Events

The project Understanding User Pain Points from the User Experience perspective is about understanding the frustrations customers face when using a specific company's website. With a list of tasks researchers carefully watched how customers navigate through the site and where confusion arose. My work focuses on helping customers who interact with the company website have a better experience. Come stop by to better understand where  how User Experience designers play an essential role in a company's success.

METHODS:

To find participants a participant survey was sent out to find people who had backgrounds in API development, API documentation, or have used APIs. Since the platform is a marketplace for APIs the research team wanted to find participants that mimicked a real customers. The reason that real customers weren’t used was due to being a new researcher for the company as well as tight deadlines and lack of budget. Six participants were found with varying experience with APIs. Participant 1 has six years of experience versus participant 4 has two years of experience. 

USER SESSIONS:

Each participant was scheduled for a thirty minute ZOOM call for their session. Since this study was not being compensated the study had to be under thirty minutes. A clickable and usable prototype was made to give participants the real experience of the company website. The live website was not used due to approval on the backend needing to be done and wanting to make sure the study was not delayed due to authentication issues. 

Participants were given the link to the prototype via ZOOM chat and asked to share their screen. The reason for this was that researchers didn’t want the participants to see the screens beforehand. Participants were told to login, create an organization, register an application and finally enabling APIs for the application that they create. In the beginning each participant was asked to think aloud. Anytime a participant asked a question like “where do I even login at” a pain point as assigned. As well as clicking in the wrong place. 

OUTCOMES:

The research has shown that participants found the forms for filling out registering an organization confusing and unclear. As well as it wasn't obvious that the organization was not automatically approved. Participants suggested that more messaging would help with this issue. Participants also found it confusing that when they were enabling APIs they had to do a task four times and that it should be applied to all the APIs after doing the task once. With these results and recommentations the UX team has now created clear messaging and fixed form issues. 
 

Due to a coorporate NDA  some details have been omitted.