UX review and cognitive teardown

Documented review for an international law firm, covering recommendations and guidance for further user testing.

Client Requirements

My client needed to generate an initial top-level document to take to their retained end client.

The purpose of the review was to highlight key issues, areas for improvement and to inform next steps. It was to be part proposal and part UX review.

My Approach

There are many different ways to approach a UX review, with much terminology and jargon employed. I chose to use a cognitive walkthrough method in order to generate a set of ‘quick wins’. There is no point in undertaking a time-consuming or complex analysis and user testing if key flows are obviously confused, broken or don’t follow best practice.

The approach I took focused on identifying the broad user types. Everything was then linked back to the user; their motivations, what they want from the site, and how we want them to feel and act.

I looked at balancing the user’s primary requirements with the company’s needs, marketing and messaging. The aim was to detail just enough information to make the requirements clear. Adding too much detail at this point often obscures the true priorities.

Deliverables

My process resulted in the creation of a comprehensive document covering all key user journeys and touchpoints. It detailed a mix of quick fixes, recommendations, suggestions and proposed solutions.

In addition, I also outlined how best to utilise further user testing to refine, validate and improve the user experience and drive business objectives. As well as defining where an in-depth process could be of most benefit and what further work or user testing methods would be most beneficial.

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