lasted sixty minutes and included an open card sorting activity to evaluate the current site’s information architecture.