Website Redesign Proposal
User-Center design standardizes the process and method used in a website. These standardizes illustrate the process and method, creating different ideas and correct directions for exploring the website. The process and Method are designed to create an acceptable and interactive user experience. In addition, the process and the method comply with rules and guidelines so that it meets the need of the user.
According to
Henry, S.L. and Thorp, J. (2004), the human centered design processes for
interactive systems, ISO 13407 (1999), which means that Human-centered design
is an approach to interactive system development that focuses specifically on
making systems usable, and it is a multidisciplinary activity. In addition,
there are 5 UCD process steps that the designer need to be familiar with, such
as, analysis, design, evaluation, implementation, deportment (Henry, S.L., and
Thorp, J., 2014).
In this project,
the meaning of conceptual model relates to the graphic designs, including
visual communication, problem-solving, navigation design, storyboards,
wireframes, prototypes and typography. According to Creswell (1994, p. 82),
“Theories present a systematic view of phenomena by specifying relations among
variables using a set of interrelated constructs/variables, definitions and
propositions (Kerlinger, 1979).”
Iteratively, the purpose is to get a closer approximation to
the solution of the problem through evaluation. It also includes usability
testing, implementation and deployment (Henry, S.L., and
Thorp, J., 2014).
According to Zoltowski, C. B., Oakes, W.
C., & Cardella, M. E. (2012, January) and Krippendorff (2006, p. 230)
identifies three features shared by different human-centered design methods,
for example, design method that employs both divergent and convergent thinking,
and the processes are concerned with how the stakeholders themselves attribute
meaning through the use of the proposed design and the methods include
prototypes and other ways for the stakeholders to test the design ideas
themselves since a projected future cannot yet be observed. It is also
important; however, utilizing human-centered design processes have been shown
to increase productivity, improve quality, reduce errors, reduce training and
support costs, improve people’s acceptance of new products, enhance companies’
reputations, increase user satisfaction and reduce development costs
(Damodaran, 1996; Maguire, 2001 and Zoltowski,
C. B., Oakes, W. C., & Cardella, M. E., 2012, January). On the other
hand, the poor design of the site also prompted many users to abandon their
task and either call for an appointment, which took a toll on the receptionist,
or decide to go to another spa altogether. However, the transformation of the
website will align with excellent techniques, using the state-of-the-art
artistic work to develop a friendly and easy to use website that executes high
performance, and advance techniques align with the development and progress of
the plan, and the plan introduces a general acceptance. According to Zoltowski, C. B., Oakes, W. C., &
Cardella, M. E. (2012, January), the human-centered design processes and
methodologies which have emerged in recent years share a focus on the users and
other humans in the design process, they differ in their motivations and how
the user/humans are involved; yet, Damodaran (1996) describes a continuum of
the user involvement in human centered design from informative, through
consultative, to participative; yet, it
is important to explore the customers and their environment through
ethnographic inquiry, and then building
working models to capture that information.
It innovates strategic planning for the
website redesign for a local spa. The reason of this plan is to redesign the
website in a different way that will transform the rudimentary basic principles
to more advanced techniques. In addition, the plan is developed to create a
systematic, intelligent process, evaluate, specify concepts for devices, or
processes, function or satisfying a specified set of constraints” (Dym,
Agogino, Eris, Fey and Leifer, 2005, and Zoltowski, C. B., Oakes, W. C., &
Cardella, M. E., 2012, January). For the purpose of the website is to align it
with proficiency, efficiency and accessibility, according to Zoltowski, C. B., Oakes, W. C., & Cardella, M. E.
(2012, January), the philosophy of the redesign is to develop an
effective design, using professional skills needed for human-centered design to
be created, an understanding of the ways in which users understand and
experience human-centered design is needed, and the human-centered approaches
to design contribute to innovations in engineering design and have been shown
to increase productivity, improve quality, reduce errors, improve acceptance of
new products, and reduce development costs. Therefore, the strategic plan will
defuse the confusion of customers, decrease administrative work for office
staff, allow customers to schedule service from the service page, and transform
different issues related to identifying a validation and implementation,
focusing on nonexistent or wrong services being scheduled, products, services,
environments, organizations, and modes of interaction; in addition, the
processes included multi-disciplinary collaboration in order to make products
and services useful, usable, and desirable (Zoltowski, C. B., Oakes, W. C., & Cardella, M. E, 2012,
January).
A. Techniques:
1. User
interviews
2. User Surveys
3. User
profiles
4. Customer experience maps
5. Requirements workshops
1.
User Interviews
The purpose of the user interviews relates
to a commonly used technique where users, stakeholders and domain experts are
questioning to gain information about their needs or requirements in relation
to the new system (Maguire, N. and Beyan, N, 2002). According to Maguire, N.,
and Beyan, N (2002), seeing the environment also gives a vivid mental picture
of how users are working with the existing system and how the new system can
support them (Mander and Smith, 2002).
2. User
profiles
Users can create a profile, allowing the organization to understand the
demographic, geography and culture of their customers. In addition, profiles
help the organization understand the goal of users. Moreover, the organization
can make changes to the organization that will meet the needs of users. Furthermore,
the benefits of profiles are extremely important because they allow an online
presence, giving people centralized channel to share information about the
products or services, accumulates the huge number of fans, a great marketing
tool, promote products, build relationships with customers, and communication
(2012, Online Benefits of User Profiles).
3.
Scenarios and use cases
They were recommended because they give
detailed realistic examples of how users may carry out their tasks in a
specified context with the new system (Maguire, N. and Beyan, N, 2002).
In addition, it is important to understand and clarify the user requirement so
later usability testing applies
(Maguire, N. and Beyan, N, 2002). Furthermore, giving the
ability to identify usability targets and task completion times, this is
expected using the scenarios and use cases (Maguire, N. and Beyan, N, 2002).
According to Maguire, N.
and Beyan, N (2002), the method also promotes developer
buy-in and encourages a human-centered design approach, and scenarios of use
are sometimes called use cases, although the term is also used by software
engineers to refer to the use of functions.
In addition, it was recommended to use personas, which a caricature is
created with a name, personality and picture, to represent each of the most
important user groups (Maguire, N. and Beyan, N, 2002). Therefore, evaluation
can be applied against the needs of a particular persona and the tasks they are
expected to perform (Maguire, N. and Beyan, N, 2002). According to Maguire, N.
and Beyan, N (2002), personas are used by innovative design groups to stimulate
creativity rather than refine a design solution (Cooper 1999).
However, each technique has drawbacks, for
example, according to Kujala, S. (2003), the disadvantages of Usability
Analysis tend to be qualitative in nature and therefore the relative
significance of the costs and benefits is impossible to estimate (Wilson et
al., 1996, 1997). In addition, it
was learned that there was a lack of communications in the workshop (Kujala,
S., 2003).
Moreover, other disadvantages relate to identifying appropriate
users was difficult, obtaining access to users
and motivating the users, and users lack
information to what the designer needs to know (Kujala, S., 2003).
Also, other disadvantages needed to be known is that users lack information
about what the design process meant, users was introduced to new concepts and
they were not able to give feedback, and to many user groups (Kujala, S.,
2003). Cons also recognize when educating users about the design, users were
unaware of implementation constraints, and contacting users and arranging
meetings, and users had lacked confidence or motivation and were reluctant to
talk to the designers, and others not able to understand the task model used
(Kujala, S., 2003).
4. Requirements workshops
It was recommended that requirements
workshop is given for a reason to help users and designers break out from a
current situation and thinking (Maguire, N. and Beyan, N, 2002). In addition,
it gives an opportunity to ask questions about both the old and the new system
and how the new system meets their needs (Maguire, N. and Beyan, N, 2002).
Moreover, it gives an opportunity to learn what the stakeholders are expecting
from the new system (Maguire, N. and Beyan, N, 2002). According to Maguire, N.
and Beyan, N (2002), workshops bring all stakeholders together to agree on goal
and objectives related to the new system, and they then seek to establish a
process by which it can be achieved, but, another variation is to define new
technological developments, discuss when they might be attained and what
implications this might have for the user organization.
Customer experience maps
The Customer experience
maps provide information about customers, such as, their experience with the
products, services and organization. Developing a customer experience maps help
the organization understand the behavior and relationships with the products,
services and organization. Understanding the maps will help the organization to
innovated products and services and improve or change the organization so that
the customer experience is easy, meeting their needs. There are several methods
that can be used to learn about the customer experience, such as observation,
surveys, philosophical methods, profiles, interview, events, and feedbacks.
According to i-Scoop (n.d.), it is
important to connect the business’s ecosystem. The business
‘ecosystem is the resources; which customers need resources to meet their
hierarchical needs.
Understanding the customers’ hierarchical
needs, these needs will increase economic growth and build relationships with
the customers. According to Smilansky, O., (2015), it was
suggested by Tony Costa, senior analyst at Forrester Research that a CXM must
include a series of activities, for example, researching a product or return a
purchase; on the other hand, the map must demonstrate excellence by customer
interacts with the company and the brand; however, word of mouth is a powerful
tool, which most people take advice from a family or friend; Yet, the
observation of a customer emotions, it was recommended to note such behaviors.
After reading about CXM, it had given a clean understanding of the importance
of a CXM.
Secondly, user interviews are always a
high recommendation because it gives a one on one interview with a user and
help to understand their user experience and get to learn the user, personally.
In addition, interviews can help the users to think outside the box, and feel
comfortable talking about their user experience, give them privacy about their
user experience, and give them a special feeling of importance. and give them
to ask questions about the system.
Thirdly, the requirements workshops relate
to providing a reason that they are
needed to meet the requirements of the users and stakeholders. In this paper,
it had discussed the Usability Analysis and Usability testing. Each usability is extremely important. First,
the usability analysis is a discussion
and activity workshop. It
was recommended that a workshop should include four different types of learning
activities (Kolb, D. A., 1984). The four types of activities are a
reflection, assimilation and conception, experimentation and practicing
activities and planning for application activities (Kolb, D. A., 1984). In
reflection, it is recommended that the users focus on the reason for
disapproving the website (Kolb, D. A., 1984). It was suggested that they
reflect on their own behavior in a way that prepares them for new learning and
change (Kolb, D. A., 1984). According to Kolb, D. A. (1984) it is important to
identify the experience they had with the old website, to invoke and to do so
in an engaging way that can be linked to the workshop topic, and have
participants break into pairs and briefly answer questions about their
experience related to the topic. Secondly, it was recommended that assimilating
and conceptualizing activities are used in the workshop with new information
because it provides outside information in the form of theories, data and
facts, or can inform users about their experience with the old website and the
new website so they can transform to using the new site and comparing the
differences between the sites (Kolb, D. A., 1984). Thirdly, the use of
experimenting and practicing activities encourage users the new information to
meet their objectives by providing an opportunity for users to practice and
involve themselves in new behaviors and skills. According to Kolb, D. A.
(1984), planning for website activities provides a stimulus for implementing
and utilizing new learning outside the workshop, which prepare users for using
the new website, and it is important to identify ways to have users look toward
the future and identify specific ways to put new learning into practice, and
one way to do this is to have each user complete an action plan at the conclusion
of a workshop.
Next, the reason for user surveys relate
to questions that are needed to correct the system and understand the likes and
dislikes of the system. In addition, it
was explained that surveys have a great impact on profits, and it can create a
competitive advantage (n.d., The Important of Customers Surveys). Over the
years, they were known to have given customers a chance to voice their
customers and give their opinion about the benefit of the product or service
(n.d., The Important of Customers Surveys). It is also a great way to open
communication with a consumer and predicting consumer behavior and feelings
(n.d., The Important of Customers Surveys). However, they have their advantages
and disadvantages related to the advantages of surveys had explained that the
capability of representing a large population, which allow a better description
of the relative characteristics of the users, and it has a low cost (n.d.,
Advantages and Disadvantages of Surveys). On the other hand, changing the original survey is
inappropriate because it can be viewed as a weakness of the survey method
(n.d., Advantages and Disadvantages of Surveys). Yet, not answering questions
related to question that bear controversy because not able to recall
information related to them (n.d., Advantages and Disadvantages of Surveys).
Furthermore, it was explained that all general questions may not be appropriate
for all the users (n.d., Advantages and Disadvantages of Surveys). In a case
that questions are not appropriate for all users; it is recommended to use the
questions collected from the users and include questions needed to design the
site. This will allow the survey to fair for both the users and designer,
meeting their needs to design and achieve a friendly user experience.
Next, it is important for
each technique. Each Technique is needed to contain all the information from
the different internal and external users to help redesign the website for
accuracy and the website is configured to fit it for a designated task, and
test the website so that the website meet their needs. The techniques will
provide all the information needed to help them achieve validating schedules,
able to schedule without remembering the code from the service page, increase
customers, and keep existing customers, and usability testing. Appropriately,
staff is scheduled to meet the needs of the customers. Therefore, each
technique share knowledge and experience of the old technical issues of change
and creating innovation for the new technical development for the website,
which later the innovation and ideas from each technique will collaborate with
testing the website to measure adaptability, acceptance, quality, agile and
satisfaction of the customers. On the other hand, usability test is based on
how easy the website is to use. In this case of misconfigured website,
usability has been defined as the ease at which an average person can use the
website to achieve specific goals (Churm, T., 2012). After testing the website,
customers will learn the meaning of the use of usability, which is comprised of
learnability, memorability, efficiency, satisfaction and errors (Churm, T.,
2012). In addition, the
customer will learn how easy it will be to use the website and accomplish their
tasks and they will feel the memorability of the website based on how easy the
website is to use and come back to use the website (Churm, T., 2012). Each
technique helps learn how quickly users can complete a task by testing the
website (Churm, T., 2012). Moreover, each technique share an innovation to
align with the need of testing, which meet the needs of satisfying customers
and the understanding the severity of the errors and how easy they are to
recover from (Churm, T., 2012). An experience map allows the organization to
communication with the internal and external of the organization. It helps meet
the need of customers and innovate products and make changes to the
organization, which customers become satisfied with the products and
organization, leading to economic growth and sustainability. According to What is an Experience Map (n.d.), an
experience mapping is a strategic process of capturing and communicating
complex customer interactions, which the activity of mapping builds knowledge
and consensus across your organization, and the map helps build seamless
customer experiences.
In
this project, there is an architectural website, which is known as the
wireframe of the site. The reason that it is important to create a wireframe
for the reason and purpose of knowing exactly what is on the website that meet
the needs of the customers as following:
5
The reason for the Prototype to provide information on
the functions of the website. The home (Index) page is the main page in this
site, which will be used as the Prototype. On this website, there are two
different types of master, for example, Master A and Master B. Master A is the Main Master and it was used
to apply the designs across the site; on the other hand, Master B was created
to design all the other pages linked to the index (home page). Now,
understanding the functions of the website, they help the users and
organizations to understand how the website will work once completed.
According
to Rouse, M. (2010), landscape refers to a content, which is printed for
reading on the longer length of the sheet of paper, enabling a longer than the
usual line length or image to be printable, and changing from the usual default
of portrait to landscape when setting up the page is one approach to adequately
printing a Web page that loses some of its content to the right when printed in
portrait mode. On the other hand,
the portrait reads across a shorter length, which a print is done in portrait
mode; however, the alternative to portrait mode is landscape mode,
which presents content across the longer length of the sheet of paper (Rouse,
M., 2010).
It is important that the standard recommended for sizing a website. In
the chart below, it gives
different desktop screen solutions used worldwide,
which in this layout the 1366 px by 768 px were
recommended because this size
is used worldwide, it is important to use the appropriate size so that
the
website aligns with the rest of the world (n.d. Overview of the current desktop
screen resolutions
in use (worldwide). On the other hand, it was recommended to
use margins set, for example, 6px,
12px or 18px. In this layout, the 12px is
recommended (n.d.).
In
this paper, an appropriate fonts and text styles were discovered from three
authors, namely, Awwwards - Team (n.d.), Lee, M. M. (2015), and (n.d.).
7 Tips for Choosing the Best Web Front for Your Design. The research on an appropriate fonts and text
styles had created a decision to use either PT Sans + PT Serif or Myriad
factors. According to Lee,
M. M. (2015), sans serif fonts are much
easier to read on a screen; yet, the Myriad influence how easy a block of text is
to read and how recognizable words and letters are. First, it was recommended
to used 20 best fronts from Google Web Fronts, for example, PT Sans + PT Serif,
Josefin Slab, Arvo, Lato, Vollkorn, Abril Fatface, Ubuntu, Old Standard TT, and
Droid Sans. According to Awwwards - Team (n.d.), the types of fonts are hosted
on the user’s server independently of external services; however, the
@font-face was deprecated CSS2 rule, but re-introduced in the CSS3
specification, supporting by most modern browsers and/or supported by different
browsers and comes in formats such as TTF, WOFF, EOT, and SVG. Yet, top fronts
were recommended by Front Squirrel, such as, Anivers, Junction, Fertigo, Aller,
Audimat, Delicious, Prociono, Fontin, Frontin-Sans, and Chunkfive
(Awwwards-Team, n.d.). Secondly, understanding typography had created a better
way to make decisions on font, text, which it is the art of designing
proportionally spaces lettering arranged in the form of words, sentences, and
blocks of text so as to create legible, readable, and aesthetically appealing
textual material that clearly communicates its central message and is designed
appropriately for its audience (Lee, M. M. 2015). According to Lee, M. M (2015), it
has two fundamental principles of typography, namely, readability
and legibility. When considering readability, it defines as how easy a block
of text is to read; yet, legibility defines how
quickly and easily individual words or phrases can be recognized by the reader (Lee, M. M (2015). Myriad would relate to legibility, but
readability would relate to serif or sans serif. According to Lee M.M (2015),
sans serif (without serif) fonts are
easier to read on a computer screen. Thirdly, many uses either Serif verses San
Serif, but San Serif typefaces are the dominant choice (n.d., 7 Tips for
Choosing the Best Web Front). Therefore, San Serif is the recommended web font.
The
decision was made in the colors of the website are orange, green blue and
purple. It was recommended to use the colors, for example, orange, green, blue
and purple. According to Parker, R (n.d.), orange relates to joy, tropics,
happiness, and increases oxygen supply to the brain, strength and endurance,
catch attention, and highlight the most important elements of your design. On
the other hand, it was recommended to use green because it relates to harmony,
great healing power, restful color for human eyes, improve vision, indicates
hope, nature, herbal and health products. Yet, blue relates to the sky, sea,
trust, truth, calming effect, beneficial to the mind and body, tranquility and
calmness, promote products and services related to cleanliness (water
purification filters, cleaning liquids, and accepted to males, and collaborated
with yellow or red, blue creates high impact, vibrant designs, for example
blue-yellow-red is a perfect color scheme for a superhero. Next, purple
provides the feeling of luxury. However, selecting a color, it is recommended
to use HTML color picker (n.d., HTML color Picker). According to Dixon &
Moe (n.d.), Flat design or flat UI colors are quite popular in web design today
where bold, bright colors are used to create clean, simple interfaces.
The Wireframes and
Prototype are different methods. First, the Wireframes are used for planning
the site structure and layout (2015, CS OD3ssa). Secondly, the Prototypes are
the complete design, which allow user interface interaction (Andrews, C., Burleson, D., Dunks, K.,
Elmore, K., Lambert, C. S., Oppegaard, B., & Pohland, E. E., 2012). They emphasize collaboration, testing the computational process, and User-centered
design (UCD). In
addition, they create and test usability of resulting wireframes (Andrews, C., Burleson, D., Dunks, K.,
Elmore, K., Lambert, C. S., Oppegaard, B., & Pohland, E. E., 2012). The
reason for the Wireframes and Prototype is to provide an idea of the website
before the project is completed. However, creating deliverables provide the
users and organization an idea about the functions of the website and how it
was redesign to meet different needs based on the collection of information
from both the internal and external of the organization.
However,
it was explained that usability testing often experience user testing cannot
find certain minor problems (Allen, J., Drewski, E., Engelhardt, A., and Kim,
J., 2007). In addition, later in the development process, it was found that
testing, usability known to perform (Allen, J., Drewski, E., Engelhardt, A.,
and Kim, J., 2007). Moreover, it is not unusual that users had experience
difficult to process, during usability testing, and it was hard to find others
that will test the system (Allen, J., Drewski, E., Engelhardt, A., and Kim, J.,
2007). Often testing is expensive relate to the time that it takes to test the
system, and finding users to test the system (Allen, J., Drewski, E.,
Engelhardt, A., and Kim, J., 2007). It is also known the type of prototype used
can affect the many errors in the system (Allen, J., Drewski, E., Engelhardt, A.,
and Kim, J., 2007).
ii.
A description of at least three different types of usability testing and how
each is related to user-centered design best practices
It is recommended to have users to test
the navigation, Scheduling process, and retrieval process because it allows the
process of accurately ascertaining the user’s position and planning and
following a route as follows:
·
Service Page: Clicking the service page to
land on the correct page for scheduling services. This would allow users to
know that the navigation for the service page is working properly
·
Schedule services: Scheduling an
appointment with the correct staff to meet the need of the customers without
remembering the code, but redirecting the page to the appropriate session of
the site
·
Validate Schedule: Testing the system for
validated schedule so to prevent nonexistent or wrong services and preventing
scheduling the wrong staff personnel. This would include another paper land
related to the scheduled was validated on a time and date and the name of the
staff who had been scheduled.
·
Appointment Schedule Testing: testing the
system to ensure that appointment schedule is accurate to meet the need of the
users. This would include landing on another page related to the appointment
was scheduled, giving the appointment date and time
Philosophical
Usability Testing is recommended because it allows users to practice and
remember a belief about the site, and provide logic. Logic gives the users an
understanding of the reasoning conduct of principles of validation, and
providing a system of principles, underlying the arrangements of elements in
the site as to perform a specified task. It also gives the users, the
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