DFAIT Usability Final 6 Apr08

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This is the final report provided by the contractor to DFAIT of usability testing of a number of key web sites.

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DFAIT Usability Final 6 Apr08

  1. 1. Usability testing of DFAIT website Prepared for: Barry Nesbitt, DFAIT Contract number: 08170-070584/001/CY Version 1.2 – April 16, 2008 Une version française du sommaire exécutif est disponible sur demande Authors: Gord Hopkins, Mike Atyeo, Scott Smith & Paula Preston
  2. 2. Neo Insight usability evaluation - 2Copyright 2008 Neo Insight Inc. Table of contents  Executive summary 3  Task performance summary 19  Usability evaluation results 31  Consular 33  eDiscussion and START 56  Trade negotiations and agreements 74  International youth program 93  Russian mission site 113  Contact information 129
  3. 3. Neo Insight usability evaluation - 3Copyright 2008 Neo Insight Inc. Introduction  Background  The Department of Foreign Affairs and International Trade (DFAIT) continues to make changes to its websites with the goal of creating a unified web presence to better address the needs of both domestic and international clients  This work includes implementation of new design, navigation and content; plus development of a new information architecture  Objectives  Test the usability of the current design and information architecture plus some proposed wire frames  Gather user feedback to provide direction for the future evolution of the websites tested  Test the ease with which users can navigate the websites to find information, the suitability of the link labels and terminology, and the overall appeal of the website designs Executive Summary
  4. 4. Neo Insight usability evaluation - 4Copyright 2008 Neo Insight Inc. Method  Recruiting  26 participants in each of 5 audiences were recruited and tested on different DFAIT content:  General: Adult, international traveller (Consular website)  University: Policy students/professors (eDiscussion and START)  Business: Involved in international trade (Trade Negotiations)  Youth: Between 18-25 years (International Youth Program)  Russian: New arrivals in Canada (Russia mission site)  Remote usability testing  All participants were tested in their own environments (home or office) using remote testing software (UserVue from TechSmith).  Screen interactions and participant audio was captured for later analysis  Participants were asked to try and complete 5 to 7 typical tasks  Measured ability to complete tasks (with or without hints) and their level of satisfaction with the way the website supported the task  Testing took place from March 10th -14th , 2008  Participants were paid an honorarium for their participation Executive Summary For details, see DFAIT Facilitator Guide v1.0 Master 09Mar08.doc
  5. 5. Neo Insight usability evaluation - 5Copyright 2008 Neo Insight Inc. Strengths – Across all areas tested Area of DFAIT Description of Strength Consular Crisp, clear layout Good search engine Good coverage of travel warnings and alerts eDiscussion and START Simple layout with clear headings for most sections START offers good imagery Good coverage of Canada’s activities abroad Trade Negotiations and Agreements Good access to wide range of international trade info Regularly updated content Ability to get notifications of updates International Youth Program Good collection of programs and associated countries Provides access to opportunities of value to youth Helps expand understanding of international issues Russian Mission site Good info on working/studying/visiting/moving to Canada Expands awareness of Canada’s culture Helps people understand English terminology Executive Summary
  6. 6. Neo Insight usability evaluation - 6Copyright 2008 Neo Insight Inc. Scorecard  Comparison of task completion, satisfaction and usability issues Executive Summary Area Critical Major Minor Youth 2 4 9 Consular 1 6 10 Russia 4 0 4 Trade 3 5 9 Policy 1 6 9 Task Completion Rate by Area Tested 0% 20% 40% 60% 80% 100% Policy Trade Russian Consular Youth Complete Complete with Hints Incomplete Satisfaction Rating by Area Tested 0% 20% 40% 60% 80% 100% Policy Trade Russian Consular Youth Satisfied Marginal Dissatisfied
  7. 7. Neo Insight usability evaluation - 7Copyright 2008 Neo Insight Inc. Consular summary Executive Summary  Task performance overview  7 tasks tested – 1 Critical and 1 Major task problem which included:  Difficulty finding potential issues associated with travelling with dual citizenship  Not finding warning information in Travel Report because some people did not scroll  Usability overview  1 Critical, 6 Major and 10 Minor issues – Critical and Major included:  Content missed because it was not where expected  Travel Report information missed by some users  Country list not visible without scrolling  Table of contents overlooked  Too many competing and redundant links on the Home page  Difficult to discriminate some sections  Key Information vs. Essential Resources vs. Quick Links  Verbose and unstructured text in some areas
  8. 8. Neo Insight usability evaluation - 8Copyright 2008 Neo Insight Inc. Consular key recommendations Executive Summary  Key recommendations  Re-examine information architecture in a few key areas to ensure content is where it is expected to be  Change layout of the Travel Reports country listing to ensure people see the start of country listings without having to scroll  Eliminate redundant links from the Home page and organize it into clearly differentiated sections  Build on the existing categories of before, during or returning from travel  Help people focus on the country of interest and the stage in their travel  Provide links to Offices Abroad or Embassies on the Home page  Visually integrate content on the right hand side to make it more noticeable
  9. 9. Neo Insight usability evaluation - 9Copyright 2008 Neo Insight Inc. eDiscussion and START summary Executive Summary  Task performance overview  7 tasks tested – 1 Critical and 5 Major task problems which included:  Not able to find START program from main DFAIT Home page  Not able to find specific funding details for Global Peace and Security Fund  Difficulty locating information on how to submit a Policy Position Paper  Difficulty finding the current eDiscussion and using the email alert form  Difficulty finding video about Children at War  Not able to access specific contact information about Sudan activities  Usability overview  1 Critical, 6 Major and 9 Minor issues – Critical and Major included:  No links to funding eligibility information  Title of current eDiscussion difficult to find  Policy Paper information not expected under eDiscussions  No links from summary of Policy Position Papers to actual papers  Annotation of Video Library link is misleading  eNewsletter subscription form confusing to use  Global Issues not an obvious link to look for the START program
  10. 10. Neo Insight usability evaluation - 10Copyright 2008 Neo Insight Inc. eDiscussion and START key recommendations  Key recommendations  Support key tasks associated with looking for funding information  Provide easy access to Eligibility and How to Apply information  Highlight the current eDiscussion title more prominently  Clarify the relationship between eDiscussions and Policy Position Papers  Change the Policy eDiscussions section to Policy Discussions to better accommodate the range of content found there  Policy Position Papers, Online Discussions, Video Interviews, etc.  Provide cross-links to related information  e.g. – Link to How to Submit a Policy Position Paper from the summary listing of papers  Make link labels match user expectations regarding destination content  Simplify the eNewsletter subscription form  Re-evaluate where the START program is located or change the Global Issues link label to something which would better convey the notion of Programs or Canada’s Involvement abroad  Ensure navigation breadcrumbs are used consistently throughout the site Executive Summary
  11. 11. Neo Insight usability evaluation - 11Copyright 2008 Neo Insight Inc. Trade negotiations summary Executive Summary  Task performance overview  5 tasks tested – 2 Critical task problems which included:  Unable to associate finding information about business travel with Trade Negotiations and Agreements  Difficulty finding information about trade barriers  Usability overview  3 Critical, 5 Major and 9 Minor issues – Critical and Major included:  Business travel regulations not expected under Trade Negotiations link  Business travel information inconsistent in different parts of website  Trade barriers not associated with the link label of Market Access Report  ExportSource and InfoExport terms do not communicate well  Valuable right hand content and links often overlooked  Links often not arranged for ease of scanning, nor in the user’s language  Search was not working during testing
  12. 12. Neo Insight usability evaluation - 12Copyright 2008 Neo Insight Inc. Trade negotiations key recommendations  Key recommendations  Provide cross-links to business travel regulations on the Services for Travellers pages  Ensure consistency of information by taking a more database approach – maintain only one valid source for Business Travel Requirements which may be accessed from several locations  Consider changing the Market Access Report label to Trade and Investment Barriers  Replace internal terms, like ExportSource and InfoExport, with more meaningful terms  Visually integrate information in right hand column with central content  Arrange links into bulleted lists so they can be scanned easily  Ensure links are provided at the point where the content or resources are described – e.g. Trade Barrier descriptions should link to database  Reduce the amount of text and structure content for easy scanning Executive Summary
  13. 13. Neo Insight usability evaluation - 13Copyright 2008 Neo Insight Inc. International youth program summary Executive Summary  Task performance overview  5 tasks tested – 1 Critical and 0 Major task problems which included:  Unable to find link to the International Youth Program from DFAIT home page  Usability overview  2 Critical, 4 Major and 9 Minor issues – Critical and Major included:  International Youth Program not expected under Foreign Policy section  Program descriptions provide no links to more details or country opportunities  Link to International Job Opportunities in Engineering goes to a generic University website Home page  Content being described is often missing links to actually get to the described information  Key information missing from French version of How Our Programs Work page  Right side navigation is often overlooked
  14. 14. Neo Insight usability evaluation - 14Copyright 2008 Neo Insight Inc. International youth key recommendations  Key recommendations  Provide cross-links from the Travel and Business sections and consider changing the name to something like Work or Study Abroad  Link program titles on Program Descriptions page to more specific information about the program and participating countries  Allow people to choose a program of interest and then see what countries support it OR choose a country of interest and then see what programs are supported  Ensure links to resources are provided at the point when the resources are being described  Ensure the same information is available in both official languages  Visually integrate right hand links so it is clear that they are related to the central content  Relocate the Country drop-down menu to a more noticeable position and change the prompt to Select Country  Place related links at relevant points throughout the sub-site rather than grouping them under the vague label Other Links Executive Summary
  15. 15. Neo Insight usability evaluation - 15Copyright 2008 Neo Insight Inc. Russian mission site summary Executive Summary  Task performance overview  5 tasks tested – 2 Critical task problems which included:  Difficulty getting to the Trade area of the website  Difficulty determining what documentation is required for moving from Armenia to Canada  Usability overview  4 Critical, 0 Major and 4 Minor issues – Critical included:  Link to Trade area of website is missing from main menu  Key links to the Trade area of the site are not visible because they are unexpectedly on the right hand side  Not all English menu items are on the Russian-language version of menu  Links on the right hand side are not evident to users
  16. 16. Neo Insight usability evaluation - 16Copyright 2008 Neo Insight Inc. Russian mission site key recommendations  Key recommendations  Put a link to the Trade area on the Russian-language version  Map menu items exactly between the Russian and English versions to facilitate people learning the corresponding English terminology to use  Move key links from the right hand side into the central area and visually tie in the content in the right hand column  Put links to the Trade Commissioner service in the central area  Ensure all links are evident to the users – underline if necessary  Highlight the currently active link on the left hand menu when appropriate  Ensure the link labels correspond to the headings on the destination pages Executive Summary
  17. 17. Neo Insight usability evaluation - 17Copyright 2008 Neo Insight Inc. Future directions  Continue to develop a task-based structure to the websites  Structure text and lists of links so they are easy to scan  Directly link to the resources being described  Examine user’s steps in achieving their goals and help them complete each step towards their goal  Remove verbose descriptions and allow people to get to the actions as quickly as possible  Test all terminology for it’s ability to communicate as intended, especially link labels – consider doing a Customer Carewords analysis  www.CustomerCarewords.com  Further improve navigation and user experience  Explore opportunities to integrate and simplify information, maintaining a consistent look and feel across the multiple sub-sites  Continue to refine the effectiveness of search by managing search based on analysis of search logs and ongoing user testing Executive Summary
  18. 18. Neo Insight usability evaluation - 18Copyright 2008 Neo Insight Inc. Next steps 1. Address the critical and major usability issues from this testing 2. Address typical user experience issues 1. Put the users’ most frequent and important tasks front and centre 2. Move departmental content out of the way 3. Reduce clutter by eliminating redundant links 4. Adopt common style sheets to be used across all sub-sites 5. Visually integrate the right hand content better with central content 6. Provide context-sensitive and specific contact information 7. Provide a search box on every page 3. Consider conducting a full Customer Carewords analysis www.customercarewords.com to optimize terminology, information architecture, and users’ task flow management Executive Summary
  19. 19. Neo Insight usability evaluation - 19Copyright 2008 Neo Insight Inc. Task performance summary
  20. 20. Neo Insight usability evaluation - 20Copyright 2008 Neo Insight Inc. Task performance summary  The following tables and charts show participant performance and satisfaction ratings for each of the audiences  These tasks were chosen in consultation with the stakeholders to represent the range of tasks the websites should support  Critical, major or minor performance issues are highlighted by colour  Out of the 30 tasks investigated in this project, 18 exhibited some level of performance issue  7 were critical  6 were major  5 were minor  The recommendations found throughout the rest of this document are designed to address the usability issues observed MINOR <80 % completed without hints MAJOR <60 % completed without hints CRITICAL <40 % completed without hints
  21. 21. Neo Insight usability evaluation - 21Copyright 2008 Neo Insight Inc. Consular – Task list Task Label Task Description 5 Greek citizenship CRITICAL *** [Start from Consular home page] http://www.voyage.gc.ca/consular_home-en.asp You are an18 year old Canadian but your are eligible for dual citizenship because your parents are Greek citizens. Find out if there are any issues you should be aware of before visiting Greece. 1 Kenya travel MAJOR ** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You have heard about riots in Kenya and are worried about your friend who is currently travelling there. Find out what the current recommendations are for travelling in this area. 3 Guide for women MINOR * [Start from Consular home page] http://www.voyage.gc.ca/consular_home-en.asp A woman you know is planning to travel abroad alone. Find a guide specifically designed to help women prepare for travelling abroad. 2 Poland office MINOR * [Start from Consular home page] http://www.voyage.gc.ca/consular_home-en.asp You are travelling in Poland and have had your passport stolen. Find out how to contact the Canadian authorities in Poland. 4 Romanian embassy [Start from Consular home page] http://www.voyage.gc.ca/consular_home-en.asp You need to quickly contact the Canadian Embassy in Romania. Find the contact details. 7 Travel with children [Start from Consular home page] http://www.voyage.gc.ca/consular_home-en.asp You are planning to travel outside Canada with your child, but without your spouse. Find out if there are any special arrangements which need to be made. 6 Drugs and travel [Start from Consular home page] http://www.voyage.gc.ca/consular_home-en.asp Your doctor recently prescribed some medications for you. Find out what you need to do to make sure you don’t run into any problems when travelling with them. MINOR <80 % completed without hints MAJOR <60 % completed without hints CRITICAL <40 % completed without hints
  22. 22. Neo Insight usability evaluation - 22Copyright 2008 Neo Insight Inc. Consular – Task summary Mean Time on Task (min) - Consular 0 1 2 3 4 OVERALL Drugs and travel Travel with children Romanian embassy Poland office Guide for women Kenya travel Greek citizenship Task Completion by Task - Consular 0% 20% 40% 60% 80% 100% OVERALL Drugs and travel Travel with children Romanian embassy Poland office Guide for women Kenya travel Greek citizenship Complete Complete with Hints Incomplete Satisfaction by Task - Consular 0% 20% 40% 60% 80% 100% OVERALL Drugs and travel Travel with children Romanian embassy Poland office Guide for women Kenya travel Greek citizenship Satisfied Marginal Dissatisfied
  23. 23. Neo Insight usability evaluation - 23Copyright 2008 Neo Insight Inc. eDiscussion/START – Task list Task Label Task Description 7 START funding CRITICAL *** [Start from START home page] http://www.international.gc.ca/fac/START-GTSR/index.aspx?lang=en You are working for an international organization focused on stopping human trafficking. Find out how much funding is available to support global peace and security this year and if you are eligible for any of this funding. 3 Email alerts MAJOR ** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You’re interested in keeping up to date on discussions about international affairs. Find out what topics are currently being discussed and arrange to be notified whenever new information is added to the discussion. 4 Child war videos MAJOR ** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You’ve heard about interesting videos on children in war. Find these videos to view. 5 Sudan info MAJOR ** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You would like to know more about Canada's reconstruction and peacekeeping efforts in Sudan. Find out who you would contact to get more specific information. 2 Policy paper MAJOR ** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You’ve heard it’s possible to submit a policy position paper. Find out what format is acceptable and to whom you would submit it. 6 START achieve MAJOR ** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You have been asked to write a report on Canada's Stabilization and Reconstruction Task Force (START) to better understand Canada's capacity to respond to international crises. Find a document describing this task force’s achievements over the past year. 1 Share ideas MINOR * [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You’re interested in sharing your thoughts on Canada’s foreign policies. Find out how to participate in any ongoing exchange of ideas and how to register so you can start contributing. MINOR <80 % completed without hints MAJOR <60 % completed without hints CRITICAL <40 % completed without hints
  24. 24. Neo Insight usability evaluation - 24Copyright 2008 Neo Insight Inc. eDiscussion/START – Task summary Mean Time on Task (minutes) - Policy 0 1 2 3 4 5 6 OVERALL Share ideas START achieve Policy paper Sudan info Child war videos Email alerts START funding Task Completion by Task - Policy 0% 20% 40% 60% 80% 100% OVERALL Share ideas START achieve Policy paper Sudan info Child war videos Email alerts START funding Complete Complete with Hints Incomplete Satisfaction by Task - Policy 0% 20% 40% 60% 80% 100% OVERALL Share ideas START achieve Policy paper Sudan info Child war videos Email alerts START funding Satisfied Marginal Dissatisfied
  25. 25. Neo Insight usability evaluation - 25Copyright 2008 Neo Insight Inc. Trade negotiations – Task list Task Label Task Description 1 Mexico documents CRITICAL *** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You know Canada has a business agreement with Mexico and you are flying to Mexico do some business. You know you need a passport, but what other formal documentation is required? 5 Trade barriers CRITICAL *** [Start from TNA main page] http://www.international.gc.ca/trade-agreements-accords- commerciaux/index.aspx?lang=en&menu_id=9&menu= You are a Canadian producer of Canola Oil and would like to know which countries currently have trade barriers which would impact your ability to export to those countries. 2 WTO panel [Start from TNA main page] http://www.international.gc.ca/trade-agreements-accords-commerciaux/index.aspx?lang=en&menu_id=9&menu = You’ve heard that a World Trade Organization panel was set up to settle some of the disputes over US agricultural subsidies. Find out when this panel was established. 4 Update alerts [Start from TNA main page] http://www.international.gc.ca/trade-agreements-accords- commerciaux/index.aspx?lang=en&menu_id=9&menu= How could you arrange to be notified by email of any updates to the Trade Negotiations and Agreements website. 3 Korea free trade [Start from TNA main page] http://www.international.gc.ca/trade-agreements-accords-commerciaux/index.aspx?lang=en&menu_id=9&menu = You are interested in doing business with Korea. Determine the status of a free trade agreement with Korea and who to contact for more information. MINOR <80 % completed without hints MAJOR <60 % completed without hints CRITICAL <40 % completed without hints
  26. 26. Neo Insight usability evaluation - 26Copyright 2008 Neo Insight Inc. Trade negotiations – Task summary Mean Time on Task (minutes) - Trade 0 2 4 6 8 10 OVERALL Korea free trade Update alerts WTO panel Trade barriers Mexico docs Task Completion by Task - Trade 0% 20% 40% 60% 80% 100% OVERALL Korea free trade Update alerts WTO panel Trade barriers Mexico docs Complete Complete with Hints Incomplete Satisfaction by Task - Trade 0% 20% 40% 60% 80% 100% OVERALL Korea free trade Update alerts WTO panel Trade barriers Mexico docs Satisfied Marginal Dissatisfied
  27. 27. Neo Insight usability evaluation - 27Copyright 2008 Neo Insight Inc. Int’l youth program – Task list Task Label Task Description 1 Travel in Holland CRITICAL *** [Start from DFAIT home page] http://www.international.gc.ca/index.aspx You are interested in traveling and doing a bit of work in Holland. Find out what opportunities are offered in that country. 3 IYP int’l jobs MINOR * [Start from IYP home page] http://www.international.gc.ca/culture/123go/menu-en.asp You are an engineering student looking for work abroad. Find out how many opportunities the International Youth Program has for you. 2 IYP eligibility MINOR * [Start from IYP home page] http://www.international.gc.ca/culture/123go/menu-en.asp You are a permanent resident in Canada. Find out if you are eligible to participate in the International Youth Program. 4 Work in Belgium [Start from IYP home page] http://www.international.gc.ca/culture/123go/menu-en.asp You are 31 years old. Are you eligible for a Working Holiday visa in Belgium? 5 SWAP comparison [Start from IYP home page] http://www.international.gc.ca/culture/123go/menu-en.asp What is the difference between SWAP and the Working Holiday Program? MINOR <80 % completed without hints MAJOR <60 % completed without hints CRITICAL <40 % completed without hints
  28. 28. Neo Insight usability evaluation - 28Copyright 2008 Neo Insight Inc. Int’l youth program – Task summary Mean Time on Task (minutes) - Youth 0 1 2 3 4 OVERALL SWAP comparison Work in Belgium IYP eligibility IYP int'l jobs Travel in Holland Task Completion by Task - Youth 0% 20% 40% 60% 80% 100% OVERALL SWAP comparison Work in Belgium IYP eligibility IYP int'l jobs Travel in Holland Complete Complete with Hints Incomplete Satisfaction by Task - Youth 0% 20% 40% 60% 80% 100% OVERALL SWAP comparison Work in Belgium IYP eligibility IYP int'l jobs Travel in Holland Satisfied Marginal Dissatisfied
  29. 29. Neo Insight usability evaluation - 29Copyright 2008 Neo Insight Inc. Russian mission site – Task list Task Label Task Description 4 Trade section CRITICAL *** [Start from Russia site home page] http://www.dfait-maeci.gc.ca/missions/russia-russie/menu-rus.asp Find out how to contact the trade section of the embassy. 1 Immigration docs CRITICAL *** [Start from preferred search engine] I’m from Armenia and I want to know if there is any special documentation/visa requirement for moving to Canada. 5 Art exhibit [Start from Russia site home page] http://www.dfait-maeci.gc.ca/missions/russia-russie/menu-rus.asp Find out if there is a Canadian Art Exhibit currently showing in Russia. 3 Info sessions [Start from Russia site home page] http://www.dfait-maeci.gc.ca/missions/russia-russie/menu-rus.asp Find out if there are any information sessions you could attend to find out more about moving to Canada to live. 2 Embassy hours [Start from Russia site home page] http://www.dfait-maeci.gc.ca/missions/russia-russie/menu-rus.asp You are in Russia, find the hours of operation of the Embassy in Moscow. 6 Russian embassy [Start from DFAIT home page] http://www.international.gc.ca/index.aspx From this page, you would like to get to the Canadian Embassy in Russia web site. MINOR <80 % completed without hints MAJOR <60 % completed without hints CRITICAL <40 % completed without hints
  30. 30. Neo Insight usability evaluation - 30Copyright 2008 Neo Insight Inc. Russian mission site – Task summary Mean Time on Task (minutes) - Russia 0 2 4 6 8 10 OVERALL Russian embassy Embassy hours Info sessions Art exhibit Immigration docs Trade section Task Completion by Task - Russia 0% 20% 40% 60% 80% 100% OVERALL Russian embassy Embassy hours Info sessions Art exhibit Immigration docs Trade section Complete Complete with Hints Incomplete Satisfaction by Task - Russia 0% 20% 40% 60% 80% 100% OVERALL Russian embassy Embassy hours Info sessions Art exhibit Immigration docs Trade section Satisfied Marginal Dissatisfied
  31. 31. Neo Insight usability evaluation - 31Copyright 2008 Neo Insight Inc. Usability evaluation results
  32. 32. Neo Insight usability evaluation - 32Copyright 2008 Neo Insight Inc. Ratings guide and prioritization  Guide to ratings  Usability issues are prioritized and given a rating as either Critical, Major or Minor.  Rating system and colour coding of annotations Usability issue either prevents the user from completing their task or causes significant confusion as to the operation of the user interface. Usability issue results from significant inefficiency in completing common tasks (e.g. navigation, layout, terminology, inconsistencies, etc. Usability issue does not prevent completion but does cause some inefficiency or annoyance with prolonged use. Positive usability element which helps people accomplish their tasks efficiently, effectively, or with great satisfaction. Other comment, suggestion, or opportunity for helping to make the website, product or service more useful and usable. Critical Major Minor Strength Comment
  33. 33. Neo Insight usability evaluation - 33Copyright 2008 Neo Insight Inc. Usability evaluation results Consular
  34. 34. Neo Insight usability evaluation - 34Copyright 2008 Neo Insight Inc. Section overview – Consular (1 of 4)  Usability evaluation  1 Critical, 6 Major and 10 Minor issues  Summary of observations  Strengths  Layout of page is clear and crisp  Search engine worked well in most instances  Clear, salient and visible warning indications  Critical usability issue  Critical content is in different sections from that expected by users  Recommend: Move information to the sections expected by users or provide clear cross-reference links
  35. 35. Neo Insight usability evaluation - 35Copyright 2008 Neo Insight Inc. Section overview – Consular (2 of 4)  Summary of observations (continued)  Major usability issues  Too many competing links on the Home page  Recommend: Minimize the number of links by creating clear areas of focus for different types of information  Difficult to discriminate several similar looking links on the Home page  Recommend: Provide only one salient link on the Home page to Drugs and Travel and one to Children and Travel  Essential Resources section difficult for users to see in bottom right  Recommend: Remove redundancies and move Essential Resources to a more prominent location – possibly integrate into other sections  Travel Reports are being missed because nothing is visible above the fold  Recommend: Reduce the amount of text before listing country names  People are not aware of Travel Report information because the Table of Contents is often not recognized  Recommend: Integrate Table of Contents into the central content area  Redundant content can often hide valuable resources  Recommend: Make descriptive text more concise, structured and bulleted to facilitate scanning
  36. 36. Neo Insight usability evaluation - 36Copyright 2008 Neo Insight Inc. Section overview – Consular (3 of 4)  Summary of observations (continued)  Minor usability issues  The Map and Travel Report drop-down menu on Home page were not well utilized – makes it difficult to justify the value of the map given the large amount of screen real-estate it takes up  Recommend: Eliminate the map and make the Travel Report drop-down menu more salient, including possibly changing the name  No link to Embassies or Offices Abroad from the Home page  Recommend: Provide a link on the Home page to Offices Abroad  Popular Travel Reports section not used  Recommend: Reduce the amount of competing information on the Home page  Obscure titles makes finding useful guides difficult  Recommend: Use descriptive titles for link labels – e.g. Travel Tips for Women rather than Her Own Way  Logos do not link to Home pages  Recommend: Link logos to their respective Home pages
  37. 37. Neo Insight usability evaluation - 37Copyright 2008 Neo Insight Inc. Section overview – Consular (4 of 4)  Summary of observations (continued)  Minor usability issues (continued)  Passport page is not task oriented  Recommend: Provide a short list of annotated links which take people directly to the content pertinent to their task  Long drop-down menus are difficult to use  Recommend: List countries in a fashion similar to that used for the Country Reports but arranged into 3 or 4 columns  Colour mapping of recommendations does not follow standard convention  Recommend: Use conventional colour mappings for Cautions and Warnings  Unstructured text difficult to scan for desired information  Recommend: Provide suitable sub-headings and provide easy-to-see links to additional detail  Drop-down menus not accessible via keyboard  Recommend: Use a submit button to make drop-down menus more accessible
  38. 38. Neo Insight usability evaluation - 38Copyright 2008 Neo Insight Inc. User comments – Consular  Information of most interest to participants  Documentation requirements, country information, travel planning and being able to check requirements with a local embassy  Would come to DFAIT website if concerned about travelling to countries which may be in conflict or which adjoin countries at war but wouldn’t think to go to the website if travelling to Europe  Travel agent currently uses phone book to get contact information for local embassies  Other information needs  Travel agent wanted to know more about transferring “odd items”, like those needed for handicapped travel – may be more of an airline issue
  39. 39. Neo Insight usability evaluation - 39Copyright 2008 Neo Insight Inc. Poor use of Home page real estate Minor: Map not being used. The map provides good access to countries in each section but it is not being used. Only two people clicked on the map. It takes up a lot of valuable screen real estate for the amount of value it provides. Recommend: Eliminate the map and provide easier access to the more commonly accessed countries. If the map is kept, allow people to zoom into a specific region to continue their selection of a given country using the map. Minor: Travel Report drop-down menu not used. This valuable short-cut was not seen or used by any of the participants. Recommend: Make this feature much more salient. The phrase Travel Report may not be communicating the best. Minor: No link to embassies abroad. Several people expected to find a link to Canada’s offices abroad on the left navigation bar. Recommend: Provide a link on the Home page to Offices Abroad, including their contact information.
  40. 40. Neo Insight usability evaluation - 40Copyright 2008 Neo Insight Inc. Too many competing links on Home page Major: Too many competing links on the home page. People often had difficulty deciding on where to look for information on the Home page because very similar links exist in several locations. Recommend: Minimize the number of links by creating clear areas of focus for different types of information. Comment: Why are travel reports and updates spread over a wide area of the Home page. Strength: Dual coding of Travel Warnings using both colour and an asterisk helps all users, including those with colour perception anomalies.
  41. 41. Neo Insight usability evaluation - 41Copyright 2008 Neo Insight Inc. Similar links vie for attention Major: Difficult to discriminate what look like redundant links. People found multiple links to what they perceived to be the same information. These multiple links clutter the home page and make it difficult for people to choose which link to follow. Recommend: Provide only one link on the home page to information about Drugs and Travel and one about Children and Travel.
  42. 42. Neo Insight usability evaluation - 42Copyright 2008 Neo Insight Inc. Essential Resources often not seen Minor: Popular Travel Reports not used. No one made use of the link to the Kenya travel report under Popular Travel Reports. Recommend: Reduce the amount of competing information on the Home page. Major: Essential resources lost on bottom right. People had difficulty finding links within Essential Resources. Many people dismiss right-hand content as being unimportant. Recommend: Remove redundancies and move Essential Resources to a more prominent location. Minor: Obscure titles do not help people find information. No one was clear what the link Her Own Way would lead to. Recommend: Use more descriptive link labels – e.g. Travel tips for women. Make people more aware of valuable guides.
  43. 43. Neo Insight usability evaluation - 43Copyright 2008 Neo Insight Inc. Search engine works well Strength: Search engine worked well, returning a manageable number of hits. Strength: Desired document was the first hit and other hits were relevant to issues with women travelling in general.
  44. 44. Neo Insight usability evaluation - 44Copyright 2008 Neo Insight Inc. Country listing for Travel Reports not visible Major: No Travel Report countries visible without scrolling. A couple of people thought this was just descriptive text and did not notice the country listings which were below the fold (not visible without scrolling). Two of them clicked on the Travel Reports and Warnings link in the left-hand navigation bar from this page, thinking they were in the wrong place. Recommend: Reduce the amount of text before the listing of country names. Also ensure that people are aware of what page they are on so they don’t click on a link to the same page. The link should not be active and it should be highlighted in some way to show it is the current page. Minor: Logos do not link to home page. People expect to be able to click the logos to get to Home pages. Recommend: Links logos to the respective Home pages.
  45. 45. Neo Insight usability evaluation - 45Copyright 2008 Neo Insight Inc. Passport page not task oriented Minor: Passport page is not task oriented. People did not see link buried at the bottom of this page for dealing with a lost passport. The text shown does not support common tasks of determining eligibility, acquiring a passport, renewing a passport, reporting a lost passport, etc. Recommend: Provide a short list of annotated links which take the user directly to the information relevant to their task – in this case, reporting a lost passport.
  46. 46. Neo Insight usability evaluation - 46Copyright 2008 Neo Insight Inc. Drop-down menu difficult to use Minor: Long drop-down menus are difficult to use. People were able to use the long drop-down menu of country names, but with difficulty. Recommend: Provide access to Government Offices Abroad using a listing more similar to that used for Country Reports (see below). One improvement would be to list the countries in 3 or 4 columns, rather than in rows with vertical separators.
  47. 47. Neo Insight usability evaluation - 47Copyright 2008 Neo Insight Inc. Table of Contents not seen or used Major: People not aware of breadth of information in Travel Report. Several people did not notice the Table of Contents. They started scrolling and, because it was so long, they left before they found the information they were looking for – e.g. Embassy contacts or Local Laws. Recommend: Put the Table of Contents in the middle with two columns. The left column should contain the most often sought after information. Combine Warnings and Recommendations with Safety and Security as people can’t discriminate them. Strength: Good to have a very clear, salient and visible warning. Minor: Colour of status message does not support the message. Blue was not associated with Caution. Recommend: Use conventional colours to emphasize the recommendations – like the red used in the lower example. In this case, make Caution an amber colour.
  48. 48. Neo Insight usability evaluation - 48Copyright 2008 Neo Insight Inc. Redundant content hides valuable resources Major: Redundant content can hide valuable resources. No one found this document on Dual Citizenship. It does an excellent job of explaining the Risks and Problems. Recommend: Make the descriptive text on the main page more concise and bulleted. Move the Dual Citizenship link from the bottom to the top of this section. Comment: People expected this page to contain a list of countries in which Dual Citizenship can be a problem and provide links to the relevant information.
  49. 49. Neo Insight usability evaluation - 49Copyright 2008 Neo Insight Inc. Text not structured for ease of scanning Comment: It would be good to list some of the key conditions of which people need to be aware. Critical: Information not where expected. Most of the people tested expected the information regarding dual citizenship issues to be under the heading of Entry/Exit Requirements. Recommend: Move this information to the Entry/Exit Requirements section. Minor: Text difficult to scan for desired information. People often had trouble finding the relevant information in this section because there is so much unstructured text. Recommend: Provide suitable sub-headings regarding things like Legal Rights, Drug and Alcohol Laws, Compulsory Military Service, etc. Instead of simply stating “You are subject to local laws”, it would be better to provide a listing of some of the major differences and a link to more detail.
  50. 50. Neo Insight usability evaluation - 50Copyright 2008 Neo Insight Inc. Drop-down menus not keyboard accessible Minor: Drop-down menus not keyboard accessible. People trying to one of these drop-down menus using just the keyboard can only access the first entry – Afghanistan. Recommend: This is not a major issue because there are alternate ways of getting to the same information. These drop-down menus could be made accessible by requiring the use of a Go or Submit button.
  51. 51. Neo Insight usability evaluation - 51Copyright 2008 Neo Insight Inc. Highlight videos – Consular  Highlight video descriptions  Difficulties with finding the link to Canadian offices abroad  First person (travel agent) goes to Passports and misses the link to Canadian offices abroad. She then tries While Abroad and Problems. She finds Passport Services Abroad and then clicks on Canadian offices abroad the second time around.  Second person goes to the Travel Report for Poland and clicks on Canadian offices abroad. He does not notice that the Travel Report has the information he’s seeking.  Third person reads right over the Canadian offices abroad link but is unsure where to go next. She looks at Loss of Belongings and Passports and then wanders aimlessly. After a prompt she finds the Canadian offices abroad link.  View video (Consular-PassportStolen.wmv – 5:56)
  52. 52. Neo Insight usability evaluation - 52Copyright 2008 Neo Insight Inc. Highlight videos – Consular  Highlight video descriptions  Problems interpreting and using Travel Reports  First person (travel agent) goes to Travel Reports and then clicks on Travel Reports again, not aware she is already there.  Second person goes to Travel Reports and doesn’t notice any country listings (they are just off-screen). When asked to return to the page, she sees the country listings but doesn’t think they will provide the information about potential dangers in travelling in a particular country. She starts searching a variety of other locations but is very unsure of where to look.  View video (Consular-TravelReports.wmv – 3:46)
  53. 53. Neo Insight usability evaluation - 53Copyright 2008 Neo Insight Inc. Highlight videos – Consular  Highlight video descriptions  Difficulties finding Contact Information  First person misses Contact Info link on the main page even though it is there.  Second person misses the Contact Info link on the main page of the Romanian Embassy and then can’t find it on any other page.  Third person has difficulty finding Contact Info for the Romanian Embassy. He doesn’t see the Contact Info in the Travel Report. Instead he clicks on Canadian offices abroad and then has to get back to Romania.  View video (Consular-ContactInfo.wmv – 3:18)
  54. 54. Neo Insight usability evaluation - 54Copyright 2008 Neo Insight Inc. Highlight videos – Consular  Highlight video descriptions  Difficulty find publication for women travelling alone  First person thinks publication should be renamed using more meaningful terms.  Second person starts scanning a variety of links. She goes to Before You Go but is surprised she can’t find anything. She tries FAQ and Quick Links, then starts to get frustrated.  The third person, even after a hint, cannot find Essential Resources or the Her Own Way publication.  View video (Consular-HerOwnWay.wmv – 5:22)
  55. 55. Neo Insight usability evaluation - 55Copyright 2008 Neo Insight Inc. Highlight videos – Consular  Highlight video descriptions  Difficulties trying to find any issues with citizens travelling to Greece  Person looks under Dual Nationality but encounters difficulties once she starts looking under Foreign Offices in Canada.  View video (Consular-GreekCitizens.wmv – 1:34)
  56. 56. Neo Insight usability evaluation - 56Copyright 2008 Neo Insight Inc. Usability evaluation results eDiscussion and START
  57. 57. Neo Insight usability evaluation - 57Copyright 2008 Neo Insight Inc. Section overview - eDiscussion (1 of 4)  Usability evaluation  1 Critical, 6 Major and 9 Minor issues  Summary of observations  Strengths  eDiscussions page has simple layout with clear headings for most sections  START offers good imagery and coverage of Canada’s activities abroad  Critical usability issue  No links to information about eligibility or how to participate in funding programs  Recommend: Provide readily accessible links to Eligibility and How to Apply information  Major usability issues  Title of current eDiscussion difficult to find  Recommend: Move current eDiscussion to the top of page and give it a sub-heading under Policy eDiscussions  Policy Paper details difficult to find – not expected under eDiscussions  Recommend: Consider changing the section name to Policy Discussions with sub- sections for Online Discussions, Position Papers, Videos, etc.
  58. 58. Neo Insight usability evaluation - 58Copyright 2008 Neo Insight Inc. Section overview - eDiscussion (2 of 4)  Summary of observations (continued)  Major usability issues (continued)  No links from summary of Policy Position Papers to actual papers  Recommend: Provide links to relevant resources, like a list of Policy Position Papers, how to submit a Policy Position Paper, etc  Annotation associated with Video Library is misleading  Recommend: Change link label to something more generic, like Video clips on a variety of international issues  eNewsletter subscription form is confusing  Recommend: Clarify and simplify form to make it clear which fields and buttons to use  Global Issues not an obvious link to find the START program  Recommend: Consider a label change to Foreign Policy Programs or Canada’s Involvement or something similar
  59. 59. Neo Insight usability evaluation - 59Copyright 2008 Neo Insight Inc. Section overview – eDiscussion (3 of 4)  Summary of observations (continued)  Minor usability issues  Relationship between eDiscussions and Policy Position Papers is unclear  Recommend: Clarify the relationship between Policy Position Papers and eDiscussions  Key words for some video titles are not in the primary scanning area  Recommend: Place key words at the beginning of the title – e.g. Children in War – Monitoring and Reporting on Violations  Difference between Foreign Policy and Canada in the World is unclear  Recommend: Consider changing sub-link labels to help differentiate the two – e.g. Activities by Country and Region  Contact information is non-specific to content areas  Recommend: Provide specific, context-sensitive contact information rather than general enquiry contact information  Active Home links on the Home page creates confusion  Recommend: Have only one Home link and make it inactive when the user is on the Home page
  60. 60. Neo Insight usability evaluation - 60Copyright 2008 Neo Insight Inc. Section overview – eDiscussion (4 of 4)  Summary of observations (continued)  Minor usability issues (continued)  Sub-sites change look and feel plus link to different Home pages  Recommend: Maintain a consistent look and feel through the website and sub- sites  eNewsletter link leads to an unexpected page regarding RSS and Travel  Recommend: Ensure eNewsletter subscription leads to simple subscription page and provide extra links to RSS or Travel information  Navigation breadcrumbs disappear on some pages  Recommend: Provide consistent breadcrumbs throughout the website  Multimedia link is associated with more than just Podcasts  Recommend: Change link label to Podcasts and provide cross-links to other multimedia content
  61. 61. Neo Insight usability evaluation - 61Copyright 2008 Neo Insight Inc. User comments – eDiscussion  eDiscussion landing page comments  Clear headings segment sections well  Good to have University-specific link  Would like to see more University and NGO content  Don’t like that visited links fade and are no longer obvious  START landing page comments  Not so interested in news as in links to content  News content makes sense  Didn’t notice that red blocks on right were links, thought they were titles  Would like information on how to get access to funding  Assumed there would be brochure describing the Peace and Security Funding Program
  62. 62. Neo Insight usability evaluation - 62Copyright 2008 Neo Insight Inc. Position Paper not expected with eDiscussion Major: Current eDiscussion not visible enough. A few people had difficulty finding, or did not find, this information about the Current eDiscussion. Recommend: Move this information to the top and give it a sub-heading under Policy eDiscussions. Put the subscribe links under the Participate header. Major: Policy paper not thought of as part of an eDiscussion. People had difficulty finding how to submit a Position Paper because they did not associate a physical paper with an eDiscussion. They thought of the latter was only online Recommend: Consider changing the section name to Policy Discussions with sub-sections for online discussions, position papers, videos, etc. Also highlight the phrase Policy Position Paper and make it a link, similar to the way Participation Guidelines are handled under Participate.
  63. 63. Neo Insight usability evaluation - 63Copyright 2008 Neo Insight Inc. Missing link from summary to specific papers Major: No links from summary of policy position papers. People were surprised to find no links from this summary page to the specific Policy Papers or to how to submit a Policy Paper. Recommend: Provide links to relevant resources – e.g. list of Policy Papers, how to submit a Policy Paper, etc. Minor: Relation between eDiscussions and Policy Position papers unclear. People did not understand how eDiscussions (thought to be an online discussion) related to Policy Position Papers. They did not think the two were related. Recommend: Clarify the relationship between Policy Position papers and eDiscussions.
  64. 64. Neo Insight usability evaluation - 64Copyright 2008 Neo Insight Inc. Video annotation misleading Major: Annotation confusing to some users. Half the people did not expect to find videos regarding Violations against Children in War in this section because they did not associate this type of content with foreign policy thinkers. Recommend: Change annotation to something more generic, like Video clips on a variety of international issues. Strength: Most people saw this link quite quickly.
  65. 65. Neo Insight usability evaluation - 65Copyright 2008 Neo Insight Inc. Key words not in primary scan area Minor: Key words not in scanning area. People often missed finding these videos on Children in War because the title is quite long and the key words are at the end of the sentence. People often scan only the first 3 or 4 words on the left. Recommend: Place key words at the beginning of the title – e.g. Children in War – Monitoring and Reporting on Violations. Strength: It is good to group a number of common interviews under a smaller set of themes. Comment: If this list continues to grow it might be worthwhile providing an index to the themes or providing a simple find feature, just for the videos.
  66. 66. Neo Insight usability evaluation - 66Copyright 2008 Neo Insight Inc. Contact information not specific Minor: Contact information is non-specific. People were expecting to find someone to contact regarding Canada in Sudan but instead got a generic list of contacts (see below). Recommend: Provide context-sensitive contact information to help people find the appropriate resources for a given topic. Minor: Change of website unexpected. People were confused by this different looking website which still seemed to be dealing with Foreign Affairs. Recommend: Maintain a consistent look and feel throughout the website and sub-sites. Minor: Home links to current page. People were confused when they clicked on Home and nothing happened. They did not expect this to be the Home page. Recommend: Have only one Home link and make it inactive when the user is on the Home page.
  67. 67. Neo Insight usability evaluation - 67Copyright 2008 Neo Insight Inc. Subscription form confusing Minor: Destination page does not match user expectation. People expected to see a form to sign up for an eNewsletter but encountered RSS feeds and Travel information instead. Recommend: Ensure the title and content of the destination page match the link label. Major: Unclear as to which form fields to use. Several people had difficulty interpreting this form. They often didn’t see the button at the bottom of the page. Two people thought the second email field was for Unsubscribing because of the text above it. Recommend: Clarify the form to make it more evident which fields and buttons to use. Minor: No breadcrumbs available. People expected consistent breadcrumbs. Recommend: Provide consistent breadcrumbs.
  68. 68. Neo Insight usability evaluation - 68Copyright 2008 Neo Insight Inc. Multimedia link implies more than podcasts Major: Global Issues not an obvious link to get to START program. Only two people found the START program under Global Issues without a hint. The others thought it might be under Canada in the World. They did not associate Global Issues with programs. Recommend: Consider providing a link to Foreign Policy Programs or changing the link label to something like Canada’s Involvement. Minor: Multimedia link associated with more than just Podcasts. Some people looked under the Multimedia link to find videos and were surprised there were none, nor links to video resources. Recommend: Change the link label to Podcasts if that is all it contains and provide cross-links to other multimedia.
  69. 69. Neo Insight usability evaluation - 69Copyright 2008 Neo Insight Inc. No links to participation information Strength: Details about the program and how to apply are readily available. Critical: No links to how to participate in program. People could not find any information on program eligibility or how to apply for funding for the GPSP or GPOP programs. There is a lot of description but no links for people to take action. Recommend: Provide readily accessible links to help people determine their eligibility for the program and how to apply for funding.
  70. 70. Neo Insight usability evaluation - 70Copyright 2008 Neo Insight Inc. Distinction between major sections unclear Minor: Difference between sections unclear. A few people were confused as to the difference between the section on Foreign Policy and that of Canada in the World. Recommend: The distinction may be made clearer by changing some of the sub-link labels – e.g. Activities by Country and Region.
  71. 71. Neo Insight usability evaluation - 71Copyright 2008 Neo Insight Inc. Highlight videos – eDiscussions and START  Highlight video descriptions  Can’t find current eDiscussion  Person scans the page but still cannot find the current topic of discussion.  View video (Policy-CurrentDiscussion.wmv – 1:15)  Difficulty using the subscription page for the email alerts  Several people have difficulty interpreting the page for email alerts. They are unsure which fields they need to fill in.  View video (Policy-eNewsSubscription.wmv – 1:15)  Policy Position Papers not expected with eDiscussions  People comment on not expecting Policy Position Papers being associated with eDiscussions. They think the later is strictly online and does not apply to submission of a paper.  View video (Policy-PositionPaper.wmv – 2:12)
  72. 72. Neo Insight usability evaluation - 72Copyright 2008 Neo Insight Inc. Highlight videos – eDiscussions and START  Highlight video descriptions  Video annotation is misleading  Several people have difficulty finding videos of Children in War because the annotation misleads them. It talks about interviews from foreign policy thinkers which they do not associate with Children in War.  View video (Policy-VideoAnnotation.wmv – 2:36)  Media Room confused with multimedia content  Person goes to Media Room looking for multimedia content. She was expecting audio/visual content.  View video (Policy-VideoLocation.wmv – 1:20)
  73. 73. Neo Insight usability evaluation - 73Copyright 2008 Neo Insight Inc. Highlight videos – eDiscussions and START  Highlight video descriptions  Difficult to find START program  People are not expecting the START program to be under a link called Global Issues. They associate Global Issues more with news and current affairs.  View video (Policy-FindingSTART.wmv – 1:18)  New windows and different look unexpected  Person is not expecting a new window to open with something that looks like a whole new web-site. She is trying to find out about Canada’s involvement in Sudan.  View video (Policy-SudanSubsite.wmv – 0:26)  Multiple Home pages can be confusing  Person is confused by the Home link taking her to the same page she is already on. She expects it to take her to the DFAIT home.  View video (Policy-HomeConfusion – 3:08)
  74. 74. Neo Insight usability evaluation - 74Copyright 2008 Neo Insight Inc. Usability evaluation results Trade negotiations
  75. 75. Neo Insight usability evaluation - 75Copyright 2008 Neo Insight Inc. Section overview – Trade (1 of 4)  Usability evaluation  3 Critical, 5 Major and 9 Minor issues  Summary of observations  Strengths  Provides access to a wide range of information affecting international trade  Regularly updated with ability to get notified of updates  Critical usability issues  Business travel regulations not expected under Trade Negotiations link  Recommend: Provide a cross-link to business travel information from the Services for Travellers pages  Business travel information inconsistent in different parts of website  Recommend: Ensure consistency of information found in different parts of website and put information where people expect to find it  Trade barriers not associated with the Market Access Report  Recommend: Consider changing name to Trade and Investment Barriers
  76. 76. Neo Insight usability evaluation - 76Copyright 2008 Neo Insight Inc. Section overview – Trade (2 of 4) Summary of observations (continued)  Major usability issues  Link labels like ExportSource and InfoExport do not communicate well  Recommend: Create more meaningful link labels which communicate the destination content better  Valuable right hand content and links are often overlooked (x2)  Recommend: Explore ways to integrate the right side content with the central content  Links often difficult to scan and not in user language  Recommend: Arrange key links in a bulleted list in the central scan area of the page  Search was not working during the test sessions  Recommend: Fix search engine and provide more helpful error messages which clearly state the reason for a problem and how to correct the situation
  77. 77. Neo Insight usability evaluation - 77Copyright 2008 Neo Insight Inc. Section overview – Trade (3 of 4)  Summary of observations (continued)  Minor usability issues  Difficult to read and discriminate multi-line link labels in left navigation  Recommend: Increase spacing between link labels or use a fine rule line  Confusion about Export and Import Controls link on left and right  Recommend: Make the relationship clear between links which are repeated on a page  Several pages have active links back to the page the user is on  Recommend: Do not provide an active link to the current page  Logo does not link to Home page as expected  Recommend: Link the logo to the Home page  Descriptive text often does not provide links to content being described  Recommend: Provide active links at the point the user is reading about the content or resource provided
  78. 78. Neo Insight usability evaluation - 78Copyright 2008 Neo Insight Inc. Section overview – Trade (4 of 4)  Summary of observations (continued)  Minor usability issues (continued)  Key words are buried in prose and neither highlighted nor linked  Recommend: Highlight key words and structure text for ease of scanning  Fields required for Trade Barriers search are unclear  Recommend: Clarify instructions so people start with the minimum input required  Some pages are quite verbose with little structure to support quick scans  Recommend: Make text more concise and use sub-titles and bulleted lists to structure the text for easier scanning  Table of Content links in the right column are often not seen  Recommend: Move the On this Page links into a more central area
  79. 79. Neo Insight usability evaluation - 79Copyright 2008 Neo Insight Inc. User comments – Trade  Comments on Trade Negotiation and Agreements landing page  Perception that home page is cluttered and contains of a lot of text  “Le site est lourd”, “La page est chargée”  Would like to see a search box  Navigation breadcrumbs are good to have  Would like to see Archives to see how trade and negotiations have changed over time with different countries  Right hand topics are useful but graphics take away from importance  News in central area is good to see how things are changing  Titles are often not related to what you find  Surprised to see Guide for Canadian Municipalities under International Trade Agreements  “Links on left is what I choose from, not sure of what is on the right”  Assumes content in centre changes rapidly, content on right less so  Thinks elements on the right are “flavour of the month” things  Trade Matters is a very vague phrase
  80. 80. Neo Insight usability evaluation - 80Copyright 2008 Neo Insight Inc. Link labels ambiguous Major: Right hand content often overlooked. Several people did not see the content on the right hand side. They did not see Dispute Settlement even when asked to scan the page for anything related to Dispute Settlement. They commented that they typically avoid the right hand column as it is usually advertising or peripheral information. Recommend: Explore ways to integrate the right side with the central content more. Reduce the use of images on the right as they often lead to the impression that this is just advertising for other sites. Minor: Difficult to read link labels. It was unclear to users where a link label started and ended without rolling the mouse over the link. Recommend: Increase the spacing between link labels a bit or use a fine rule line between them. Major: Link labels are ambiguous. These link labels often caused confusion. People were unsure what they would find under ExportSource or InfoExport. They also thought that Export and Import Controls covered more than just Canada. Recommend: Create more meaningful link labels which give people an accurate expectation of the underlying content.
  81. 81. Neo Insight usability evaluation - 81Copyright 2008 Neo Insight Inc. Multiple links with same name confusing Minor: Confusion about difference between Export and Import Controls on left and right. Several people queried why there was something about Export and Import Controls on both the left and right. They were unsure if they were the same. Recommend: If the intent is to elaborate on the content behind a link label, then create a direct mapping to the left navigation bar and explain each of the links in order. This way people will see the relationship.
  82. 82. Neo Insight usability evaluation - 82Copyright 2008 Neo Insight Inc. Business travel info not expected under Trade Critical: Unexpected to look under Trade Negotiations and Agreements for business travel information. Not one person thought to look under Trade Negotiations and Agreements for information about business travel to Mexico. Even after a hint, people felt they were in the wrong area when they got to NAFTA. All people initially wanted to look under Services for Travellers (see next page). Recommend: Provide a link to this information from the Services for Travellers content pages.
  83. 83. Neo Insight usability evaluation - 83Copyright 2008 Neo Insight Inc. Travel information inconsistent Critical: Information is inconsistent with respect to business travel. Information from the NAFTA section (top left) provides a listing of documentation required for a business traveller. However, it appears to differ from that provided on the voyage.gc.ca site (bottom right). The latter seems to imply the need for business, work and visitor visas plus a tourist card. Recommend: Clarify exactly what is required for business travel in both places and ensure the information is consistent. Provide a clear separation of business and pleasure travel requirements. People expect to find this information in the Entry/Exit Requirements section of the Mexico Travel Report.
  84. 84. Neo Insight usability evaluation - 84Copyright 2008 Neo Insight Inc. Right hand links difficult to scan Major: Links on right difficult to scan and not in user language. Some people had difficulty finding the link to Cross Border Movement of Business Persons. This is not the first area they scan (they scan the centre first) and they had to interpret that this link was relevant to business travel regulations. Recommend: Replace the centre description of the topics with the links on the right. Each link can then be put on a single line, making them easier to scan. Remove all right side links. Reword Cross Border Movement of Business Persons to something like Business Travel Regulations. Minor: Active link to current page. People get confused when they click on an active link and nothing seems to happen. Recommend: Remove this as an active link when the user is already on this page.
  85. 85. Neo Insight usability evaluation - 85Copyright 2008 Neo Insight Inc. Search not working Major: Search not working. Several people wanted to use search but it always returned an error condition during testing. The error message provided no help to the user as to what had gone wrong or how to correct the situation. Recommend: Fix search engine. If an error does occur, ensure the person understands what kind of error has occurred and what they can do about it, if anything. Minor: Logo does not link to home page. People would often click the logo and expect it to link to the DFAIT home page, but it does not. Recommend: Link the logo to the Home page.
  86. 86. Neo Insight usability evaluation - 86Copyright 2008 Neo Insight Inc. Trade barriers & Market Access not associated Critical: Trade barriers not associated with the link International Market Access Report. Four out of five people could not find information on trade barriers without a hint. Recommend: Consider changing the name to Trade and Investment Barriers. Most of the text references this and it is closer to the language of the user. Major: Right menu items only seen as last resort. People typically scanned the central content before noticing the links on the right. Recommend: Integrate access to the database and reports into the central content.
  87. 87. Neo Insight usability evaluation - 87Copyright 2008 Neo Insight Inc. Descriptions with no links to action Minor: Description of trade barrier database but no link. People usually scanned the central content and found the tool they were looking for but could not access it. There were no active links in the central area. They had to look elsewhere. Recommend: Provide a clear sub-title for the database and make the title an active link to the database. Minor: Key words are not highlighted or linked. People are scanning for trade or investment barriers, not a database. Recommend: Highlight the key words and the action – e.g. Search Trade & Investment Barriers. Also make this the link to the database so people don’t have to look elsewhere to find the link. The same recommendation applies to the modifications which were made after testing (see below). Comment: More… is ambiguous. Make the title the link and eliminate the need for this more… link.
  88. 88. Neo Insight usability evaluation - 88Copyright 2008 Neo Insight Inc. Required form fields unclear Minor: Required fields unclear. Half the people tested tried to fill in a Sector and Product Code when they were not needed. Recommend: Clarify the instructions so people start with the minimum information first. This is to prevent them from overly constraining the search and not finding anything because of a mis-categorization of the Sector or Product Code.
  89. 89. Neo Insight usability evaluation - 89Copyright 2008 Neo Insight Inc. Verbose text makes it difficult to scan Minor: Right side links not used. People did not see the links on the right which would have got them directly to the contact information. Instead they had to scroll 5 or 6 pages to find the information. Two people gave up before they reached that point. Recommend: Move the On this page links into a more central location. Minor: Page is quite verbose with little structure to help scanning. People want to be able to quickly scan the page and pick up the key information but they found this page to be too long and dense. Recommend: Tighten up the text and make more use of sub-titles and bulleted lists to organize the key points.
  90. 90. Neo Insight usability evaluation - 90Copyright 2008 Neo Insight Inc. Opportunity to elaborate on link labels Comment: There is an opportunity to use this page real estate to annotate the links which are also found on the left. This would help to disambiguate the content associated with each link. There is also an opportunity to provide sub- links. These would help to define the parent link content and provide direct access to some of key information in each area. This is especially important for some of the more generic links, like Goods, Services and Further Opportunities.
  91. 91. Neo Insight usability evaluation - 91Copyright 2008 Neo Insight Inc. Highlight videos – Trade negotiations  Highlight video descriptions  Difficulty finding business travel document requirements  Several people do not expect to find information about business travel requirements under Trade Negotiations and Agreements. One person thinks he’s in the wrong place when he gets into the NAFTA content on the site. Another person has difficulty navigating the information on the destination page for Cross Border Movement of Business Persons.  View video (Trade-BusinessTravelRegs.wmv – 6:53)  Difficulties finding Trade Barrier information  People scan the central content but cannot find links to the content they want. They comment on Market Access Report not being an obvious choice for getting at Trade Barriers. They suggest using the term Trade Barriers instead of Market Access. The last person expresses frustration at not being able to find anything to do with Trade Barriers.  View video (Trade-Barriers.wmv – 3:08)
  92. 92. Neo Insight usability evaluation - 92Copyright 2008 Neo Insight Inc. Highlight videos – Trade negotiations  Highlight video descriptions  Export/Import label confusions  People comment on not knowing the differences between ExportSource, InfoExport, and Export and Import Controls. People also question the difference between Export and Import Controls links on the left versus the right.  View video (Trade-ExportImportConfusion.wmv – 1:51)  Right hand content often missed  People have difficulty finding link to information on Dispute Settlement even though it is in the right column. One person contends a dispute should not be under a section about agreements.  View video (Trade-RightSideNotSeen.wmv – 3:08)  Circular links back to the current page  Person explains his confusion about clicking on a link which seems to do nothing. He finally realizes he has gone back to the same page but can’t figure out why the link would be active.  View video (Trade-LinkLooping.wmv – 1:33)
  93. 93. Neo Insight usability evaluation - 93Copyright 2008 Neo Insight Inc. Usability evaluation results International youth program
  94. 94. Neo Insight usability evaluation - 94Copyright 2008 Neo Insight Inc. Section overview – IYP (1 of 4)  Usability evaluation  2 Critical, 4 Major and 9 Minor issues  Summary of observations  Strengths  Simple collection of programs and participating countries  List of opportunities around the world which appeal to youth  Critical usability issues  International Youth Program was not expected under Foreign Policy  Recommend: Provide cross-links from Travel and Business sections and possibly change the name to Work or Study Abroad  No links from the Program descriptions to details or participating countries  Recommend: Link titles of program descriptions to specific details regarding the program and which countries participate
  95. 95. Neo Insight usability evaluation - 95Copyright 2008 Neo Insight Inc. Section overview – IYP (2 of 4) Summary of observations (continued)  Major usability issues  Link related to specific content goes to a generic Home page instead  Recommend: Provide a link directly to the listing of International Jobs on University website  Textual descriptions of actions to take but no links to help user take action  Recommend: Provide “deep links” to the detailed information or appropriate resources at the point when the information is first presented  Key information missing from French version of How Our Programs Work page  Recommend: Ensure the same information is presented in both official languages  Right side navigation is being missed by some people  Recommend: Visually integrate right hand links with central content to make the relationship to the current content clear
  96. 96. Neo Insight usability evaluation - 96Copyright 2008 Neo Insight Inc. Section overview – IYP (3 of 4)  Summary of observations (continued)  Minor usability issues  Country drop-down menu not seen or used  Recommend: Position the menu below the IYP header and change the prompt to read Select Country  No direct links provided to the described content (x3)  Recommend: Provide direct links from the descriptive text to the associated content and/or actions  Active link to current page makes it look like link does nothing  Recommend: Do not have an active link to the current page and provide an indication of which link corresponds to the active page  Link labelled Other Links is not very meaningful  Recommend: Place related links at relevant points throughout the sub-site rather than grouped under a generic title – e.g. link to Passport Office when talking about the requirement for a Passport
  97. 97. Neo Insight usability evaluation - 97Copyright 2008 Neo Insight Inc. Section overview – IYP (4 of 4)  Summary of observations (continued)  Minor usability issues (continued)  Difficult to compare program descriptions – not consistently formatted  Recommend: Provide a matrix so people can compare programs across a number of common dimensions  Common synonyms for countries are not provided in country list  Recommend: Provide common synonyms for country names in list  FAQ list is long and unstructured  Recommend: Group related questions together and label the grouping
  98. 98. Neo Insight usability evaluation - 98Copyright 2008 Neo Insight Inc. User comments – IYP  Appropriateness for youth  Image gives good idea of lifestyle  A couple of people felt more imagery of youth having fun in typical situations abroad would be more engaging  Current picture shows older people and looks too serious  Not sure what Choose in drop-down menu means  Prefer websites which are not too flashy – buttons are easy to read  Would like menu across top with drop-down menus  Not sure why print ads are on the website  Would like information in a more straightforward manner – have to rely too much on ride side menu bar  Would like search box on each page
  99. 99. Neo Insight usability evaluation - 99Copyright 2008 Neo Insight Inc. International Youth Program difficult to find Critical: Location for International Youth Program unclear. 80% of people could not find where to look for information about working holidays. No one expected it to be under Foreign Policy. They tended to want to look under Services for Travellers. Recommend: No one expected to find this kind of information on the DFAIT website. We have no clear recommendation on how to address this issue other than through media promotion and changing the link name to Work or Study Abroad. Cross links could also be provided from the voyage.gc.ca and Services for Business sections.
  100. 100. Neo Insight usability evaluation - 100Copyright 2008 Neo Insight Inc. Right side navigation often missed Major: Right side navigation is missed by some people. About half the people ignored the right hand navigation and focused on the left hand navigation and centre. This led some of them to leave the IYP pages and go to sections like Employment and Training, which is further down on the left. Recommend: Links on right need to be more visually integrated with central content. It must also be clear that these links are the local navigation for the current topic area.
  101. 101. Neo Insight usability evaluation - 101Copyright 2008 Neo Insight Inc. No direct links to described content Minor : Drop-down menu not seen or used. Not one person noticed or used the drop-down menu shortcut to countries. Even if someone noticed it, the word Choose did not communicate it’s use. Recommend: Position the drop-down menu below the header for the International Youth Program on the right or move it to the centre. Change the prompt from Choose to Select Country. Minor : No direct links provided to described content. People read the centre area but could not directly link to the information of interest. They had to look elsewhere to find the associated links. Recommend: Provide direct links from the descriptive text shown here to the associated content. Strength: The image worked well at conveying the kind of experiences provided by the programs.
  102. 102. Neo Insight usability evaluation - 102Copyright 2008 Neo Insight Inc. Active link to current page Minor : Active link to current page. People did not think this was the Home page for the International Youth program. They clicked on this link even though they were already on the page. Recommend: Do not create multiple Home pages. If this is a main page, then name it accordingly in the page heading in the centre. Ensure the link label uses the same wording. Ensure there are no active links to the current page. Provide an indicator in the navigation bar to show which link is currently active. Minor : Other Links not very meaningful. People had no expectations about what they would find under Other Links. Recommend: Place related links at the appropriate point within the pages of this sub-site. For example, link to Passport office when talking about the requirement to have a passport.
  103. 103. Neo Insight usability evaluation - 103Copyright 2008 Neo Insight Inc. Link to generic home page rather than specific Major: Link goes to generic home page instead of specific content. People had difficulty following up on the link to Engineering positions abroad because the link goes to the generic UBC Engineering Home page, not the ICE relevant content. Recommend: Provide a direct link to the listing of International Jobs rather than making people figure out how to navigate a new website.
  104. 104. Neo Insight usability evaluation - 104Copyright 2008 Neo Insight Inc. No links from program titles to details Minor : Difficult to compare working holiday programs. People had difficulty determining the essential differences between the Working Holiday Programs versus the SWAP Working Holiday program. They were not together, nor were the descriptions consistent in terms of describing the what, who and why of the programs. Recommend: Consider providing a matrix so people can see how the various programs compare on a number of different dimensions. Critical: No links to programs. People expected to be able to link to the program to find more details about eligibility, how to apply, etc. Recommend: Make the titles links to the details related to each of the programs.
  105. 105. Neo Insight usability evaluation - 105Copyright 2008 Neo Insight Inc. Description of process but no action links Major : Text description of what to do but no links to take action. People could read about how the programs work but there were no embedded links to help them take the actions described, such as finding a job in the country, applying for a visa or contacting the country’s embassy. Recommend: Help people not only understand what process is involved but help them take action by providing “deep links” directly to the appropriate resources, forms, etc. Comment: Most of the people coming to this page will not care about any of this first paragraph. They will want to find out what programs are available, if they are eligible, and how to proceed.
  106. 106. Neo Insight usability evaluation - 106Copyright 2008 Neo Insight Inc. Key information missing from French page Major: Key information missing from French version of page. French participant was not able to complete the task regarding eligibility requirements because the French version of the page was missing some critical information presented on the English version. Recommend: Ensure the same information is conveyed in both languages.
  107. 107. Neo Insight usability evaluation - 107Copyright 2008 Neo Insight Inc. No active links from program/country listing Minor : People looking for other common names for country. A couple of people missed Netherlands because they were scanning for Holland. Recommend: Provide common alternate names for countries, when they exist – e.g. Netherlands (Holland). Minor : No active links in listing of programs and participating countries. When people found the combination they wanted in the description – e.g. working holiday in Netherlands – they could not directly link to that country’s program. Recommend: Make the country names at the top link directly to the information about the specific program and country combination. List the countries in 2 or 3 easy-to-scan columns under each type of program.
  108. 108. Neo Insight usability evaluation - 108Copyright 2008 Neo Insight Inc. FAQ list long and unstructured Minor : List is long and unstructured. People found it inefficient to scan the FAQ. Recommend: Group related questions together, provide sub-headings for these groups, eliminate the Q: in front of each one and make it a bulleted list. For example, group all the questions into categories of participation, applying, costs, programs, etc.
  109. 109. Neo Insight usability evaluation - 109Copyright 2008 Neo Insight Inc. List of programs not linked to details Minor : Listing of programs not linked to details. This was not tested but has the same problem as in other areas – a list of programs which are not linked to the descriptions. People should not have to look elsewhere for the links. Recommend: Link these list items to their respective program descriptions.
  110. 110. Neo Insight usability evaluation - 110Copyright 2008 Neo Insight Inc. Opportunity for cross-links Comment: Opportunity to put cross-links in to the International Youth Program from here, since it applies to this country.
  111. 111. Neo Insight usability evaluation - 111Copyright 2008 Neo Insight Inc. Highlight videos – Int’l Youth Program  Highlight video descriptions  Difficulty finding the path to the International Youth Program  Several people have difficulty finding their way to the International Youth Program from the DFAIT home page. They don’t associate a working holiday with a link labelled as Education and Youth. The tendency is to look under Travel or Business services.  View video (IYP-LocNotObvious.wmv – 3:29)  Expectation that program titles would link to more information  Person expects program descriptions to link to more details. She is not aware of the links on the right hand side.  View video (IYP-ProgramsNotLinked.wmv – 0:55)
  112. 112. Neo Insight usability evaluation - 112Copyright 2008 Neo Insight Inc. Highlight videos – Int’l Youth Program  Highlight video descriptions  Difficulty finding eligibility information  Person expects to find eligibility information under the FAQ link. She has no clue where to find it elsewhere. She tries to venture off-site.  View video (IYP-EligibilityCan'tFind.wmv – 1:13)  Active link to current page  Person clicks on link to International Youth Program – Home even though she is already on that page.  View video (IYP-ClickHomeFromHome.wmv – 0:16)
  113. 113. Neo Insight usability evaluation - 113Copyright 2008 Neo Insight Inc. Usability evaluation results Russian mission site
  114. 114. Neo Insight usability evaluation - 114Copyright 2008 Neo Insight Inc. Section overview – Russia (1 of 2)  Usability evaluation  4 Critical, 0 Major and 4 Minor issues  Summary of observations  Strengths  Good info on working/studying/visiting/moving to Canada  Expands awareness of Canada’s culture  Helps Russian immigrants understand English terminology  Critical usability issues  The link to the Trade area of the site is missing from the main menu  Recommend: If access to the Trade area is important, put a link to it on the Russian- language page as is available on the English version  Not all English menu items are on the Russian-language version of the menu  Recommend: Match the menu items exactly in the Russian-language version; if no translation is available, divert users to the English page  Links on the right hand side are not evident to users  Recommend: Move links to key tasks into the centre area, or visually tie links on the right to the centre content; underlining links may help increase the visibility of clickable words
  115. 115. Neo Insight usability evaluation - 115Copyright 2008 Neo Insight Inc. Section overview – Russia (2 of 2)  Summary of observations (continued)  Critical usability issues (continued)  Key links to the Trade area of the site are not visible because they are on the right hand side  Recommend: Put links to the Trade Commissioner service in centre content OR visually tie the links to centre content so users can notice them  Minor usability issues  Trying to get to the Russia site from a search engine can be difficult  Recommend: Offer links to search Mission pages from the DFAIT main search page. Determine users’ key search phrases and use them on Mission pages so Google-users can reach the correct page directly  Links on right hand items do not appear clickable  Recommend: Make links to key content underlined  There is no indication of where the user is in the site  Recommend: Provide a visual distinction for menu items at left when the user is on the page to which the link corresponds; extend breadcrumbs throughout the site  Link labels do not match the heading on the page to which they lead  Recommend: Make sure link wording matches the headings on the destination page
  116. 116. Neo Insight usability evaluation - 116Copyright 2008 Neo Insight Inc. Closing question: Translation? – Russia  At the end we asked users – “does the translation make sense?” These are their responses:  Match the English menus  Russian menu items are not complete (match English menus)  Russian is missing links About Canada, Doing Business With Canada, Armenia and Uzbekistan  Match the English content  Put the English information in Russian – people need to clarify  Provide more in the Russian section of the website  If people don’t know English it is handy  Check the wording  The Russian words are borrowed from English  Some of the endings of words seemed odd  Some spelling mistakes
  117. 117. Neo Insight usability evaluation - 117Copyright 2008 Neo Insight Inc. Strengths of the pages we tested Comment: This was the Russian-language version we tested. Strength: People could easily find their way back to the home page. Breadcrumbs helped. Strength: Main links are often in the centre content. Participants primarily scanned the centre area.Strength: People appreciate having the same words in English and Russian, in the same order, as they flip back and forth between languages. Strength: The left-hand menu is used consistently in Russian anyway. People quickly got used to it. Strength: The picture helped one user remember the cultural link.
  118. 118. Neo Insight usability evaluation - 118Copyright 2008 Neo Insight Inc. Finding the Trade area in Russian Critical: The link to the Trade area of the site is missing from the main menu. Several users noted that they expect the main menu to be the same in Russian as it is in English. The Doing Business With Canada menu item is not on the Russian-language menu. Recommend: If access to the Trade area is important, put a link to it on the Russian-language page as done on the English version. Comment: Perhaps if enough users suggest the CLF-translation of Contact Us then Google Translate will more accurately reflect this translation. Comment: The Contact Us page did not provide Trade- related contacts. For this task, only one user tried to click on the CLF button.
  119. 119. Neo Insight usability evaluation - 119Copyright 2008 Neo Insight Inc. Armenia needs to be on the Russian page Critical: Not all English menu items are on the Russian-language version of the menu – in this case, the menu items for Armenia and Uzbekistan. All participants said it should be. As one said “there are Russian-speaking people in Armenia”. Though one said Uzbeks may be less likely to speak English than Russian. One user said pages should be “synchronized with English pages”. Recommend: Match the menu items exactly in the Russian-language version. If no translation is available, divert users to the English page.
  120. 120. Neo Insight usability evaluation - 120Copyright 2008 Neo Insight Inc. Finding the Trade area on the right side Critical: Key links to Trade services are not visible because they are on the right hand side. Two people explained that they “do not pay attention” to items on the right. Another “was looking on other parts of the page”. Another said they “always look on the centre” because the right hand side “looks a little like advertisements”. One said it might help if the colour of the heading bar was red like other heading bars. Recommend: Put links to the Trade Commissioner service in centre content. Or, visually tie the links to centre content so users can notice them. Comment: Note what the page text looks like when the user enlarges the text of the page using their browser. Links span more than one line, adding to the time it took to scan these links. Note the CLF bar also spans more than one line.
  121. 121. Neo Insight usability evaluation - 121Copyright 2008 Neo Insight Inc. Right-hand links are not evident Critical: Links on the right hand side are not evident to users, in this case links to an Information Session. All participants said they do not look on the right, but scan the middle of the page; “the left is for main links, the middle for main links for this page, and the right I don’t pay attention to”. Another was “dissatisfied” on this task, but would have been “very satisfied” if the menu item had been on the Russian pages. Even the angle-bracket which normally draws the eye, did not help in this case. Recommend: Move links to key tasks into the centre area, or visually tie links on the right to the centre content. Underlining links may help increase the visibility of clickable words. Minor: Links on right hand items do not appear clickable. Two participants were not sure what text in the Trade box was clickable. Recommend: Make links to key content underlined so users can scan for them and compare them easily with other key links.
  122. 122. Neo Insight usability evaluation - 122Copyright 2008 Neo Insight Inc. An unfruitful search experience Comment: This user expected to see a link to a consulate at this point. She reached this voyage.gc.ca page after clicking the Consular site on the search engine. Strength: DFAIT ranks high on a Google search for visa information. Minor: Trying to get to the Russia site from a search engine can be difficult – in this case when searching for Armenia visa information. This Google search about Armenia points to a Youth page on the main DFAIT site. After two fruitless on-site searches, this user clicked the “Consular site”. Reaching voyage.gc.ca, the user could not find the Russia site. Recommend: Offer links to search Mission pages from the DFAIT main search page. Determine users’ key search phrases and use them on Mission pages so Google- users can reach the correct page directly. But, it leads to a 404 error.
  123. 123. Neo Insight usability evaluation - 123Copyright 2008 Neo Insight Inc. Users need to know where they are Minor: There is no indication of where the user is in the site. Breadcrumbs helped in some circumstances. When asked “do you know where you are in the site”, users did not always know. In some cases, users would browse deep in the content, which they appreciated, but moving to related pages in that area was difficult. Recommend: Provide a visual distinction for menu items at left when the user is on the page to which they link. Extend breadcrumbs throughout the site.
  124. 124. Neo Insight usability evaluation - 124Copyright 2008 Neo Insight Inc. Link doesn’t match target heading Strength: The link matches the heading in English. Comment: It is fixed! The page content was updated after the test – so the link now matches in Russian. Minor: Links are not the same as the heading to which they lead. In this case, a user took a while to figure out that the link and destination page were related. Recommend: Make sure link wording matches the headings on the page to which they lead the user.
  125. 125. Neo Insight usability evaluation - 125Copyright 2008 Neo Insight Inc. Home page link to business cooperation Comment: This page caused a little confusion. Clicking this home page link leads to a page about a trip to Russia instead of business development in Russia. Users recovered easily, following the instruction to try the English site instead. Comment: It may be linked to Hotels and trip to Russia because on the English page the link is for Canadians Abroad. Note: This is a translation of the Russian.
  126. 126. Neo Insight usability evaluation - 126Copyright 2008 Neo Insight Inc. Highlight videos – Russian mission site  Highlight video descriptions  Difficulty getting to the Trade area of the site  First user scans the embassy and consulate but says “there is nothing about business or trade”. On the bilateral relations page, she expects a link to the trade section – but there is none. To show how much effort this adds to browsing, she says “I would probably – without your help – click on every link to find the Trade portion”.  Second user does not see the Trade links because he “was looking on a different part of the page” and says the link “should be in the middle” of the page. He says it would be “better if it was more clearly visible … in the centre… or a better colour” or one of the links in the centre.  View video (Russia-HardToFindTrade.wmv – 3:08)
  127. 127. Neo Insight usability evaluation - 127Copyright 2008 Neo Insight Inc. Highlight videos – Russian mission site  Highlight video descriptions (continued)  Not all English menu items are on the Russian-language version  First user explains that “only half the links were present” making it difficult to find the Trade section of the site, and comments “I’m always disappointed when I find some information in one language that is missing in the other one”.  Second user is very dissatisfied because it is hard to find information related to Armenia; “If Armenia were listed on the left, like in English, it would be easier, I would get there”.  Third user can not find information for people from Armenia, because “in Russian version there is no such link”, but he expects there should be.  View video (Russia-MenuMismatch.wmv – 2:08)

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