Rethinking what's in place through card sorting
Participants complete an open card sort on the Optimal Sort tool
In this open card sort, users classify a list of cards corresponding to the page’s content into categories they create. They then name these categories and prioritise them based on the most important information they want to get from the page.
The card sort is done using the online tool Optimal Sort.
This step is accompanied by a questionnaire to clearly understand how users group items.
Testing the page by giving the user a voice
We ask the user to search for a specific piece of information and let them browse the page freely
Whether by train or by plane, we are used to working on improving the traveller experience. We want to learn more about users’ browsing habits. To do this, we let them browse the page so we can identify their needs, the blockers and their expectations when searching for information. To avoid any bias, the user interview is counterbalanced with the card sort every other time.
Analysing and cross-referencing the data
We aggregate all the results to produce a detailed analysis of the user experience
It is now time to analyse the user feedback, gather the verbatim user comments, study the different journeys taken on the information page and cross-reference the card-sort data.
We pick a broad range of recruitment criteria to get an overall view of the different user profiles.
The online tool Optimal Sort quickly surfaces trends across the types of categories created and the associated cards. The dendrogram refines this analysis by assessing the levels of similarity or distance between these categories.
Information-architecture co-design workshop
To iterate on the page's information hierarchy, a co-design workshop is organised with the project team
After presenting the user-research results, we facilitate a co-design workshop with the project team.
In this remote workshop, we iterate on the information hierarchy of the page by cross-referencing the user feedback, the client’s business perspective and our own expertise.
Information-architecture proposal
Building on all the results obtained, a consolidated information architecture is proposed
We propose a new information architecture that brings together the user feedback gathered during the interviews and the card sort, the work done during the co-design workshop, and our expertise.
