Findings of user testing on the website that took place in 2010.
Ref: ISBN 978-1-84712-783-9 PDF, 948KB, 59 pages
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By Jamie Wales
The Pensions Advisory Service (TPAS) is an independent, non-profit organisation providing free information and guidance to the public on pensions. A major element of this provision is a website that provides access to a range of information and TPAS services.
This working paper presents the findings of an evaluation of the website undertaken in 2010. The evaluation took the form of a series of user-testing sessions in which 19 volunteer participants were individually observed performing a range of operations (some self-generated, some standard for all users) using the website. Participants’ views on the website’s design, navigability, content and so on were also recorded and are summarised in the paper.