The document describes a usability study of the Fedex.com website for mailing a package. It identified several issues with the website's displays, search functionality, and demands on working memory. Pop-up windows with additional information introduced high information access costs and memory demands. The site also had poor discriminability between target and non-target elements, resulting in parallel search issues. To address these problems, the proposed design solution was to provide inline help and instructions rather than separate pop-up windows, to reduce memory and attention demands on the user.

1. Mailing a Package
Using the Fedex.com “Ship Manager”
Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 1

2. TA S K A N A LY S I S
Package prep is the hard part...
1. Prepare the Package / Shipment
a. Sign in or One-Time Credit Card Shipment
b. Fill out To address and From address
c. Fill out Package / Shipment Details
d. Billing / Optional Services
2. Print Address Label and Postage
3. Mail the Package not observed, though plenty of problems
Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 2

3. USER STUDY
Having trouble? Too bad.
Credit card help?
way too long to read
another pop up guide?
?
what does all ?
this mean?
no info on dangerous goods
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4. H U M A N FA C T O R S P R I N C I PA L S
Displays, Search, and Memory
• Principals of Display Design & Labeling (Displays: p. 186 – 193, WLLB)
No pictorial realism, high info access cost, low predictive aiding, low
meaningfulness, poor relatedness / sequence of use
• Parallel Search (Visual Sensory Systems: p. 78 – 81, WLLB)
Too many nontargets, poor discriminability, too much visual clutter.
• Working Memory (Cognition: p. 128, 134, WLLB)
Lots of pop ups of information sources require large WM demands
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5. DESIGN SOLUTION
Provide inline help & instruction
3. Package Details ? Help Shipment Details & Rates
* Select a Note: Ground Shipping only supports your own packaging. * Select a Shipping Method.
package type. If you would like to use another type of package,
please choose a different shipment method Most Popular
Your Own FedEx FedEx FedEx FedEx FedEx FedEx FedEx FedEx
Packaging Envelope Tube Box Pack Envelope Ground Air Freight
* Estimate the size of your package (show common sizes)
* Ship Date Today (12/2/2010)
FedEx reserves the right to re-­weigh and measure your package
Weight: lbs Dimensions: Length Width Height in
* Select a Transit Service
Estimate the total declared value (show common values) FedEx Ground $16
4:30pm Mon Dec 6th, 2010
Amount: US Dollars
FedEz Express Saver $37
4:30PM Sat Dec 4th, 2010
* My shipment does not contain dangerous goods. (hide list) FedEx Priority Insured $54
8:00AM Fri Dec 3th, 2010
aerosol sprays car batteries gasoline matches paint
airbags cologne jet fuel nail polish perfume
ammunition dry ice lighters nitrogen solvents
butane lithium battery polish remover and more.
Ship & Print Label »
After shipping, you can also print your receipt,
get your Tracking Number, or cancel your order.
Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 5