The document provides details from a usability test of the EnterpriseCarShare.com website. Two testers, Collin and Justin, participated in the test in different environments and had trouble completing some tasks. For task 1, determining Enterprise's presence at Saint Louis University, neither tester could find that there was only one vehicle available through the interactive map. For task 2, calculating rental costs, the testers struggled to find the pricing information through various clicks. The biggest problem identified was the confusing interactive map in task 1 that did not clearly indicate vehicles available.

1. Brendan Weybrew
Professor J. Lamer
Introduction to Web Publishing
March 11, 2019
Usability Test for EnterpriseCarShare.com
Test Preparation
Preparing for this primary research paper took time organizing, I used new and previous
knowledge of the website while accessing all of the information provided through the handouts
and listening in class. Jakob Nielsen, the mastermind behind the ten heuristics, helps provide a
service to companies looking into usability testing and aligning heuristics to evolve their
companies’ online website. Starting off I drove home from work, and started to organize all of
the materials needed for this paper. Then I went to environment, my room, and started to write.
Front Page Questions
First, I started out by going to my room at my home, then gathering the paper
handouts and my laptop to start accessing the paper guidelines. Starting with “Usability
test script”, a handout from class, I read through and followed along all the answering
questions, like these on page one, my current occupation is Website
Administration/Services, Sign Shop (Northwest Missouri State University), and various
side jobs. Roughly I currently spend forty-nine to sixty-three hours a week using the
internet with the emphasis at eighty percent towards school and then twenty percent
social media.
Initial Site Thoughts
As prompted I opened my Google Chrome web browser, as that is the browser I
will most likely use for the rest of the my life, due to the modern simplicity of its design
and structure, and went to “EnterpriseCarShare.com”. My initial site thoughts on
EnterpriseCarShare.com, are bulky designs, various fonts used all over the front page, the
height of the home page is excessively long, and one could get lost in all of the
information they’re trying to prompt to consumers.
Task 1: Determine the size of EnterpriseCarShare.com’s presence at Saint Louis
University: Do they have service there? How many Cars seem to be available?
Task one started with me scrolling through the landing page and clicking
“UNIVERSITEIS & BUSINESSES”, which is located on one of the available menus
located under the picture you see when you enter the website. After clicking
“UNIVERSITIES & BUSINESSES” the page scrolled further down the webpage to a
search bar label “Find your university or business”, I type in “Saint” and the phrase
“Saint Louis University pops up, I click it. In order to find EnterpriseCarShare.com’s
presence at Saint Louis University I had to scroll down and dissect the map embedded in

2. the webpage, to see that there are various locations to use car sharing services. When I
first looked at this map I thought that these green dots might be stations where you pick
up your car that you plan on renting, when you actually click on the green dot, you can
see that there is generally only one car per green dot, in the screenshot provided (Map
Screenshot) none of the green dots had more than one car, which might cause problems if
you have larger groups of people wanting to car share. Eleven cars were available when
this screenshot was taken, which wouldn’t be very helpful for students who need a car to
do their daily task(s), the student base at SLU is around 13,000 students so only having
eleven cars available for all of the students is quite ridiculous. Services offered by
EnterpriseCarShare.com, require the student to have an .edu email address, valid driver’s
license, and a valid major credit card in their own name (no parents). My satisfaction
level for Task one is two, because the information provided in the interactive map is a
confusing design flaw.
Map Screenshot: This map shows the various locations near Saint Louis University to use
Enterprise Car Sharing services.
Task 2: Determine the total cost of 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.)
Task two had most if not all information needed available on the same page as
task one, located right below the map, which is very helpful for the a user who is looking
to get quick information on the services provided. Currently the one-time application fee
of $20.00 is waived, the annual membership fee of $50.00 is eighty percent off ($10.00,
currently), and hourly rates for Saint Louis University with a standard vehicle is $7.00/hr
and $62.00/day with the option for overnight (6:00pm-8:00am) for $35.00/night. The
first two-hundred miles per day are included in your car sharing experience, after you
reach the limit, there is a $0.45/per mile charge. The charge for three hours on a weekend
driving one-hundred miles should cost $91.00 if there were no discounts, but currently it

3. would cost $31.00 with the discounts. My satisfaction level for task two is a four, this
task was fairly simple and required no clicks from the previous task.
Task 3: Assume your parents will be paying for your vehicle usage. Is that possible?
How will you account be charged each time you use a vehicle? How and where you
will track your vehicle reservation history.
After scrolling down again on the same page as used in task one and two, under
the “Physical Damage and Liability Protection” section you see in small font “Member
Eligibility”, under that a bulleted list with four points is listed. After reading the task,
and not being able to find much information on the subject of your parents being able to
pay for you, you can see that you must pay with a “Valid major credit card in your
name”, the only way to work around this would be for your parents to somehow transfer
you money to your bank with that credit card, or maybe have a join account with either of
them. You are also able to track your vehicle reservation history within the membership
menus or on your mobile application. My satisfaction level for this task is a one, there is
no information that I could find that said your parents couldn’t pay for your balance, but
there is information saying that it has to be your name on the valid credit card.
Member Eligibility Screenshot: bullet points of what membership requirements are at Enterprise
CarShare.
Task 4: Determine you liability responsibilities if the vehicle you use is damaged
while you are using it.
Above “Member Eligibility” there is a section called “Physical Damage and
Liability Protection”, that states ages 18-20 and ages 21-Older have the same physical
damage policy “Member is responsible for the first $500 of any damage to or loss of the
vehicle”, while the liability looks different but is not, 18-20 is “For members 18-20 who
do not have their own insurance. Enterprise CarShare will extend liability protection up
to the state minimum required amount.” While the infographic says “Enterprise CarShare
will extend liability protection up to the state minimum required amount”, which is what
other side said. There is also a few threads in the FAQ located at the bottom of the
website or by search, the pages inside the FAQ generally say the same thing as the
infographic provided and allow members to contact Enterprise if there is any trouble. In
the end I would say that insurance with physical damage and liability protection state that
the member is applicable for fees of the first $500.00 towards the vehicle and possibly
nothing more than that.

4. Physical Damage and Liability Protection Screenshot: This screenshot provides Enterprise
CarShare’s stance on physical damage and liability protection.
Choosing Participants
Tester 1: Collin Barker
Environment for Tester 1
 Location of Test: B.D. Owens Library was location of Tester 1,
Collin Barker. The reason why this location was chosen was
because he could only find the time in-between classes. Collin has
classes every morning from 8:00am every morning to around
4:00pm in the afternoon, with breaks in-between classes.
 Physical Environment: Lighting in the library second floor is
fairly bright florescence lights. A few of the lights above our head
were flickering, which was a slight distraction for the tester. Other
students in the second floor were chatting about various
projects/papers/homework so those were mainly the big
distractions besides people walking by or friends walking by trying
to talk to one of us. Those other students would come and go, sit
at the next available desk near us, talk and leave.
 Technical Environment: For the technical environment, we used
his school computer (Intel Core i5-7th
Gen processor, 1377 x 768
screen resolution), on the school’s (NWMSU) Wi-Fi, Google
Chrome browser. Browser add-ons include: ESPN tool bar,
various bookmarks for accounting information, various widgets
that show weather, Ad-Block, and YouTube Ad Block
Tester 2: Justin Ward

5. Environment for Tester 2
 Location of Test: The location for my second tester was his
apartment which was two bedrooms and one bath, near campus in
a complex of apartments. Everything was very organized and
clean at the apartment, one of the rooms was his bedroom, and the
other was an office space, with a desktop and a laptop computer.
 Physical Environment: Justin has two cats and a small dog,
which surprised me, because it is an apartment and the apartment
was very clean (little to no signs of animals living there, smell and
hair). In his office space there was a computer chair and small 2
person couch. The tester, Justin, suggested that his animals stay
out of his office, so he can keep the room clean, and so he
wouldn’t get distracted during the usability test.
 Technical Environment: Justin had a customized personal
computer (desktop), that he uses for various other online task, and
video games. A dual ore 2.4 GHz (i7 series Intel processor), 16GB
of RAM (random access memory), a TB (terabyte) hard drive, 27in
monitor, Windows 10 operating system, and MSI GeForce GTX
1660 Ti graphics card. We used his desktop since it was the more
interesting piece of technology than the first testing subjects,
school laptop. Google Chrome is Justin’s main web browser and
he had two extensions from google, Ad Block and Grammarly.
Test Results
Initial Site Thoughts
Both testers come from two very different places one is a country boy (Justin)
who grew up in Maryville, and a big city kid (Collin). Justin’s initial site thoughts were
“Very clean and modern ehhh sharp lookin’ ”, “What am I becoming a member of?”,
“How much is this going to cost”. While Collin seemed to be more interested in starting
and completing the task saying “How long do you think this will take again?”, “Is there a
search bar anywhere?”, and “Where you able to find this stuff? Because I can’t.”. While
those were the main differences between the two testers, the similarities between both
testers are much less than the differences, they both wanted help finding random pages
that had nothing to do with the task at hand, during the “Initial Site Thoughts” section
where the testers were asked to view the website for three to four minutes to gain some
perspective of EnterpriseCarShare.com and their services provided.
Task 1: Determine the size of Enterprise CarShare’s presence at Saint Louis University:
Do they have service there? How many Cars seem to be available?

6. Highlights:
1) Tester 1 – During the first task Collin, just like myself struggled to find
out the true presence of EnterpriseCarShare at Saint Louis University.
There could have been a multitude of reasons why he struggled. There was
a facility maintenance crew that kept using the second elevator, in the
back not for student use, they brought ladders, drills, backpacks, and
various other tools. Collin made comments like “Why are they so loud”
and “Do they have to be doing this right now?”. Not being able to help
Collin during this part of the test and point out the answer at this moment
was difficult because it was staring him right in his face, he just didn’t
know he had to actually interact with the map, I will discuss this more
later in “Problem Improvement”. These were the main standout points
during task one for tester one.
2) Tester 2 – During task one Justin’s small dog was scratching at his
office door, trying to get his attention. Justin had to pause the test, to
comply with his dog’s needs, he then took his dog outside so it could
relieve itself. After Justin got back and closed the door, the dog for this
task had stopped scratching at the door. Justin just like the other tester
struggled and couldn’t complete task one, due to a bad interactive map
that Enterprise expected to consumers to just understand at first glance,
they needed to go a step or two further and make it more recognizable.
Both statements said, Justin had to leave in the middle of a Task that was
the lowest success rate of any task I administered between the two.
3) Tester 1 & 2 – Both testers we unable to complete the task with a
success rate of 0% as provided above in the screenshot, and correlating
with the average satisfaction of a one out of five, one being terrible
satisfaction of the task. Both testers were unable to recognize the green
dots on the map were clickable and that when clicked on they show a little
bit of information that could have helped them solve Task 1.
Biggest Problem:
Clearly with the data compiled in this usability test and my results
with these specific testers states that Task 1 has one of the bigger
problems in this usability test, the only other similarly confusing task was
Task 3. The biggest problem with Task 1, clearly the interactive map isn’t

7. making much sense to the common user of a computer. Even when you
click on the Green Dot, located in the screenshot provided, you are given
little to no information unless you are already a signed in member.
Currently with this screenshot below of Saint Louis University, Enterprise
Car Share only has one car available for a student population of 13,000
plus. If that doesn’t sound like a horrendous business plan to you, then I
hope you’re not in the business job market. Enterprise must find a way to
gain more attention in the Saint Louis University market, to have one car
for that many students and teachers is ridiculous.
Alignment to Heuristic: Error Prevention
If the design of this interactive map provided by EnterpriseCarShare.com
was more communicative to the user on how to be interactive and where to be
interactive using basic user experience tools could solve their problem. These
green dots subtly blend into to the similar none popping colors. Whoever can
change this page should do so by fixing the structure of the interactive map. They
need to change the colors of the green dots to red dots of a similar shape as the
pinpoint marker on “Saint Louis University”. Then after the user clicks on the
new red dot tear drop marker 2 different infographics pop up on the left and right
sides of the screen with the location they selected in the middle of both (See
“After Screenshot” in the “Problem Improvement” section below). This solution
would help improve the usability of their website by allowing new users interact
with their service.
Task 2: Determine the total cost of 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.)

8. Highlights:
1) Tester 1 - After prompted to start the second task, Collin started to
click around the task bar that hovers above the image of a campus. He
clicked “HOW IT WORKS”, “OPPORTUNTIES”, and finally
“RATES & FEES”, after being dragged up and down the page from
clicking the task bar he finally found the information needed to
complete Task 2. Collin said “The only reason I’m not giving it a 5
for satisfaction is because it made me click around the screen moving
up and down with each click”.
2) Tester 2 – Justin had a different approach to finding the rates, he
scrolled all the way to the bottom, and clicked “FAQ”, and he then
clicked “Membership” labeled in a green font above the search bar in
the FAQ. After clicking “How much does it cost?” under the
“General” section, he saw a hyperlink labeled “program page”. Which
took him to a different webpage provided by EnterpriseCarShare.com,
where you can either search or scroll and find you city/area to find
current prices geographically. Almost clicking “St. Louis”, instead of
“Saint Louis University”, when he stated “Oops, I’m supposed to go to
Saint Louis University right?” he then scrolled down to find
“Missouri”, in the “University” section of the list. In that section there
were seven other locations in Missouri, he clicked on “Saint Louis
University”, then provided me with the same information not only I
found, by the other tester had also found concluding Task 2.
3) Testers 1 & 2 - Both testers had slight to minimal problems with Task
2. Justin’s main complaint was “It took me like 300 clicks to find out
that! Weren’t we already on this page?”. While Collin showed that he
was interested in going off topic, meaning exploring different
information on other webpages where he wouldn’t find the current
rates, but then got back on track and clicked one of the correct buttons
to find the information he needed.
Biggest Problem:
The location of the navigation in regards to “Rate & Cost” need to be
more consistent and noticeable, otherwise users will be confused as to how much

9. they would have to pay. For instance, if Justin were to have click “St. Louis”
instead of “Saint Louis University” he would have not gotten a potential student
discount and a much more discounted membership fee. Justin would have had
completely different information based on a couple of unneeded extra clicks and
he would have thought that he completed the task to satisfaction. In the case of
Tester 1, maybe Enterprise CarShare could make a more bold statement on how
much their rates are, and provide a visually appealing way to access the
information. Both of these designs are boring and give off the vibe of being
boring and very basic, nothing new and exciting about this business is the
message the user would perceive.
Alignment to Heuristic: Consistency and Standards
Inconsistent information design is the biggest problem for Task 2. The
reason inconsistent information is the biggest problem is because as you can tell
from the transcripts and data provided above, both users found different ways to
find the same information. While this is a great way to add navigation and
functionality to your website, the user should be able find this critical information,
rates and cost, upfront, and not slushed around getting different quotes from a
possible wrong page or a wrong click of the mouse. Users of Enterprise CarShare
services shouldn’t have to wonder if they are getting cheated out of money
because they signed up for the wrong area. In order to comply with the basic
guidelines of the W3C (World Wide Web Consortium) your website should have
identical buttons for ways to find information and be handicap/disability
accessible so that all users can enjoy the internet and the services provided by a
company’s online presences. A step in the right direction would be to make this
information available (rate and fees) and understandable for all users of the web.
Task 3: Assume your parents will be paying for your vehicle usage. Is that possible?
How will you account be charged each time you use a vehicle? How and where you
will track your vehicle reservation history.

10. Highlights:
1) Tester 1 – Collin attempted to go to the FAQ section and types
“parents” in the search bar, after seeing no results he clicked the “back
button” and landed back at Saint Louis University’s main page.
Where he slowly started scanning the page from the bottom, because
there is where EnterpriseCarShare.com reloaded this webpage for him.
Quickly he found “Member Eligibility” in tiny font under “Physical
Damage and Liability Protection”, which stated that “Valid major
credit card in your name” means that his parents couldn’t pay for it
with their credit cards.
2) Tester 2 – Justin on the other hand found “Member Eligibility” very
quickly and read through all four basic requirements of joining
EnterpriseCarShare.com, but was confused by what that actually
meant and wanted to know more information stating “Well this doesn’t
really make sense, it says “Valid major credit card in your name”, my
parents could just give me cash and then I deposit it.”. Showing a grey
area that isn’t really touched on with the text provided on the webpage,
regarding parental help with payments.
3) Tester 2 – Justin also then after questioning if his parents could or
couldn’t help provide a payment to EnterpriseCarShare.com, went to
the FAQ, to find a similar result that Tester 1 also experienced, also
though neither tester got a definitive yes or no, they both came to the
conclusion that your parents couldn’t pay with their personal credit
cards during the transaction portion of EnterpriseCarShare.com. Both
also said “Couldn’t your parents give you cash/money?” which leads
to confusion of how the transaction truly works, making consumers
nervous of purchasing these services.
Biggest Problem:
The biggest problem for Task 3 has to be a help and documentation
heuristic, because there is simply not enough information on this subject to make
a fair statement. Both users were able to come to a simple conclusion of there is
no current way listed on the website, EnterpriseCarShare.com, that your parents
could directly pay for your car sharing services. Overall I would say coming to
that conclusion would give each user a one-hundred percent completion rate due
to the fact they found the answer to that question. Collin asked “Why can’t they

11. just tell us or have a FAQ page?”, while Justin said “I guess you can’t have your
parents pay for it, because it has to have your name on the card”. In the end,
whoever is managing the data for EnterpriseCarShare.com needs to have a better
sorting and searching system along with the correct and reliable basic information
to help consumers make a service purchasing decision.
Alignment to Heuristic: Help and Documentation
Looking at all of the data provided above for Task 3, one can see that both
users had a distaste for this task due to the confusing information provided and
lack thereof. In order to fix this simple problem, EnterpriseCarShare.com should
look through their search results and see if they can make pages for their top one-
hundred search results or answer those questions via FAQ. They try to do this
with a “Still have questions”/”Contact Us” button(s) and they redirect you to an
email or a phone call to a representative which could take a lot of extra time. If
users were able to do a search query for general information of the services
provided, and then take that two more steps deep, I think that would be a good
structure to start with, then expand upon. Add a “Live Chat” option along with
“Contact Us”, and have someone that is probably contracted out to answer
questions about your business, this is a great approach that most modern
companies are taking.
Task 4: Determine you liability responsibilities if the vehicle you use is damaged
while you are using it.

12. Highlights:
1) Tester 1 & 2 – Both testers had confusion when looking at the basic
plan for “Physical Damage and Liability Protection”. They both had
questions similar to “So if I total the car I’m driving, I only pay
$500.00?” More information is needed in this situation to explain that
there is probably a lot more at risk than $500.00 for totaling someone
else’s car.
2) Tester 1 & 2 – Using the same tactics they had before, they went to the
bottom of the page and clicked “FAQ”, which took both of them on a
loop: FAQ -> Search Bar “Liability” (Tester 1) and “Damage” (Tester
2) -> “Am I covered to drive?” both testers read though, this section
state the same information without numbers (due to pricing varying by
city) -> “What happens if I damage the vehicle?” -> “program page” -
> University section then “Saint Louis University” -> Redirected to
Saint Louis University’s EnterpriseCarShare.com webpage. This loop
basically took the users in a giant circle and didn’t even give any real
relevant information other than your covered for “$500.00 of any
damage to or loss of the vehicle”, along with an extended liability
from Enterprise CarShare.
3) Tester 1 – There was a distraction during this part of the usability test,
an old high school associate of Tester 1, Collin, approached and
distracted him in the middle of him processing the giant loop, with the
FAQ. After Tester 1 finished talking, he fully finished the task, but
supplying an answer to the question asked towards him. He was able
to find the information, but not digest the information, nor was Tester
2 able to fully digest what his coverage was.
Biggest Problem:
The biggest problem for Task 4 had to have been, the lack of information
provided on the questions asked. These are very good questions to ask the user,
due to the fact they could be hard to fully solve, and leave the user having
questions. The Help and Documentation could help explain what kind of problem
this really is, a lack of organized basic information. As stated in highlights, there
was a giant loop that took both testers for a spin which landed them back on the

13. same page where all other information available on the web was located (for
EnterpriseCarShare.com).
Alignment to Heuristic: Help and Documentation
Having the same heuristic as Task 3, this task could use a revamp of the
information provided to the consumer. This heuristic matches Task 4 due to the
fact that if they had more information on their FAQ or even a .pdf/.docx of their
insurance policies for users to download. Having a “Live Chat” option could help
users, and their many different questions with someone who is ready and willing
to answer questions. As of right now all you can find out about the insurance to
my knowledge is based on each webpage venue (city/university) and they could
be different depending on where you’re at. There needs to be a clear and exact
answer to Task 4 because otherwise how what happens if the user were to crash
and completely total whomever car they are currently sharing, they only have to
pay the basic membership fees, mileage – only if over 200mph, and $500.00.
Think about that, now add the fact when that person crashed the car they hit a
innocent pedestrian, what happens then? We wouldn’t currently know due to the
lack of insurance questions/answers provided.
Final Site Thoughts

14. Tester 1 and Tester 2, at first seemed to be total opposites based on their habits of
using the internet. After fully going through the usability test and recording all of this
data, the summaries for both testers (charts above) for each task were very similar either
being the same or one point off each other. This could have happened based on the
wording of the questions and locations of all of the task and their various pages needed to
find the information. Both testers shared similar comments, which was eerie, but at the
same time, made total sense because the website wasn’t functioning as they thought it
would and would redirect them to the same page over and over. The differences between
the two testers include: desktop/laptop, location, environment, Tester 1 more slightly less
talkative than Tester 2, and their opinions on visual elements of the website. Tester 2
provided great feedback while Tester 1 provided I would say above average results, due
to his hurrying versus Tester 2’s ability to stay in his comfort environment and not worry
about going to class after taking a usability test. In the end both testers were more similar
than different based on the data results, even though their environment, location, and
hardware were different, the website produced the same problems for both testers.
Recommendations to Improve User Experience
Single problem being fixed:
The single biggest problem clearly based on the screenshots provided above and
below states that Task 1 had the lowest success rate among both my testers, all other task
were completed having an one-hundred percent success rate. The main reason Task 1’s
problem must be fixed is because of how easy it could be to lose a customer due to the
lack of basic information provided before the point of purchase/subscription.
Problem Improvement:
To improve the biggest problem that was experience during these task, I have
created a visual illustration mockup of what EnterpriseCarShare.com could implement on
their interactive map as shown in the screenshots provided. Just looking at the picture
you might not think it is a big deal on how they have presented the information in there
interactive map, first of all, there are zero indicators telling you how many cars are at
each location, some days there are two cars, some days there isn’t it is very inconsistent.
Secondly the main place where this car sharing is supposed to happen, Saint Louis
University in the screenshot provided, only has one car currently for the entire student
population. Lastly, the little amount of information provided is covering up the name
Saint Louis University, it should be placed somewhere off the location of where it is
advertising. With all three of those constructive criticisms combined my end result on
providing a much more proficient way to not only display information, but provide depth
of information for consumers. From the screenshots provided I took the basic
information provided and expanded on what they have to offer. My proposal for
redesigning the interactive map on EnterpriseCarShare.com is to have a split screen
option menu with the location you selected being promptly positioned near the middle of
the screen. On the left infographic you will see the current option the user clicked on,

15. where it is location, log in capabilities, and even a new customer service button added
(“Need Help?”). The red tear drop dot next to the word “Saint Louis University” will
indicate there is a car available for car sharing at the named location. The right side
infographic will showcase other cars near you available to pick from, maybe you don’t
like the first option you click so you want to see if there is another nearby. I also added
small little exit buttons both located in the top left of each infographic in case you want to
back out (you could also hit the escape button on the computer).
Before Screenshot: This is what the map currently looks like on the website, above.
After Screenshot: This is the proposal of reconstruction of information provided.