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MY ACCOUNT USABILITY TESTING & CARD SORTING REPORT

User Research Findings

Jamaal Davis

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What You’ll See Today

Research Overview & Objectives

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Key Findings & Opportunities

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Next Steps

© Citrix | Confidential

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Research Overview and Goals

Overview

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This study was focused on card sorting and testing the new My account experience and information architecture in order to gain better insights into what users want, expect, and need from an experience like this.

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The insights gained from this research study will �be used to inform design sprint requirements and product backlog for the redesign of My account on www.citrix.com/account .

OUR OBJECTIVES

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Goals

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    • Provide context and insight around users' motivations, behavior, and preferences related to the information architecture.

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    • Validate feedback of site features, navigation, web page elements and overall organization for the My account experience.

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    • Based on user feedback, identify issues and/or opportunities associated with the new My account experience of finding and prioritizing information.

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Who did we talk to?

  • 10 adults between 55-65 year old
  • Member of Citrix Technology Program
  • Login to Citrix my account in the past �6 months
  • Users with a range of expertise and skills specific to the Citrix

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How did we talk to them?

  • 60 minute in-depth moderated interviews
  • US and Canadian markets in English

Research Methodologyogy

Overview

Recordings

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Methods: Procedure

Navigation Findings

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  • Conducted directive and cautious open card sorts with 10 participants

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    • Before beginning the card sorting exercise, we asked participants to complete a sign-up form. After the card sort, we ask the participants to complete a user test with an interactive prototype of the new my account Website home page, we gave participants these instructions:
      • We appreciate your help in identifying the categories of information that should be on the Citrix my account Website home page, and what those categories should be called. We want to see what groupings of cards make sense to you. Once you have grouped the cards, you will name each of the groups. Take your time and carefully consider the items to be sorted.
      • If you have questions during any point of the exercise, please do not hesitate to ask and I will do my best to answer your questions. During the exercise, I ask you to “think out loud”, to better glean an understanding of your thought process. Do you have any questions before we begin?“
    • After starting the session, we took note of the participant’s thinking process, card groupings and any questions or comments that surfaced during the exercise.

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https://www.figma.com/file/YiFRJ1u8iDC8KbFrrZuY6l/Card-Sorting?node-id=0%3A1

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Research Synthesis Process

Overview

https://www.figma.com/file/wNXBpJguGkJbme2u765sh3/Myaccount-user-testing-data-analysis

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Executive Summary

© 2021 Citrix | Confidential

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Overview

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Navigation Bar

Status Summary

Most Visited Tools

Downloads Button

To be able to view and sort through information without multiple clicks quickly

To easily access vital information regarding account status

To easily access any possible tools that are used most frequently.

To easily access and locate downloads without having to do multiple clicks.

Language should be easy to understand for non-English speaking users.

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Navigation tabs should be in alphabetical order or in line with the user Jobs to be done framework.

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Consider initiating on click rather than a rollover. That way, the user can close the state if he wants to and doesn’t have to worry about moving outside the rollover radius.

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Users found the information inside of the status summary to not be relevant.

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Consider using (i) for InfoTips that popup with additional information based on hover or interaction with the icon.

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Add notifications require action from the user. The purpose of the notification is to induce the user to take immediate action. It can be a security alert, a notification for license renewal dates, etc.

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Consider adding a hover state over buttons. The user instantly knows this is a button, and they want to be delighted by visual rewards.

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Consider personalization based on user behaviour and most visited tools

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Users would like the support section to be integrated into the layout of the most visited tools.

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The download button is not easily findable and identifiable and does not indicate what action the user will complete.

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Integrate the download button into the main navigation bar to increase the findability of the download button.

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CORE USER NEEDS

KEY TAKEAWAYS/OPPORTUNITIES

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My Account Navigation Bar

Areas of Opportunity

The thing I hate about the current website is that you will click on these things and they will disappear , and only stay there if you hover over them.

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  • Users find it to be frustrating if hover menus are triggered by accident. Just because a user is moving their cursor, it doesn’t necessarily mean they are intending to interact with the navigation.

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  • If the users cursor moves away from a hover submenu, the users have to ‘reset’ and initiate the process again in order to re-open the submenu. Click menus allow people to take their time to process information and allow greater flexibility in mouse movements.

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  • Users may ‘miss’ the item at the bottom of a submenu. Therefore, users would have to reopen it and/or slow their mouse movement to avoid accidentally closing the menu.

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Low fidelity prototype

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Status Summary

Areas of Opportunity

It appears to be cluttered with nonessential information.

  • When nonessential information is presented in a high-priority format such as a status summary, users will refuse to give attention to further instances of this format.

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  • Focus on the essential elements. Users would like to know why they are not eligible. Consider using (i) icon for InfoTips that popup with additional information.

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  • The status summary should clearly communicate any changes to the user account and/or any renewals expiration dates within the next three months. The user would find it helpful if they were able to see if the auto-renewal status is turned on or off.

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Low fidelity prototype

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Most Visited Tools

Areas of Opportunity

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  • Users would like to use personalization to retain past tools to enable quick access to information that might be of interest again. The users do not want to take any action to make these changes: they want the system to make these calls based on the user's identity.

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  • Allow the user to have more than one account, i.e. profiles. It means the user can register and sign in from the same device to multiple different profiles. The way of switching between them currently is not easy and unfortunately requires users logging out.

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All the links that I need is in the most visited tools are one click away.

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Low fidelity prototype

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Downloads Button

Areas of Opportunity

There should be a download link right on top in the menu

  • Consider integrating the download button into the main navigation bar to increase the findability of the download button. Users find the download button in the support session confusing.
  • Users were confused about the meaning of select services and insight services. Users would also like the links to be made into buttons so that the support links are more prominent and easier to locate on the page.

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Looking for support is annoying when you're stressed out.

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Low fidelity prototype

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Design Research - Card Sort Similarity Matrix

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Areas of Opportunity

cardsort_analysis_Myaccunt .xls

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Next Steps

  • Incorporate our findings and recommendations into the �requirements backlog for the citrix.com/account redesign
  • Map recommendations to the citrix.com/account roadmap

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Actionable Recommendations - Information Architecture

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Areas of Opportunity

  • My profile
  • My certification manager
  • Administer company user access
  • Company information and contacts

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  • Appliance Evaluation Agreement (AEA)
  • EU standard contractual clause
  • Executed agreements
  • Non-disclosure agreement

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  • Auto-renewals
  • Upgrade my products
  • Renew and manage maintenance

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  • Invoice
  • Quoiting

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  • Manage licenses
  • License retrieval
  • Licensing program registration

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My Account

Legal Documentation

Sales

Licensing

Renewals & Upgrades

The following recommendations/opportunities are based on the findings uncovered from this study. They are meant to �be used as a tool and/or reference to help inform the redesign of the citrix.com/account experience.

  • Previews/Betas
  • Downloads

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Downloads

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