Project Phrase 2 (Part 2)
2.0 Task Analysis
2.1 Introduction
The website that we choose to approve is Rumpke website, a comprehensive platform offering waste management services to both community residents and business entities. The website aims to provide convenient and specialized solutions for garbage disposal, ranging from trash collection and recycling to large cleanups and industrial waste management. Despite its extensive offerings, the Rumpke website currently faces several Human-Computer Interaction (HCI) challenges, impacting user engagement and satisfaction. The three tasks chosen for observation during the user analysis are as follows:
Task 1: Disposal of Garbage
Task 2 : Visit Tour
Task 3 : Payment
2.2 Derivation of HTA
a) HTA for Task 1 - { Disposal of Garbage (Main Functional task) }
User 1: Potential employee - Mr. Dong Fu
Schedule Weekly Garbage Pickup
Link : https://techtinkerteam.blogspot.com/p/persona-1.html
User 2: Business entity – Mr. Jack Wong
Arrange Bulk Pickup for grocery store’s waste
Link: https://techtinkerteam.blogspot.com/p/persona-2.html
User 3: Resident - Mr. Yang Bowen
Schedule Weekly Garbage Pickup
Link: https://techtinkerteam.blogspot.com/p/persona-3.html
Findings from the HTAs for Task 1:
Mr. Dong Fu opened the website, chose to click on “menu” directly as he knew his task and thought task 1’s relative functions could be found there. And he clicked on “For Your Home” which is the nearest to his needs. Then he clicked on “Residential Trash Removal” to learn more about RUMPKE and how they will help him to schedule weekly garbage pickup. After having a quick look, he clicked on Request Service and filled the form and chose appropriate services for himself. After completing the user information and submitting, all he needs to do is wait for Rumpke’s contact. For Mr. Dong Fu, he would clean his house regularly and this website could help him to deal with the trash conveniently. And as far as he’s concerned, the RUMPKE website is environmentally friendly as it contributes to the earth’s sustainability.
As a first-time user, after Mr. Jack Wong opened the website, he browsed it from up to down to have a whole look and tried to see if he could find out how to do task 1- “arrange Bulk Pickup for grocery store’s waste” directly. At the bottom of the website, Mr. Jack Wong clicked on the ”disposal services”. After having a look, he clicked on “Request Services”, so he found the correct interface easily in general and filled in the information that the website needs to connect with him. Mr. Jack Wong’s comments on the RUMPKE website about task 1 is that it is hard to see the right task he wants as there are so many tasks on the catalog and not obvious to tell. The total time for him to find task 1’s interface and fill the information is around 3 minutes.
As a first user and a KLG resident, Mr. Yang Bowen did the same as Mr. Jack Wong, he browsed the website first and found “How can we help you today?” part and clicked on “For My Home” directly to see if he can make an appointment on the disposal of garbage there. As he opened the link, he saw many functions and chose “Residential Trash Removal”. After a quick general look, he tried to ask our interviewer for help, and then he opened the correct interface-“Request Service”, filled the form and completed the user information and submitted it.
b) HTA for Task 2 - { Book a environmental Tour }
User 1: Potential employee - Mr. Dong Fu
Schedule Weekly Garbage Pickup
Link: https://techtinkerteam.blogspot.com/p/persona-1.html
Figure 2.2-7
Figure 2.2-8
User 2: Business entity – Mr. Jack Wong
Arrange Bulk Pickup for grocery store’s waste
Link: https://techtinkerteam.blogspot.com/p/persona-2.html
Figure 2.2-9
Figure 2.2-10
User 3: Resident - Mr. Yang Bowen
Schedule Weekly Garbage Pickup
Link: https://techtinkerteam.blogspot.com/p/persona-3.html
Figure 2.2-11
{HTA for Mr. Yang Bowen doing Book a environmental Tour in textual presentation}
Figure 2.2-12
Findings from the HTAs for Task2 - Book a environmental Tour
The general task scenario like this , when user want book a environmental tour ,it need the following steps ,first to choose trash & recycling locations ,then they will be navigated to the nearest site function area, next to contact which has two sub-function ,one is request a tour the other one is make a payment. After this ,they will apply a request of tour ,the next which is the last step is fill the information of tour ,the whole process of book a environmental tour completed.
There are some differences between 3 different types of users , for community residents they are familiar with this operation since they highly use this function daily or weekly . But for business entity users ,they usually don’t belong to community users of the type ,so rarely use this function when they choose this function ,they have to go through the whole steps not like community residents who usually directly choose the shortest operation path. The potential employee user who in general are likely youth and university students range , usually live in school campus then they also not familiar with this function, need go through all steps as well.
c) HTA for Task 3 - { Make online payment (Main Functional task) }
User 1: Potential employee - Mr. Dong Fu
Schedule Weekly Garbage Pickup
Link: https://techtinkerteam.blogspot.com/p/persona-1.html
Figure 2.2-13
Figure 2.2-14
User 2: Business entity – Mr. Jack Wong
Arrange Bulk Pickup for grocery store’s waste
Link: https://techtinkerteam.blogspot.com/p/persona-2.html
Figure 2.2-15
Figure 2.2-16
User 3: Resident - Mr. Yang Bowen
Schedule Weekly Garbage Pickup
Link: https://techtinkerteam.blogspot.com/p/persona-3.html
Figure 2.2-17
Figure 2.2-18
Findings from the HTAs for Task 3 - Make online payment
This task scenario is generally like this , users browse this site when they finish their preferred service ,then implement the function of online payment . First on the home menu area , then choose relative customer type , then choose online bill pay function , next register account ,login account , finally choose finish payment ,the whole Make online payment process completed.
Here also has some differences of 3 different types of handling the same task ,reasonably for their different life habits and tracks . Definitely for community residents who highly use garbage recycling sites ,so the main function they are familiar with , however for business entity users and potential users they relatively have a different life cycle and tracks , not sure they highly use the garbage recycling service . That is why they act as newcomers and perform the same function as community residents step by step .
2.3 Design requirements
After our investigation, we found that actually the interface for doing task 1 is the same, no matter if the service is for your home or business. The RUMPKE website sets so many subdirectories for the same function in many different classifications, making it harder to find the goal task and users are easier to get a little confused. But on the other hand, all the subdirectories finally go to the same interface after clicking on “Request Service” could make users at least not be unable to find the right service after a-long-time search. And as the icon design of the UI is very clear, we could use it for reference.
Through the study of this task 2 , there indeed exists some logical problem ,for the last sept5 ,it could add in step3, then will keep operation smoothly and logical with easy understanding ,rather than current steps which are apparently logical redundancy . For design requirements , it should focus more on logical steps , as much as possible to avoid the functionality redundancy. To avoid functionality redundancy, prioritizing on building clear and logical steps in the design requirements. Maintaining user-centric guidelines to optimize the system efficiency and coherence.
By the study of this task 3, it really has some parts that need improvement. For logical rationality issues ,it is better to cut the redundant steps and combine them into one function area rather than make a nearly repeatedly and functional overlapping operation ,although it finally reaches the goal of users. From this point of view , it can combine a register account and login account and add to the online bill pay function as a sub-function , make it more logical and reduce redundancy. To successfully design requirements , it should consider the whole process , dividing the sub-process should obey the validity of usability rules ,rather than just throw stacks of processes whatever the way, how they arrange ,as long as it meets the goal of users.
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