Case Study: Remote Usability Testing
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Centralis’ worldwide remote research uncovered crucial feedback to inform our redesign of MyUS.com.
The Challenge
MyUS.com enables people around the world to save money by shopping at US-based retailers and consolidating their shipping costs. The company sought to understand the challenges faced by both current and prospective global customers, as part of a user-centered redesign process.
MyUS.com partnered with Centralis to test their current sites and define a vision for the future experiences for both prospects and customers. Our goal was to ensure that people were easily able to understand how the service works, sign up for a membership, shop at US-based websites, and ship their purchases to their homes abroad.
The Process
At MyUS.com’s headquarters, we toured the shipping warehouse to understand its operations and interviewed key stakeholders about their goals for the site and objectives for the research.
We then partnered with a global array of trusted recruiting partners to find and schedule suitable participants from around the world, including Angola, Australia, Japan, and Saudi Arabia.
Our research was conducted remotely via web conference, allowing the client team to observe as participants used the current sites in real time to complete key tasks and comment on their experience.
The Impact
Our research brought customers to life for the client team, who were excited to understand what users wanted and needed from their service.
MyUS.com was impressed by our ability to connect seamlessly with their global consumer base. Our analysis of users’ goals, concerns, and desires became the foundation of a new communication strategy that highlighted both shipping and shopping activities and benefits.
Our Value
Centralis managed the logistics of this complex global project to accommodate users in Africa, Asia, Europe, and the Middle East.
Remote usability testing was a critical first step in our user-centered redesign process, The research helped the team prioritize its objectives - we focused on clarifying the nature of the service to new customers, and helping current customers shop and ship more easily.
The redesigned sites ultimately improved customer satisfaction and helped MyUS.com offer its services to an even broader global audience.
It really reinforces the issues we need to address."
- Chief Engineering Officer