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Inclusive Usability Testing

  • Usability Testing

Overview

The Money and Pensions Service developed MoneyHelper, a free service combining the support of three government-backed financial guidance providers: Money Advice Service, The Pensions Advisory Service, and Pension Wise. We conducted remote 1:1 usability testing sessions for the Pension Wise site to ensure accessibility and inclusion.

Year

2023

Main Goal

The goal of this project is to evaluate and enhance the accessibility and inclusiveness of the Pension Wise website on Money Helper, ensuring it effectively meets the needs of users with various impairments, particularly those over 55 years old with different types of pensions.

Process

Research Methods: Usability testing

Steps Taken:

Planned and organized remote testing sessions.

Selected 9 participants with various access needs (motor, visual, cognitive impairments).

Ensured participants were over 55 years old and had defined contribution pensions (2 participants were aged 50-55 and had defined benefit pensions).

Conducted testing over MS Teams with participants using different devices (6 laptops, 2 smartphones, 1 iPad).

Each session lasted 1 hour, involving screensharing, a facilitator, a scribe, and observers from the MaPS team.

Held collaborative wrap-ups after each session to note key findings.

Outcome

The outcome of the project was the identification of key accessibility and usability issues on the Pension Wise site, particularly for users with motor, visual, and cognitive impairments. Based on the feedback from the usability testing sessions, actionable recommendations were made to improve the site’s accessibility and user experience. Detailed notes and video recordings were handed over to the MaPS team to guide the implementation of these improvements.

Findings:

Collected valuable feedback on site accessibility and usability from a diverse group of users.

Identified specific areas for improvement to better cater to users with impairments.

Impact:

Recommendations for enhancing the accessibility and inclusiveness of the Pension Wise site.

Provided detailed notes and video recordings for further analysis and implementation by the MaPS team.

Success Metrics:

Improved understanding of accessibility needs for the target user group.

Clear action items for enhancing user experience on the Pension Wise site.