• Jennifer S.

Service Org Case Study

Service Org of Southern Nevada Website

The Service Org of Southern NV website was designed to meet the needs of the club for growth and community outreach.

Service_Bammer

Roles: Solo UX/UI Desinger

Responsibilities: User Research, Prototyping, Usability Testing, Visual Design

Duration: 2 months

Duration: 2 months

Tools: Google Forms, Google Sheets, Google Slides, Google Docs, Zoom Meetings, Lucidspark, figma, pen and paper, and Notion

Overview

Summary:

The Service Organization of Southern NV Website was developed to easily attract potential members by presenting essential information about who they are and what they do through a new and engaging layout that simplistically displays images, text, and more in a quick, easy find manner.

Deliverables:

1. Performing a SWOT analysis of other service organizations
2. Administering a current member online survey
3. Conducting private interviews
4. Creating personas
5. Mapping a user journey
6. Listing user stories

 

 

  7. Designing a site map
  8. Outlining a user flow
  9. Creating Four-step sketches and digitizing wireframes
10. Designing a style tile for branding
11. Producing a low-fidelity and high- fidelity prototype
12. Facilitating usability testing

The Problem:

  1. The current website overall:
    • Was not helping recruit new potential members to the club.
    • Lacked the ability to keep the interest of prospective members.
  2. The current home page did not tell enough about the purpose of the organization.
  3. The current events page was not user friendly when viewing the upcoming calendar and signing up to participate.
  4. There was no where on the website for a potential member to join as a volunteer or an official member.

The Audience:

Key demographics

  • Age range: 18-54
  • Gender: Male/Female
  • Common job titles: Educator, Service Industry, Student, Business Owner, Etc. 

 

Key psychographics

  • Values: Initiative, Patience, Fearlessness, Selflessness, Giving attitude, Caring sentiment, Humility, Passion, Teamwork, self-confidence, sense of accomplishment, pride and/or identity
  • Likes to: work with others in the community, see the difference made, be appreciated, be generous, be helpful
  • Wants to: Give back to others, make a difference, be recognized for contributions

The Solution:

To help the organization attract new members, an overhaul was done on the homepage, about page, events page, and join page to make them more attractive, informative, and  user friendly for prospective members.

Phase One: Discovery

Competitive Analysis

Research Strategy and Findings

Survey

  • 14 out of 16 club members responded
  • 18 Questions for Club Members pertaining to the Current Website including  Demographics
  • Responses gathered over span of 2 weeks

Interview

  • 2 members chosen from initial survey
  • 5 minutes or less Zoom interview

Survey

  • None of the members polled believe their current website is working for recruitment.
  • Redesigned the layout of the website so that it appeals to potential new members
  • Inaccurate representation of the club
  • Specifically added information to the website so it reflects who the club is, what they do, and how they do it
  • Majority of members wanted to see new or potential member recruitment material added to the website
  • Whole new page, Join Us, was created.

Phase Two: Define

Personas

User Journey

 

User Stories

High Priority 

  1. As a potential member, I want to know how this club contributes and improves my local community so that I can make a decision on whether or not to join.
  2. As a potential member, I want to be able to join this club using the website so that I can become an official member.
  3. As a potential member, I want to be able to identify upcoming volunteer events so that I can sign up and give back to the community with the club.

Site Map

User Flows

Phase Three: Develop

Four-step Sketches

Wireframes

Version 1:

Version 3:

Branding

Phase Four: Deliver

Final Design Prototype

Usability Tests

    • 4 Users Tested
    • 4 Tasks
      • 1st: How can you find out the organization’s purpose in the community using the site?
        • Success Rate: 4 out of 4 (100%)
      • 2nd: How can you discover more about their members and the origins of the club?
        • Success Rate: 3 out 4 (75%)
      • 3rd: How will you determine what events the club is doing next and volunteer with them?
        • Success Rate: 3 out 4 (75%)
      • 4th: How will you use the site to become an official member of the organization?
        • Success Rate: 4 out 4 (100%)
    • Average time on all 4 tasks as a whole
      • 15 minutes

Problem #1

    • Two out of the four users had trouble identifying the tabs at the top of the page which allowed them to move from page to page in the website.

Problem #2

    • One user was on the events page but did not recognize that they could click on the Sign Up button to volunteer with the club for the event

Next Steps

Update will have the following changes to app:

  • Change the style of the Page Tabs to make them more noticeable for users or easier to recognize
  • Change the wording in the events boxes to “Volunteer with Us” instead of “Sign Up”
  • More Information on the Event Cards and Member Cards will be added

Service Org of Southern NV Website Learnings

  1. The design elements used in building a website are different than building a mobile app and may not always translate over.  One needs to be more aware of the size limitations when changing touchpoints and while a hover effect looks good on a website it cannot be used in a mobile app; so adjustments will need to be made.
  2. I might enjoy building websites more than I do mobile applications.  I enjoy incorporating some of the flashy effects on the web that one cannot see on a mobile device.  It takes more time and attention to grids and spacing but my creativity just might be able to shine more in web design than in app design.