The Tax Practitioners Board (TPB) wanted to conduct usability testing on their recent changes to website services, to ensure the delivery of a positive user experience. The TPB needed to understand more about users (tax practitioners, potential registrants and the general community) who would call the TPB instead of using the TPB website.
We used our Service Design approach to conduct user testing with focused tasks, understanding motivations, that led to the behaviours or comments about the new services and the website generally.
Through 25 in depth user interviews, online guerrilla testing with over 150 users and our expert review, in early 2018, we were able to:
• Capture and prioritise over 20 user needs /stories around content, navigation and user interface, working with the TPB team
• Create a series of personas reflecting the key user groups
• Produce recommendations and implementation options.