Pet's Pantry Website - Usability Study

The non-profit Pet Pantry meets the needs of families and animals in their community through the operation of a Pet Food Bank Program, Lower Cost Spay/Neuter/Vaccination Programs, and by supporting animal rescue through their adoption program. There is a lot of information that needs to be displayed on this website and to lay all the info out in a way that makes sense, user testing is vital.

Languages and Software
Usability Hub / Adobe Illustrator / Adobe Photoshop
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The Challenge

The purpose of this project was to find a poorly organized website and conduct a usability study to test multiple users with different methods. Performing these tests allowed me to find different ways to improve this website's user experience. The more people that participated in the user testing, the stronger the results, and the better I could improve this website. Below are the results from the tests I had conducted for the improvement of the Pet Pantry's website.

Research Methods

The hot air balloon method is an excellent start to analyzing the pros and cons of the website. Pros: Very informative, wishlist eliminates guessing, contact info is easy to find. Cons: Outsourcing, no donation food link, repeated pages, events are not up to date, duplicate links/broken links within pages, and no clear mission.

Using competitive analysis can be very helpful to compare the website against competitors' websites, and see what weaknesses/strengths the site has and how it can improve. When going through the process of this method, I found that the Pet Pantry is strong in terms of content and branding. Still, it could improve by condensing the info that is similar to the same page and laying the info out into categories that make sense, adding a call to action, and adding clickable items into each main drop-down section.

The card sorting method is useful when exploring the content structure, and seeing how other users would sort the info themselves. This method helps to rearrange the content of the website into categories that make sense to the user and condense info that repeats. Three different people went through the process of card sorting, and each person had a similar outcome, with slight differences.

A single ease question identifies how easy users can accomplish any given task. This method can help to create a better experience for users and eliminate pain points. Using this method, I found many pain points for users with donating food, organizing appointments, and receiving food for pets.

I like, I wish, and What if helped to see potential structural errors, interface errors, missing pages, etc. This method allowed me to have a small critique with a few people to see what they thought was effective, ineffective, and what they would want to see. I found that most issues were coming from an overwhelming amount of drop-downs, and navigation elements that weren't clickable, as well as pages that you can't leave.

A quantitive Audit takes note of all clickable pages and info located within a website. This method showed me that none of the categories are clickable, and links are outsourced, duplicated, missing, and outdated.

Learnings

After completing the testing I have found that the website would have a greater user experience for all ages if there was a clear message with a call to action on the landing page, similar information was condensed to the same page/category, no missing pages, links are working, and content is up-to-date. Condensing pages and categories would help people find what they need with ease, and allow the user not to get distracted by other links and info while navigating through the page. The before and after images below show potential changes that could be made to the website to create a greater experience.

Landing page after
Landing page before