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![Challenges / Lack of…
• Awareness:
• “[People] refuse to believe the results of
usability tests because they are painful.”
• “We are spending hundreds of thousands of
dollars without one usability test. Web staff
understand the need, but no one is listening.”
• Facilities
• “No facilities” / “Our lab is about 15 years
young”
Howto.gov/firstfridaysHowto.gov/firstfridays](https://image.slidesharecdn.com/topuserexperiencechallengesingovernment-140522153841-phpapp01/75/Top-User-Experience-Challenges-in-Government-7-2048.jpg)
Top User Experience Challenges in Government
This document summarizes the results of a survey on user experience challenges in the US government. It found that the top challenges were lack of awareness among managers, limited resources and staffing, and lack of training. The document also analyzes usability test results from 29 government websites which found the most common problems were difficult navigation, hidden or non-functional search, complex forms, unclear purpose, inability to complete tasks, and use of jargon. Suggestions are provided to address these challenges through training, communities of practice, and sharing of best practices.
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Top User Experience Challenges in Government
- 1. Howto.gov/firstfridays Top User Experience Challengesin Government Jonathan Rubin First Fridays Usability Program July 10, 2013
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- 4. Our Survey ofUX Activities 1. Survey Monkey with 65 respondents 2. 100% Cabinet agencies 3. Co-created with Jean Fox (+ thanks Axle Brown) 4. Not scientific or representative 5. Goal: • Audience research • Develop web-based and in-person training • Share aggregate in presentations, etc. Howto.gov/firstfridaysHowto.gov/firstfridays
- 5. What we asked 1.Agency (but anonymous) 2. About you – title, UX education, team size 3. How widespread is UX 4. Challenges to implementing UX 5. Resources 6. Types of UCD methods 7. What would help? Howto.gov/firstfridaysHowto.gov/firstfridays
- 6. Good news • Averageteam: 2 PT and 2 FT • Wide range of UX methods being used • #1 surveys, #2 style guide, #3 tests • Thirst for training, many self-taught • 91% doing UX on websites, ⅓ mobile • Using respected tools (20% eyetracking!) • Future: More testing, services • Some agencies have UX institutionalized Howto.gov/firstfridaysHowto.gov/firstfridays
- 7. Challenges / Lackof… • Awareness: • “[People] refuse to believe the results of usability tests because they are painful.” • “We are spending hundreds of thousands of dollars without one usability test. Web staff understand the need, but no one is listening.” • Facilities • “No facilities” / “Our lab is about 15 years young” Howto.gov/firstfridaysHowto.gov/firstfridays
- 8. Challenges / Lackof… • Resources • “Very old models are used for interaction” • “Army of one” • Training • “Figure it out as we go along” • Standards / Best Practices • “Applying standard best practices can be challenging… many offices and components have different processes and standards.” Howto.gov/firstfridaysHowto.gov/firstfridays
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- 10. 34% 17%15% 15% 6% 6% 5% 2% What best describeswhat you do? Website Mngr Other Project Mngr UX Specialist Web Designer IA Researcher Web Metrics Mng
- 11. # UX staff Howto.gov/firstfridaysHowto.gov/firstfridays PartTime Full Time Had at least 1 person 86% 59% Median # of people 2 2 Average # of people 2 3 Range of people 0-10 0-30
- 12. Howto.gov/firstfridaysHowto.gov/firstfridays 0% 10% 20% 30% 40% 50% 60% 70% College / Grad school CertificationWorkshops, webinars On-the-job mentorship Other Where did your staff get UX training?
- 13. Howto.gov/firstfridaysHowto.gov/firstfridays 3% 19% 46% 25% 8% 0% 10% 20%30% 40% 50 op to Bottom UX Used frequently Occasional UX Know but don't practice No one knows UX How widespread is UX at your organization?
- 14. Howto.gov/firstfridaysHowto.gov/firstfridays 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% What types ofUX products do you work on?
- 15. Howto.gov/firstfridaysHowto.gov/firstfridays % Who “Often”or “Always” use 0% 10% 20% 30% 40% 50% Tests: Mobile Contextual inquiries Focus groups Tests: Remote Personas Tests: High Fidelity User Analysis Expert Reviews Task Analysis Tests: In-person Surveys Style guides
- 16. Howto.gov/firstfridaysHowto.gov/firstfridays % Who “Never”use these methods 0% 10% 20% 30% 40% 50% 60% Personas Tests: Remote Context. Inquiries Tests: High Fidelity Test: Mobile Card sorts Tests: Low Fidelity Affinity diagrams Tests:: First-Click Tests: Eyetracking
- 17. Howto.gov/firstfridaysHowto.gov/firstfridays How often doyou perform usability tests? 0 5 0 5 0 5 Never Rarely Sometimes Often Always Don't Know In person Remote
- 18. Asked about UXmethods • Top 3: Surveys, Style guide, Tests • Bottom 3: Affinity diagrams Eyetracking, First Click • 10% never a usability test – bad? • 16% never a survey • Task analysis - 8.5% always, 55% sometimes Howto.gov/firstfridaysHowto.gov/firstfridays
- 19. Training Needs • “UXTraining classes - webinars aren't enough” • “Software” - Morae, Surveys, CrazyEgg • “Any and all” • “Be more aware of findings” • “How to get buy-in from higher ups “ • Methods: First-Click Testing, Style Guides, Card Sorts, Surveys, Task analysis Howto.gov/firstfridaysHowto.gov/firstfridays
- 20. Plans for thefuture Howto.gov/firstfridaysHowto.gov/firstfridays Asked about future plans:
- 21. Howto.gov/firstfridaysHowto.gov/firstfridays Biggest obstacle tousing UX? 0% 10% 20% 30% 40% 50% 60% 70% 80% Tried UX, failed Other No UX awareness Don't get UX ROI UX not built in Lack of time No resources
- 22. Howto.gov/firstfridaysHowto.gov/firstfridays0% 10% 20%30% 40% 50% 60% One-way mirror Observation room Testing room Other Multi-purpose rooms No space for testing Which do you have? (check all)
- 23. Challenges / Lackof… • Resources - staff and metrics software • Awareness – Managers not sold on UX • Training - Staff and Manager • Standards / Best Practices • Testing facilities Howto.gov/firstfridaysHowto.gov/firstfridays
- 24. Howto.gov/firstfridays 2. Top GovUX Problems on Sites
- 25. Two types ofgov challenges: 1. Gov UX Strategic and Resource challenges(Survey) 2. Persistency UX problems on fed websites (FF test data) Howto.gov/firstfridaysHowto.gov/firstfridays
- 26. FF Test Data 1.29 products reviewed in 2012 2. 130+ significant problems 3. 32 different usability categories - problems big and small Thanks to Cynthia, Molly, Josh, and Ruth! Howto.gov/firstfridaysHowto.gov/firstfridays
- 27. Top 6 UsabilityChallenges 1. Navigation difficult, confusing or hidden 2. Search feature hidden or doesn’t work 3. Forms difficult to use 4. Purpose of site unclear 5. Difficulty with Top Tasks 6. Lack of Plain Language Howto.gov/firstfridaysHowto.gov/firstfridays
- 28. 1. Navigation difficultto use Howto.gov/firstfridaysHowto.gov/firstfridays
- 29.
- 30. • Average dailyvisits up 50% • Mobile Home visits up 32% • Help Page visits up 1200% • Desktop site visits up 3.3% Howto.gov/firstfridays
- 31. 2. Poor searchfunctionality Howto.gov/firstfridaysHowto.gov/firstfridays
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- 35.
- 36. Howto.gov/fiHowto.gov/f Before: 7 textitems to scan After: 3 text items to scan
- 37. 3. Forms requiretoo much effort
- 38. 3. Forms difficultto use 1. Too much effort 2. Poor terminology 3. Malfunction / deleted answers 4. Too many questions 5. Unclear what’s required
- 39. 3. Forms difficultto use 1. Too much effort 2. Poor terminology 3. Malfunction / deleted answers 4. Too many questions 5. Unclear what’s required
- 40. 4. Purpose ofSite Unclear
- 42. 5. Difficulty withtop tasks
- 43. 5. Difficulty withtop tasks 1. Can’t find info via any means or know where to begin
- 44. 5. Difficulty withtop tasks 1. Can’t find info via any means or know where to begin
- 45. 6. Lack ofPlain Language
- 47. 6. Lack ofPlain Language 1. Insider Speak 2. Technical / scientific terms 3. Jargon 4. Alphabet soup
- 48. Top 6 UsabilityChallenges 1. Navigation difficult, confusing or hidden 2. Search feature hidden or doesn’t work 3. Forms difficult to use 4. Purpose of site unclear 5. Can't find what they are looking for 6. Lack of Plain Language Howto.gov/firstfridaysHowto.gov/firstfridays
- 49. Wrap up: Opportunities •Howto.gov • Us – howto.gov/firstfridays • Blog.howto.gov – 3,000+ subscribers • DigitalGov University - howto.gov/training • User Experience Community of Practice • Usability Testing Community of Practice
- 51. Share your greatness •Email us at firstfridays@gsa.gov or let people know about: • Labs or conference space to share? • Great tools or resources (e.g. Expert Eval tool or Persona template) • Best Practices • Testimonials • ROI stats • Speakers available
- 52. First Fridays UsabilityProgram Jonathan Rubin Jonathan.rubin@gsa.gov Twitter: @govnewmedia www.Howto.gov/firstfridays Howto.gov/firstfridaysHowto.gov/firstfridays