Usability Challenges
The original Self Service website was not meeting the needs of users or the organisation, plagued by a confusing information structure, scattered content, and alarmingly slow page load times.
Through a comprehensive UX audit that included both qualitative and quantitative research, we analysed and documented various user behaviors. This groundwork laid a strong foundation for understanding user needs, leading to a user-centered design approach.
Summary of findings
- The African market is incredibly data cost conscious
- 75% of all visitors are returning visitors
- 'Pay' and 'Clear error code' are the most popular functions
- A mobile first approach is paramount
My role
Information architecture • Wireframes • UI design • Manage tasks among team members: research gathering (customer habits/trends) & quantitative insights
Wireframing
Design
Quantitative
