UX Benchmarking
Implemented the UMUX-Lite survey across company applications to quantify user experience. These metrics drove ongoing efforts to enhance product experiences for both customers and employees. Below I will highlight my work in on Sunbelt's website.
Establishing a Usability Baseline and Benchmark
As part of a larger benchmarking effort using the Google HEART framework. This was used to help identify opportunities for improvement on the website and mobile application as well as provide a benchmarking of happiness that could be measured and improved over time.
Research Objectives
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Is the Sunbelt website easy to use?​
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Does Sunbelt’s website meet the functionality needs of users?
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Methodologies
UMUX-Lite Survey: Attitudinal measures (Happiness) predict adoption and usage statistics (Engagement, Adoption & Retention). HEART extends the thinking of the Technology Acceptance Model meant to help integrate behavioral and attitudinal metrics into something scalable for companies that have many experiences.
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I ran the survey monthly on the website to capture feedback from seasonal customers as well as identify changing verbatim feedback after changes/updates had been made to the site.
Insights
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Though the UMUX-Lite Score did not vary too much by customer type, those that left feedback expressed different desires and frustrations. ​
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These comments allowed us to identify which areas needed to be explored more to create a better experience.
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In this example - accessing the account was an issue across all user types.
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For larger customers that carried a line of credit with the company (credit customers) they desired improved invoices.
Impact
These findings allowed the My Account team to focus on improving invoicing for customers given their feedback. While survey feedback is limited it was a great starting point to begin to identify where issues were and what the topics were so that product and UX could work together to further define the problems and ultimately provide solutions to improve the experience.
