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Usability on the run
Gautam Ghosh
Norwegian Tax Administration
Usability on the run
• Championing usability
• Click analysis of HR services
• How much can we actually improve a website
...
Championing usability
4 UX specialists @ NorwegianTax Administration
• Project work
• Marketing usability
• Usability test...
Living the usability lifestyle
• Communicating the UX message to people who
can change it
• Empowering non-experts
• Downs...
CLICK-ANALYSIS OF HR SERVICES ON INTRANET
Raising awareness
Click-analysis of HR services
• Click-analysis carried out before and after
redesign
• Redesign of information architectur...
Comparing time on task
Tasks for Ansattguiden
Before
redesign
After
redesign
Simplest task 61 sek 17 sek
Most difficult ta...
HOW MUCH CAN WE ACTUALLY IMPROVE?
Raising awareness
How much can we actually improve?
• Can we reduce the number of calls to Tax
Information Services by improving
communicati...
Other answers
4 %
Can't be resolved on-
line
15 %
PIN problem
14 %
Don't know
15 %
Poor usability
21 %
Internet not an opt...
How much can we actually improve?
• Improving services on our website will potentially
help 1/3 of the callers
• Isolated ...
AN EASIER WAY TO GET USERS TO TEST
Recruiting test subjects
Single-page
calculator
for tax value of
home
We went to IKEA!
• Obtained permission from IKEA
• 2 emails back and forth
• Card table in IKEA exit lobby
• Pulled them i...
Self-selected Test Subjects!
Men
Women
30
40
50
60
70
Blue
Pink
White
?
Web
Paper
Other
Auto
Norwe
gian
Other
0
4
8
12
16
...
DESIGNING WITH THE USERS, NOT FOR THEM
SCRUM – agile prototyping
Turboprototyping
• Prototyping method with user participation
• Challenges the notion that ’Design by committee’
doesn’t w...
Designing with the users – real time
• Whiteboard design – empowering users
• Using rich wire frames – detail is of the es...
CAPTURING USER INTENTIONS
SCRUM – usability
Capturing user intentions
• Information about feedback at login
• Text box for usability feedback available in all
screens...
Capturing user intentions
Difficult?
Illogical?
Errors?
Describe the problem
that you experienced
and how you solved it
Capturing user intentions
Describe what you
were trying to do..
Capturing user intentions
• Really low cost evaluation
• User reactions, not our opinion
• Getting effort focussed
• Used ...
THANK YOU
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Usability on the run

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Championing usability at a government agency. Five UX ideas that enhance and support our work.

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Transcript of "Usability on the run"

  1. 1. Usability on the run Gautam Ghosh Norwegian Tax Administration
  2. 2. Usability on the run • Championing usability • Click analysis of HR services • How much can we actually improve a website • An easier way to get users to test • Designing with the users, not for them • Capturing user intentions
  3. 3. Championing usability 4 UX specialists @ NorwegianTax Administration • Project work • Marketing usability • Usability testing • Interaction design • Ad hoc usability advice • Lecturing
  4. 4. Living the usability lifestyle • Communicating the UX message to people who can change it • Empowering non-experts • Downsizing the effort to small nibbles • Helping improve the usability within the limits of project budgets • Liason with other govt. agencies to share usability competence and resources • National UX standardization - ELMER
  5. 5. CLICK-ANALYSIS OF HR SERVICES ON INTRANET Raising awareness
  6. 6. Click-analysis of HR services • Click-analysis carried out before and after redesign • Redesign of information architecture and start- page for HR Services (Norw.: Ansattguiden) • Measured no. of clicks and time on task • Reduced time on task significantly • Was a success • Increased use of services after redesign • The term became current – people started asking for click analysis
  7. 7. Comparing time on task Tasks for Ansattguiden Before redesign After redesign Simplest task 61 sek 17 sek Most difficult task 173 sek 62 sek Average for all tasks 140 sek 32 sek Total cost per year if each employee has 2 queries per month 2 175 049,- 496 269,-
  8. 8. HOW MUCH CAN WE ACTUALLY IMPROVE? Raising awareness
  9. 9. How much can we actually improve? • Can we reduce the number of calls to Tax Information Services by improving communication via our web-site? • Survey at tail-end of 105 phone calls to helpdesk • ”Why didn’t you use the website?” • We could pinpoint particular issues that need attention immediately
  10. 10. Other answers 4 % Can't be resolved on- line 15 % PIN problem 14 % Don't know 15 % Poor usability 21 % Internet not an option 31 % Why didn’t you use the website? Caller didn’t know that she could find it on the website •Prefer talking to a person •Haven’t got internet access •Haven’t got web-access right now. •Haven’t got PIN codes •Have lost them •Can’t remember my password Caller wants to do things that aren’t posible via the website •Found the subject, but not the answer to my specific query. •Found the subject, but didn’t understand. Too difficult
  11. 11. How much can we actually improve? • Improving services on our website will potentially help 1/3 of the callers • Isolated the single most used function that users had problems with (PIN code) • Improved navigation and content • Changed 800 80 000 (phone no) to www.skatteetaten.no (URL) on paper tax-card • Increased awareness for usability in the helpdesk organisation • Recognition that they can contribute to improve systems
  12. 12. AN EASIER WAY TO GET USERS TO TEST Recruiting test subjects
  13. 13. Single-page calculator for tax value of home
  14. 14. We went to IKEA! • Obtained permission from IKEA • 2 emails back and forth • Card table in IKEA exit lobby • Pulled them in with poster • Recorded with Mac (Silverback) • No time / expense recruiting (saved 3 weeks 30 000,-) • Self-selected test subjects • Tested 20 subjects • 10 each at IKEA East Oslo and IKEA West Oslo
  15. 15. Self-selected Test Subjects! Men Women 30 40 50 60 70 Blue Pink White ? Web Paper Other Auto Norwe gian Other 0 4 8 12 16 20 Mother tongue (language) Tax Return channel ProfessionAgeGender
  16. 16. DESIGNING WITH THE USERS, NOT FOR THEM SCRUM – agile prototyping
  17. 17. Turboprototyping • Prototyping method with user participation • Challenges the notion that ’Design by committee’ doesn’t work • Straight from high-level requirements to rich wireframes • Presented at Interact’99 and NordiCHi 2000 • used since the dotcom era
  18. 18. Designing with the users – real time • Whiteboard design – empowering users • Using rich wire frames – detail is of the essence • Allowing them to err – not forcing the usability message down their throats • From requirements to design in 2 workshops (+ a bit of work in between them) • Disbelief at opportunity to design ’our’ application • WYSIWYG
  19. 19. CAPTURING USER INTENTIONS SCRUM – usability
  20. 20. Capturing user intentions • Information about feedback at login • Text box for usability feedback available in all screens with caption Difficult? Illogical? Errors? • ’Tell us what you were trying to do’ embedded in all error messages • Collected feedback approx one week. • Over 100 test users • Feedback was timestamped, with user name for follow-up
  21. 21. Capturing user intentions Difficult? Illogical? Errors? Describe the problem that you experienced and how you solved it
  22. 22. Capturing user intentions Describe what you were trying to do..
  23. 23. Capturing user intentions • Really low cost evaluation • User reactions, not our opinion • Getting effort focussed • Used similar approach on Skatteetaten.no • Only displayed on content page found via search engine • 1% feedback 70% negative, 30% positive
  24. 24. THANK YOU

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