Float: Connecting Renters to Owners with Ease

This case study’s focus was on client/organization understanding.
How to take the clients site and understand it in context of the company goals and vision. Working in a team of four,
we strived to evaluate the client’s website through heuristics, remote testing, and in-lab testing.

Our Team was approached to evaluate the website of the company Float.

Float is a peer-to-peer market sharing company for connecting boat owners and renters on the lakes of Minnesota.

The Project

Website Goals (As given to the team by the Client):

Facilitate connections between boat owners and those wanting to have a boating experience

Support a hassle-free and secure process for listing, searching for, and renting boats.

Testing Goals (As defined by the UX Team):

To understand and document possible pain points related to the search and rental process.

To understand and document possible pain points related to the boat listing process.

To evaluate the boat owners confidence and security within the experience.

Evaluation Process

Through a Heuristic analysis the team evaluated the website and became familiar with the details of the client and the site.

After the analysis we decided on our testing goals.

Using a testing script we each conducted remote testing on multiple individuals to uncover opportunities for growth and improvement.

We also conducted in-lab tests to gain a deeper understanding of the users interaction with the website.

Website Mockup

User Understanding

This project really opened my eyes to the value of research when working with a client. During the remote testing I had some very good insights into how users work with technology and the patterns and idiosyncrasies that arise from Human/Computer Interaction.

During the in-lab testing our team discovered the value of placement of the user in context for the best possible evaluation.

In evaluating the website it was found that in an effort to simplify the process, cut back on certain information provided to the users, actually created more issues that the user expected to see. For example during the listing process of the boat, users expected to see more information revolving around the security items that are required on a boat and at the same time there was too much information for the amenities.

Users also desired some more details that created an interpersonal connection. They wanted to see a profile page that showed the users verification status and gave more information about who they were renting from.

The realization was that even with computer and website interaction users desired a more personal connection with their peers to create that trust and confidence.

Users also requested a map view. This gave the idea that users desire multiple different ways to view and categorize information and simplifying things to only one way will alienate potential users.

To increase understanding of the recommendation, I created a prototype mockup of the possibility of the map view and the profile page for owners/renters. This would tie directly to the users requesting more security and confidence in the company and the verification process.

Findings and Recommendations Report

At the end of the project, a findings and recommendations report was compiled with the findings of the research. Additional recommendations were made and changes were made to the current structure of the website.

See findings & recommendations report

Conclusion

This study brought to light the diversity in goals for a project. Taking the clients goals for their company and for their website combined with the goals of testing combined with the user goals. In taking the relationship and balance of these sides it allows a company to strengthen their credibility as a business and will, in the long run, improve on their customer experience thereby increasing business. I learned a lot through this case study about testing users, the value of remote and in-person testing, the client’s goals and how to maintain balance for all of those things.

In consulting with the users through remote and in-person testing it gives the UX designers the ability to make recommendations to improve design. Improving design improves culture and helps improve values. These values change the future for the better. This is the true power of UX Design as it strives to make the connections between user and technology.