Memo Packet

MINORU MATTHEWS
ENGL 2116 JULY 26, 2018
Date: 7/25/2018
To: Customer Service Director for Adopt-a-Pet.com
From: Minoru Matthews
Subject: Proposed Instructions page for new users of Adoptapet.com
Action Required: Request for your review and approval of directions.
Distribution List: Customer Support Team

This document will introduce a proposed instructions/help page for new users trying to adopt a
cat online on Adopt-a-Pet.com. The directions have been tested in a usability test by a focus
group of 3 testers to check if the directions are clear, concise, detailed, and accessible. The test
objectives asked the testers to look for any errors/confusing instructions, if any visuals or
screenshots needed to be added and if any instructions have been omitted.. The results of the
usability test includes the areas of strengths which include that the directions were clear and easy
to follow, detailed, and well organized. The results also include areas noted by the focus group
that could be improved in the directions which include that some steps were missing and that
screenshots should be added to make the document more visually appealing. Lastly, the proposed
changes that have been made after evaluating the feedback from the usability test are included as
well as copies of my instructions before and after the usability test.

Test Objectives
A test was done to make sure my instructions to how to adopt a cat online at adoptapet.com are
clear, detailed, and concise and if anything needs to be added such as visuals and additional
instructions.
The testers read and tested my instructions and they were asked to say what they are thinking so
valuable feedback could be received on the instruction document. In particular, the users were
asked to focus on the following three aspects during the usability test:
 To look for errors or confusing instructions in the draft
 To identify if visuals/screenshots are needed in the instructions
 To examine whether these instructions are too basic or require more detail and whether
any instructions are omitted.

After the test was complete, my testers answered three questions:

1. Are the instructions clear, concise, and easy to read?
2. Is anything missing from the instructions that you would add?
3. Do you have any other comments, thoughts, and concerns about the document?
Results of the usability test:

Strengths:
Three out of three testers thought that my instructions were clear and easy to follow overall. The
testers felt that the steps in the directions were well organized into 3 parts and that the steps
flowed well from one to the next. The testers also thought that the instructions were very detailed
and provided enough information without becoming too wordy.

Weaknesses:
The most important weakness stated by all three testers is that some of the steps were missing
from the directions. Specifically, the steps for entering the age and gender selections for the cat
search options were missing and the step to hit search after the user finished making the
selections. In addition, the testers discovered that after hitting search, a pop up screen appears
prior to the search results being displayed. The pop screen asks the user to set up a “new pet
alert” asking for an email address so that adoptapet.com can send the user emails when new pets
match the search and if you would like to sign up to receive special deals from Purina and Petco,
and if the user would like receive information flea and tick protection. As a result of this, a step
needs to be added that describes the pet alert, what it means for the customer and states that the
pet alert is completely voluntary and entering your email address is not required for the search
results to be displayed. Lastly, 2/3 testers have recommended that I had screenshots for the steps
in my instructions.

Recommendations:
After a careful evaluation of the feedback I had received from the usability test, I have decided to
make these following changes. I will add the steps for the age and gender selections, a step to hit
search and a step to explain the pet alert that appears after the user hits search but before the
results are displayed in order to improve the clarity and comprehensiveness of the instructions
for the users. I have also decided to add some screenshots for the instructions to make the
document more visually appealing.

Appendix A: Original Instructions prior to usability test

Appendix B: Revised Instructions after usability test feedback
 Appendix A: Original Instructions prior to usability test

How to Adopt a Cat on Adoptapet.com

Have you ever wanted to adopt a cat but didn’t know where to begin? Well now you
can start the adoption process online at Adoptapet.com using these simple steps!

I. Accessing the website

1. Go to https://www.adoptapet.com/cat-adoption .

II. Using the search tool

2. Enter your zip code.
3. Enter your distance preference: the settings are 35 miles, 50 miles, 75 miles, 100
miles and 250 miles. The default setting is 50 miles.
4. Set your breed preference. (Your search will show purebreads and mixes of the
breeds you select as well as similar breeds).
5. Select your color preference for the cat.
6. Select your hair length preference (short,medium, long).

III. View Results and Send your Inquiry/interest form to start the
adoption process
7. After you have made your selections, you will be shown a list of possible cats
that are available to adopt.
8. After you have found a cat you are interested in, scroll down to the bottom of the
page where you will find the organization information and contact info so you can
call or email them directly about the adoption process.
9. Alternatively, you may also fill out an inquiry form by clicking on the green button
“Ask About” that sends your contact information and background to the shelter or
organization so you can get more information and details about the adopting
process.
10. Happy Adopting!
 Appendix B: Revised Instructions

How to Adopt a Cat on Adoptapet.com

Have you ever wanted to adopt a cat but didn’t know where to begin? Well now you
can start the adoption process online at Adoptapet.com using these simple steps!

I. Accessing the website

1. Go to https://www.adoptapet.com/cat-adoption

II. Using the search tool

2. Enter your zip code and enter your distance preference: the settings are 35
miles, 50 miles, 75 miles, 100 miles and 250 miles. The default setting is 50
miles.

3. Set your breed preference. (Your search will show purebreds and mixes of the
breeds you select as well as similar breeds).
4. Select your sex/gender preference.
5. Select your age preference (kitten, young, adult, senior).
6. Select your color preference for your cat.
7. Select your hair length preference (short, medium, long).
8. Hit search.
III. View results and send your inquiry/interest form to start the
adoption process
9. After you hit search, a pet alert will appear. This is an optional form asking for
your email address so that we can send you emails when new pets match your
search are added to our site and if you would like to sign up to receive special
deals from Purina, Petco, and if you would like receive information flea and tick
protection (check or uncheck the boxes to the left of the alert). Again this is
completely optional and you may hit skip if you do not wish to sign up to continue
with your search.

10. After you have made your selections, you will be shown a list of possible cats
that are available to adopt.

11. After you have found a cat you are interested in, scroll down to the bottom of the
page where you will find the organization information and contact info so you can
call or email them directly about the adoption process.
12. Alternatively, you may also fill out an inquiry form by clicking on the green button
“Ask About” that sends your contact information and background to the shelter or
organization so you can get more information and details about the adopting
process.
13. Happy adopting!