The document provides details about preparing for a usability test of the EnterpriseCarshare.com website. It discusses reviewing materials from class like an outline and video that explained how to conduct a usability test. It also mentions meeting with the professor during office hours to ask questions. The document then outlines four tasks that were completed as part of the usability test, including determining Enterprise Carshare's presence at a university, calculating rental costs, determining if parents can pay for usage, and reviewing liability responsibilities. For each task, it describes the steps taken to complete the task and any issues encountered.

1. Abby Lewey
Web Publishing
Spring 2019
March 1, 2019
Usability Test for Enterprisecarshare.com
Test Preparation
I prepared myself to produce two usability tests on EnterpriseCarShare.com by
understanding what a usability test performance should be like. Something that really helped me
start my research was the outline that professor Lamer gave us in class which told us exactly
what we needed to start this assignment. I also came in during office hours to ask some questions
that I was confused on. In class, we watched part of a video known as Steve Krug’s Usability
demo that lead me to understand more in depth of what conducting a usability test would be like.
This video was full of information, such as what information to use and also the steps it takes in
order to form this research paper. In the video, Steve mentioned several things in the demo video
such as “I clicked on….” and I will then click on this…” and explains every single thing he is
doing in order to get the information that the tester provided. This video not only explains what
he is doing, but we are able to see, hear, and put ourselves in his shoes in order to respond to any
questions that the user may have during the usability analysis. After the video, professor Lamer
handed out a sheet called, “Things a Therapist Would Say”. This worksheet showed me different
ways to respond if the user would have questions during the test and helped me gather my
information advancing to the usability test. Preceding to the test, I walked through the task
myself and recorded everything that I did, and any difficulties I had faced.

2. Initial Site Thoughts:
As I got to the website, I already had a great idea of what this website was about based on
the last assignment that I did in class. This site basically gave me a better idea of what the site
actually did. For example, as I looked around I could infer that the website was a rental car
company. I was shocked by how neat and organized the site looked. There were many navigation
tools on the top of the page as well as the Menu button on the top right of the page which looked
easy to find the things that I needed. Based on this website I believe that I could make an account
and make reservations and even look at cars without an account. Unfortunately, the site had
some difficulties with accepting new users to the website which was a bit confusing to me.
Task 1:
Before testing out the test, I found myself on a nice comfy couch on the 1st floor of
Millikan Hall to start my test. I chose this location because I do most of my homework in the
lounge after classes. After starting this test early in the morning, the lights were dim, kids were
beginning to walk to class, and janitors started to vacuum the lounge. I managed to get distracted
by the loud noise of the vacuum, but continued to my paper. The first task that I had was to
imagine that I’m considering to transfer to Saint Louis University, but I don’t want to have a car
on campus. I’m looking into how well Enterprise Carshare can meet my standards. The first task
was to determine the size of Enterprise Carshare’s presence at Saint Louis University and find if
they have service there and how many cars are available. After arriving to the page, I clicked on
the menu button on the top right corner of the page, clicked Universities and then the Find
University button. I was directed to the bottom of the page which made it super easy to navigate.
After typing in Saint Louis University, I had a problem with the loading content on the page. I
had to refresh the website 3 times in order to finally get onto the page which was a bit annoying.

3. When I approached the page, the first thing I did was look around the page itself, exploring the
content, without clicking on any other buttons to another page. As I was exploring, I found that
there is a location close to the Saint Louis University that has many services available. I first
clicked on Rates & Fees tab at the topic of the page and then scrolled half way down the page.
As I scrolled down the page there were physical/ liability protection services and rates, as well as
more services listed in bullet points such as fuel, and 24/7 member assistance support. One of the
issues I had with this site is that I didn’t think that the services would be under the Rates & Fees
tab of the page. I found myself clicking around and looking through the opportunity section on
the page before viewing the actual rates and fees tab to find exactly what I needed to complete
this task. Continuing onto the For the amount of vehicles available, I scrolled all the way to the
bottom of the page where there were several navigation links to the rest of the site. However,
under the Quick Links section I clicked Our Vehicles. On this part of the site, there’s a list of 6
different car styles to choose from such as Sedans, SUVs, Hybrids, Luxury vehicles, Pickups &
Cargo Vans, and electric vehicles available.
Task 2:
The next task was to “determine the total cost of securing a vehicle for three hours on a
weekend that you plan to drive 100 miles and include the application fees, membership fees, and
usage fees.” The first thing I do is click the Menu button at the top right corner and click on
Universities (Saint Louis University) and click the Rates and Fees tab. From there, I hover my
mouse over the “One-time Application fee” which was $20.00 but waived off. The annual-
membership fee however was dropped from $50.00 to $10.00. Below the Fees, I see the hourly
rate of the vehicle which is $7.00. I then pull up a calculator on my computer to figure the
calculations. I took the hourly rate ($7.00) times the number of hours using the vehicle (3 hours)

4. plus the annual- membership fee ($10.00) and then add which comes to a total of $31.00.
According to the Enterprise CarShare, the first 200 miles per day are included in your rental
agreement, although the additional miles are $0.45 per mile, and age restrictions may apply
depending on the type of vehicle. The only issue I had was making sure that I had the right
numbers on the site so it took me approximately 2 minutes to make sure that I was on the right
page, find the numbers, and calculate the information. There is also no weekend rates in the Saint
Louis University location unlike other locations that are out of state.
Task 3:
Task 3 read “Assume your parents will be paying for your vehicle usage. Is that possible?
How will your account be charged each time you use a vehicle? How and where you will track
your vehicle reservation history.” The first thing that I did is go to the menu button on the top
right of the page and clicked the FAQ link. I then searched in “Can parents pay for vehicle
usage?” and nothing popped up. I then went to the menu section on the left top page again, went
to Universities and typed in Saint Louis University. Next, I scrolled to the bottom and under
“Member Responsibilities” I clicked on “Review our Member Policies”, hoping for some more
information. As I scrolled half way down the page, under the Billing section, I came to
confirmation underneath the “How do I pay?” tab that you cannot pay for someone else’s vehicle
usage. If your parents are paying for your vehicle usage, you must have a major credit card in
order to be charged. The credit card saved must be in the name of the primary account
reserve/holder. For information about reserving spots for Enterprise, after scrolling more on the
Saint Louis University tab, there was a “See How Enterprise CarShare Works” header with a

5. bunch of videos. I then clicked the Reservations section on the video slide. After watching the
video I found that in order to track your vehicle reservation history, you must sign up and then
login online your member ID and password with either a desktop or mobile device. Using your
account, you should be able to reserve a time and date for yourself that you are able to cancel 3
hours prior from the reservation time pickup. You are then able to choose a car and then an
automatic geolocation map will pop up to fin the vehicle closest to you. The desktop browser and
the mobile app allows you to do the following: Automatic geolocation to find vehicles closest to
you, create, modify or cancel reservations view current rental or extend your reserved spots, and
upload gas receipts. However, I ran into an issue where the site is not clear on how you can track
your reservation history and there was no information on that source after multiple attempts of
searching the information and even watching the reservation video.
Task 4:
Task 4 states to, “Determine your liability responsibilities if the vehicle you use is
damaged while you are using it.” Once again, I am under the Saint Louis University location.
From there, I scroll halfway down the page to a section called, “Physical Damage and Liability
Protection”. As I am looking around, I see that for ages 18-20, the member is responsible for the
first $500.00 of physical damages or loss of parts of the vehicle. As for the liability, Enterprise
CarShare will extend the liability protection to the state minimum required amount for those
members around the ages of 18-20 who do not have their own insurance. For members, 21 and
older, the member is held responsible for the same as someone who would be around the 18-20
year old range. Something I thought was off is that they had two different age ranges with the
same physical damage and liability rules, which lead me to believe that they should have
combined the two ages together, such as ages 18 and older. Below is a screenshot to understand

6. completely, that the two protection and damaging, is the same within the two ages, so why not
say 18 and older instead of two separate ages?
Choosing Participants
Tester 1: Evelyn Aguilera
The first tester that I chose to use to conduct my usability field testing analysis is a 19
year old female by the name of Evelyn Aguilera who goes to Northwest Missouri State
University as a full time student for Music education. Eve practices the Cello in the afternoons 3-
5 times a week. She spends most of her time practicing and watching her favorite shows such as
The Office and Supernatural. Eve also happens lives on the same floor as me in Millikan Hall
She uses 4 or more hours according to her phone social media tracking app and on weekends, she
uses 3 hours or less. Eve doesn’t have much time in her free time due to always being in the Fine
Arts Building, practicing but she finds time to use social media mostly every day. Eve considers
herself to use social media for a split of 75% while her browsing would be 25%.
I believe that this person makes a reasonable tester due to the fact that Eve is a very
intelligent person and outgoing person. She is always someone who has been super curious and
isn’t afraid to ask questions. She also took the time out of one of her busiest school days to help
me with my field testing. She told me that any surveys or usability tests would be something that
she enjoys to do in order for me to get the best information that I can receive possible. I felt like

7. it was also reasonable to get another college student to help me gather information. We are
friends but not best friends. We both are so different from each other and somethings disagree
when it comes to point of views for different topics. That’s what makes her such a great
candidate for this assignment. Another good observation is that Eve would be a new user to this
type of website which may lead to more information.
Environment for Tester 1:
Location of test:
Before beginning the actual tasks, Eve, lead me into the 2nd floor lounge of Millikan. Eve
says that this is the place that she studies and does all of her homework. She says she feels that
she can focus better if she’s in a room, although she can get distracted easily.
Physical Environment:
As we arrived to the lounge, there were several distractions present such as some of her
friends, and other members of the Millikan second floor, music, the sound of text messages, and
snapchat notifications. The lighting in the room was bright florescent lights in a warm
environment Furthermore, as we got started, I asked permission for her interview. She proceeded
sit on the couch and prop her feet up on a stool in her study/ relaxed state.
Technical Environment:
Eve used the HP school assigned laptop to get to the task, using a google chrome
browser, using the schools Wi-Fi (NWMSU_secure). I asked her to go to
EnterpriseCarshare.com and she managed to type in the whole URL using the URL button on the
chrome browser. She had no add-ons on her chrome browser, but there were several other tabs

8. present, such as Netflix, and her northwest email. On her window toolbar at the bottom of the
page were some open tabs of word documents, files, and sticky note apps.
Choosing Participants
Tester 2: Bee Phung
The second tester that I chose was a 19 year old female foreign exchange student by the
name of Bee Phung. Bee is originally from Hoi An, Vietnam. Bee is continuing her studies here
in Maryville, Missouri here at Northwest Missouri State University for all four years as a
business major. Bee is involved in the International Foreign Exchange students organization and
wants to be involved in intermural tennis as a sophomore next year. As an occupation, Bee
considers herself a full time student here at Northwest Missouri State University. She doesn’t
have much free time, but when she does, she enjoys cooking in the 1st floor Millikan Kitchen,
journaling, and watching tv.
I believe that this tester would be an outstanding person to interview based on the fact
that she is a foreign exchange student from Vietnam and there is a language barrier for
communication as she studies here in the U.S. Bee also has no experience with navigating a
Carshare website so it would be interesting to see what types of questions she comes up with the
future tasks given. Like Eve, Bee also chose to help me further my research for this assignment
out of her busy schedule. Both Eve and Bee are different from each other based on
characteristics, personalities, and internet exposure. For example, Bees split for social media is
20% while her browsing is 80%. Bee hardly uses her phone and stays off of social media,
because she’s actively happy without it as she states. It was important for me to find two people

9. with different personalities and internet exposures in order to see what problems they may face
and how different they are from one another.
Environment for Tester 2
Location of the test:
The location of the test took place here in Millikan hall at approximately 6:00p.m. in the
first floor lounge near the kitchen. Bee happened to choose this location based on the fact that
she loves to study as well as cook in this area. She feels like she can focus better on her studies
better in this room. While prepping for the interview, bee on the cushions near the table and
proceeded to follow my directions as we started the interview.
Physical Environment:
The physical environment took place with bright florescent lighting, and a warm, cozy,
and friendly environment full of the aroma of food where Bee was making her dinner, music that
was playing low, and chatter from different people entering the room. Later in the observation,
several people were loud during the interview and someone’s phone constantly went off.
Technical environment:
Bee used her HP- School assigned laptop to follow each of the tasks given for this
interview using the schools Wi-Fi (NWMSU__Secure). She also used her chrome browser which
had several bookmarks such as games, Quizlet flashcards, and even the TurnItIn browser. She
had some add-ons at the top of her chrome browser such as Dish Network, Netflix, and a
Screenshot add-on which didn’t have a name after hovering the mouse onto it.

10. Test Results
Initial Site Thoughts:
After instructing Eve to go to EnterpriseCarShare.com, she instantly started to look
around curiously mumbling under her breath. I then proceeded to ask her “What do you see?
What’s interesting and strikes you?” She instantly started naming off what she saw about the
website. Eve stated, “Looks like… I’m not sure... It looks like something that you can’t do
anything unless you’re a member?” She speaks again after a moment of looking around. “The
site is well organized, and looks like some sort of Rental Company for traveling. It looks simple
to navigate to. It’s stylish and sh**.” Eve proceeded to ask some really good questions such as,
“How did they make this site? It’s so easy to navigate?” and “Do you think I’ll find what you’re
looking for interview wise?” I then began to tell her that we are testing the site and not her
specifically. I also told her that some of the questions that she asks, I may not be able to help her
right away. Eve immediately was relieved by my responses to her question and we began the
tasks.
As I interview Bee, she types in EnterpriseCarshare.com. She then scrolls around and as
I look over she has an unreadable look on her face. I ask her, “What are you thinking? What are
your thoughts on this website?” She replies, “I think you that this site is pretty easy to tell what
you can do on this website. It looks like… you are able to rent and car, reserve or claim a car
and then become a member.” Bee then asks a question. “Do I need to become a member in order
to find the material I need for this task? I answer her, telling her the information should be
available without a member of Enterprise Carshare. She is then relieved, and continues to view

11. the site. She goes on and states, “The website is so neat and organized and I am excited to look
around and get started.”
As each of the testers got on the site there were many similarities and differences. The
first thing that Eve and Bee noticed was the organization of the website. They both saw that the
website was neat and easy to navigate around. Another Similarity was the videos on the website,
when they both saw the How it Works tab. Neither of them wanted to watch the videos, at all or
all the way through. However Bee managed to watch only the material that she needed,
continued and completed the tasks. A difference between the two was that Eve was also the type
of person to ask if she was doing the task right, or if “that was what I needed”, while Bee was the
type to dive into the material with less questions which is what made them different from one
another.
Task 2: Determine the size of Enterprise Carshare’s presence at Saint Louis University: Do
they have service there? How many cars seemto be available?
Tester 1( Eve) Tester 2 Average
Average
Satisfaction:
4 3 3.5
Success rate: 100% 100% 100%
Highlights:
1.) The Testers were confused where to find the size of Enterprise’s presence at Saint Louis
University. Both testers were not sure where to locate the presence. The testers scrolled

12. up and down, the page looking for the answer, and even switched pages. After attempting
the testers found the location
2.) The testers also had some loading issues with the first test and it took multiple attempts
for both of them to load pages even after interviewing a day apart. Both testers almost
decided to skip the test and tell the front desk of Millikan the internet situation, but
seconds before, we got back on the site.
3.) After completing the question, both testers had issues navigating to the “Our Vehicles”
link. They thought that they could click on the navigation bar to find the answer they
were looking for. It was frustrating for them to find this answer, only to find it at the
bottom of the page under Quick Links by the FAQ link that they also couldn’t find.
Biggest Problem:
The biggest problem that each of the testers had was finding the presence of St. Louis
University. As said in the first Highlight, each of the testers had a difficult time finding the exact
answer to the question. They scrolled up and down the page looking for an answer and clicked
on multiple tabs in order to seek an answer. Below is a screenshot of the area that they should
have been looking at (Screenshot 1) versus the pages that they clicked on (Screenshot 2)

13. Tester 2 started out on the location page of the paper, and continued to scroll down the
page, as well as tester 1 when she first started. After tester two scrolled down the locations
section, she narrated and navigated that she was going to the Opportunities tab (shown in red).
She then led me to the second screenshot above and clicked on Search of opportunities in your
area which lead her to a pop up tab in the chrome browser. She quickly figured out that that
wasn’t what she wanted, clicked the “x” on that tab and returned to the original location tab that
she was on. Quickly, tester 2 began to get frustrated and attempted to give up. She began to look
a bit longer and I hinted her to go back to the page (location) that she started out at and to look
super hard. She then realized that the whole time the answer was in front of her and completed
that section of the task.
Alignment to Heuristic: User control and Freedom
The heuristic that that was most relevant to the task results for task one was “User
Control and Freedom “ which typically means, when testers state, “Oops wrong link/ let me out
of here!” As stated above, the biggest issue for this task was trying to find the presence of the
university. Tester 2, Bee expressed her frustrations after not being able to understand where to

14. find the location information. She was overlooking the information and ended up clicking on a
source that lead to a pop up browser tab. She then took an “emergency exit “which caused her to
have to relocate the page that she was on from the beginning of the task causing her to lose the
data of what university she was using and had to redo some of her actions in order to continue
her task. It was difficult and frustrating to the tester to get back to the website that she was on
previously and she mentioned, “I hate having to redo things after I just did it…” and shortly finds
herself back on the university tab for Saint Louis University.
Task 2: Determine the total cost securing a vehicle for 3 hours on a weekend that you plan
to drive the vehicle about 100 miles (Include all application fees, membership fees, and
usage fees.)
Summary for both testers:
Tester 1( Eve) Tester 2( Bee) Average
Average
Satisfaction:
3 2 2.5
Success rate: 100% 75% 100%
Highlights:
1.) The Testers were unable to find the weekend plans, which caused them confusion for the
task. Tester 1 (Eve) both figured that they were in the right spot after being in the Rates
and Fees section and figured out that the weekend plans don’t exist by checking out

15. another location in New York. The testers however couldn’t find the weekend plan for
Saint Louis University.
2.) The testers both thought that the 100 miles had to be counted and later saw that the 200
miles are included. In their reports over task 2, Tester 2 (Bee) asked if the additional
miles had to be included with the cost. She explained, “This is so confusing. I know that
they plan to drive 100 miles, but what if they accidentally go over? Am I thinking too
much?
3.) Both testers had issues finding the membership fee. The outlined interview paper had the
annual membership fee labeled as “membership fee” which threw them both off when I
asked the question. They both assumed that it was the “Annual membership fee” after
looking for a while to find the exact name.
Biggest Problem:
Overall, each tester did a really good job going through task 2 considering most people
have some issues with the math portion of this section. I had to actually really dig up some issues
for this task. However, I believe that the biggest issue for this portion of the paper was that the
testers couldn’t find the weekend plans for the task. This part of the task caused lots of confusion
for both of the testers as they struggled to find the answers. Tester 1 (eve) figured out that the
weekend plans didn’t exist for Saint Louis, although they appeared in other bigger cities such as
New York after further research on the site. Eve stated, “I knew that it should have been in the
rates & Fees section, but it was missing it for some reason so I wanted to compare websites from
another university. (NY University) ” Tester 2 (Bee) however, skipped this question after the
frustrations of not finding the information that she needed. However, she did complete the rest of
task 2’s questions. Tester two told me that this task was very unsatisfying and she wished that the

16. question didn’t seem so tricky, however she said that the task purposely was to trick us into
navigating the website to better understand it.
Below are some screenshots to see how the rates were set up in Saint Louis (Screenshot 1) versus
other cities like New York (Screenshot 2):
Screenshot 1:
Screenshot 2: Enterprise rates do apply during the weekend as well.
Alignment to Heuristic: Consistency and standards:
This heuristic states that users should not have to wonder whether different words,
situations, or actions mean the same thing. This heuristic often leads to testers to wonder, “Seems
familiar, makes sense.” This allows me to think that the heuristic fits the biggest problem that our
testers had. For example, Eve figured out that the weekend plan didn’t exist. She went back to

17. the Rates & Fees tab where she thought she would find the weekend plan since the daily, hourly,
and other rates would be. I believe that it’s true that users shouldn’t have to wonder if there’s a
daily rate or not or where they would be located. The website definitely could have specified that
this university didn’t do weekend rates and etc. In order to build a good website it’s important to
stay consistent because that keeps a user entertained in a website. If a user finds what he/ she is
looking for, there would be one happier customer. Both Bee and Eve decided that if the weekend
rates were available, they should be listed with the rest of the rates in the Rates & Fees section of
the navigation panel.
Task 3: Assume your parents will be paying for your vehicle usage. Is that possible? How
will your account be charged each time you use a vehicle? How and where will you track
your vehicle reservation history.
Summary for both testers:
Tester 1( Eve) Tester 2 (Bee) Average
Average
Satisfaction:
4 4 3
Success rate: 100% 100% 100%
Highlights:
1.) The Testers had issues understanding the question stated, “Assume your parents are
paying for the vehicle usage, is that possible?” Each of the testers had an issue with
finding the question. Tester 1 (Eve) immediately went to the FAQ’s section at the bottom

18. of the page and asked “Can parents pay for your vehicle?” Eve then typed in “vehicle
usage” and neither of the keywords popped up. After a while thinking, she decided to put
a key word in the search engine, “Payments” which popped up with the information that
the card must have the account holders name (The person purchasing the vehicle with a
trustable major card.)
2.) The second issue the testers had was coming up with an exact answer of how the card
was charged each time you used the vehicle. For example, Eve went down the How It
Works tab and saw a few videos about payments. The first thing she said was, “I don’t
have the time, energy, or patients to watch videos right now.” And scrolls to the FAQs
link at the bottom of the page. She had some issues finding a direct answer on the facts
page until she decided that the video was her only option
3.) The third issue was like the second step but with the reservation part of the question.
Testers were asked to how and where to track reservation history. After going to the
FAQ, the tester was able to find some information on the source.
Biggest Problem:
I would have to say that the biggest problem for task 3 would have been the second
heuristic. “The second issue the testers had was coming up with an exact answer of how the card
was charged each time you used the vehicle. For example, Eve went down the How It Works tab
and saw a few videos about payments. The first thing she said was, “I don’t have the time,
energy, or patients to watch videos right now.” And scrolls to the FAQs link at the bottom of the
page. She had some issues finding a direct answer on the facts page until she decided that the
video was her only option” This was a constant issue for both of my testers for this assignment.
Tester 1, Eve didn’t like that even though the videos were seconds long, she didn’t want to take

19. the time to find the information that way. She then found another way to gather the information
by using the FAQ link at the very bottom of the page. Tester 2, Bee also didn’t want to watch the
video but came to conclusion that watching the video gave her everything she needed in order to
complete the rest of the task. Either way, the two testers found their information but it would
have been easier for Eve to find more of the information that she was looking for by watching
the videos that gave further detail rather than to view the FAQ’s page.
The second screenshot is the steps that tester 2, Bee took to get her results. Not only did
the videos have more information in them, but these were also short cuts, unlike Eve, who took

20. the route of a few extra clicks in order to get her results. Either way would be an efficient route
to use, but Bee’s was definitely a quicker result as Eve had issues with keywords.
Alignment to Heuristics: Flexibility and Efficiency of Use
Although both users are inexperienced with the website, after the amount of time that
they spend looking around as each task was completed, they gained more knowledge. This
heuristic explains accelerators is unseen by a novice user to cater a specific task, for example,
drop down menus. For example, tester 1, Eve went through the drop down links in order to get
down to the FAQs link and then had to type in her keywords which was a “long drawn out
process”. Tester 2, Bee however found her website someone quickly after scrolling down to the
“How It Works” section. Bother testers wished that they didn’t have to scroll or click through so
many pages in order to get what they were looking for. Flexibility & Efficiency Use allows a
user to do more or less. For example, a filter or sorter that was added to allow the user to see
specific criteria would have made things so much easier. There could be a specific tab and if you
clicked on that tab, there could be a plus or minus label that showed another field to use without
wasting extra clicks. (Categories and subcategories). Even though the tester both got to their
websites, they believed that having to click or go to each link in order to find what they were
looking for was not an efficient way to make a website and that things could be easier with a few
improvements.
Task 4: Determine your liability responsibilities if the vehicle you use is damaged while you
are using it.
Summary for both testers:

21. Tester 1( Eve) Tester 2 (Bee) Average
Average
Satisfaction:
5 3 2.5
Success rate: 100% 100% 100%
Highlights:
1.) One of the testers were unsure where to find the material.
2.) Tester had some questions on what happens if the damage wasn’t your fault.
3.) Tester was confused why there were different age groups listed (18-21 and 21 &
older) but the same rules apply for each.
Biggest Problem:
I think one of the biggest issues that I came across with task 4 was the tester’s ability to
fully understand the physical and liability actions for this task. For example one of the testers had
question about the damage of the vehicles. The physical damage states that customers will be
responsible for paying $500 of any damages or losses to the vehicle, as for the liability,
Enterprise will extend the liability up to the state minimum amount. Tester 1, Eve asked some
really good questions which was something that made me wonder as well. “What if I total the
car, do I still have to pay the same amount as someone who just slightly dinged the car? Also,
What if I happen to come out of the store, go to the parking lot and my car is scratched up, am I
still responsible then? What will happen? Eve asked multiple questions that would be great to put
in the FAQS location. She informed me that the biggest issue was the damages and liability

22. protection which was the same information for 18 and older, as well as 21 and older. Eve states,
“It would have been beneficial if they had more than just the same cost on the same page, and
maybe had some sort of link or drop down menu for questions on liability. There is a link for
FAQS but I think this is definitely something that should be added for this problem.”
The screenshot below shows that the Physical damages and liabilities are practically the
same thing and raises questions to my testers creating a problem of the difficulty of understand
why there are two different ages present for the same rules. The Physical Damage and Liability
protection is located under the Rates & Fees tab.
Alignment to Heuristic: Aesthetic and Minimalist Design
This Heuristic made the most sense to me in my opinion. Aesthetic and Minimalist
Design states that dialogs should not contain information which is irrelevant or rarely needed.
Every extra unit of information in this dialog can compete with the relevance of the information
and can decline the corresponding visibility. In my opinion this is definitely something that
wasn’t necessary to keep on the Rates & Fees section of the page. I feel like if someone would
have written 18 and older and then listed the information provided in the screenshot above would

23. have been enough. As learned in this assignment this is something that focuses more on the
aesthetic material and is one of the most dangerous heuristics. If the information is not needed,
don’t show it!
Final Site Thoughts:
After diving into the material, at the beginning of the test, Tester 1, Eve instantly started
to look around on the enterprise sight. She said, “The site is well organized and looks like some
sort of Rental Company. Eve was very observant. After completing these tasks, some of Eve’s
thoughts had stayed the same and some of her thoughts changed. She still thought the website
was stylish and appealing to the eyes.
After asking Eve her final thoughts about her experience with Enterprise CarShare, she
had so much to say about her interview experience. “The site definitely had lots of information.
It was a helpful website, but there wasn’t everything I needed. For example, in task 4 when I
asked questions about slightly messing up the car, there is nothing in the FAQs that explain if ill
still have to pay the full amount for damages. The site for the most part was pretty organized and
I could find most things without an issue.”
Eve underwent the first part of her final thoughts with some really good feedback for her
first site thoughts, however there was some negative things that she experienced. Eve said,
“Some of the tasks were a bit challenging. For example, the first task, I honestly didn’t really
know what the question was asking so I really had to think and process everything before starting
the task. If something was difficult, it had to be finding the weekend plan on task two. If I
couldn’t find something, I easily got discouraged, and wanted to quit, but part of me really got
me focused on finding what I needed. I don’t back down easily.” She also compared to the tasks

24. to a scavenger hunt, and how she had to “hunt” to find her answers. “Overall, I would give the
site a 4, meaning good” She says.
Bee had some insights that were the same, and also had a few thoughts that changed after
the tasks were completed, like Eve. Bee had explained that the website was well organized and
the words were straight to the point, in certain ways that she understood. It was important for her
to understand what each of the task were asking as well as understanding what was being said on
the website due to language barriers. She also liked that there were navigation bars across the top
of the page that lead her exactly where she needed to be for her task. However, her final thoughts
changed about the website. There were some things that were hard for her to locate in which she
said, “If I could not find something I got upset and wanted to stop the task, but I kept going.”
Another thing about the website that Bee didn’t like that there wasn’t a search bar at the top of
the page. She stated, “I didn’t like scrolling to the bottom of the page.” Bee didn’t quite
understand the format of the website until she was on it long enough to understand how the
website actually worked.
It was clear that Eve and Bee had some similarities for their final thoughts as well as
some differences. As they both got on the page, they were able to point out the bright colors,
sharp graphic photos, and how organized the website looked overall. However they were both
able to identify the things that bothered them the most. It was clear that each of the testers
experienced not only confusion, but frustration when navigating through some of the tasks. Both
Eve and Bee were eager to find more information on the website and when they couldn’t find the
information they needed they lost some interest in the website.

25. Recommendations to improve user experience:
Single problem being fixed:
Task 2: The Testers were unable to find the weekend plans, which caused them confusion
for the task. Tester 1 (Eve) both figured that they were in the right spot after being in the Rates
and Fees section and figured out that the weekend plans don’t exist by checking out another
location in New York. The testers however couldn’t find the weekend plan for Saint Louis
University.
Problem Improvement:
Screenshot 1- Before Photo
Figure 2: After photo

26. Pictured above is a before and after screenshot of what I would do in order to improve
task 2’s biggest issue on Enterprise Carshare. Since testers were annoyed that they couldn’t find
a weekend plan, I made sure to fix that issue overall. Not only am I fixing the issue overall, but I
would also be adding a “see more” button under each of the rates in order to gather more
information about the product. This task had my testers wondering more about the rates itself and
what else would be available with the plan. Improving the site this way would make it easy to
see the rates as well as a quick link to more information about the weekend rates, hours, and even
just the prices of each in general.
Another reason is that I believed that having the weekend rates for a user would be
beneficial to college students. Most college students commute, or are on campus so it would
make like a lot easier to start having a weekend plan for them like other locations on Enterprise
CarShare. However, Adding the links as well to the site (see more) is an option that users can
click if they want more information about the rates. If you don’t need the info, it wouldn’t be in
the way. The location underneath each rate is beneficial for that matter. It isn’t like an annoying
popup.

27. In conclusion I believe that if we made some sort of improvements with the website that
lead to more information like stated above, I believe that more people would be interested in
what the website has to offer, which also offer a longer stay period for new users. Making these
changes would save users the extra time of having to research or waste multiple clicks in order to
find the information they need.