Approach research of user experience of various target audiences’ interaction with the portal interface

Abstract

Recently, much attention has been paid to the convenience and accessibility of software products, websites, mobile applications, etc. It increases interest in user-oriented product design and UX design. When developing digital products, designers use a spe cial pool of tools that allow to conduct empirical studies of user experience and model scenarios for the use of software products and services. Such methods and tools as interviews, observation, customer journey mapping (CJM), Persona Frameworks, User Stories, and heatmap have become widespread. Each of them allows to identify problematic areas of a software product or ser vice application, determine the directions of its update so that it fully satisfies users’ needs. It also solves key business tasks. The purpose of the study is to analyze and identify ways to improve the web portal based on usability testing. The official website for posting information on the preparation of draft regulatory legal acts by federal executive authorities and the results of its public discussion (https://regulation.gov.ru) has been taken as the object of the research. The portal plays a significant role in the tasks of ensuring transparency of normative activities in the field of public administration. In this regard, monitoring the effectiveness of the portal and availability of information for a wide audience on it is an urgent task. The study uses usability testing methods, decision-making interview, user feedback matrix, CJM, HotJar, SpyWord, and SemRush as tools of the research. The article describes the features of usability testing. It draws conclusions about possible directions of the portal modernization in order to achieve its convenience for a wide audience. As a result, a number of specific proposals have been formulated.