Sometimes questions are more important than answers
Expert reviews aim to analyze a design by a UX expert with the goal of identifying usability issues and strengths. The knowledge and experience of the UX expert to test an application, products, websites, or even a physical product by getting into the shoes of the users and understanding their needs.
In short, what are the pain areas and what are the recommendations to help business grow and make users happy.
Expert reviews are mainly done - when a website or an application is already existing, identifying/approaching a new client with a review pitch, or when the company does not have budgets and timescales for user research.
I have done expert reviews for various Software Applications, Apps, Banking and Insurance websites.
ICICI Bank
Understand the Brief:
Understand & Evaluate the User Experience of the ICICI Bank live website
- Understand users’ mental model and expectations
- Evaluate website against standard UX Heuristics (Scorecard)
- Conduct UX Review and provide recommendations
- Conducted a user experience assessment of the desktop version of the current website.
- Assessed the usability of the website along with identifying the tasks that will involve and persuade users to proceed with the journey, understand the emotions they will go through when performing tasks, does the website build a brand trust by the content, the links, show user reviews, host live event videos etc.
Stakeholder Interviews
Interviews with the key stakeholders at bank to understand the business goals and the expectations from this project. Gather personas specifications and mapping the scenarios with the tasks to be reviewed.
Identify the current issues in the website that are roadblocks to meeting business objectives.
List of Points to be reviewed
Buy a Product: Open an Account, Take a Loan or an Insurance, Investment money and many more
- Search: I know what I want
- Browse: I roughly know what I want
- Window Shop: I want to see what's new and interesting
- Search: I know what I want
- Browse: I roughly know what I want
- Window Shop: I want to see what's new and interesting
Contact/Get Help
Executive Summary
Websites Conceptual Model ≠ Users’ mental model
Repeating links and actions, confusing users and adding
First Use is not guided or self-explanatory
Too much asked, too little given
App provides data, but no decision support or integration
Too much text = too much comprehension time
Repeating links and actions, confusing users and adding
First Use is not guided or self-explanatory
Too much asked, too little given
App provides data, but no decision support or integration
Too much text = too much comprehension time
Few Findings
Disclaimer: To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study.
The information in this case study is my own and does not necessarily reflect the views of the client.
