TypecaseCMS

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Typecase

Content Management System

Project Brief

How might we improve the experience for Typecase users?

My contribution

Lead the usability testing and UI improvement: Using testing result to pivot which part of user journey needs improving,

My Role

Wrote usability testing plan and metrics
Collaborated with customer support
Ran testing session
Analysed results
Designed new interface

Team

Myself
Customer Support Staff

Tools used

Typecase testing environment
Microsoft Teams
Microsoft Stream
Figma

Time spent

3 weeks

Journey

Set up

I began the testing by asking the customer service team for templates that have been frequently reported with repeated issues.

I then set tasks that closely resemble actions that Typecase users carry out daily.

I recruited six participants who have different levels of experience with the platform to reflect various groups of users from newbies to experts.

I ran the virtual testing sessions via Teams.

Metrics

90%
completion rate

Participants completed the task without critical errors.

70%
Error free rate

Participants completed the task without any errors (critical/ non-critical errors).

Critical errors
‍

An error that causes the output to be incorrect. This also includes a situation when a participant requires assistance.

Non-critical errors
‍

An error that would not have an impact on the final output of the task but would result in the task being completed less efficiently.

Key findings

66%

of participants missed a save button completely.

66%

of participants failed to understand the terminology used.

66%

of participant cannot locate the input they are looking for.

33%

of participants completed the first two tasks without critical errors.

6 mins

All testers took at least 6 minutes to complete each task. More than half of those did not succeed.

Most critical

A participant removed a section filled with content without knowing.

Quotes

“...’cause I just filled it in. I assume that I've already added it...”

— Participant who did not click save information within a section before saving the page for task 1.

“It's a tree within a tree. You got primary links and secondary links and then tertiary links and then links list and related links list...”

— A participant who cannot locate the correct input for task 2.

Improvements

Adding more visuals

I decided to focus on improving the interface of Typecase by adding visuals to help clarify the terminology. Minimise information and make boundaries of sections clearer.

Reflections & Learning

I had a great time working on this project. It showed me how essential usability testing is when producing great experiences. It allows you to understand what your users’ frustration are.

However, it is important to make sure that this testing is used for improving the experience throughout the platform.

I look for forms in every application and website now. From the Webflow interface which offers so many options to Mailchimp which is more specific to just email design. The simpler the tool is, the easier the users can accomplish their goals.

Pop-up

I decided to add a pop-up to warn users who have not saved their contact information before moving away from the section. This is a very important interaction. It is functional and also ties back to the core trait of the Typcase which is functional and trustable.