Post on 09-Aug-2020
September 2012
BC Hydro Website – Usability Testing
Research and Analytics Services
Key Highlights
We are in the throws of re-designing some aspects of our website – bchydro.com. To ensure it is easily
navigated and intuitive for our visitors, we went to you, our panel, for usability testing. We presented a
typical web visitor scenario for each of two different website designs, we then asked you to click on the
image/text of where you would go on the site to find that information. Your responses generated a heat
map where we reviewed the ‘hot spots’ or the areas that had the most clicks.
Based on your feedback, we were able to make changes to the wireframes before the design is
finalized. The results are now with our digital communications team and we hope to unveil the finished
product soon!
Methodology
Data was collected using BC Hydro’s online residential research panel, Your Power Poll. The survey
was available from August 30 to September 13, 2012. A total of 641 surveys were completed, yielding a
response rate of 32%. As this is an online study, according to the Marketing Research Intelligence
Association (MRIA) of Canada, a margin of error statistic cannot be computed.
2
WEBSITE DESIGN: OPTION 1
3
YOU WANT TO STOP
RECEIVING BILLS IN THE
MAIL AND MOVE TO
PAPERLESS BILLING.
CLICK THE FIRST SPOT
ON THE MOCK HOME
PAGE WHERE YOU
WOULD GO TO DO THIS.
SCENARIO 1
4
A SMART METER HAS
BEEN INSTALLED AT
YOUR HOME AND YOU
WANT TO LEARN MORE
ABOUT WHAT THAT
MEANS TO YOU. WHERE
WOULD YOU GO?
CLICK THE FIRST SPOT
ON THE MOCK HOME
PAGE WHERE YOU
WOULD GO TO DO THIS.
SCENARIO 2
5
THE LIGHTS IN YOUR
FRIEND’S
NEIGHBOURHOOD ARE
OUT AND THEY ARE
ASKING YOU TO FIND
OUT WHAT IS GOING ON.
CLICK THE FIRST SPOT
ON THE MOCK HOME
PAGE WHERE YOU
WOULD GO TO FIND
THIS.
SCENARIO 3
6
WEBSITE DESIGN: OPTION 2
7
8
YOU WANT TO STOP
RECEIVING BILLS IN THE
MAIL AND MOVE TO
PAPERLESS BILLING.
CLICK THE FIRST SPOT
ON THE MOCK HOME
PAGE WHERE YOU
WOULD GO TO DO THIS.
SCENARIO 1
9
A SMART METER HAS
BEEN INSTALLED AT
YOUR HOME AND YOU
WANT TO LEARN MORE
ABOUT WHAT THAT
MEANS TO YOU. WHERE
WOULD YOU GO?
CLICK THE FIRST SPOT
ON THE MOCK HOME
PAGE WHERE YOU
WOULD GO TO DO THIS.
SCENARIO 2
10
THE LIGHTS IN YOUR
FRIEND’S
NEIGHBOURHOOD ARE
OUT AND THEY ARE
ASKING YOU TO FIND
OUT WHAT IS GOING ON.
CLICK THE FIRST SPOT
ON THE MOCK HOME
PAGE WHERE YOU
WOULD GO TO FIND
THIS.
SCENARIO 3
WHICH WEBSITE DESIGN
DO YOU LIKE BEST?
11
12
68% of
respondents
preferred
design/option 1
32% of
respondents
preferred
design/option 2