I began by creating a survey for customers of Java Cats Cafe and then headed over to interview them. The main focus was to gauge how their overall experience with the website had been- especially with the reservation system. However, I found that most of these patrons had not visited the website; they hadn’t even known that a website existed and had instead made reservations at the cafe or via phone call. So, I switched to plan B: asking people to visit the site and give feedback on their understanding of the business as well as on the reservation process.

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Through these interviews, I found that there were two main problem areas causing frustration and confusion. The first was that most of the relevant information about the business is located at the bottom of the home page in long paragraphs. 100% of users did not read this description (out of 38 interviewees), which includes information such as what a cat cafe is and what you can do there, how the business came to be, information about its partners, and more. Because users were not reading this, there was a lot of confusion about the business.