User Experience Testing Improves Twiddy's Website Usability

Twiddy & Company knows that great service means great user experience. With limited time and budget, they came to Cardinal Path and learned several ways to improve their user experience.

The Challenge

Priding themselves on the service/hospitality they provide, Twiddy realized that great customer service also meant great user experience. Searching to improve the user experience of their website, but short on time and resources, Twiddy approached Cardinal Path for user experience consulting.

Each participant spent a total of 30 minutes on the Twiddy site. To help them along a task sheet was created to present tasks and survey questions. After they had their own experiences with the Twiddy site, we had our group feedback session.

Our user experience team constructed a four-stage user experience testing process, using a website focus group, performing qualitative user tests, card sorting exercises and more.

The Results

This four-stage process produced a wealth of information about how users expected the site to work, and uncovered some hidden gems, including:

• How users found the registration form frustrating.
• The usefulness of a ‘per Person / per Night’ feature, which breaks down a home’s price by per person OR per family based on how many rooms are in the home.
• What users wanted to see in search results when searching for a home to rent.

With all of this great qualitative information, Twiddy made site-wide decisions based on specific feedback provided, and alter current mock ups in preparation for future GWO tests.

The idea of focus groups has been around for quite some time. What was so appealing here, was how it connected your quantitative analytics with a qualitative explanation. You can spot a trend in numbers, but understanding why and then how to improve the bottle neck was a quantum leap for our small company. A live example with real actionable items.Ross Twiddy, Director of Marketing at Twiddy & Co