Website usability testing for more completes and less support
Svensk Adressändring is paid service from the Swedish post that allows you to register your new address when you move and have all major commercial and government organizations be informed at once.
The service has a website with a specific process and options and is supposed to be intuitive and easy to use. But a considerable number of people called for support and some functions were not used properly.
We helped Svensk Adressändring with an extensive UX test. The test was performed at a central location using eye tracking enabled monitors and in-depth interviews with respondents.
The best insights from usability tests are gained when users do not have to explain what they are doing (Think-aloud) but rather execute the test in silence and in their own tempo.
To allow this we used a method called Eye Tracking enabled Retrospective Think Aloud.
After the given assignments are completed, the respondent was then shown the recording of the process, including their eye movements, and interviewed extensively about their experience, understanding, and thought process.