Upload
jasmine-sante
View
266
Download
0
Embed Size (px)
Citation preview
Website UsabilityWhere to Start?
Sante Strategies - www.santestrategies.com - @mjsante
About Me
• Digital Strategy Consultant• Strategic Changes– CMS Selection– Redesigns– Migrating websites– Sunsetting websites– Integrating new tools & media
Sante Strategies - www.santestrategies.com - @mjsante
Steps in the Process1) Assess Your Website’s Usability2) Develop a Roadmap for Making Fixes
Sante Strategies - www.santestrategies.com - @mjsante
Step 1Assessing Your Website’s Usability
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
TACIT – A PlanTest usability constantlyAssess issues
1.UX best practices2.Business needs3.Level of effort required
Create “sets” of fixesImplement these sets of issues, in iterations of
your siteTest your fixes and updates
AND Repeat
Sante Strategies - www.santestrategies.com - @mjsante
WebsiteUsability Assessments
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
Redesigns have a long time horizon, in a fast paced technology world
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
Waterfall Methodology
Sante Strategies - www.santestrategies.com - @mjsante
Waterfall vs Agile
Redesign vs Iterative Enhancements
UX Projects vs Iterative Enhancements
Sante Strategies - www.santestrategies.com - @mjsante
Disclaimer: This is applies to websites. Software, mobile apps and complex web applications are different.
Sante Strategies - www.santestrategies.com - @mjsante
Test and Review Usability
1) Talk to customer service2) Use Usability Best Practices lists3) Small group testing with tasks4) Guerilla usability testing5) Full cycle usability testing
(Analytics too, if you have the expertise: keyword searches, next page flow, time on page, visit time of day)
Sante Strategies - www.santestrategies.com - @mjsante
Talk to Customer Service
Sante Strategies - www.santestrategies.com - @mjsante
1) Talk to Customer Service
1. Set up a short meeting (30 minutes) *or* just stop by
2. Ask for the top 10 website issues3. Ask what they have difficulty with on the site4. If they aren’t able to answer either question
at the time, email them asking those 2 questions
Sante Strategies - www.santestrategies.com - @mjsante
Use Usability Best Practices
Sante Strategies - www.santestrategies.com - @mjsante
2) Use Usability Best Practices Checklists
1)There are dozens on the internet2)Pick 1-2 and go through each item3)Mark them as:
- Done- Passable- Issue: Doable & easy- Issue: Doable & hard
Sante Strategies - www.santestrategies.com - @mjsante
Usability Best Practices - Checklists
TRUST• Value proposition & trust• Professional design• Information hierarchy• Sense of place (header, breadcrumbs etc)• Relevance• Company Name & Logo• Site ID• Page Name•Footer Details: privacy, help, etc
NAVIGATION• Eye path• Clear Navigation• Navigation via Keyboard• Search• Contact Information & Form
PERSONAL• Personalization in name, currency, etc
Sante Strategies - www.santestrategies.com - @mjsante
Usability Best Practices Checklist (continued)
DESIGN & CONTENT• Use of whitespace• Scannable content• Color contrast• Readable• Images used thoughtfully• Consistent use of navigation fonts/design elements• Use of bullets and lists• Freshness of content• Useful information
CONSISTENT• Clear error messages• Confirmation after actions• Use web standards – link color, etc
CALL TO ACTION• Signup includes statement of value• Use the simplest form needed• Forms are labeled• Clear Calls to Action• Breadcrumbs
USABLE• Test forms• Links & buttons are easy to click• Swipe and scroll •Test on mobile, various browsers & older computers• Load time
Sante Strategies - www.santestrategies.com - @mjsante
Small Group Testing with Tasks (and candy)
Sante Strategies - www.santestrategies.com - @mjsante
3) Small Group Testing with Tasks
1)Put together a list of website user tasks2)Get co-workers, family, friend, etc into a
room with laptops3)Give them each a set of 3-6 major tasks4)Have them complete each process - noting
issues in the process5)Give them treats at the end6)Merge issue lists into a master list and mark
them as above
Sante Strategies - www.santestrategies.com - @mjsante
Guerilla Usability Testing
Sante Strategies - www.santestrategies.com - @mjsante
4) Guerilla Usability Testing
Set a series of tasks for test users to complete and noting problems as they occur
1)6-12 participants (can be in small groups)2)Can be family, friends or strangers3)They can match your users but not necessary4)In person or can be recorded
And...repeat as needed
Sante Strategies - www.santestrategies.com - @mjsante
Professional Usability Testing
Sante Strategies - www.santestrategies.com - @mjsante
5) Professional Usability Testing
Set a series of tasks for test users to complete and noting problems as they occur
• Less bias• Less work• More rigor • More money
Sante Strategies - www.santestrategies.com - @mjsante
Define a Usability Testing Task
Sante Strategies - www.santestrategies.com - @mjsante
Define a Usability Testing Task
1) Start with a simple task: Buy a subscription.
2) Add details:•Who are they•What are they trying to accomplish•When & where are they when they access
the site (mobile, on the train, at lunch, etc)•How are they starting (web search, email
newsletter link, going to the site by URL, etc)
Sante Strategies - www.santestrategies.com - @mjsante
Task Example
You are a graduating senior in accounting, interested in joining an organization for actuaries as a student. You heard about the Association for Actuarial Excellence and want to find out how much it costs to join and if there are any requirements. You are on your mobile phone, using your web browser to search.
Sante Strategies - www.santestrategies.com - @mjsante
Usability Testing - Task Reminders•Be very specific•Don’t use jargon•Include information about goals & background
Sante Strategies - www.santestrategies.com - @mjsante
Step 2Develop a Roadmap for Making Fixes
Sante Strategies - www.santestrategies.com - @mjsante
Resist Temptation:Don’t make start changes during usability assessment
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
How to decide “sets” of usability fixes?
Sante Strategies - www.santestrategies.com - @mjsante
Sticky Note Workshop
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
Sante Strategies - www.santestrategies.com - @mjsante
Thanks!Jasmine Sante@[email protected]