Case study · 2018 · Under NDA

"It’s not working." Usability testing found out why in a week.

A global real-estate services company shipped an MVP of a property portal, and management who used the old system said it was not working, without saying what was wrong. I ran remote usability testing with end users and turned the complaint into a fix engineers shipped in one day.

DomainCommercial real estate, B2B
Years2018
My roleUX Designer & Facilitator
ProductsProperty portal MVP
Remote usability testing playbook: recipients, scenarios, SUS results and agenda
The remote testing playbook: recipients, use-case scenarios, SUS questionnaire results, and the session agenda.
Problem

A shipped MVP and a complaint nobody could explain.

For the business
  • Management who used the old system complained the new MVP was not working, without explaining the problem
For the users
  • Users were confused about how to find a property in the new portal
Solution

Two findings, one unified list, one day to ship.

Remote usability sessions with end users produced two findings. First, users completed four of five tasks largely because of large screens, while management worked from small laptops. Second, users searched for clients in the property list and for properties in the client list.

I proposed one unified list with a single search and filter, removing clients and properties as separate pages. The development team implemented the change in one day.

Usability testing results: environment and user skills breakdowns
Session analytics: participants’ environment and skill profiles that explained why management struggled where users did not.
MethodsRemote usability testing · SUS questionnaire · facilitation · scenario design · MVP validation
Full case

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