August Discovery Research
Phase: Discovery
Audience
- Funding Project Team, Stakeholders, Product Owner & Customers
What we discovered
| Learning | Area |
|---|---|
| 💡 My Account wireframes |  |
| SE language confuses people | Language |
| our websites often call the same thing by multiple names | Language |
| Actions, Services, Products are all confusing and overlapping terms | Language |
| Acronyms are bad | Language |
| Scent trails are problems. Links go to screens that have totally unrelated headings | Layout/Navigation |
| our systems do not match users mental models | User Sentiment |
| The pages are getting cleaner and easier to use | Complexity |
| users feel that context is often lost, leaving them confused. There are too many things to remember. | Complexity |
| user found it annoying when asked to set preferences when there were only a few choices anyway. | Layout/ Design |
| Inappropriate language can unintentionally upset users (‘My NAME is not a preference’) | Language |
| users got annoyed by us asking for info repeatedly or that we already knew. | User Sentiment |
| The clearer the pages, the more users liked them. | Layout/Navigation |
| it was too much about SE and not enough about the user | User sentiment |
| The fancy stuff is great but users would prefer us to get the basics right, first | User sentiment |
| user expect UK address formats | Layout |
| ‘EVENTS’ is a term that has many meanings | Language |
| 🧰 We changed |  |
| Layout simplified and make clearer | Â |
| Language simplified | Â |