Our client established a challenging goal: transforming 80% of their self-services into the online platforms by 2015, committing to meet the needs of users efficiently and providing a satisfactory experience. Thus, it was necessary to evaluate the performance of the digital solutions and ensure a high quality and user friendly usage that would meet the needs and expectations of both citizens and businesses.
EyeReply developed a research project that enabled to quantify, compare and improve the performance at different levels of analysis. We developed three different benchmarks: user experience, interaction, and visual effectiveness of each of the solutions that were tested across all platforms and for the three main customer segments. Our methodology combined personal interviews with eye tracking, and uncovered the entire user experience when performing several tasks.
The triangulation of these three different measures provided several benchmarks that allowed to gain knowledge on the experience, interaction and visual effectiveness of the different self-service digital solutions. All in all, EyeReply provided a complete assessment of the main services that allowed to easily identify implementation flaws and areas of improvement.