Kleenex.

com Test

Olivia Morrissey

February 11, 2024

U.S. Department of Health & Human Services - 200

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 Introduction
The website Kleenex.com provides a lot more information than just
advertising its goods. The website caters to a variety of requirements and
interests by offering resources like local allergy tricks in addition to
information on their product line. This comprehensive strategy establishes
Kleenex.com as a valued resource for consumers looking for advice on
wellness and health issues in addition to product information.

Olivia Morrissey, a student, used two MacBook laptops to oversee a usability

test for Kleenex.com. Participants utilized one laptop for browsing the
website, and the other was used to offer activities and prompts. Throughout
the whole session, both the test administrator and the participants remained
in the testing room. In addition to recording questions and feedback from the
participants, the test also logged navigation options, task completion times,
comments, general usage experiences, and satisfaction ratings.

Executive Summary
For example:
I, Olivia Morrissey, and a participant from University of North Georgia did a
usability test for Kleenex.com. One person participated in the study for thirty
minutes at a time. Finding any possible problems with the Kleenex website
and getting input on changes that could make it more user-friendly were the
goals.

The findings showed that there are places on Kleenex.com where

improvements could save time while also improving the site's overall style
and modernity. Although it received a respectable score for usability, there is
definitely space for development. The 23-year-old female study participant is
a full-time undergraduate student currently pursuing her degree.

The test identified only a few minor problems including:

 Navigations weren’t organized
 Not visually appealing
 Popups slowing down efficiency
 Not very user friendly

This document contains the participant feedback, satisfactions ratings, task

completion rates, ease or difficulty of completion ratings, time on task, errors,
and recommendations for improvements. A copy of the scenarios and
questionnaires are included in the Attachments’ section.

Methodology
Sessions
The participant finished two tasks in the hour-long usability test session.
While one job centered on "purchasing" a product from Kleenex.com, the
other included enrolling up for a program. The participant was asked to rate
several characteristics, such as usage and satisfaction, after completing the

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 activities. The participant was also asked a number of questions about the
website, including what they liked, didn't like, and suggestions for changes.

After each task, the administrator asked the participant to rate the interface
on a 5-point Likert Scale with measures ranging from Strongly Disagree to
Strongly Agree. Post-task scenario subjective measures included (see
Attachment B):
 How easy it was to find the information from the home page.
 Ability to keep track of their location in the website.
 Accurateness of predicting which section of the website contained the
information.

After the last task was completed, the test administrator asked the participant
to rate the website overall by using a 5-point Likert scale (Strongly Disagree
to Strongly Agree) for eight subjective measures including:
 Ease of use
 Frequency of use
 Difficulty to keep track of location in website
 Learn ability - how easy it would be for most users to learn to use
the website
 Information facilitation – how quickly participant could find
information
 Look & feel appeal – homepage’s content makes me want to explore
the site further
 Site content – site’s content would keep me coming back
 Site organization

In addition, the test administrator asked the participants the following overall
website questions:
 What the participant liked most.
 What the participant liked least.
 Recommendations for improvement.

Participants
There was only one testing attempt because there was only one participant. The
participant uses the internet for hours a week. Among her favorite websites are
Instagram, Twitter, and Amazon.

Evaluation Tasks/Scenarios
 You want to make personalized tissue boxes to give away as party favors for
the family reunion you're organizing. Explore the process of personalizing
tissue boxes by navigating the website to discover the customization choices
available. Don't proceed with placing the order and finishing the
customisation."
 After moving to a new city, you've been dealing with seasonal allergies.
You're looking for details about Kleenex products made especially to relieve
allergies. Look through the website to find and read about allergy-friendly

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 tissue options, as well as their features and advantages. Before you add the
item to your cart, stop."

Results
Task Completion Success Rate
The individual finished the two activities with success without any additional
assistance or direction. This indicates that the participant followed the
prompts with 100% success or completion.

Task Completion Rates

Participant Task 1 Task 2

1 √ √

Success 1 1

Completion
100% 100%
Rates

Task Ratings
After the completion of each task, participants rated the ease or difficult of
completing the task for three factors:
 It was easy to find my way to this information from the homepage.
 As I was searching for this information, I was able to keep track of
where I was in the website.
 I was able to accurately predict which section of the website
contained this information.

Ease in Finding Information

[Describe the results for this rating variable. Begin with the highest mean
rating tasks followed by the lowest mean rating tasks.]

For example:
For task 1, the participant gave Kleenex.com a score of three for ease of
information retrieval. Although he found the navigation bar to be very helpful
and descriptive, he had greater trouble finding the call to action to join the
club. Because the products page was much more straightforward, she gave
job two's ease of locating information a four.

Ease –
Task Overall
Finding Info
1 – personalized boxes 3 3
2 – details on relieving
4 4
allergies

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 Keeping Track of Location in Site
For each participant, I manually noted their amount of time on task. The average
time on task indicates that one activity was somewhat harder to finish than the
other.

Predicting Information Section

(Family Reunion Tissue Boxes): For Task 1, which involved customizing tissue boxes
for a family reunion, the participant's completion time was just under three minutes,
at 2 minutes and 57 seconds (177 seconds).

(Allergy-Friendly Tissues): Task 2, focusing on finding allergy-friendly tissue options

for a new resident experiencing seasonal allergies, appeared more straightforward
but took slightly longer. The participant's completion time for this task was 2 minutes
and 35 seconds (155 seconds).
P1
Task 1 177 sec

Task 2 155 sec

Total 332 sec

Following the task session, the participant provided ratings for eight overall measures
pertaining to the site:

1. Usability
2. Frequency of utilization
3. Tracking difficulty within the site
4. Learning curve for most users
5. Speed of accessing information
6. Exploration facilitated by homepage content
7. Relevance of site content
8. Organization of the site

For example:
Time on Task
Post task Overall Questionnaire

Strongly Strongly Mean Percent

Disagree Neutral Agree
Disagree Agree Rating Agree

Thought Website
1 3 100%
was easy to use
Would use website
1 1 100%
frequently
Found it difficult to
keep track of
1 2 100%
where they were in
website
Thought most
people would learn
1 4 100%
to use website
quickly
Can get 1 3 100%

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 Strongly Strongly Mean Percent
Disagree Neutral Agree
Disagree Agree Rating Agree
information quickly
Homepage’s
content makes me
1 1 100%
want to explore
site
Site’s content
would keep me 1 1 100%
coming back
Website is well
1 4 100%
organized

Overall Metrics
Overall Ratings
After task session completion, participants rated the site for eight overall
measures
 Ease of use
 Frequency of use
 Difficulty of keeping track of where they were in the site
 How quickly most people would learn to use the site
 Getting information quickly
 Homepage’s content facilities exploration
 Relevancy of site content
 Site organization

*Percent Agree (%) = Agree & Strongly Agree Responses combined

4.6.2 Likes, Dislikes, Participant Recommendations

Upon completion of the tasks, participants provided feedback for what they
liked most and least about the website, and recommendations for improving
the website.

Liked Most
The following comments capture what the participants liked most:
The participant showed strong appreciation for the navigation bar on
Kleenex.com, noting its effectiveness in providing additional options through
dropdown menus under each page tab. This feature was found to be highly useful,
greatly facilitating the process of finding the desired pages.

Liked Least
The following comments capture what the participants liked the least:
The participant's primary complaints were about the site's antiquated styling
and images. They suggested a modernization to keep up with current trends,
expressing fear that this outdated design might not draw in younger people.

Recommendations for Improvement

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 The participant suggested improvements in making crucial elements more
noticeable. For example, in the scenario involving customizing tissue boxes for a
family reunion, the call to action to finalize the customization lacked descriptive text,
featuring only a small symbol instead. This made it challenging for users to locate
the button.
Recommendations
The recommendations section provides recommended changes and
justifications driven by the participant success rate, behaviors, and
comments. Each recommendation includes a severity rating. The following
recommendations will improve the overall ease of use and address the areas
where participants experienced problems or found the interface/information
architecture unclear.
[Provide the task title and an overview of the task. In a table, present the
change, justification for the change and the severity rating for the change. Do
this for each recommendation]

For example:
Find Organizational or Individual Funding Information (Task 2)
Task 2 required participants to find organization funding (Test 1) or individual funding (Test 2).

Change Justification Severity

• Incorporate descriptive text 1. Adding descriptive text onto the button low
onto the button provides clarity and informs users about the
action they are taking, reducing confusion and
• Enlarge the button to making it easier to understand the purpose of the
enhance visibility button.
• Alter the button's color to 2. Enlarging the button increases its prominence
make it more distinctive on the page, making it more likely to be noticed
by users. A larger button also improves
accessibility, especially for users with limited
dexterity or vision impairments.
3. Changing the color of the button helps it stand
out from the surrounding elements, drawing
users' attention and emphasizing its importance.
A contrasting color can make the button more
visually appealing and increase its visibility,
encouraging more users to interact with it.

Conclusion
To conclude, the participant rated Kleenex.com positively for its organization and
usability. However, they noted potential drawbacks related to the outdated design
and lack of visual appeal, particularly for younger demographics. Despite the
navigation bar being praised for its functionality, the participant found the call-to-
action buttons to be lacking. In summary, Kleenex.com could benefit from
improvements in its design and user experience to increase effectiveness and attract
more visitors.

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