There is an overlap between user-experience (UX) design and performance support, but practitioners in those fields usually don’t notice or address the overlap. Additionally, performance-support practitioners might not be aware of the benefits of user-testing methodologies employed by UX designers that could help them focus and refine the performance-support intervention.

In this case-study session you’ll learn from a PayPal UX-design user-testing session. You will see representative users interact with a design prototype to look for usability and/or comprehension issues. This particular design included elements of performance support to help the user complete the flows, and you’ll see how performance support was a critical element of the overall user experience design. You will also learn how the design-testing methodology was effective for creating a message that gave users exactly what they needed to complete the task.