Consilience Coaching
Background
Consilience Coaching, a platform focused on fostering resilience and well-being, sought to improve its website to effectively attract and inform potential clients. The aim was to create a more user-centric and intuitive experience for primary users engaging with personalized programs.
Methods
Usability Testing
Heuristic Analysis
Affinity Diagramming
Tools
Figma
FigJam
Google Suites
Zoom
Emma Broderick
UX Designer and Researcher
Meet The Team!
Lily Yang
UX Designer and Researcher
Jonny Fuller
UX Designer and Researcher
Problem
The challenge was to align with Consilience Coaching’s organizational goals and meet the expectations of its users. The significance of this lies in creating a solution that not only addressed the existing issues but also contributed to the overall improvement of the website’s effectiveness and user satisfaction.
Understanding Our Users
To gain comprehensive insights, a meticulous usability test planning phase was initiated. The organizational goal was to improve the website’s appeal and informativeness. Simultaneously, the user goal was centered on facilitating a straightforward sign-up process for coaching services. Recognizing the dual role of the website as a connection tool and an advertising platform was crucial in understanding user intent.
0 = I don't agree that this is a usability problem at all
1 = Cosmetic problem only: need not be fixed unless extra time is available on project
2 = Minor usability problem: fixing this should be given low priority
3 = Major usability problem: important to fix, so should be given high priority
4 = Usability catastrophe: imperative to fix this before product can be released
Gather Information about Consilience/Emily
Visibility: 0/4
Easy To Navigate
Consistency: 1/4
Misalignment of Work With Me button
Flexibility and efficiency of use: 2/4
Confusing time selection
Schedule an Appointment
Heuristic Analysis Results
Understand What the Pricing Plans Do
Visibility: 2/4
Difficulty finding page
Match between System & the Real World: 3/4
Unclear page name
Consistency and Standards: 1/4
Inconvenient placement
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Conducting a thorough heuristic analysis using Nielsen Norman’s ratings revealed specific usability issues. These included challenges in visibility, consistency, and mapping across various tasks such as gathering information, understanding pricing plans, and scheduling appointments. Each heuristic was meticulously rated with each key task, providing quantitative measure of the existing user experience.
Comprehend the Pricing Options
Mapping: 3/4
Clicking Schedule Now for a specific plan navigated to main booking page for every service
Match Between System and the Real World: 0/4
Easy to find
Consistency: 0/4
Clear understanding of contact process
Contact Emily
Heuristic Analysis
Recognition Over Recall: 3/4
Easily forget initial selected plan
Visibility: 0/4
Good user progress
Purchase a Plan
Find Testimonials about Consilience Coaching
Match Between System and the Real World: 0/4
Easy to find
Consistency: 1/4
Easy to find, but lots of white spacing
Following the heuristic analysis, we conducted usability tests with 9 participants in 30 minute Zoom sessions, providing insights into user behavior, pain points, and successes while exploring key tasks:
Explore the site and share first impressions
Find more information about Consilience Coaching
Sign up for one of Emily’s services
Navigate the process of purchasing a service
