Domino’s Live Usability Test

[one_third]

TEAM

Rohil Pathak, Kristin Boyer, Yuncheng Shen, Michelle Fiesta and Micholas Malzahn

[/one_third] [one_third]

ROLE

User Experience Research

[/one_third] [one_third_last]

TOOLS

Google Docs, Qualtrics
[/one_third_last]

 

PROBLEM

 

Domino’s wanted a usability test conducted on their current intranet Domino’s Live(D-Live). D-Live is a website all employees throughout Domino’s use to access information regarding the company, upcoming events, promotions, marketing and training information. The website also has a Wiki and a discussion board for users to collaborate and create ideas. Domino’s is currently working on a prototype of the current D-Live website which they hope to launch in the summer of 2014. They plan to use the data collected through interviews, surveys, heuristic evaluations and usability tests to help develop and design the new prototype. We as a group were tasked to perform UX research on the current D-Live website.

 

SOLUTION

 

We divided our entire work into different stages. The steps that we followed are as follows:

 

STEP 1: INTERVIEWS

 

In order to assist the development process of the new Domino’s Pizza intranet, we conducted interviews with five employees of the company that use the current site, live.dominos.com. From these interviews, we wanted to learn more about these users, their routine work day, how they specifically use live.dominos.com, and their expectations for this system. After the interviews, we had interpretation sessions to determine three personas that classify the users of the website: Franchisees, Corporate Employees, and Franchise General Managers. We also constructed scenarios to further reveal the characteristics of these personas.

 

STEP 2: SURVEYS

 

In order to obtain a broader understanding of how the users of the live.dominos.com perceive the site and believe it can be improved, our team created a brief survey that aimed to answer these questions and sent it out via a method that had the potential to reach the entire user population of the site, which is approximately 5000 users. The survey was created through Qualtrics, and the link sent via two corporate newsletters as well as posted on the homepage of live.dominos.com. The survey received 232 responses which yielded both quantitative and qualitative data for our analysis.

 

As a result of these analyses, our team discovered four major findings :

 

  1. Search in the current implementation of live.dominos.com is unusable to most users.

  2. Live.dominos.com is not a primary means of content sharing or communication for Domino’s employees.

  3. Franchise leadership finds training materials to be the most important aspect of live.dominos.com.

  4. Login is a roadblock to use and over half of survey participants indicated they would visit Domino’s Live more if it were easier to log-in.

 

As a result of these findings, our team recommends that the next iteration of live.dominos.com include the following (a deeper explanation can be found in the “Recommendations” section of this report):

 

  1. An improved search feature that yields fewer, more accurate results.

  2. A more organized training section with better flow.

  3. Easier or automatic login to live.dominos.com.

 

We believe that the implementations of these into the new live.dominos.com site will greatly improve the user experience of the site, and improve the number of people who use the site as well as their perceptions of live.dominos.com.

 

STEP 3: COMPARATIVE ANALYSIS

 

For this report, we analyzed the Dominos Live intranet using comparative analysis. We had a total of 5 competitors that we analyzed. We as a team searched for intranets and came up with a Nielsen Norman group. To generate qualities we used usability heuristics, requirements from the D-Live website as well as information from the interview and surveys we had conducted. The reason for this analysis was to come up with with a list of intranets that we could compare the current D-Live website to. This study helped us find out the positive and negative aspects of the competitors to judge where the current D-Live site is at and how it compares. Our findings included having a single sign on login function, having more communication tools and having a mobile platform to name a few.

 

STEP 4: HEURISTIC EVALUATION

 

In order to obtain a broader understanding of how usable the live.dominos.com is and how we believe it can be improved, our team conducted a heuristic evaluation. This method is a way to evaluate the usability of a system based Jakob Nielsen’s Usability Heuristics (See Appendix A). These heuristics are used as guidelines for good design, which focus on the system as a whole as well as individual user interface elements, organization, and visual components. Our team thoroughly examined three aspects of the live.dominos.com site to determine their adherence to these heuristics: the search function, collaboration platforms (discussion forums, wiki), and site navigation. After conducting the study, we analyzed issues that were identified and ranked them based on severity.

 

As a result of these analyses, our team discovered six major findings:

 

  1. The search results are not shown in a meaningful way and the total number of results found is not known.

  2. The star rating system in wiki is not undoable and is thus error-prone.

  3. The navigation system relies on hovering on the navigation items, which may suffer accessibility issues on mobile devices where hovering is not supported.

  4. The current layout of the home page is not effective in helping users quickly find the information they are seeking.

  5. The lack of personalized information prevents users from utilizing the site in a more efficient and effective way.

  6. Some sub-sites are embedded in the pages in a way that is difficult to read and leads to stylistical inconsistency.

 

As a result of these findings, our team recommends that the next iteration of live.dominos.com include the following:

 

  1. Redesign search to be more natural to use and adheres to standards for search

  2. Allow the user to remove ratings if they have added them erroneously or changed their mind

  3. Maintain consistency with the content produced from navigation header clicks

  4. Present recent news more prominently

  5. Allow users to view content that is relevant and useful to them

  6. Avoid embedding full site pages within other pages.

 

STEP 5: USABILITY TESTING

 

The aim of our usability test was to determine how usable Domino’s Live is. Usability testing does a good job and gives a clear idea as to how a user or visitor uses the system by simulating a series of tasks that mirror how a user would actually use the system. For our usability test we chose participants that work currently at Domino’s since we were analyzing their intranet.

 

OBJECTIVE

 

The objective of this test was to identify the areas of Domino’s Live that work well in addition to those that do not, be it in a functional or aesthetic view point. During the test each participant was asked to perform a series of tasks as determined by us which would test the system to see where it performs well and doesn’t. We followed up with some debriefing questions to gather information on how the user felt about the tasks and system.

 

We came up with the following findings based on the test (a deeper explanation and supporting data can be found in the “Findings” section of this report):

 

  1. Putting “reset password” link only in “Quick Links” rather than in account management panel makes little sense to the users.
  2. The “Read Fast Facts” link on the home page is not salient enough to attract user attention.
  3. The “National Promotions” section is not updated to include new promotion information, which leads to user confusion.
  4. There are some mismatches between link image and text on home page.
  5. Overall, the discussion boards is easy to use, but categorization function does not work.
  6. Navigation is organized in a way that makes sense to the individual corporate functions, but not to users that are outside that department.
  7. When the Domino’s Live page is closed by accident, reopening it and logging in again may result in an error.

Based on these findings we came up with a series of recommendations (a deeper explanation and supporting data can be found in the “Recommendations” section of this report):

 

  1. Add “reset password” function to account management panel.
  2. Change the background color of the “Read Fast Facts” image to yellow and add the “Read Fast Facts” link to the “News” tab.
  3. As new promotions come, they should be updated in the national promotions summary page. And this holds true for all summary pages.
  4. Perform a quick test to check whether the corresponding images and text lead to the same pages.
  5. Allow users to create a thread on discussion boards home page and then decide which category it fits into.
  6. Reorganize the navigation to tailor to user actions and how the user expects the site to be organized.
  7. Fix the re-login bug so that users could visit Domino’s Live home page by clicking the user name link.

 

We believe that the implementations of these into the new live.dominos.com site will greatly improve the user experience of the site, and improve the number of people who use the site as well as their perceptions of live.dominos.com.