Redesign of the Bus Eireann website


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Redesign of the Bus Eireann website

  1. 1. Bus EireannRedesigning and testing the new designEva DalyRianne LinksHilary O’ Shaughnessy
  2. 2. 0. Contents1. Introduction 32. Expert Evaluation 43. Scenarios 94. Redesign requirements 215. Preparation of prototypes 236. Empirical evaluation 327. Overview of results 368. Lessons learned 399. Conclusion 41 2
  3. 3. 1. IntroductionThe Bus Eireann website “” was first up and running in 2007. Today, despite being Irelandsleading bus and coach travel service, the site receives much criticism from users and travellers alike. A com-pany’s website is its most important calling card for communicating with existing customers and attracting newones. A website with bad features creates a negative image. Our goal with this project is to create a redesignof the website and to make it more streamlined and user friendly. 3
  4. 4. 2. ExpertevaluationTo get a better insight of the usability of the website, we used the 10 heuristics of Jakob Nielsen. 4
  5. 5. 1. Visibility of system statusThe website has tabs that inform you of what step of the ticket buying process you are at but it does not cor-respond with the actual steps being followed. The tabs are not easily viewed as other tabs are more visiblewhen you do the task. As you can see in the screenshot below, the red indicate ticket types and are very vis-ible but above are the stages tabs which are less prominent. This is visually confusing. The stages buttons donot allow you to option to return to a stage once selected. If you wish to do this you will need to start all overagain at the homepage.2. Match between system and the real worldThe system uses language that is of the real world, mostly. However, at times it uses language that seems toofficial. For example “Every care has been taken to ensure accuracy in the compilation of this timetable. It isrecommended that this timetable is used in conjunction with the Journey Planner.” could be said more clearlyand in less formal language.3. User control and freedomAs mentioned, when you want to go backwards in a process, you will not be able to and will have to beginagain. When one makes errors in the system, the language used is clear but the number error in the pop upscreen is somewhat alarming and unnecessary, as shown in the screenshot. Most people will not understandthis. So undo and redo are in turns unavailable and confusing. 5
  6. 6. 4. Consistency and standardsThere are multiple ways to reach the same Journey Planner from the homepage. The Journey Planner issometimes called ‘Journey Planner’, sometimes ‘Plan your Journey’ and sometimes ‘Search Journey Planner’.1. Journey Planner -> Journey planner in main menuWhen you do this, you will go to Journey Planner screen, as you can see below.2. Timetables -> Journey Planner -> Search Journey PlannerWhen you do this, you will go to an in between page some text about how the journey planenr works and alink to the real Journey Planner.3. The ‘Plan your Journey’ widget on the homepage of the websiteThis widget is a simplified version of the Journey Planner and can be also be used to plan a journey. Whenyou click ‘Plan your Journey’, you will go to the real Journey Planner’.5. Error preventionWhen you start the Journey Planner, you have to fill in the place where you want to depart from and the placewhere you want to go in the ‘From’ and ‘To’ fields.When you start typing your departure city, it will give list of suggestions of all the bus stations in this city. Whenyou are not familiar with the location you want to take the bus from, you might just want to depart from themain bus station. In this dropdown menu of suggestions, it is not possible to see which bus station is the mainbus station, they are arranged in alphabetical order. 6
  7. 7. When you are choosing your destination, it also gives a list of suggestions when you start typing your destina-tion city. However, these suggestions don’t take the ‘from’ location into account. Even if there is no bus con-nection available between the departure location and a bus station, it will still be shown in the suggestion box.This is the result:6. Recognition rather than recallWhen you visit the Bus Eireann website for the first time, some of the functions are not clear enough to imme-diately know what it means. For example, what is the difference between ‘Quick ticket’ and ‘Plan your journey’in the main menu?7. Flexibility and efficiency of useWhen you are on the Bus Eireann homepage and you want to buy a ticket, local knowledge is needed asyou cannot enter specific locations in the text box and have to choose from a dropdown menu of only townnames. Cities and bus stations are not supplied in the drop down menu. Novice users to the the site may nothave the specific information need. 7
  8. 8. Also, on the homepage, you are given the option to ‘Plan your Journey’. When you enter your details hereyou are brought to a page that shows you possible times and connections for your journey. However if youwish to buy a ticket of your selected journey there is no link to “buy”, to buy your ticket you must return to thehomepage but in doing this all your information that you entered is lost the website does not remember previ-ous or frequent actions.8. Aesthetic and Minimal DesignInitially when you look at the homepage it appears quite cluttered. The most important features “Plan yourJourney” and “Buy your Ticket” are not as prominent as the advertising and information links which take upnearly 60% of the page. This diminishes the visibility of the websites’ most important links.9. Help users recognise, diagnose, and recover from errorsAs we have mentioned before, the error messages are not very clear. It is a standard browser pop-up and theycontain an IP address, which might confuse users.10. Help and documentationThere is a lot of documentation available on the website, for example about how Whens my Bus? works, butalso what the different items in the main menu mean. This can be helpful when you are searching forsomething specific. In the case of the Bus Eireann, there is so much information available that it is sometimesin the way of reaching your goal. For example on the Whens my Bus page: there is so much documentationavailable that it is hard to see where to click to actually go to Whens my Bus. 8
  9. 9. 3. Scenarios 9
  10. 10. Student - Travelling to UniversityClaire is a student of the University of Limerick who travels from Raheen, on the other side of the city, to theUniversity by car. Recently her car has been in the garage and has decided to take the bus to college. Shedecides to check the website for available times and stops.On the home page she sees two boxes to enter information the red box says “Buy your ticket” and the yellowbox below says ‘plan your journey’. Firstly she enters the information into red box as it appears first at the thetop of the page, but her stops do not appear. She then tries entering her information into the yellow ‘plan yourjourney’ box and here her stops become available. 10
  11. 11. As she is familiar with the route she enters the details the details ‘Raheen - Opposite Raheen Church’ going to‘University of Limerick Stables’. Here a list of times become available for the morning commute.The bus she wants to get is at 7.55.As Claire now knows the route she has to take she then decides to check the timetables for her evening busto look at schedule and and stops that are available. She returns to the home page and goes to ‘Timetable’and selects city town services. 11
  12. 12. Claire selects her route and is presented with a PDF timetable for her route.However on the timetable the bus time appears different to the Journey Planner. On the timetable it statesthat her bus will leave at 7.27, at a different stop ‘The Hospital’ whereas on the Journey Planner it states herbus will leave at 7.55 ‘Across from Raheen church. Claire is left confused as to which bus to take. 12
  13. 13. The Ryan Family: Family day outThe Ryan family is planning a weekend in Cork. They live in Dublin and have three children.They log onto to plan their journey and buy tickets. They would like to leave early on Satur-day morning and leave Cork on Sunday evening.Mrs Ryan looks at the homepage and sees the option “Journey Planner.” She hovers over the Journey Plan-ner icon. A drop-down menu is revealed. This has an option for journey planner, which she clicks. This revealsa page with empty boxes for destinations.She inputs the dates one month from now, and chooses times, specifically 08.30 for the outgoing journey and19:00 for the return journey. She chooses the departure option for both.She also inputs where she will leave from, Busaras and where they will arrive, Cork Bus Station. 13
  14. 14. She clicks “plan your journey” underneath. She sees that her outward journey will take 3.5 hours and leaves at8 AM. The return journey will take 5 hours and leaves a half an hour before they hoped to depart, at 18.35.She uses the “i” icon to see the reason for the longer journey, and it tells her that she has to take two buses,one to limerick first and then change after a 20 m wait.She decides this is ok, and chooses the “buy your ticket option icon above the list.This takes her to the ticket buying page where she has to input how many adults or children are travelling.Then she has to find out how much it costs, she chooses 2 adults and three children and sees it cost is€87.86.She notices that there is an option for family return tickets, so she chooses that to see if she can get a deal.The family ticket is €43.70.She decides to add the ticket to her basket. Then she has to click “step 2” to buy the ticket, she is issued withwarnings about only getting on and off at selected stops.She is asked to input the family name, Ryan, and is told she must give a full name and then she choosesproceed to payment and has to input her details. Up to this point the process has taken 13 steps. 14
  15. 15. Mattias: A foreigner who comes to IrelandMattias from Germany has a week off from work and has decided to go visit his friend in Galway, Ireland. Heis going to fly to Dublin and is planning to take the bus from Dublin to Galway. He wants to know which bus hecan take, if this bus leaves from the airport and at what time he will arrive in Galway.He decides to visit the website. On the home page of the website he sees ‘Journey planner’ inthe main menu.This is exactly what he needs and he decides to click on it. He enters ‘Dublin Airport’ in the ‘from’ field and a lotof suggestions appear. 15
  16. 16. He chooses the first one ’Dublin Airport (Atrium Road)’. In the ‘to’ field he types ‘Galway’ and again a lot of dif-ferent suggestions appear. The first one is called ‘Galway Bus station’. He thinks this is the main bus station sohe decides to choose this one. but is not sure so he decides to check out the map. He fills in the date using thecalendar and types the time of departure from the airport. He clicks ‘Plan your Journey’.He goes to the next screen where he can see different bus routes on different times and with different durationsand bus changes. 16
  17. 17. He wants some more information about the first route, so he clicks the blue ‘i’ icon. More information about thisroute appears and he can now also see where he has to change buses and how long he has to change be-tween busses. He decides to choose this route and wants to buy a ticket. He figures it will be easier to buy histicket online instead of at the bus station when he will probably be in a hurry. He can’t find an option to buy theticket in the Journey Planner. After some looking around on the website, he finds the ‘Quick ticket’ option anddecides to go there. This is indeed where he can buy his ticket. He has to fill in his departure and arrival sta-tion again, because it didn’t save it in the Journey Planner. In the ‘from’ field, he can now only choose ‘DublinAirport Direct’, but he thinks this might be the same station as the one he used in the Journey Planner: ’DublinAirport (Atrium Road)’. In the ‘to’ field, he can only choose the city Galway and not the individual stops, so hedecides to do that. He wants to buy a single ticket because he doesn’t know when he will go back to Germanyyet, but this seems impossible. 17
  18. 18. Mark works at a webdesign company and is going on a business trip to London for a couple of days. He is fly-ing from Shannon Airport and is planning to take the bus there, so he can leave his car at home. he decides tovisit the BusEirrean website to see which bus he has to take and at what time.On the home page of the website, he sees a banner with the option to take a bus to and from different airportsin Ireland. 18
  19. 19. He decides to click here. He now sees a list of all the airports in Ireland and he clicks Shannon Airport. He nowis on a page with a lot of text. At the end of the page, there are several busses that stop at Shannon Airport.Since he lives in Limerick, he chooses bus 343 from Limerick to Shannon. A PDF file opens with thetimetable of the bus. This is very useful, but he his not sure how up-to-date this timetable is, because it looksa little outdated. 19
  20. 20. 4. RedesignrequirementsBased on the scenarios, we isolated a few major issues with the site that we think we should address in are-design. 20
  21. 21. Conflicting InformationIn most of the scenarios, passengers were offered conflicting information regarding price and travel optionsthat were very confusing. This problem was impossible for the user to resolve within the site.Outdated informationThe site has information that is outdated or seems outdated. Sometimes you are led to PDFs with timetablesthat are dated, others are dated three years ago. There is no assurance that these timetables are up to dateand the design is radically different to the rest of the interface and can lead users to believe there is an error.Problems with the assumption of local knowledgeThe site assumes that the passengers have extraordinary amounts of local information for every route andbus-stop in the country. Without this knowledge one has to guess which stop to go to, or use resources out-side of the site to find out what stop to go to. The site also gives repeated warnings to the user that any errorsare not fixable so this makes the choices more important.Interrupted FlowRegardless of which scenario you follow, the flow or the user experience pathway is never straightforward.Many times links are dead or a user cannot reverse out of a decision. In order to see all the options available,the user has to jump around the site and follow varying pathways. For example, looking at journeys does notreveal price and means returning to the homepage to check prices through another option. The icons indicat-ing progression through a task are poorly located and not obvious. 21
  22. 22. 5. Preparationof prototypesOnce we finished our expert evaluation, we set about doing a co-operative evaluation, which would involvecreating prototypes and getting real world users of the site involved in the process. 22
  23. 23. Sketches & flowchartTo prepare, we made rough sketches and outlined what we thought needed to be changed. We also made anoverview of the menu structure of the current website. As you can see in the flowchart shown below, there is alot of overlap between different menu items. In the improved flowchart on the next page, you can see how thenavigation structure is going to change.Current structure of menu 23
  24. 24. New structure of menu 24
  25. 25. Changes implemented in prototypesUsing the conclusions from the heuristic evaluation, we made a lot of changes to the Bus Eireann website.Here, we will eleborate more about the most important ones.Feedback systemWe made the feedback system clearer by changing the size and placement of the notices for the user toindicate what step of the process of buying a ticket he is now, using large boxes that appeared coloured toindicate what step the user is now. During the process of buying a ticket, we made important information morevisible and at the top of the page. For example, the journey the user has chosen is now visible during thewhole process.Journey planner & Buy your ticket in oneIn the current website, the Journey planner and the option to buy a ticket are two different functions where youhave to start all over again when you’ve planned your journey and you want to buy this. In the prototype, theJourney planner and the option to buy a ticket are one process. A user is able to plan his Journey and then im-mediately buy this journey. This improves the flow of the website.‘Basket’ functionIn the prototype we have added the basket function. Journeys can be added to this basket and can then bebought. This has a couple of advantages: you can add a journey to the basket and then buy it later. You canadd a first journey to the basket and then look up another journey and add this to the basket too. You can alsosee an overview of all the journeys that you want to buy, where it is also possible to delete the journeys thatyou don’t want anymore.Improved map functionWe fixed the map function to allow users to locate their stop, as it was not functional before. We also highlight-ed the choice that user had chosen in a different colour for ease of visibility.Different ticket typesWe replaced the special ticket options into the ticket options page. They were formerly large headings thatsaid “student” or “family” and led you to another page. We integrated them into the buying process. We alsoadapted the information button beside them where you can hover over for more information about that specificticket type.Whens my Bus?We made the “Whensmybus” function more visible on the website, as this is a unique selling point of BusEireann that deserves to get more attention. It now has a personalizable widget on the homepage and has itsown item in the main menu. 25
  26. 26. Paper PrototypingWe then made to paper prototype with all the new features included. Some visuals of this prototype: Watch a video of the full paper prototype on 26
  27. 27. Our Reasons for Paper Prototyping:1. Allowed us to visually map the user flow.2. Facilitated further discussion on the design and the problems we found.3. Allowed us to make errors and show to others before we progressed to a medium fidelity prototype.4. Helped us to decide how to address the issues we experienced when doing the heuristic evaluations. 27
  28. 28. Medium fidelity prototypeOur medium fidelity prototype is browser based, created in HTML, CSS and Javascript. This, and the fact thatwe used the look & feel of Bus Eireann made it that people really experienced it as the Bus Eireann website.We made all the pages that were necessary for the user tests. These pages were: the homepage, the com-plete Online Ticket Desk, the timetables and the ‘Whens my Bus?’ page. Take a look at our prototype on Home page with the Buy your ticket box and the Whens my Bus? box 28
  29. 29. The first page of the Online Ticket Desk where the suggestions with the main bus station are shown when you start typing in the field.When you click the ‘map’ icon, the map appears on top of the page. Search for a location and the maptells you the closest bus stops. 29
  30. 30. The second page of the Online Ticket Desk. Look at the journeys that applied to your search. Click the ‘i’icon for more information about a journey.The third page of the Online Ticket Desk. Select your ticket type. See more information about a certain typeby hovering over the ‘i’ icon. 30
  31. 31. 6. EmpiricalEvaluationsAn overview of the user tests. How did we prepare the user tests? What were the results? 31
  32. 32. The testDuring the empirical evaluation we did the user test with 5 participants. A test took approximately 45 minutesper user. We arranged every participants in the week before the test, using time slots. This way we were ableto take our time per participant and the participants didn’t have to wait for us to be done with the previoustester.Results tasksTask 1: Look up the times for a bus closest to 7:30 AM from Dublin Busaras to LimerickFor this task, we wanted the users to use the timetable function. All of our 5 testers used the Online TicketDesk and filled in that they want to buy a ticket from Dublin (Busaras) to Limerick.This shows us that people usually use the journey planner to see what time the bus leaves. They seemunaware of the timetable function or they prefer not to use this function.Task 2: You want to take a bus from Limerick. Find the bus stop closest to you. You are in WilliamStreet.Most of the testers were confused with the phrasing of the question. When they tried to complete the task,they used the Whens my Bus or the Online Ticket Desk functions. We were hoping that they would find themap function on the first step of the Online Ticket Desk. Eventually, 2 of our testers found the map. The mapicon was not clear enough. The testers didn’t recognize the icon.Task 3: Buy a ticket from Dublin to Limerick around 11:30 on the 26/12/12 and a return ticket for thefollowing day. You are a student and you are travelling with an adult.Every tester was able to complete this task, with a couple of problems along the way:- When they used the Buy your ticket function on the home page, they were directed to the first page of theOnline Ticket Desk, where they had to fill in their information again. Some of them were annoyed by that.- The Return Journey button was not immediately recognized by all the testers.- For 2 of the testers it was not clear what ‘departure’ and ‘arrival’ meant in the first step of the Online TicketDesk.Task 4: Buy a ticket for 2 adults and 2 children on 26/12/12 from Dublin to Limerick.For this task, we wanted the testers to use the family ticket. For 2 children and 2 adults it is cheaper to buy afamily ticket instead of a separate ticket for each person. Only one of our five testers found the family ticket.Every other tester just selected 2 adults and 2 children. This shows us that the family ticket is not visibleenough for people to notice this option. 32
  33. 33. Task 5: Find out the arrival times of your next bus. Your bus route is 304 and your stop is Bus StationinLimerickFor this task we wanted the testers to use the Whens my Bus function to find the real time bus information. Itwas not clear enough what the difference between the timetable and the Whens my Bus function is. Testerswere not aware that Whens my Bus contains real time bus information.Task 6: Buy a single tickets for 2 separate journeys on different days.- From Dublin to Limerick (main station) on the 26/12/12 at 8:00.- From Limerick to Dublin (main station) on the 26/12/12 at 12:00.For this task we wanted the testers to book 2 separate tickets in one transaction using the ‘Plan another jour-ney’ button. 4 out of 5 testers did not find this button and booked one journey and then went back to the startto book the other journey. The ‘Plan another Journey’ button appears when you add the first journey to thebasket. This button was small and could only be seen when you scroll down the page.Results questionsBefore the testHow often do you travel with Bus Eireann?All of the testers have travelled with Bus Eireann before. Two of them travel with Bus Eireann once or twice aweek and the other 3 testers travel with Bus Eireann a couple of times per year.Have you ever used the Bus Eireann website before?All of the testers have used the Bus Eireann website before.Have you had any difficulties with the Bus Eireann website before?Some of the testers had problems with the Bus Eireann website before. Mentioned problems were:- Have to open a PDF file to see the timetables- Having to enter too many details for a booking- Missing real time bus information- It’s hard to navigateAfter the testWhat did you like about this website?- Testers found the website easy to navigate. Testers found the menu very clear. On participant mentioned:“The website is well laid out and very straight forward. A real improvement!” 33
  34. 34. - A new function that they liked was the option to print a journey. They were pleased with the Whens my Busfunction which was already an existing function but we made it more visible.- One tester commented on the different returns and single ticket that you can choose. He was very happywith that.- The testers were happy with the layout of the Online Ticket Desk because of the use of clear buttons, big textand different coloured text for important information.Did you have any problems during the test?- In the process of buying a ticket, testers had to fill in certain information twice. This took time and some of thetesters were frustrated by that. Buying a ticket took longer that they wished it would take.- Some testers commented on the fact that you sometimes have to scroll down to find important information.This makes it hard to find. Important functions should be more visible and higher up on the page.Would you like to add any other comments?- One tester suggested a mobile friendly app with real time GPS information.- One other tester suggested to add more payment methods, for example PayPal. 34
  35. 35. 7. Overview ofresults 35
  36. 36. Positive feedbackThe participants were very positive about some parts of the prototype:- Testers commented that the Main Menu was clear and easy to use.- When testers used the map function, they were able to find the locations searched for. They were very posi-tive about this tool.- The steps of the process were clear and visible. Testers commented that it was clear where they were in theprocess and how long it would take before they bought the tickets. Testers commented that the site was “clear”and uncluttered.- The steps of the process were clear and visible. Testers commented that it was clear where they were in theprocess and how long it would take before they bought the tickets. Testers commented that the site was “clear”and uncluttered.Room for improvementThere were also a couple of features on the prototype that could be improved, according to our test results.Disruption of the flowWhen you fill in the ‘Buy your Ticket’ function on the homepage, you go to the first step of the Journey Planner,where you have to fill in the same information again. This disrupts the flow. Possible solution The “buy your ticket” widget on the homepage should save your information and immediately show you the possible bus journeys (the second step of the journey planner).InformationSome of the functions were insufficiently marked. For example, the “Plan another Journey” was not visibleenough and users had to scroll down to find the option. This led them to miss it and return to the homepage tobook another journey, making their process twice as long. Possible solution The Plan Your Journey option will be more visible and prominent. All the vital information will be acces- sible without scrolling.Inconsistency (1)The “i” information icons operated differently on different pages. In the ticket buying options list, the iconshowed ticket information (eg. what a family ticket is) when you hovered over the icon. In the ‘journey over-view” page, the “i” had to be clicked to reveal information. This was confusing for some testers. 36
  37. 37. Possible solution To solve the information icon confusion, we can make two “I’ icons that do not look too alike. (There is too much information to have the hover function work for both “i” icons). The detailed information bus icon will now be a “see every bus” icon and the “i” on the ticket function will remain a classic “i” icon and have a hover function.Inconsistency (2)When filling in the date of your journey on the homepage, you have to choose your date from different drop-down boxes. When you do this in the Journey planner, you can choose your date in a calendar widget. Thisshould be consistent. Possible solution The calendar widget will function for all date choice options, because it is quicker to use and you can see which day is on which date.Inconsistency (3)It was not clear enough what the meaning of some of the functions were. People confused “When’s my Bus”with timetabling information. “Whensmybus” offers real time information. This was often not recognised by thetesters. Possible solution Timetables will remain timetables and the “Whensmybus” feature will become “Real Time Busses”.Inconsistency (4)Although people were happy that the timetables were included in the website instead of PDFs, they were dif-ficult to understand. Possible solution The timetables could be redesigned to be read like the old PDFs but on the webpage, as people are used to this format. 37
  38. 38. 8. Lessonslearned 38
  39. 39. Heuristic evaluationScenarios are really helpful at mapping the user flow. Simply numbering the stages that the family wentthrough for example, gave valuable information as to the complexity and timing of a task without any errors.Using the 10 heuristic was useful to recognize problems on the website as it is difficult to ensure that youcover all areas. It also allowed us to group our problems and to see where redesigning one function may over-lap and solve problems in other areas. It is a quick way to begin discussions about the design and requires noadvance planning.Disadvantages:This method doesn’t involve the real users! Moreover, some problems occurring when the system is used inthe real work practice and context cannot be highlighted by expert evaluators.Paper prototypeThe paper prototype was a quick and easy way to visualise our redesign. The use of paper meant that wecould quickly sketch and modify any changes that needed to be made. It enabled us to visually have a bet-ter understanding of user flow. Having a physical prototype opened up further discussion of the design andproblems we encountered. The paper prototype allowed room for error before progressing on to the mediumfidelity prototype. It helped us improve our approach in addressing the issues users experienced whilst usingthe site.Medium fidelity prototypeOur medium fidelity prototype was very useful during the evaluations because it had the look & feel of the BusEireann website. The users really experienced it as the real website. This is something to look out for too: be-cause they experienced it as the real website, they forgot that this is a prototype and that not all the functionsare working.This prototype gave us a good view of the flow of the website. How is the flow of using the Journey Plannerand buying it ticket? Could we improve it even more? This prototype helped us answer those questions.EvaluationBefore testing the prototype, we had arranged for people to come meet us at specific times to do the test, thiswas helpful in the sense that our time was efficiently spent.Common errors that occurred during the tests were to due to people thinking that the prototype was afunctioning website. In the future we would clarify that it is only a prototype.During this process we gathered a lot of information through note taking, audio and screen capturing, all of thisdocumentation let us look back at the tests and have an accurate account of each one. Questions andfeedback were also very helpful giving us a better insight into the users experience. 39
  40. 40. 9. Conclusion 40
  41. 41. What we set out to doWhen we looked at the website, we decided that the basic functions of buying tickets, plan-ning where to go and when were somewhat difficult to achieve.So, we attempted to redesigned elements of the site, we focused the process of planning the journey, buy-ing a ticket and searching timetables. Overall we wanted the users of the site to experience a clear and easypathway to getting to where they wanted to go and to get the information they needed.What we didWe started our research of the Bus Eireann website with a heuristic evaluation, where we did an expert reviewof the website. After that, we wrote several scenarios of different kinds of people with different goals using thewebsite. With the conclusions of this research, we developed the paper prototype. After that we developed ourmedium fidelity prototype, which we used for our user tests.How it turned outThe project was rich in information making it a valuable learning experience. Our medium fidelity prototypegave us an excellent insight into potential usability problems can be detected at an early stage beforedevelopment is complete. We have understanding of the users’ expectations and impressions of the system.Through documentation and observation of tasks being performed we gained a better insight into formativeevaluation.What we learnedApart from the specific design issues highlighted in the report, we learnt a few key lessons in the process.During testing it was obvious that what is clear for the designer is not always clear for the user and the usertesting is really helpful to identify blind spots.The stages of prototyping really helped clarify what needed to be changed as we had many discussions aboutwhat language to use, what makes a good icon, and what the user needs to know at each stage of the pro-cess. We learnt that users can vary with feedback and methods of achieving tasks so using a few differenttypes of users can be useful for drawing hasty conclusions.What is the next stepThe next step we would be addressing our feedback and common errors that occurred in the test and resolvethe issues. We would then implement the solutions that we came up with. Once improvements have beenmade, we would evaluate the new version of the website in a second medium fidelity prototype. 41