USABILITY RECOMMENDATIONS REPORT
Rebuilding Together Valley of the Sun - Link
-Preetham Kalle
Table of contents
1.
EXECUTIVE SUMMARY
Goal of the Study
To evaluate the navigation, content structure, and design of the RTVOS website specifically the volunteer sign-up, donation flow, and fundraiser setup.
Test Goals
Design Process
1
3
5
6
4
2
Heuristic Evaluation
Persona Creation
Usability Testing Report
User Research
User Testing Materials
Prototyping
6
Total Participants
100%
Overall Success Rate
13
Issues Found
13
Tasks Tested
OverView
6
Major Results
100%
of participants completed all tasks, but many struggled with form complexity.
83.3%
said the donation success message was unclear or delayed.
66.7%
couldn't locate the “Host Fundraiser” button without assistance.
4/6
Participants found the volunteer sign-up form too long or confusing.
3/6
were unsure which donation type they were selecting (monthly vs. one-time).
6/6
participants have faced some difficulty in completing the assigned tasks.
Recommendations
Nature of the test
The test was conducted hybrid In-person and Online and the device used is laptop.
Why Redesign?
The website UI is outdated and there are lot of issues like navigation,Information, Content clarity etc. keeping these issues and key areas such as donation section, fundraising and volunteer sign-ups on top priority overall to improve how easily users can sign up to volunteer, donate, and host fundraisers while receiving better guidance, feedback,improving UI nd clarity throughout the experience.
2.
INTRODUCTION
About Rebuilding together Valley of the Sun (RTVOS)
Rebuilding Together Valley of the Sun (RTVOS) is a nonprofit dedicated to providing free home repairs for seniors, veterans, and individuals with disabilities across Maricopa County.
Identified Usability Issues:
UX Research &
Design Process
Heuristic Evaluation
Identified key usability issues using Nielsen’s heuristics like missing feedback and inconsistent navigation.
User Research
Surveyed 16 users to uncover frustrations and desired improvements.
Personas
Developed 4 personas to represent volunteers, donors, directors, and consultants.
Usability Testing Materials
Prepared test tasks, scenarios, forms, and questionnaires.
Usability Testing Report
Tested 13 tasks with 6 users gathered performance data and feedback.
Prototyping
Created Figma designs to fixed pain points of the user and improved overall task flows.
To Improve the overall user experience of the website. A detailed research has been conducted and Redesigned the website overall total 6 steps have taken.
Heuristic Evaluation Key Highlights
1.
No confirmation message after donation completion.
2.
3.
4.
5.
Inconsistent donation and volunteer sign-up paths.
Poor labeling and unclear form field validation.
Lack of help or documentation for first-time users.
Outdated design with poor readability and contrast.
User Research Key Highlights
16 users surveyed half of the users engaged with nonprofit sites before.
81.3% wanted a faster and simpler volunteer sign-up process.
75% were confused by donation options (monthly vs. one-time)
87.5%users had never visited the RTVOS non-profit website before.
User Research Key Highlights
Users preferred updates via social media (76.9%) and email (53.8%).
68.8% found the site limited in functionality and hard to navigate.
Users suggested better interactivity, clearer layout, and faster donation.
Volunteering (81.3%) and donation programs (68.8%) were most appealing.
Persona- 1
Persona- 2
Persona- 3
Persona- 4
Usability Testing Materials
1. Test Plan Dashboard
2. Consent Form
3. Pre-test Questionnaire
4. Scenarios & Tasks
5. Post-Test Questionnaire
6. Script
7. Observation Sheet
Tasks and Scenarios Given for the Users
Scenario 1: Volunteer Sign-ups
You are interested in volunteering for RTVOS and want to explore available opportunities.
Scenario 2: Making a Donation
You are interested in supporting RTVOS and want to explore the different donation options that are available. You decide to visit the website to understand the types of contributions you can make and go through the donation process to ensure it is user-friendly.
Tasks and Scenarios Given for the Users
Scenario 3: Fundraiser
You want to host a fundraiser to support RTVOS and encourage others to contribute to the cause. You decide to go through the process of setting up a fundraiser on the RTVOS website.
Tasks and Scenarios Given for the Users
3.
METHODOLOGY
Usability Testing Report
Objectives
Research Questions
�
6
Participants
13
Tasks Tested
100%
Success Rate
6
Areas Tested
13
Total Issues
4.
RESULTS
Results
4/6
participants have faced difficulty in the volunteer registration process due to unclear information.
100%
of participants responded favorably to task number 3, filling in the information for "making the donation."
5/6
participants have found it challenging to locate the volunteer info and event details.
4/6
participants experienced frustration after the payment process due to delay.
100%
of participants were confused between monthly support and one-time gifts for the donation process.
3/6
participants have struggled and have taken a lot of time to find the host of the fundraiser button.
Comments by the user during the test
"Why is it taking a lot of time to get the payment confirmation?"
"The volunteer job description is good and understandable."
Where can I view my information after filling the form."
"Content of the website is somewhat clear."
"Where is the "Host a Fundraiser" button."
5.
RECOMMEND-ATIONS
Priority Scale
35
Medium
High
Low
Issue 1: Volunteer Signups: Confusing Process and Very Lengthy Form
Origin: Found during usability testing, Persona, and heuristic evaluation.
Priority: High
Data Justification:
All the users have struggled to fill out the volunteer signup form during usability testing. Users found the form complicated, and with missing confirmation when submitted, it made them unsure whether their application had been submitted successfully. The issue was defined as a Blocker since it halted users from instantly performing an action on the website. And the form is too lengthy, users have felt frustrated, and there is no back button at all to navigate to the main page.
Solution and Redesign Details:
Improved Volunteer Form: The volunteer registration process was rewritten to ask only essential information: Name, Email, Address, and Phone Number to limit user confusion.
Solution and Redesign Details:
On-Screen Confirmation Message: Users are given an instant clear thank-you message upon form submission to confirm that their application has been received.
Solution and Redesign Details:
Form Process: The progress indicator gives clarity for the users on how many steps are there to fill the form so the user don’t feel lengthy and can complete the form faster. Enter your details →, Volunteer Availability → Terms and conditions..
Solution and Redesign Details:
Progressive Form Disclosure: Before applying for the job, adding more details button makes the user to read about the job instructions clearly so it will be helpful for the user.
Issue 2: Donation Process: Poor Design and No Feedback After the Payment
Origin: Found through usability testing, heuristic evaluation, Persona, and user research.
Priority: High
Data Justification:
All 6 participants were uncertain after completing their donation because the original page did not have an immediate confirmation screen. Some participants got frustrated due to the payment process was taking too long. This serious usability issue and categorized as a Blocker because it is a technical issue that had a significant effect on trust and transaction success. And the donation page is poorly designed, and poor hierarchy, and the users are confused about which field is mandatory to fill. This is a major issue.
Solution and Redesign Details:
Immediate Success Page: Users are now presented with a thank-you confirmation page and a message of payment success when they submit a donation.
Solution and Redesign Details:
High Visuals: The Pages have been designed very clearly with proper spacing between all the fields and with high visuals and a clear understanding.
Solution and Redesign Details:
Positive Visual Feedback: Friendly graphics (green tick), Confetti, and success messages were used to visually show successful completion.
Solution and Redesign Details:
Improved Payment Step Flow: Clear flow through three steps: choose Gift →, Enter Details, → Completion of payment, and payment success avoids confusion or duplication.
Issue 3: Fundraising: No Clear Instructions to Host a Fundraiser
Origin: Found during heuristic evaluation and usability testing.
Priority: High
Data Justification
In testing, 4 out of the 6 participants were confused about starting a new fundraiser because there were no obvious pathways. This meant participants left the page without completing the setup properly, and it had a major impact on fundraising success rates. It was a blocker as it prevented users from achieving the site's fundamental fundraising and engagement activities. And all the users have faced the problem in the confirmation page, and they didn’t see any shareable links at all, and no proper confirmation whether it was successful or not.
Solution and Redesign Details:
Separation of Actions: Users are then given two straightforward options immediately: "Start a Fundraiser" and "Join Team," making the decision simpler.
Solution and Redesign Details:
Guided Setup Form: The setup form for creating a fundraiser is easy to complete, asking for the Team Name, Fundraising Type (One-Time, Recurring, Campaign, Event), Goal Amount, Message, and Goal Date.
Solution and Redesign Details:
Calendar Integration: I have added a calendar tool for the users so they can pick the goal date they want. It is made very easy to choose the target date to achieve the goal.
Solution and Redesign Details:
Verification and Success Acknowledgment: After setup is complete, users verify their email and are shown a shareable link to start raising donations.
Solution and Redesign Details:
Social Media Share Buttons: Facebook, LinkedIn, X (Twitter), and Instagram share buttons were included so people can share right away.
6.
CONCLUSION
Conclusion
On conducting a comprehensive usability testing of the RTVOS website, key challenges were identified around form usability, navigation, and feedback mechanisms. While all participants completed tasks, confusion and hesitation were common, particularly in donation and fundraiser flows.
To address these issues, we recommend:
Next Steps
Thank You
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