More recent work samples available upon request
Unfamiliar users were observed having an unusually difficult experience quickly completing purchases with the app.
We used a questionnaire, task analysis, and heuristic evaluation to uncover the root cause of problems. We implemented and tested our solution with users interacting with wireframe prototypes.
A “take the tour” feature for novices that can be skipped by familiar users reduced errors for all users. This work was presented at HFES, 2015.
Cabela’s stores are known for helpful expert employees. Does the online shopping experience reflect this distinction?
We analyzed archival data and performed a series of in-store interviews and observations to understand the current customer experience.
We produced a journey map to guide future design decisions, and a proof of concept prototype for contextual help within the online shopping experience.
We found that some features lacked visibility, and that the app did not clearly provide an accurate mental model of its functions, through an informal evaluation.
We used task analysis and heuristic evaluation to assess problems in the original design. We performed an additional task analysis of a storyboarded solution before developing a high fidelity prototype, which we tested with users.
We improved feature visibility and added contextual help to improve the user’s conceptual model for a reduced error rate, higher success rate, and SUS score.