User Testing and Redesign - Reach Services

An Irish Government initiative, the Reachservices website was designed to provide the citizens of Ireland with a single point of access to all government and public services. After launch the initial reaction to the site was poor with very few users registering online. Frontend were requested to carry out user testing with customers in order to pinpoint where the problems existed with the registration process. 12 user test sessions were held in Cork, Galway and Dublin. The main problem areas identified were information layout, task flow and screen design.

Following the user testing, Frontend provided Reach with a fast and effective user-centred redesign. The information architecture was redesigned for ease of use and key user task flows were designed and tested with users to ensure satisfactory usability and success rates. A further 10 user tests were conducted using high fidelity prototypes. Two different prototypes were used to evaluate design options and to ensure that the chosen design was a measurable improvement over the existing site. In both testing sessions Frontend used a portable usability lab which includes screen capture, video footage of the user and an audio track.

Frontend redesigned the visual look and feel of the site and provided HTML templates that are compliant with accessibly standards. The site was multi lingual designed to be available in Irish and English.