METHODOLOGY

The research methods and metrics that I used to analyze both distributor search and purchase from distributors include: 

• Customer feedback: This could be from short surveys on the actual website, questions that are asked to support teams, and complaints that are received from customers through a variety of channels (ex: live chat)

• Customer Interviews

• Internal & External Surveys

• Tracking data: Google analytics, dynatrace, microstrategy

• Competitor analyses

• Heuristic analyses

  • To conduct a heuristic analyses, I use both a severity scale as well as two types of heuristics:​

    • Jakob's 10 Usability Heuristics

    • Weinschenk & Barker's 20 Usability Heuristics

    • Severity Scale