HL Computer

Freelance Project
Project Overview
HL Computer is a local small business that has been in operation since 1995. They specialize in fixing desktop systems and laptops, and also sell systems and related parts. The previous website had been out of date and needed some revisions.
Tools
Tools: Balsamiq, Google Forms, Wix
Role: UX Researcher, UX/UI Designer
Duration: 3 months with ongoing feedback
Process: Research & EmpathizeIdeateCreateTakeaways and Reflections
Let's Research and Empathize!
Researching allows me to discover the expectations of a computer business website, as well as understand current user goals, frustrations, and desires with the current model.
Research Goals:
- Understand users’ journeys through the website
- Discover their motivations when visiting the website
- Calculate the current website’s usability
System Usability Survey (SUS):
Using the system usability system principles allowed me to:

- Use an efficient and reliable scale to test users
- Uncover opportunities to improve the website
- Learn about the target behaviors and goals of the user

20 users rated 10 statements similar to these on a Likert scale:

"I thought the website was easy to navigate.”
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“Based on the website, I knew exactly what to do to have my computer or laptop repaired.”
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and “This website is confusing.”

The final score was a  67 , which is slightly less than the average score for websites (68).
Turning Pain Points into How Might We Statements:

"This website is confusing."

How might we organize the website so it is easier to understand for consumers?

"I didn't know what my next step was."

How might we make instructions clear to help customers with what they need?

Final Goals:

From this research, I created 3 goals I wanted to focus on:
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- Better website structure/flow
- Information organization
- Clear instructions and services
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Client Goals:

After discovering goals to meet customer expectations, I met with the clients to:
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- Discuss their goals and standards
- Discover what information is important
- Make sure information is accurate and up to date
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Let's Ideate!

First, a little crazy 8 exercise for the services page...

Low Wireframes:
Let's Create!
Initial Design and Edits:

Design #1

Notes: Font isn't attractive, color combination is not appealing to eye

Design #2

Notes: Circles are too close together, text is difficult to see against dark background

Updated Design:
Takeaways and Reflection!
Takeaways:

This project took longer than expected due to being the only researcher and designer on the team, and I had to ask the clients for more time. Although I couldn't finish in the projected window we had planned, I wanted to offer my client the best product I could offer. I learned that asking for a little extra time in exchange for a better, put-together project was worth more than submitting a poorly done one on time.

Research concerns to consider:

Research was anonymous to allow for honest and unbiased responses. It is important to recognize that the sample used for system usability surveys may not be the best representation for the target audience that visits the website.

Reflection:

This project was a lot of fun to work on! I came across a lot of different perspectives and was able to put my research and creative skills to use. I am continuing to do user testing on the current design of the website, and will continue to make adjustments given users may be unsatisfied or confused.

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Maggie Nguyen
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