2. Usability Test Report Issues and Recommendations www.gosphero.com Dustin Zagars TCC 6120 Final Project June 28, 2013

3. Executive Summary

4. Goals of the Test To determine if www.gosphero.com can better achieve its business goals.  Is it easy for users to make purchases?  Is it easy for users to get information they need: price, functionality, retail locations, and tech support? Business Goals: 1.To sell Spheros directly or indirectly. 2.To provide information about the Sphero.

5. Business Rationale The results of the test will help Orbotix:  sell more Spheros directly and indirectly  provide easy access to information for potential customers  develop a great reputation  grow and expand its business

6. List of Issues Uncovered 1.Buying a Sphero as a gift is confusing. 2.Finding a store that sells Spheros is impossible. 3.Videos are easy to miss on the screen. 4.Troubleshooting and technical support are under- developed. major minor

7. Recommendations Buying a Sphero as a gift is confusing – shipping/billing address. PROBLEM: IMPORTANCE:Processing a sale is most important feature. “I wouldn’t have been able to buy it and send it to my son if I really wanted to.” RECOMMENDATION: 1.Have all text fields open under Billing Address and Shipping Address. 2.Move checkbox next to Shipping Address Title 3.Leave unchecked as default. 4.Change text to “Ship to my billing address.”

8. Recommendations Finding a store that sells Spheros is impossible.PROBLEM: IMPORTANCE: If potential customers can’t find a store close to them that sells the Sphero, they will buy something else. “I use navigation and maps all the time. Weird that a site like this can’t tell me exactly how to get to the closest store to my house.” RECOMMENDATION: 1.Put a more prominent links to Retail Partners Page on homepage and Place Your order page. 2.Redesign Retail Partner Page. 3.Fix zip code search and Google maps.

9. Recommendations Videos are easy to miss on the screen. PROBLEM: IMPORTANCE: Videos are the best way to communicate information. Need to be more prominent to better sell and inform users about the Sphero. “Seeing the video made it real. Now I understand what the Sphero can do. Words were not enough.” RECOMMENDATION: 1.Make the titles of the Videos impossible to miss. 2.Play the “What is Sphero” video once the homepage is downloaded. 3.Put more video or links to them on Meet Sphero page.

10. Recommendations Troubleshooting and technical support are under-developed. PROBLEM: IMPORTANCE: Customer service is necessary to be competitive. Take care of your customers and they will spread your product and good reputation. “ I would have liked to see the manual online. All the help documents were user generated. Can I trust them.” RECOMMENDATION: 1.Fix the home link on the Support section.. 2.Redesign the section. 3.Put the manual online for techie customers.

11. Next Steps 1. Move the check box on the ‘Place Your Order Page’. 3. Put links to all videos on the ‘Meet Sphero’ page. Move videos to the page if technically possible. 4. Redesign ‘Retail Location’ page and fix Google Maps function. 2. Start the ‘What is Sphero’ video once the homepage downloads. 5. Hire a team to redesign the ‘Support’ section.

12. Conclusion The test was done to determine if www.gosphero.com can better achieve its business goals: sell Spheros and provide users with information. By far, it was mostly successful – only 7 of 24 tasks were failed. Some issues were found of varying severity: Shipping/billing address function Retail partner page – zip code search and Google maps malfunction Videos easy to miss, hard to find Tech support Recommendations were given based on what is most necessary to better meet business goals, but also with cost and time in consideration. www.gosphero.com is vital to Orbotix’s success. It is the face of the Sphero to the world. Making it as good as it can be helps make Orbotix as good as it can be.

13. THANK YOU EMAIL: zagars.d@husky.neu.edu PHONE: 954-647-5580 Dustin Zagars

14. Appendix A Participant 1 Test Notes

15. Participant 2 Test Notes Appendix B

16. Participant 3 Test Notes Appendix C