USER EXPERIENCE REDESIGN PROJECT
As part of the Interactive DESIGN II class, I was given the assignment of redesigning the Stowe Ski Resort website. Our instructor, Josh Miller, chose this site for us to redesign due to its challenging and confusing user experience. Our objectives were to:
- 1. Perform an analysis of the current site, listing the problem areas.
- 2. Record a process flow of the current site.
- 3. Perform a competitive analysis of other online ordering/ticketing systems that have a positive user experience.
- 4. Revise the site's process flow based on competitor analysis.
- 5. Create personas of users who are likely to use this site to keep in mind when designing the UX.
- 6. Based on persona scenarios, revise process flow to accomodate all situations.
- 7. Design wireframes for each page of the site based on process flow revisions.
- 9. Perform user testing to evaluate the UX/UI of redesigned site.
PROCESS FLOW 1
PROCESS FLOW 2
After performing competitive research and analysis, I revised my original process flow a few more times and decided on this.
USER TESTING RESULTS
I completed THREE user tests on both the mobile and desktop versions of my site. Each user completed FIVE tasks ranging from simple to complex. The feedback I received brought issues to my attention that I would change to make the UX more seamless. Below are the scenarios I presented to my test participants:
1. You are a new user who wants to create a Stowe account.
Users completed the task easily.
2. You already have log-in information as well as an ESC. You want to set up the Bypass feature to connect your credit card to your ESC.
Every user struggled with this task. The third user completed it, but had to think through it first. The word "reload" was confusing to users and the "add bypass" feature should have been more prominent on the site.
3. You are a parent who wants to be able to ski every day during the winter season, but you do not live locally. You do not have an account or ESC cards for your family. Your spouse wants to ski for 3 days only, as do your two children. You want to choose the cheapest option for each family member's needs.
One of the three users completed this task easily. Two of the users didn't read the difference between the various passes, so ended up choosing the wrong one. The wording of "seven and seven plus" was confusing.
4. You have an ESC and want to load a 3-day ticket on to your card.
All users struggled with this task due to the confusion of the "reload esc" wording. Users tended to try and purchase lift tickets and wanted an "add to esc" option there.
5. You are a college student who wants to ski seven days per week over winter. You live locally and want to compare prices. You want to purchase the cheapest option for the most amount of ski time.
All users completed the task. One completed it correctly, but the other two did not choose the "seven plus" option because they didn't read the explanation below the options.