top of page

Usability Evaluation of a Property Management Company :
Walton Communities

l.jpg
walton communtiies.png
Background

This project was contract work while working at Optimize for the property management company Walton Communities. Walton Communities needed a formative evaluation on their rental website and mobile application. 

​

Tools: Morae for website recording, Mr. Tappy for mobile application recording

computer or mobile.png
Planning and Recruiting

The stakeholders gave specific areas they wanted to target. Representative tasks were created based on revisions from our stakeholders. A screener survey was used to recruit specific demographics based on our criteria. Target users were recruited through Qualtrics. 

Testing

A usability test was conducted using think aloud protocol combined with pre and post interview questions. I was a note taker and a facilitator. As a note taker, I wrote down attitudinal and behavioral comments about the users and assisted the facilitator. I used the INDEX and MATCH functions in excel to organize the data making analysis easy and efficient. As a facilitator, I provided the instructions and probed to get deeper insights about the users' actions. Performance and subjective measures were also gathered (see below).

Example of note sheet with MATCH and INDEX 

excel match index.png

Performance Measures

  • Difficulty Rate

  • Success Rate

  • First Clicks

Subjective Measures

  • System Usability Scale (SUS)

  • Net Promoter Score (NPS)

  • User Comments

​

Data Analysis

Scores were calculated into graphs for the performance and subjective measures. I was in charged of calculating and creating the graphs for the NPS scores and the SUS scores. I used users' quotes to complete a thematic analysis of the qualitative data.  (Fabricated data sets are shown below)

Example of SUS Graph

sus scores.png

Example of NPS Graph

net promoter.png

Different Groups

Results

Based on the quantitative measures and the qualitative comments, we created a comprehensive list of delights and frustrations. A power point was presented to the stakeholders to address the main problems and help redefine their website and mobile application to better suit users' needs.

 

A second project was implemented a few months later to evaluate new prototypes and features from Walton Communities. This project also compared some of the changes the designers made from this study to the new iterations.

​

View Another Project

bottom of page