It’s Not Rocket Surgery:First Fridays in the U.S. GovernmentImproving the Customer Experience <br />Nicole Burton<br />9/2...
One Morning a Month<br />Choose a site<br />3 customer participants perform tasks with a facilitator<br />Observers watch ...
Two One  Mornings a Month<br />Choose a site<br />3 customer participants perform tasks with a facilitator<br />Observers ...
First Fridays Final Report<br />9/27/2011<br />4<br />Office of Citizen Services and Innovative Technologies<br />
First Fridays Final Report<br />9/27/2011<br />5<br />Office of Citizen Services and Innovative Technologies<br />
Do-It-Yourself Testing<br />Better customer service for taxpayers & citizens<br />More testing because “Anyone can do it”<...
UX “magic” revealed
More time spent coaching
Fewer comprehensive tests & studies?</li></ul>9/27/2011<br />6<br />Office of Citizen Services and Innovative Technologies...
Government Sites Tested<br />USA.gov<br />NSF.gov <br />DOL.gov    <br />m.gobiernoUSA.gov<br />DOI.gov <br />Advisory Cou...
Upcoming Product Tests<br />9/27/2011<br />8<br />Office of Citizen Services and Innovative Technologies<br />
Building Capacity Across GSA - and Government<br />Fix problems<br />Train and mentor<br />Raise awareness <br />9<br />Of...
It’s Not Rocket Surgery<br />9/27/2011<br />10<br />Office of Citizen Services and Innovative Technologies<br />forum.sens...
What Kinds of Improvements?<br />From post-test interviews with Passports and FCC.gov stakeholders, May 2011<br />9/27/201...
Passports Application<br />9/27/2011<br />12<br />Before<br />After<br />Office of Citizen Services and Innovative Technol...
NSF.gov SESTAT data tool page <br />9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />13<br />Bef...
9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />14<br />
9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />15<br />
FF’s Top Problems & Solutions<br />Top Tasks Hard to Find<br />Make top task “starting points” stand out  <br />Place top ...
Actual Improvements<br />Made Top Tasks list driven by analytics<br />Added step-by-step instructions<br />Reduced jargon<...
Actual Benefits<br />Focusing on a limited number of practical problems and solutions.  “Our website has a lot of problems...
Challenges*<br />Resistance: Internal and external “pushback” to small changes<br />Governance: Five teams work on website...
Carrots & Sticks<br />Free Product Test<br />Chocolate croissants & lunch<br />Attention<br />Monthly schedule<br />Letter...
First Friday’s Mobile Usability Set Up<br />Based on the ingenious rig by Cory Lebson of Lebsontech.com<br />
Presenting…<br />First Fridays Mobile Testing Equipment<br />
1. Stand<br />Banana stand<br />Desk lamp<br />Cost: $0 (office lamp - $30)<br />
2. Webcam<br />Logitech 1080p Webcam Pro C910 with Skype HD<br />Cost: $60<br />
3. Binder clips / Duct tape<br />Find them in your office supply closet<br />Cost: $0 - $5<br />
Binder clip / duct tape<br />Web cam<br />Desk lamp<br />Smartphone <br />
Recruitment<br />9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />29<br /><ul><li>Three particip...
Recruit loosely
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Nicole Burton - First Fridays at GSA

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"Usability Testing in Practice: First Fridays at the U.S. General Services Administration" was presented at the Center for Health Literacy Conference 2011: Plain Talk in Complex Times by Nicole Burton, User Experience Evangelist, Center for Excellence in Digital Government at GSA.

Description: Come and find out how the U.S. General Services Administration (GSA) conducts easy and inexpensive usability tests of government websites. Discover what the most frequent problems are and how to apply quick-fix solutions.

Published in: Education, Technology
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  • Nicole Burton - First Fridays at GSA

    1. 1. It’s Not Rocket Surgery:First Fridays in the U.S. GovernmentImproving the Customer Experience <br />Nicole Burton<br />9/27/2011<br />1<br />Office of Citizen Services and Innovative Technologies<br />
    2. 2. One Morning a Month<br />Choose a site<br />3 customer participants perform tasks with a facilitator<br />Observers watch and take notes<br />Lunch debrief and identify three serious problems + fixes<br />Follow–up call on quick improvements<br />One-page report and copy of test recordings<br />9/27/2011<br />2<br />Office of Citizen Services and Innovative Technologies<br />
    3. 3. Two One Mornings a Month<br />Choose a site<br />3 customer participants perform tasks with a facilitator<br />Observers watch and take notes<br />Lunch debrief and identify three serious problems + fixes<br />Follow–up call on quick improvements<br />One-page report and copy of test recording<br />9/27/2011<br />3<br />Office of Citizen Services and Innovative Technologies<br />
    4. 4. First Fridays Final Report<br />9/27/2011<br />4<br />Office of Citizen Services and Innovative Technologies<br />
    5. 5. First Fridays Final Report<br />9/27/2011<br />5<br />Office of Citizen Services and Innovative Technologies<br />
    6. 6. Do-It-Yourself Testing<br />Better customer service for taxpayers & citizens<br />More testing because “Anyone can do it”<br />Expanded professional UX opportunities & facilities<br /><ul><li>More inexperienced practitioners
    7. 7. UX “magic” revealed
    8. 8. More time spent coaching
    9. 9. Fewer comprehensive tests & studies?</li></ul>9/27/2011<br />6<br />Office of Citizen Services and Innovative Technologies<br />
    10. 10. Government Sites Tested<br />USA.gov<br />NSF.gov <br />DOL.gov <br />m.gobiernoUSA.gov<br />DOI.gov <br />Advisory Council <br />on Historic Preservation<br />m.usa.gov <br />Travel.state.gov<br />FCC.gov<br />DOT.net<br />Weather.gov<br />Data.gov<br />Apps.gov/NOW<br />Pueblo.gsa.gov<br />OnGuardOnline.gov<br />HowTo.gov<br />
    11. 11. Upcoming Product Tests<br />9/27/2011<br />8<br />Office of Citizen Services and Innovative Technologies<br />
    12. 12. Building Capacity Across GSA - and Government<br />Fix problems<br />Train and mentor<br />Raise awareness <br />9<br />Office of Citizen Services and Innovative Technologies<br />
    13. 13. It’s Not Rocket Surgery<br />9/27/2011<br />10<br />Office of Citizen Services and Innovative Technologies<br />forum.sensible.com<br />Talk Amongst Yourselves<br />Steve Krug’s Method<br />Commit to monthly product testing, same time each month:<br />more observers, more testing, more buy-in<br />
    14. 14. What Kinds of Improvements?<br />From post-test interviews with Passports and FCC.gov stakeholders, May 2011<br />9/27/2011<br />11<br />Office of Citizen Services and Innovative Technologies<br />
    15. 15. Passports Application<br />9/27/2011<br />12<br />Before<br />After<br />Office of Citizen Services and Innovative Technologies<br />
    16. 16. NSF.gov SESTAT data tool page <br />9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />13<br />Before<br />After<br />
    17. 17. 9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />14<br />
    18. 18. 9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />15<br />
    19. 19. FF’s Top Problems & Solutions<br />Top Tasks Hard to Find<br />Make top task “starting points” stand out <br />Place top tasks at center or left and above the fold<br />Too Many Words<br />Cut content by 50% <br />Remove outdated content <br />Confusing Jargon<br />Use common terms and customer language; avoid acronyms<br />Put technical terms in parentheses<br />Irrelevant Search Results<br />Make top task content appear at top of search returns <br />Move search filters to left or top of screen <br />Navigation Ineffective<br />List nav tabs or links from left to right, top to bottom, in order of use<br />Re-write links<br />9/27/2011<br />16<br />Office of Citizen Services and Innovative Technologies<br />
    20. 20. Actual Improvements<br />Made Top Tasks list driven by analytics<br />Added step-by-step instructions<br />Reduced jargon<br />Made Home Page news area smaller<br />Updated top task content <br />Added Home Page area for Browse Documents <br />Added Doing Business links for industry users<br />Move Search filter to top of search results<br />Changed top nav tabs to drop down on mouse hover rather than on mouse click<br />From post-test interviews with Passports and FCC.gov stakeholders, May 2011<br />9/27/2011<br />17<br />Office of Citizen Services and Innovative Technologies<br />
    21. 21. Actual Benefits<br />Focusing on a limited number of practical problems and solutions. “Our website has a lot of problems and it can be overwhelming”<br />“Getting the whole team at the test watching together for the first time, seeing through the eyes of the customer”<br />“At least four of the people who weren’t there watched the video and read the report”<br />“We started testing with employees who use screen readers, making accessibility improvements”<br />9/27/2011<br />18<br />Office of Citizen Services and Innovative Technologies<br />
    22. 22. Challenges*<br />Resistance: Internal and external “pushback” to small changes<br />Governance: Five teams work on website<br />Legal: Policy-related web content must be cleared<br />“Project Overlord”: Postponements due to redesign and CMS<br />Reorganization: New staff lack web writing skills<br />Priorities: Public Affairs responsible for news, video, Congress<br />IT: Team lacks admin rights over Home Page and templates<br />Staff: Good people leave - “I’d just start pulling the thread…”<br />* Steve: Private industry also faces these challenges<br />9/27/2011<br />19<br />Office of Citizen Services and Innovative Technologies<br />
    23. 23. Carrots & Sticks<br />Free Product Test<br />Chocolate croissants & lunch<br />Attention<br />Monthly schedule<br />Letter of Intent<br />Follow up call<br />Post report + B&A screenshots<br />9/27/2011<br />20<br />Office of Citizen Services and Innovative Technologies<br />
    24. 24. First Friday’s Mobile Usability Set Up<br />Based on the ingenious rig by Cory Lebson of Lebsontech.com<br />
    25. 25. Presenting…<br />First Fridays Mobile Testing Equipment<br />
    26. 26. 1. Stand<br />Banana stand<br />Desk lamp<br />Cost: $0 (office lamp - $30)<br />
    27. 27. 2. Webcam<br />Logitech 1080p Webcam Pro C910 with Skype HD<br />Cost: $60<br />
    28. 28. 3. Binder clips / Duct tape<br />Find them in your office supply closet<br />Cost: $0 - $5<br />
    29. 29. Binder clip / duct tape<br />Web cam<br />Desk lamp<br />Smartphone <br />
    30. 30.
    31. 31.
    32. 32. Recruitment<br />9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />29<br /><ul><li>Three participants
    33. 33. Recruit loosely
    34. 34. Word of mouth
    35. 35. Use Twitter, email, Craigslist, office, listservs
    36. 36. Three back-ups, one for each time slot
    37. 37. Site stakeholders help – they know their audiences
    38. 38. $5 gift card</li></li></ul><li>Facilitator-in-Training Program<br />9/27/2011<br />Office of Citizen Services and Innovative Technologies<br />30<br />Learn to conduct First Friday tests at your agency!<br /><ul><li>Participate in 4 tests over 3 months
    39. 39. Get experience in facilitating
    40. 40. Facilitator mentor for guidance
    41. 41. Support for your own agency test team
    42. 42. $100 through Web Manager University
    43. 43. Email FirstFridays@gsa.gov</li></li></ul><li>What Works<br />Teaching non-UX professionals<br />Mentoring process <br />Alternating GSA and agency sites<br />Low-tech method<br />No “honkin’ great findings report”<br />Making small changes<br />9/27/2011<br />31<br />Office of Citizen Services and Innovative Technologies<br />
    44. 44. Join Us!<br />Teach non UX staff to facilitate simpletests<br />Volunteer as a FF participant or observer<br />StartFirst Fridays @ your agency (or company)<br />Offer your high-impact government website or app for First Fridays testing<br />9/27/2011<br />32<br />Office of Citizen Services and Innovative Technologies<br />
    45. 45. Contact Us<br /> Nicole BurtonFirst Fridays Program Manager/ GSA User Experience Evangelist<br />nicole.burton@gsa.gov<br />To participate in GSA First Fridays: FirstFridays@gsa.gov<br />First Fridays Product Testing Program info: HowTo.gov/FirstFridays<br />9/27/2011<br />33<br />Office of Citizen Services and Innovative Technologies<br />

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