Service website | Usability Audit / US

This case study outlines the key findings and recommendations from a comprehensive usability audit conducted for the Molfars.us website, a platform offering services such as massage, personal styling, and beauty treatments. The audit aimed to identify usability issues, remove user barriers, and provide actionable recommendations to enhance user experience and conversion rates.

1. Project Goal

The primary objective of the audit was to analyze the current version of the service website to identify critical friction points in the user journey. The goal was to uncover issues that hinder user experience, prevent access to key information, and complicate the service booking process. By addressing these barriers, the audit aimed to improve the overall perception of the company, build user trust, and ultimately increase the conversion rate for service bookings.

2. Usability Audit Stages

The audit followed a multi-faceted methodology, encompassing a detailed analysis of the user interface and experience, along with a competitive review.

Scope of Analysis: The audit covered both the desktop (PC) and mobile (smartphone) versions of the site to ensure a consistent and optimized experience across all devices.
Key Areas Analyzed: The analysis focused on critical user path scenarios, including navigation, information discovery, and service ordering. Specific pages and modules reviewed included:

The Home Page
Category and Service Pages
Site-wide navigation elements like the header, footer, and menus
The service booking process and associated forms


Tools and Methodology: The audit utilized performance analysis tools to gather quantitative data. The audit also included a competitive analysis, benchmarking the site against eight competitors to identify industry best practices and opportunities for improvement.