The Challenge

Computershare, a world-wide investor services provider, was embarking on a major redesign of their investor and employee stock purchase websites.

They were focused on improving the overall user experience by enhancing existing functionality and introducing new features and capabilities.

Computershare enlisted Centralis to conduct usability testing at multiple points in the project timeline, to ensure the voice of the user was an integral part of the design process.

The Process

Centralis conducted three rounds of usability testing that fit seamlessly into Computershare’s design and development schedule. We observed current users as they performed critical tasks in the system, including logging in, buying and selling shares, transferring shares, and managing their account settings.

Our first round of testing informed the development of an improved design which we tested as a low-fidelity prototype in round two. In our final round of testing, we evaluated an updated prototype with a fully developed visual design. After each round of testing, we summarized our findings and provided actionable design recommendations to improve the product.

The Impact

Each cycle of design, testing, and revision led to significant improvement over earlier iterations. From adjustments to the information architecture in the first round to more subtle usability fixes in the final round, our recommendations drove positive changes to the user experience.

Centralis continued to work with Computershare as their offering evolved, ensuring that customer feedback was central to all their design efforts.