Mt Ruapehu Usability Testing
Visit Site: www.mtruapehu.com
Project Overview
Ruapehu Alpine Lifts (RAL) owns and operates the two ski areas Whakapapa and Turoa. In 2007, RAL came on board as a Cabbage Tree Creative client.
Our first site design for RAL pushed some boundaries in terms of design structure and thinking. However, it eventually became evident that while there was a lot of positive comment about the design in principle, the ongoing addition of content and some of the structural aspects were causing frustration with website users.
The Brief
The brief was to revisit the design of the site. This was initiated by Cabbage Tree based on the feedback we were getting from website users.
Our Solution
Our first objective was to understand what users were really looking for from the site and setting aside our own and the client’s assumptions on content and structure.
A series of usability studies were undertaken starting with a detailed analysis of the online feedback we were receiving from website visitors. The site has a feedback form to allow visitors to rate their experience and all the results were collated into a summary document and common themes drawn from them.
The key audience for the site was identified and this demographic was our target for undertaking some usability research.
The usability research completed in-house identified some interesting key points about what website users really looked for and how they navigated various different types of ski area sites.
Many of the comments underlined our own assumptions but some of the conclusions had significant impacts on how we redesigned the new site.
Navigation was the key.
Once the usability research was completed a comprehensive report and presentation were provided to RAL and a wireframe of the proposed design was developed.
Modifications to the wireframe were discussed and, once approved, the design was implemented.
The design also included a series of innovations such as a large menu format so any page could be accessed easily from the home page, redesigns of snow reports and webcam pages and modifications to the text alert system.
Success Factors
First and foremost was the willingness and trust of the RAL management team in allowing Cabbage Tree to undertake the usability research and listening to what people were saying.
Hearing criticism of your own baby is never easy and for both Cabbage Tree and RAL, being professional enough to not only listen but act on this criticism is what really made a difference to the success of this project.
Taking the time and making the investment in preparatory work, usability research and wireframe options meant that the design was based on serious user feedback and research - not just what we assumed looked good or what we ‘thought’ the user wanted. It gave us and RAL the confidence to make the leap from one design to something completely different - and it worked.
The Cabbage Tree team involved in the project were:
Project Manager:
Jude Burnside
Usability:
Claire Horrobin
Lead Designer:
Johnny Hall
Development:
Mike Nicholls