Reviewing the Affinity Diagrams and Customer Journey Map it was clear that on mobile devices the RTC website  presented challenges that impeded the users experience.

 

Analysis of the research showed that the common obstacles users encounter were;

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• unclear navigation especially on mobile​

 

• a lot of text  to read (TLDR) to find starter information all of which leads to

 

• to frustration and difficulty while trying to find information, register as a new member, pay for coaching or book a court