Avaya.com Usability Test Findings and Recommendations March 22, 2002 Steve Ellis - Avaya

2 Methodology Overview 6 Usability Tests Conducted 1 Hour Each In-person Format Visual Design (jpeg) and Interactive Prototype Used User Profiles 3 Avaya Customers 3 Potential Avaya Customers Financial Services (2) Health Care Manufacturing Services Government

3 Usability Test Results Highlights Overall response was positive and indicates project is on track Site structure and approach tested well Customers preferred this to the current site Compared well to competitor’s sites Most problems addressable before launch

4 Two Top Areas for Improvement Users felt the home page content lacks a clear message about: –Who Avaya is –What Avaya does –Why they should choose Avaya Users felt the product content is: –Too lengthy –Too marketing oriented –Impeded their ability to locate information

5 Top Issue #1: Home Page Message Unclear Secondary links hard to read (low contrast) Good phrase, attracts attention But text is weak and uninformative Picture doesn’t illustrate our business - “where are your products?” “Looks like an Ad” “Why would I care?” Customers confused about who these are for Is this same as Support? “Looks like people fleeing a building” “Too small”

6 Top Issue #2: Content not optimized for Web

7 Findings and Recommendations (“High” Priority) 1. Users find Product and Solutions text too wordy. Revise the content to a more web friendly style easier for users to scan. 2. Users have a hard time reading secondary global navigation and the breadcrumbs. 1) Increase text size of both 2) Increase contrast for secondary global nav. and breadcrumb 3) Change link colors to standard web link colors 3. Users need more explanation of products and product groupings, in plain English. Include a short description, in plain, easy to understand language, of what products and product groupings are about. 4. Contact form is unnecessarily complex and offensive. Reduce the amount of information asked for on the form. 5. Difficult for users to return to home page. 1) Increase text size of breadcrumb 2) Home link at top of left nav 3) Put link to Home in footer next to site map and glossary 6. Confusing to have two search boxes on one page in Support. 1) Remove Support Search 2) Remove Search from header 3) Modify Support Search to clarify relationship between two searches 7. Users like “Avaya Is The Leader” but don’t see a good description of what Avaya does. Improve text underneath “Avaya Is The Leader” to provide a better description of what Avaya does

8 Findings and Recommendations Continued (“Medium” Priority) 8. Users don’t understand the term Business Partner Rename - possibly Business Partners to "Resellers" 9. Users can't find Our Customers in Who We Are section 1) Related link on Corp. Info Landing Page 2) Customer Success Stories link in Solutions area, 3) In-text link in Who We Are description on Corp. Info. landing page 10. Product Finder doesn't offer enough added value Remove Product Finder for the moment, reintroduce at a later time when better developed. 11. Users find the label Quick Links label confusing 1) Clarify to label to better reflect intent of links 2) Rename to "Quick Links For"

9 Findings and Recommendations Continued (“Low” Priority) 12. The term "Demo" confusingRename 13. The term "Presentation" confusing Rename 14. The header "Section 508" confusing Rephrase to be: "Accessible (Section 508) Products" 15. Escalation List unclearRename to Escalate to Tier The term Register Now confusing Rename to "Register for Support Services" 17. Government Link not understood Rename

10 Backup / Examples

11 Product Links Need More Explanation Need 1-2 sentences describing what each of these are

12 Difficult For Users To Return To Home Page Users typically did not find the breadcrumb link to Home Users did not know that the logo is a link to “Home”

13 The Long “Contact Avaya” Form Is Considered Gratuitously Long and Intrusive More fields to complete “below the fold”…

14 Two Searches On Same Page Confusing