Capita

UX audits and expert reviews

As part of my work with Capita I have been tasked with performing various UX audits and expert reviews on existing products or services to identify where potential improvements could be made, or target any particular areas of concern to run rounds of user research to further uncover pain points or insights. When performing these audits I typically create extensive documentation to clearly showcase where the issues are pinpointed, and suggestions on how improvements can be made to improve either the user experience, or the accessibility of the product.

Accessibility

Below is an example of some accessibility issues which were flagged on a chatbot product review focusing on recognising how assistive technology users would require the interface to be marked up in an accessible manner.

Content

Below is an example of reviewing the conversational element of the chatbot product to determine if the content is clear and easy to understand as in this particular interface content is the user experience.

Usability

Below is an example of some areas of a report which indicated some usability related issues with a chatbot product and what the impact of these issues would be on the user experience.

Functional

Below are observations in regards to the functional and component based elements of the interface, and how these could be improved.