Case Study
MyPsychLab
Pearson
Freelance, User Researcher
Summary
After identifying many customer support tickets related to sign-up frustrations, I assessed the new MyPsychLab platform's usability. I analyzed customer support data and conducted a directed usability test, which confirmed that a complex sign-up process caused user confusion. Based on these results, I recommended simplifying the sign-up options and clarifying instructions. These changes made the sign-up process more intuitive, significantly reduced customer support tickets, and enhanced overall user satisfaction and sign-ups.
Situation
Pearson reached out to me to address a pressing issue- the usability of an early edition of MyPsychLab within their MyLab & Mastering E-learning platform. Despite its intention to meet diverse user needs, many customer support tickets emphasized persistent frustration during sign-up, indicating a critical usability challenge that needed immediate attention.
Tasks
My task was to delve into the customer support data to pinpoint the specific aspects of the sign-up process causing user frustration. I aimed to formulate actionable recommendations to enhance the user experience by identifying these issues and reducing the number of related customer support inquiries.
Actions
To ensure a comprehensive understanding of the issue, I analyzed the topics and text transcripts from customer service calls to isolate which steps in the sign-up user flow generated confusion.
I organized a directed, moderated usability test with five participants to explore the issue I identified in the customer support calls.
Based on my findings, I compiled a comprehensive report outlining specific recommendations for resolving the sign-up confusion, enhancing the user interface, and simplifying navigation and key processes.
Results
The analysis and subsequent usability testing pinpointed a problematic step in the sign-up process. Users were required to select from an overly complex set of options without clear guidance. This complexity was the root cause of frustration and confusion, leading to a high volume of customer support tickets.
Outcomes
Implementing the recommended changes, namely simplifying the sign-up options and providing clear, concise instructions, had a transformative effect on the platform's usability. These changes made the sign-up process more intuitive and user-friendly, which led to increased user sign-ups and a significant reduction in customer support tickets. This positive outcome alleviated the strain on Pearson's support team. It improved overall user satisfaction with the platform, paving the way for a more user-centric experience.