Community and families testing

GOALS

Gather insights on how people find key information and services provided by Family and Community Services. Results used to spark brainstorming for improvement opportunities.

APPROACH

We gathered common questions FCS front line receives and selected top ones according to department priorities. Then we wrote a test script with related tasks and conducted remote online testing.

OUTCOMES

Based on the findings, we created a summary card and a  four-point action plan and presented to content owners and management. With shared understanding, we got approval to allocate resources for implementing the recommendations. Pages were re-written and layouts improved. A new round of testing will be done.

ARTIFACTS

• Test script

• Test recordings

• Summary card

• Web page plans

• Comprehensive report

• Section analytics

TOOLS

Word, Google Analytics, UserTesting.com, Excel

TEAM DYNAMICS

In this project I worked mainly as a UX researcher, liaising with one point of contact in the department who, in turn, presented findings to subject matter experts and branch managers. The project started as a result of my conversations with content owners showcasing other UX research done with other areas of the organization and the impact it had on improving web content, structure and service levels.