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Case Study: Usability Testing for IT Training Website Redesign Project

Case Study: Usability Testing for IT Training Website Redesign Project . Jae Kim, Jenny Hertel, Greg Hanek, Tom Mason, Chris Payne. usable@indiana.edu

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Case Study: Usability Testing for IT Training Website Redesign Project

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  1. Case Study:Usability Testing for IT Training Website Redesign Project Jae Kim, Jenny Hertel, Greg Hanek, Tom Mason, Chris Payne

  2. usable@indiana.edu • The User eXperience Group (UXG) assists IT teams improve the user experience of their products and services through a variety of user-centered design and evaluation methods, including: • Expert Reviews • Information Architecture Reviews • Design Critiques • Prototypes and Mockups • Focus Groups • User Testing

  3. User Testing WHAT UXG Consultants observe people using a system as they attempt to complete a set of representative tasks WHY • Through user testing, we identify problems and issues; we then provide a report outlining suggested improvements and changes. • User testing is the best way to determine how well people interact with your system. It can provide valuable insights into the problems that real users might have, and offers the greatest potential for improving the usability of your site.

  4. Instructor-led workshops • Nearly 1,000 per year • 10,000+ participants per year • 95% Very Good/Good rating

  5. Self-paced training downloadable workshop materials

  6. Why Usability Testing? • Usability testing is essential to ensuring good customer experience. • IT Training first tested its site in 2001 when introducing its first dynamic web site. • The tests we’ll talk about today were conducted in 2009-2011. • Goals were to make it easier for users to find training and to make the site more engaging.

  7. Results

  8. What Was Working • TASK: Find a specific workshop • OBSERVATION 1: Specific workshops were easy to find using the search on the IT Training website • OBSERVATION 2: Specific workshops were easy to find using Google search Search: Image source: prlog.org

  9. What Was Working 2009 2011 Registration: • TASK: Register for a workshop • OBSERVATION: 90% of testers and ~80% of all ‘real’ users were able to register for a class in 2009 EASY HARD FAIL

  10. What Was Working ‘09 ’11 ‘09 ‘11 User Profile • TASK 1: Update your profile • TASK 2: Find a list of previously attended workshops • OBSERVATION: Both tasks were easily completed. EASY HARD FAIL

  11. User Testing Video Clips 1b. Confusing Navigation - Lack of clear path to main content 1a. Confusing Navigation - Unintuitive modality-centered navigation 2. Workshop Pricing 3. The Shopping Cart 4a. Certificates and Certifications - Unclear certification options 4b. Certificates and Certifications - Certification comparison table

  12. VIDEO CLIP

  13. What was NOT working? 2009 2011 1a. Confusing Navigation – Lack of clear path to main content: • TASK: Find a specific workshop • OBSERVATION: We expected users to use the online listing of workshops to complete this task, but many instead downloaded the PDF catalog EASY HARD FAIL

  14. User Testing Video Clips 1a. Confusing Navigation - Lack of clear path to main content 1b. Confusing Navigation - Unintuitive modality-centered navigation 2. Workshop Pricing 3. The Shopping Cart 4a. Certificates and Certifications - Unclear certification options 4b. Certificates and Certifications - Certification comparison table

  15. VIDEO CLIP

  16. What was NOT working? 2009 2011 1b. Confusing Navigation – Unintuitive modality-centered navigation: • TASK: Find ALLself-paced training options • OBSERVATION: Users either couldn’t find any options, or they found only one and assumed there were no more EASY HARD FAIL

  17. Old IT Training Home Page

  18. Old IT Training Site – Navigation Expanded

  19. Old IT Training Site – Instructor Led by Topic

  20. Old IT Training Site – Instructor Led by Topic – Excel

  21. Old IT Training Site – Tutorials Page

  22. User Testing Video Clips 1a. Confusing Navigation - Lack of clear path to main content 1b. Confusing Navigation -Unintuitive modality-centered navigation 2. Workshop Pricing 3. The Shopping Cart 4a. Certificates and Certifications - Unclear certification options 4b. Certificates and Certifications - Certification comparison table

  23. VIDEO CLIP

  24. What was NOT working? 2009 2011 2. Workshop Pricing: • TASK: Find the cost of a workshop • OBSERVATION: • Users expected the cost to be near the workshop description • Link for the pricing opened the FAQ page, not the specific article EASY HARD FAIL

  25. User Testing Video Clips 1a. Confusing Navigation - Lack of clear path to main content 1b. Confusing Navigation -Unintuitive modality-centered navigation 2. Workshop Pricing 3. The Shopping Cart 4a. Certificates and Certifications - Unclear certification options 4b. Certificates and Certifications - Certification comparison table

  26. VIDEO CLIP

  27. What was NOT working? 3. The Shopping Cart: • TASK: Register for a workshop • OBSERVATION: The fix for the navigation problem found in the 2009 test resulted in a screen layout change that called for better indication that an item was added to the cart Image source: modmyi.com

  28. User Testing Video Clips 1a. Confusing Navigation - Lack of clear path to main content 1b. Confusing Navigation -Unintuitive modality-centered navigation 2. Workshop Pricing 3. The Shopping Cart 4a. Certificates and Certifications - Unclear certification options 4b. Certificates and Certifications – Certification comparison table

  29. VIDEO CLIP

  30. What was NOT working? 2009 2011 • TASK: Find all certification and certificate options. • OBSERVATION: • Users couldn’t find all accreditation options, “settling” on one or two • Were not confident if what they found satisfied the task 4a. Certificates and Certifications – Unclear certification options EASY HARD FAIL

  31. User Testing Video Clips 1a. Confusing Navigation - Lack of clear path to main content 1b. Confusing Navigation -Unintuitive modality-centered navigation 2. Workshop Pricing 3. The Shopping Cart 4a. Certificates and Certifications – Unclear certification options 4b. Certificates and Certifications - Certification comparison table

  32. VIDEO CLIP

  33. What was NOT working? 2009 2011 • TASK: Find all certification and certificate options. • OBSERVATION: Comparison table was useful, but was difficult to find 4b. Certificates and Certifications - Certification comparison table EASY HARD FAIL

  34. Task Success Rates ’09 ’11’09 ’11’09 ’11’09 ’11’09 ’11 ’09 ’11 ’09 ’11’09 ’11 ’09 ’11 EASY HARD FAIL

  35. Next Steps • Get user profile information from central systems. • Users indicated they didn’t know why they need to have an IT Training profile • Will align with IU systems and user expectations • Addressed in near term through FAQ

  36. Next Steps • Make it easier to find old versions of materials. • Current site tells users to contact us. • Need to make self-service.

  37. Other new features to come • Events calendar

  38. Other new features to come • More filtering

  39. Other new features to come • Deep linking into 3rd party elearning where possible.

  40. Where do we go from here? • We will use usability testing to make sure we build these features the right way!

  41. Conclusions • Usability testing is a very valuable tool • It helps us see what is going on with our changing audience, instructional delivery and business model • It has already helped us greatly improve our customer’s experience and we know it will continue to do so • We believe in it and we teach it!

  42. QUESTIONS? User eXperience Group usable@indiana.edu IT Training ittraining@indiana.edu

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