Problem: Our Usability Research team was tasked with testing the usability of Qwest's online account management system. From analysis of the system, using methods such as cognitive walkthroughs and from our own tests of trying to use the system ourselves, we saw several potential issues for users.
Solution: Our team worked together to devise a usability test kit. We used this kit to conduct tests and report our findings on the usability of the interface. The goal of our study is to provide redesign feedback to Qwest's Online Account Management team so that they can improve the usability and user experience of key aspects of the personal online account management.
Sample screens of UI issues found.