1.
Data-driven approach

2.
Main Requirements

3.
Aid Employee Productivity

4.
Reduce time spent looking for online resources

5.
Increase employee satisfaction

6.
What should be included ?

7.
Collecting user feedback

8.
Online survey

9.
Face-to-face interviews

10.
Survey objectives were to find…
A. What information users most want to see
B. How often is the intranet home page used
C. What proposed new features would be welcomed.
D. How useful/frustrating the current home page is believed to be
E. What the most useful features of the current intranet home page are
F. What the least useful features of the current intranet home page are
G. What the baseline is for post-redesign satisfaction surveys
H. Who would be willing to volunteer for in-person interviews

11.
Sample Questions
How interested would you be in a personalization feature
that would allow you to choose and see links to your
favorite/most frequently accessed BNL webpages right on
the home page?
Indicate your agreement with the statement
“the intranet home page is useful to me.”
Is the Lab home page set as your default “home”?

12.
User Interviews

13.
Interview script
What do you think a home page is for, what’s its purpose?
How do you find what you need for your job online?
How do you find out what’s happening at the Lab?
How easy is it for you find what you’re looking for online?
If you were looking for ___ , would you look online first or ask a
coworker? Why?
What was the last Lab related thing you couldn’t find online?
Anything in the last week?

14.
Interview script
Have you ever used another institution’s internal home page?
What did you like about it?
Should our home page be more like that one?
When do you consult the internal home page?
What are you usually hoping to do there?
Did you look at the home page today? Why or why not?
Do you think the homepage is designed for people who do the kind of
work that you do?
If a new design eliminated everything on the current home page,
would you miss anything?

15.
Interview script
Is there anything you’d like to keep?
If you could only keep just one thing, what would it be?
If you could change any one thing about the page, what would it be?
Think of a time you were really frustrated with our internal website.
Tell me about that.
What do you wish were on the homepage but isn’t?
Would you be willing to login to the intranet home page if you could
see information on it that was specifically for you?

16.
Figuring out who to interview

17.
Conducting interviews

18.
Binning interview results
O Opinion, Impression
B Bad / barrier / complaint
Be Behavior (what they do)
X Useless to me
W Wish / Suggestion
U Unknown, I didn’t know...
M Motivation (why they do something)
L I like it
P Preference
C Types of content
F Feelings

19.
Some verbatim
I don't like the search interface; I accidentally search
the phone book when I actually want to search the
website. It's too easy to screw that up. Make them
separate.
The page is a bit busy. I’m visual. The information there
is not a problem, it’s how it looks.
I have no idea what the 'Safety Resources' are in the
top corner.

20.
Some verbatim
I don't think the homepage is designed for people that
do the kind of work I do. because if it was, I'd have the
things I need to access right in front of me and it would
know who I was and only give me the things I need to
access.
People have been here such a long time, they know the
terminology and where things are located, but as a new
person, you just don’t.

21.
Interview conclusions
• People confuse the directory and web content search
function. The user interface needs improvement
• People have a hard time figuring out how to place orders
for photos, videos, and graphic services
• A to Z site index gets used more frequently as a
navigational tool than previously thought
• Users would rather try to find an answer online before
asking a coworker
• Access to the links to PeopleSoft are the most frequently
cited reason for opening the homepage

22.
Interview conclusions
• Users willing to login in exchange, consider it a good trade off
• Classified ads on the homepage are very popular
• Entering time card information is one of the most common
tasks that staff go to the homepage for
• Events Calendar could be clearer. It should show what’s
happening tomorrow as well as today
• Majority of staff have the homepage set as their browser’s
default home
• An online guide to Lab acronyms for newcomers (and even
some seasoned hands) would be a welcome addition

23.
Online survey results

24.
Did you look at the Lab’s internal home page today
for any reason?

25.
Which of the following have you done online within the
last 30 days?

26.
How interested would you be in a personalization feature that would allow you to
choose and see links to your favorite/most frequently accessed Lab webpages
right on the internal home page?

27.
Developing new navigation

28.
Card sorting

29.
‘Cards’ used in the test

30.
Sample open card sort result

31.
Creating a prototype

32.
Live demo

33.
In conclusion…

34.
Thanks for listening
@gary_schroeder
http://www.shorpy.com/node/2483