A user experience project on a global scale, providing actionable...
Experience Lab is part of Serco Group plc.
Our client is a business cloud communications provider whose global product includes desktop and mobile applications which enable end users to conduct a wide range of communications tasks.
They had plans to update the user interface of the current desktop and mobile app experiences to maximise UX, CX, and feature adoption and usage among existing and potential users.
The organisation wanted to gather user feedback on the pain points and positive aspects of the existing interface to help specify and prioritise their UX design work.
We conducted desktop and mobile usability testing with 16 users including both existing users and competitor users, to understand the current user experience.
Testing was focused on several key feature and areas, including surface switching and Salesforce Integration.
We provided design recommendations for specific features which improved the usability and navigation experience.
Further research and testing opportunities were also identified, leading to additional projects with the organisation.