Artechouse.com Usability Test
A usability test of Artechouse, an Art & technology space with rotating immersive installations, website.
Role
Researcher
Teammates: Vivian Wei-Farn Tang & Eden Metzger
Timeframe
8 Weeks (one semester)
Tools & Methods
Heuristic Review, Persona Development, Task Analysis, Usability Testing
Client
School Project
Design Problem
Artechouse’s usability issues mainly lie within the website’s job application process and experience selecting products in the online shop. Most users are satisfied with the website and find the website’s COVID-19 information digestible and useful, but small improvements could be made to improve site navigation and brand trust.
Heuristic Review
Each team member completed an expert review of the Artechouse website based on a scale rating of -1 (doesn’t comply with the guideline), +1 (complies), or 0 (kind of complies). The expert review rated different pages and features of the site from, but not limited to the “Home Page”, “Navigation & Information Architecture”, “Page Layout & Visual Design”, to “Writing & Content Quality”. While the overall score I collected for the Artechouse website was a 76%, I found that the “Navigation & Information Architecture” and “Page Layout & Visual Design” had the lowest scores and most area for improvement.
Persona Development
As a group, we developed and defined three personas and found public data that could support our final design recommendations.
Task Analysis
As a group, we defined four tasks on the Artechouse website and broke down the sub-tasks, in concise organizational chart. Those four tasks were: Finding the locations accessibility information; Finding the price of a ticket; Applying to a job at Artechouse; Finding an Artechouse product to buy.
Usability Test
Outreach & Screening
We recruited 3-4 participants based on time availability.
No specific screening process was involved.
Participant Profiles
Two participants are from our Advanced Usability Testing class.
One participant is from our Master of Science in Human-Computer Interaction program.
Testing & Moderation
The test consisted of five scenarios and tasks, along with follow-up questions for each scenario.
We updated some questions based on each users’ previous behavior and response.
A System Usability Scale (SUS) was used at the end of each test to assess users’ satisfaction.
Ice Breaker Findings
How they spend their time on the weekends:
Hiking
Spending time with their friends or family
Listening to music
Playing video games
Watching Netflix
100%
have experience purchasing tickets online
100%
identified as not visiting museums or art galleries often
33%
have experience visiting the Artechouse website
Task Findings Highlights
Task 1: You are a graphic artist looking for a job at Artechouse in DC. Initiate a job application via the Artechouse website.
Participant 2 took ~4x the time compared to Participant 1 & 2
Task 2: You are a prospective customer looking to buy tickets for a specific weekend. Find 2 available adult tickets for the weekend of April 24th and add to cart.
The largest time variance between all three participants
Participant 3 took ~2x the time compared to Participant 1 (~2:13mins)
Participant 2 took ~2x the time compared to Participant 3 (~4:25mins)
Task 3: After visiting you are looking to buy official Artechouse merchandise online. Find a sweatshirt online that’s in stock to add to cart via the Artechouse website.
Participant 3 took the longest with ~3:48min for overall task time.
*Note: Participants spent time looking for a size that was in stock after selecting a few out-of-stock options initially.
Task 4: You are a prospective customer interested in visiting. Find and review the Covid-19 protocols to make sure you’re prepared.
All participants took under 2 minutes to complete.
Task 5: You want to keep up to date with what’s happening at the museum. Sign up for the email newsletter:
All participants took under 2 minutes to complete
Design Recommendations
Recommendation #1
Improve the Job Application Experience
Problem: During the usability tests, the research team discovered that participants were confused by the wording of the button “APPLY” next to “or email team@artechouse.com directly”on the job application page. Participants assumed that when they clicked “APPLY”, they would be taken to a job application portal, instead of their email.
Solution: Replace the “Apply” button link to a job application portal, like LinkedIn, where applicants can upload their information and professional documents to be considered for the open positions.
