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User Experience Evaluation Duplicate

aka Customer Experience Index (CEI)

Marco Lopez
Sr. UX Designer

Journey Overview

January 2023

Description

Understand what Kyndryl Bridge is.

Objectives

Find information on Kyndryl Bridge.
Learn what it is about to convey to leadership team in weekly staff meeting.

Background Information

Archetype: Service Manager
Persona: Service Provider (Malcolm – slide 9)

Jobs To Be Done (JTBD):

Find information on Kyndryl’s, ‘Kyndryl Bridge’.
Understand what Kyndryl Bridge is.
Learn how Kyndryl Bridge can benefit the organization.
Learn how to get started with it.

View Kyndryl.com

Homepage

Feeling: Neutral

Observations:

The customer goes to the Kyndryl.com website.

Pain Point:

None

Give it a name

A sutitle

Feeling: Negative

Observations:

wrhgsgdhoisgo sighs is

Pain Point:

No pain points.

Find more

Feeling: Positive

Observations:

Demo video was great – customer closes it to see what else the “Learn more” page has to offer.

Pain Point:

None

Another slide being tracked

Sub info here

Feeling: Neutral

Observations:

None

Pain Point:

None

New Tracking Slide

You can add subtitle

Feeling: Neutral

Observations:

Here you are

Pain Point:

Your Pain Points

Search Kyndryl.com

Homepage

Feeling: Negative

Observations:

The customer searches for a search box.

Pain Point:

There is no search affordance on the Kyndryl.com website.

Find KB on Kyndryl.com

Homepage

Feeling: Positive

Observations:

The customer does a text ‘find’ with keywords “Kyndryl Bridge” and locates it some way down the homepage.

Pain Point:

Kyndryl Bridge seems quite far down below fold.

Find Information on Kyndryl Bridge

This is a subtitle

Malcolm Johnson starts his quest for information on Kyndryl Bridge at the Kyndryl.com website

View KB video on Kyndryl.com

Homepage

Feeling: Negative

Observations:

The customer clicks the ‘Play Video’ CTA

Pain Point:

CTA for Play video aside, the link order/precedence seems a little confusing. Customer is uncertain what to click upon next.

Journey Summary

Current Grade

D

Summary of Pain Points:

Kyndryl.com has no site Search capability (Slide 9).
Re-order data hierarchy (Slide 10).
Precedence of CTA’s; links, carrots Buttons (Slide 12).
Shrink hero graphic, re-order sections (Slide 14).
Kyndryl Bridge – more facts further up page on how it might benefit my org.(Slide 17).
Q&A for KB needs a link back to KB splash page, if/when customer gets a little lost and a contact CTA (Slide 21).
Kyndryl Bridge ‘Contact’ for more information is too hard to find (Slide 22).