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Three - Customer Digital Platform

“Three”, launched in 2003, is one of the top 4 largest mobile telecommunication network providers in the UK. For this project, I conducted an usability test on the “Three” website in order to assess the usability of “Three” online services, the company’s positioning in users’ minds and to identify the weak points. The test results helped to draw redesign recommendations in order to improve the overall user experience.

The report of the usability test first presents the aims of the usability test for “Three” and sets out its more detailed objectives. The study methodology based on standard CIF method is then explained and any adaptations made for this specific test are highlighted. The results of the test are presented in the form of quantitative and qualitative data and the findings are summarized into a list of recommendations for the redesign of the website.

The major findings of this report are concerning the brand identity which did not attract them particularly. Furhtermore, the services did not convince them because of a very significant amount of text which made the experience unpleasant. The lack of images did not help to understand the information. Most importantly, the overall site map and hierarchy of information were seen as very confusing which hurt the company image in the participant’s mind.

Project Tags

  • usability test
  • UX Design
  • Prototyping
  • UX Research

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