Case Study: User Research & Data Analysis to Improve User Experience of Existing Systems & Services

Client: EBSCO Industries

Prior to rolling out an existing system to a new user base, EBSCO commissioned A21 to conduct a usability study of the system. The study was comprised of an in-depth analysis of 6 months of usage data, interviews with technology and support teams, user task-completion and ethnographic studies with users, and A/B user testing of existing vs. proposed menu structures. A21 identified opportunities for improvement of the user experience, and produced a list of actionable, prioritized enhancements to increase the adoption of, and confidence in the existing system among existing users, before rolling out to their new user base.