Project Overview:
This project focused on evaluating and improving the usability of a student support services website at Mount Royal University. The goal was to identify usability barriers affecting clarity, accessibility, and student engagement, and to provide actionable recommendations based on real user feedback.
Design Brief:
The objective was to assess the site’s structure and content through user-centred testing and propose changes to enhance its overall functionality. Emphasis was placed on improving navigation and ensuring the interface supported a wide range of student users, including Indigenous students accessing Iniskim Centre services.
Target Audience:
Undergraduate students at Mount Royal University, with a particular focus on new or infrequent users of support services. Accessibility, clarity of information, and ease of navigation were central considerations, especially for students unfamiliar with institutional resources or experiencing academic stress.
Process & Methodology:
Participant Recruitment & Adaptation: Initially targeted Indigenous students, but pivoted to a broader MRU student sample due to low response rates. Adapted recruitment strategy mid-project while maintaining research integrity.
Think-Aloud Usability Testing: Conducted one-on-one think-aloud sessions with six participants. Users were asked to complete tasks while narrating their thought processes, revealing pain points and moments of confusion in real time.
Survey & Data Collection: Follow-up surveys collected both Likert-scale and open-ended responses. Observational data was paired with survey responses to quantify completion rates, error frequency, and perceived clarity.
Synthesis & Report Design: Analyzed findings and created a formal usability report using Microsoft Word and Adobe InDesign. The final report included written recommendations, task flow insights, and annotated visuals.
Outcome: The Iniskim Centre confirmed they would implement several of the report’s recommendations in the next phase of website updates, demonstrating the real-world impact of this research.