Jaideep Godara

Usability Evaluation of Service Configuration Application - Bundle Builder (2008)

Client: Charter Communication, Inc.
Duration: 1 month

Study Objectives

• Overall usability and user experience of the application.
• The level of understanding users have with what the application does and its benefits.
• Comfort levels of users in answering questions in the order process.
• What the preferred order process is and why?

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Personal responsibilities

• Planned and developed the testing scripts.
• Conducted and facilitated the lab usability tests using Morae.
• Did Heuristic Evaluations of the application prototype.
• Transformed data into findings and provided design recommendations.

Study particulars

• Conducted 10 usability study sessions
• A within-subject design was used: All participants performed the same tasks.
• The study consisted of a Task-based, goal-oriented testing, during which participants worked through realistic tasks identified as having a high frequency and/or high importance.

Results and Recommendations:
The study findings were categorized in five categories based upon which design principle or best-practice was violated.

• Appropriateness of Task-allocation
• Feedback
• Forgiveness of Design
• Information Design
• Navigation

Sample of Usability study findings along with respective screen shot and design recommendation