Measuring website usabililty

Improving an existing portal

A large telecommunications company planned a change in the appearance of their website, specifically the part where the users log in to obtain information about their bills and services (personalized portal).

We conducted a research with 15 participants. The method that we used was a mixed research technique: in-depth interview and usage test by directly observing how the participants completed 8 tasks. We made a comparison between the assignor’s website and the competitors’ websites.

The assignor received a direct impression and overview on how the customers use their and the competitors’ portals. In addition, we made recommendations in terms of design, navigation, functionality and comprehensiveness of the information. Based on this, the customer service portal was fully improved.