Book an Appointment Web Page First Click Test

In November 2021, the UX Team conducted a first click test on our “Book an Appointment” web page. This page was first launched in February 2020 and since then we’ve been tweaking and adding new content. We want to make sure this page is still effective in communicating our appointment-based services.

Research questions

Based on a scenario describing an appointment type, can users navigate to the correct high-level heading on the "Book an Appointment" web page?

Methods

• Online first click test 
• 7 tasks were designed based on analysis of two years’ worth of submissions from the “can’t find what you’re looking for?” form located at the bottom of the web page
• 55 participants

What did we learn?

• 6 out of 7 tasks were completed successfully 75% or more of the time
• The highest completion rate was the Medio Studio task at 94%
• The lowest completion rate was a task related to finding a known article, only 49% of users successfully completed this task. We believe this is related to a flaw in question design.

Recommendations

• None at this point!
• Continue to monitor page submissions