Highlevel Findings Presentation

CFS FirstNet Redesign Findings & Recommendations AUGUST 2003 CFS FirstNet Redesign Findings & Recommendations Agenda        Project objectives Our approach What we did FirstNet Adviser/Wrap – the process and outcomes FirstNet Investor – the process and outcomes FirstNet Master, Employer, Dealer Recommended next steps CFS FirstNet Redesign Findings & Recommendations Objectives   Review and enhance the navigational structure of the FirstNet secure sites The new navigation and related transactional processes should:    Follow a human-centred approach, ensuring that the structure and labelling enhances the usability of the site and meets the needs of the target users Be robust enough to encompass new functionality and content as it is created Integrate FirstNet Adviser seamlessly with the Wrap navigational structure and transactional processes CFS FirstNet Redesign Findings & Recommendations Our Approach       Human-centred design Iterative Neutral viewpoint Paper-based concepts Reflect new functionality from concurrent projects e.g the Entire X project Tested:     People’s general understanding of what the site did Their understanding of investment terminology The site’s navigational design Information layout (e.g Regular Investment Plan) CFS FirstNet Redesign Findings & Recommendations What We Did Assessment:      Review of previous research Assessment of current site Competitive analysis Review of future enhancements project documentation Workshops with business stakeholders Concepts:   Initial concept with subtly [company name] navigation metaphor Iterative testing and refinement of concepts CFS FirstNet Redesign Findings & Recommendations Assumptions        Prior research had already highlighted the core interface issues Prior research had been conducted with end-users on the current site Everyone recruited for testing would attend and meet the recruitment criteria Wrap platform and the level of integration was understood by the business The Wrap was not going to affect the FNI site We had free reign to start the redesign from scratch Prior research had already highlighted the core interface issues The FNM, FND, and FNE sites’ users would have similar needs, experience and issues to those using the Investor and Adviser sites CFS FirstNet Redesign Findings & Recommendations Focus Group Test Plans  Adviser Rounds &    Investor Round    Participants shown paper-based concepts and asked for immediate feedback The group was asked where on the screen they would go to complete common tasks Participants shown paper-based concepts and asked for immediate feedback The group was asked where on the screen they would go to complete common tasks Investor Round   Participants given ‘booklets’ of paper-based concepts and asked to circle where on the screen they would go to complete common tasks Group discussion on any issues encountered after individuals had completed the booklets CFS FirstNet Redesign Findings & Recommendations FirstNet Adviser/Wrap Participants     There were five participants across the two groups Mix of sole practitioner, IFA, Boutique, CBA experience Age range: 26-52 All male CFS FirstNet Redesign Findings & Recommendations Round Concepts Design rationale - Administration functions moved to the top of the page to reduce clutter - Incorporated the proposed functionality/content changes to the Adviser site - Reduced the clutter on the menu by grouping ‘like’ functionality, collapsed under headings - Tested proposed inclusion of practice management reporting - Tested the proposed silo redesign of Adviser/Client Tools - Tested the ability to flick easily between the client’s accounts via a drop-down menu CFS FirstNet Redesign Findings & Recommendations Round Wrap Design rationale - Tested four options for Wrap integration, assuming: - Separate log ins - Single log on, split at the homepage - Single client list - Split client list and portfolio CFS FirstNet Redesign Findings & Recommendations Round Concepts Design rationale - Design based on feedback from the first round of Adviser concept testing - Break out core enquiry tasks once at the account level - Toggle between accounts embedded in central body - People want to see the full list of navigation options Categorisation is too open to interpretation - Testing of these concepts highlighted that people not understand investing terminology CFS FirstNet Redesign Findings & Recommendations Round Concepts – Outcome People didn’t understand the following terms:           Portfolio Fund Option Product Account Distribution method Applications Switch Investment selection Tax history They think Colonial First State is a bank CFS FirstNet Redesign Findings & Recommendations Round Concepts Design rationale - People didn’t care whether they were in First State, First Choice etc - Wanted the page to be simple Didn’t understand the multiple account totals - They didn’t understand the ‘Account Designation’ they would rather see the full name of the CFS product rather than acronyms CFS FirstNet Redesign Findings & Recommendations Round Concepts Design rationale - Separating the enquiry from other tasks was too confusing - Don’t often allow other people to access their accounts, so they don’t want this functionality promoted - Further investigation needs to go in to labelling terminology Some first steps were made here - Print this page is more intuitive than print this report CFS FirstNet Redesign Findings & Recommendations Outcomes and Recommendations  Homepage login is quite confusing  People want the long list of options in the navigation  They like the trimmed down layout of the portfolio/account list page  People still have problems navigating around the transaction history section  Change investment allocation (investment selection) /Bpay options / switch investments appear similar to users  They see administration as a secondary task  People say that having access to unit prices, fund profiles etc would be nice to have on the secure site, but no-one has used them there  Bank account details were confused with contact details They assume ‘Bank’ means CFS CFS FirstNet Redesign Findings & Recommendations FirstNet Investor - Outcomes Design rationale - All primary information appears on left hand side - Secondary information appears at the top of the page Generic fund and educational information could be removed Contextually specific information is more relevant - People were more likely to use the FAQ section than Help - Alt tags could further enhance the intuitiveness of the site - Terminology should be revised further CFS FirstNet Redesign Findings & Recommendations FirstNet Master - Outcome Design rationale - Administrative information (e.g change PIN, Order documents, assign access), is kept consistent with the other sites and is now contained within a single ‘Administration’ heading - The core things people come to the site to are located exclusively within the left-hand menu - Global links on the top right of the page were grouped to represent more site specific tasks - Log out moved to the top right, positioned next to the window close or ‘x’ button CFS FirstNet Redesign Findings & Recommendations Design rationale FirstNet Employer - Outcome - The core things people come to the site to are located exclusively within the left-hand menu People don’t mind long menus as long as everything is relevant - Global links on the top right of the page were grouped to represent more site specific tasks - Log out was moved to the top right, positioned next to the window close or ‘x’ button - The labels were changed to be more intuitive (e.g “Clearing Account”) CFS FirstNet Redesign Findings & Recommendations FirstNet Dealer - Outcome Design rationale - Administrative information is kept consistent with the other sites and is now contained within a single ‘Administration’ heading - The core things people come to the site to are located exclusively within the left-hand menu - Global links on the top right of the page were grouped to represent more site specific tasks - Log out was moved to the top right, positioned next to the window close or ‘x’ button CFS FirstNet Redesign Findings & Recommendations Outstanding Issues - Critical  Wrap: There could be a number of significant usability issues depending on the level of integration adopted  There are a number of existing usability issues related to labelling and navigation   FNI: Visual design does not comply with accessibility guidelines Excessive visual weight reduces readability and usability  Investors not understand investing terminology  CFS FirstNet Redesign Findings & Recommendations Outstanding Issues – Minor  FNA:   FNE:    Advisers are happy with the current design, significant changes are not required However, they have not used transactions yet and some testing may be necessary when this functionality is available Has not been tested with ed-users Unmatched records score box and table concept interaction is confusing and disjointed FND/FNM: These sites have never been tested with end-users  FNM has a non-secure sign on  CFS FirstNet Redesign Findings & Recommendations Next Steps  FNI: A user-centred approach to re-labelling will enhance site intuitiveness  Visual re-design (ie visual emphasis) is recommended, this may help address some of the confusion   FNA/Wrap: Testing of Adviser transaction screens  Wrap - Further validation with end-users is a costeffective method to ensure that the integration meets user needs  Wrap re-labelling is important to ensure consistency with FNA and intuitive navigation  CFS FirstNet Redesign Findings & Recommendations Next Steps  FNE:   FND/FNM/FNE:   Unmatched records score box and table concept should be reviewed with end-users BDMs should not have to teach people how to use it Testing similar to the testing used in this project may highlight changes which in turn may alleviate time consuming activities for the call centre and BDMs Public site:  Need to decide whether to go through similar exercise for public website – ie Content review, user experience review (could run in conjunction with content management project) CFS FirstNet Redesign Findings & Recommendations Questions ?