Case Study

2  |  The Story Behind the Research

Setting the Scene

Picture this: You're a parent in Salt Lake City. Your daughter wants to learn synchronized skating at the same venue where Olympic champions trained. You visit the Utah Olympic Oval website to find class information. Instead, you encounter:
 

• Two competing navigation menus that prioritize the parent organization (Utah Olympic Legacy Foundation) over the venue itself

• No search function to help you find what you need

• A logo that takes you to the wrong homepage when clicked

• Contact/support information that is either not where it should logically be or, when found, leads to the wrong support team

This was the reality uncovered through comprehensive usability research.

​

Research Process
1. Multi-Method Approach

I designed a three-phase research strategy to triangulate findings:

• Heuristic Evaluation: Systematic and comprehensive review using Nielsen's 10 Usability Heuristics

• User Survey: 15 respondents from the Oval's mailing list

• Usability Testing: 3 participants completing real-world tasks

2. Understanding the Users

From survey data, I developed three personas representing core user segments:

• Emily, The Family Planner (35-44)
  My family is my #1 priority and I'm a fan of anything that makes my life easier when it comes to planning things for them."
   

• Alex, The Competitor (25-34)
  "For a serious athlete, there is nothing worse than showing up for a planned workout and finding that you can't train."
   

• Grace, The Health-Conscious Retiree (65+)
  "The world's just gotten so complicated and sometimes I need the reassurance that things for my health journey can be simple."​

​

3. Recruiting the Right Participants

To ensure testing reflected actual user experiences, I recruited participants who were already familiar with the Utah Olympic Oval as a venue. This was crucial—I needed users who had real stakes in finding information and completing tasks, not just evaluating an unfamiliar website.
 

Recruitment Strategy: I leveraged my network in the Salt Lake City area to identify friends and family who had previously:
 

• Attended events at the Oval

• Used the facility for training or recreation

• Explored programs for themselves or family members

Final Participant Profile:
 

• 3 participants from the greater Salt Lake City area

• Age range: Represented different life stages and tech comfort levels

• Oval familiarity: All had prior experience with the venue (attending events, considering programs, or using facilities)

• Tech savviness: Mix of comfort levels with digital tools (self-rated 3-5 on a 5-point scale)

Why This Mattered: Unlike generic usability testing, these participants brought authentic mental models of what they expected from an Olympic venue website. They knew the Oval offered various programs, understood its Olympic significance, and had genuine scenarios where they might need to find information or make purchases. This familiarity made their struggles with navigation and task completion even more significant—if people who knew the venue couldn't navigate the site effectively, newcomers would face even greater challenges.
 

This recruitment approach aligned with the venue's actual user base: local residents who view the Oval as both an Olympic landmark and a community recreation facility.
 

4. Task-Based Testing Approach

I created scenarios that reflected actual user goals,

grounded in both heuristic findings and survey insights:

• Task 1: Family Activity Planning
  Find and register for synchronized skating lessons

• Task 2: Athletic Training Access
  Purchase track passes for winter training

• Task 3: Community Discovery
  Learn about the Oval's Olympic history and

• current offerings

​

The Research in Action

I conducted face-to-face sessions at the Utah Olympic Oval, observing participants navigate real tasks while thinking aloud. The venue setting added authenticity—participants could envision themselves as actual users trying to plan their next visit.