FLOR Site Experience Audit
CLIENT: FLOR
AGENCY: The Office of Experience
ROLE:
Lead UX Architect
PRIMARY RESPONSIBILITIES:
Select Key User Flows to Review
Evaluate Site & Provide Findings & Recommendations
Evaluate Site & Provide Findings & Recommendations
Present Findings to Client
PROJECT OVERVIEW
To prepare for a full-site redesign project for FLOR, OX conducted a series of evaluations and remote user tests to help identify major issues and user pain points across the FLOR site from browsing for a product to checkout completion. This audit focused on 4 key tasks:
- Create an Account
- Use Site Search
- Create an Account
- Use Site Search
- Find Products
- Cart & Checkout
Each task was reviewed and scored on 1 - 5 scale across the following groups of evaluation points:
Branding & Design
⁃ Consistency of Design
⁃ Brand Experience
⁃ Imagery & Multimedia
⁃ Voice/Tone
Navigation & Wayfinding
⁃ Links
⁃ Standards ⁃ Labels
⁃ Search
⁃ Standards ⁃ Labels
⁃ Search
Usability
⁃ System Status/Performance ⁃ Error Prevention
⁃ Task Accomplishment
⁃ Help & Documentation
⁃ Task Accomplishment
⁃ Help & Documentation
Content & Merchandising
⁃ Relevance & Priority
⁃ Optimal Product Display ⁃ Cross-Sell/Up-Sell
⁃ Customer Service
⁃ Optimal Product Display ⁃ Cross-Sell/Up-Sell
⁃ Customer Service
SUMMARY & DETAILED FINDINGS
For each task in the audit, I went through the process, evaluating the site based on the 4 categories and associated sub- categories.
After each task was complete, I complied my findings into 3 categories:
⁃ What’s Working
⁃ What Needs Improvement
⁃ Areas of Opportunities
This audit was mirrored by remote user tests conducted at the same time for the same tasks. I compiled the findings from both approaches and used it to create a site improvement priority matrix for the client.
