ASPCA Professional (ASPCApro) has built its brand on providing services to professionals working in a variety of animal-related professions, from shelter and rescue workers and volunteers, to veterinary, law enforcement, and equine care professionals. Instead of embarking on a redesign, ASPCApro wanted to evolve the existing site and platform in sprints of iteration and release, shifting internally from a culture of redo to a culture of constant performance evaluation and smart evolution.
ASPCApro asked us to help them better understand the needs and motivations of their users and to develop a roadmap for strategic, incremental improvements to their website over time. To start them on this new way of thinking and working, this project began with a formal usability testing phase. We spent several weeks in discovery and test-plan development with ASPCApro to design the right test methodology. Using The Human Factors International guidelines for testing, we recruited 16 real end-users from among their constituents who represented a cross-section of shelter, rescue, and veterinary professions working in canine, feline, and equine programs. We conducted the tests over the course of two weeks.