Claudia Cepin - VicTraffic – Benchmark study

🤓 Repeatable benchmark study

To better understand the performance and customer experience of the existing website, a baseline benchmark study was conducted so that the success of the re-developed website can be measured against the old website. After the launch of the new website the same benchmark study was repeated to compare the results.

The study was conducted with existing and new VicTraffic users

The study included:

- Moderated interviews

- Self-moderated website testing

- Survey

👉 Baseline benchmark study [November 2022 to January 2023]

👉 After MVP launch benchmark study [March to May 2023]

Features available on the old website were tested to inform the baseline measures in the first benchmark study. The benchmark study was set-up so that the same tasks can be repeated after the new website launch.

An example page of the insights created in the baseline benchmark study

The baseline study report includes an executive summary with all collected scores.

Synth-board in Miro to work through the collected data from the repeated benchmark study after MVP launch

The repeated benchmark study after MVP launch shows a significant improvement in the results for CES, SUPRQ and NPS.

🤩 Future Expansion Testing [June - December 2023]

The VicTraffic MVP website was launched in March 2023 and the improvements to the site were significantly and well received by the public.

Usability testing

To further improve the site the following features are going to be launched by June 2024:

- VicTraffic account creation

- Custom watch areas

- Disruptions in a Watchlist

- Notifications (in-app and push)

All new features have continuously been tested before development and have been aligned with business goals and technical feasibility.

The VicTraffic app was retired in July 2023 to make space for the new VicTraffic Progressive Web App.

In August 2023, the team started using Dovetail for synthesising research data and creating insights. Above is a presentation of some the findings for round1 feature testing.