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Amanda Davis                       Debra Reich                       Scott WilliamsThe   Wagasa Project   Natalie Wong
The   Wagasa Project                        Agenda• Executive Summary   – Objectives   – Methodology   – Summary of Issues...
The   Wagasa ProjectExecutive Summary                                       3
The   Wagasa ProjectEXECUTIVE SUMMARYObjectivesThe Wagasa Project team reviewed the Lake Health web site todetermine how e...
The   Wagasa ProjectEXECUTIVE SUMMARYMethodology• 4 expert reviewers using the heuristic evaluation technique to  evaluate...
The    Wagasa ProjectEXECUTIVE SUMMARYSummary of Issues Prioritized by Severity & ScopeUsability issues are categorized ac...
The   Wagasa ProjectEXECUTIVE SUMMARYMajor FindingsThe usability review of LakeHealth.org resulted in the followingmajor f...
The   Wagasa ProjectEXECUTIVE SUMMARYRecommendationsLake Health web site will benefit from the following toprecommendation...
The   Wagasa ProjectHigh Severity Issue Global in Scope                                         9
The   Wagasa ProjectInformation Architecture is UnclearIssueReviewers were unable to find the area of the sitewhere they c...
The   Wagasa ProjectInconsistent Browser BehaviorIssueThere are inconsistent performance across differentbrowsers.DetailsT...
The   Wagasa ProjectSearch Functionality is BrokenIssueSearch functionality is broken.DetailsThe search box either prevent...
The   Wagasa ProjectDifficult to Find Important InformationIssueReviewers were unable to see which health locationsoffered...
The   Wagasa ProjectHigh Severity Issues   Local in Scope                                         14
The   Wagasa ProjectPage is MissingIssueThe “About Lake Health” page is missing.DetailsWhen a user clicks on the About Lak...
The   Wagasa ProjectMedium Severity Issue  Global in Scope                                      16
The   Wagasa ProjectLayered NavigationIssueThere are too many options for navigation.DetailsThere are two layers of naviga...
The   Wagasa ProjectSocial Media Control BoxIssueSocial Media control box display prominently.DetailsThe control box that ...
The   Wagasa ProjectVague TerminologyIssueThe casual user will not understand certain terms.Details“Market Point” does not...
The   Wagasa ProjectExternal Vendor SitesIssueRedirected to external vendor sites that had their ownusability issues.Detai...
The   Wagasa ProjectMedium Severity Issue   Local in Scope                                      21
The   Wagasa ProjectDense InformationIssueThere is information overload on the home page.DetailsThere are several areas th...
The   Wagasa ProjectLow Severity Issues  Global in Scope                                        23
The   Wagasa ProjectNo BreadcrumbsIssueNo distinguishable way a user can tell where in theweb site hierarchy they are look...
The   Wagasa ProjectInconsistent Use of IconsIssueSome content pages have icons for PDF, Print, and E-Mail abilities, whic...
The   Wagasa ProjectLow Severity Issues  Local in Scope                                        26
The   Wagasa ProjectLosing TextIssueText scrolls off the page down beyond the fold.DetailsIf a user expands the “Mission, ...
The   Wagasa ProjectNo Text or PreviewIssueA user cannot view a class schedule withoutdownloading it first.DetailsThe clas...
The   Wagasa ProjectCannot Search Through ArticlesIssueSome content pages are populated by images, whichmakes it difficult...
The   Wagasa Project                Conclusion• Present information in a gradual way.• Allow the user to explore or drill ...
The   Wagasa ProjectAppendix                             31
The   Wagasa ProjectAppendixJakob Nielsen’s Ten Usability Heuristics (1-5) Heuristic                     Description Visib...
The   Wagasa ProjectAppendixJakob Nielsen’s Ten Usability Heuristics (6-10) Heuristic                       Description Re...
The    Wagasa ProjectAppendixReviewers & Corresponding Personas & TasksReviewer & Persona Description                     ...
The   Wagasa ProjectAppendixWagasa Project Team Contact Information Team Member              Email Mandi Davis            ...
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Lake Health - Website Expert Review

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Lake Health - Website Expert Review

  1. 1. Amanda Davis Debra Reich Scott WilliamsThe Wagasa Project Natalie Wong
  2. 2. The Wagasa Project Agenda• Executive Summary – Objectives – Methodology – Summary of Issues Prioritized by Severity & Scope – Major Findings – Recommendations• Usability Issues by Severity and Scope• Conclusions• Appendix 2
  3. 3. The Wagasa ProjectExecutive Summary 3
  4. 4. The Wagasa ProjectEXECUTIVE SUMMARYObjectivesThe Wagasa Project team reviewed the Lake Health web site todetermine how easy it is for potential patients to: • Find required information online to make informed health decisions • Get support to live a healthy lifestyle • Contact a Lake Health center for urgent care or to schedule an appointment 4
  5. 5. The Wagasa ProjectEXECUTIVE SUMMARYMethodology• 4 expert reviewers using the heuristic evaluation technique to evaluate the LakeHealth.org web site• Each expert reviewer was assigned a persona to perform the evaluation as• Each expert reviewer would walk through the web site by performing their persona’s corresponding tasks• The heuristics used were from Jakob Nielsen’s Ten Usability Heuristics list (see Appendix) 5
  6. 6. The Wagasa ProjectEXECUTIVE SUMMARYSummary of Issues Prioritized by Severity & ScopeUsability issues are categorized according to:SeverityHigh Prevents the user from completing their task Issues by Priority or causes significant pause or confusion and Severity Scope # of Issues may cause them to abandon their task. High Global 4Medium Causes some pause or confusion, but the user is able to continue or find a workaround to High Local 1 complete their task. Medium Global 4Low Causes annoyance or slight pause or confusion Medium Local 1 but does not deter the user from completing their task. Low Global 2 Low Local 3ScopeGlobal Impact greater than a single web pageLocal Impact limited to a single web page 6
  7. 7. The Wagasa ProjectEXECUTIVE SUMMARYMajor FindingsThe usability review of LakeHealth.org resulted in the followingmajor findings: • Information were not always readily discoverable • Information found on pages were sometimes overwhelming to the user to read through • The search feature was broken (on some browsers, it was unusable) • Dead links (Page Not Found error messages) 7
  8. 8. The Wagasa ProjectEXECUTIVE SUMMARYRecommendationsLake Health web site will benefit from the following toprecommendations: • Work with an information architect to create a hierarchy of the data you wish to share with the community. He or she will help you organize the pages and information in an easy to access manner. • Change the basic format of the pages to reduce the amount of information on each one. Ensure that each page has one or two main goals and users can find the key piece of data they require in each area. • Allow users to type a full word and click a “search” button to find information. Consider changing your search results provider. • Ensure that all pages are present so visitors do not see a “404 – page not found” error. 8
  9. 9. The Wagasa ProjectHigh Severity Issue Global in Scope 9
  10. 10. The Wagasa ProjectInformation Architecture is UnclearIssueReviewers were unable to find the area of the sitewhere they could perform simple tasks such asschedule an appointment.DetailsReviewers found that most relevant information werenot brought to the front and center where their focususually lead them.Most of the valuable real estate space on the page forcontent was found to be not relevant to the section.RecommendationConsider hiring an Information Architect to organizedinformation that would benefit Lake Health web siteusers to find information easier. 10
  11. 11. The Wagasa ProjectInconsistent Browser BehaviorIssueThere are inconsistent performance across differentbrowsers.DetailsThe top-level navigation does not show in Safari orInternet Explorer.The flash object on the homepage would not functionproperly if the browser did not have the correct flashplayer plugin installed.RecommendationBe sure to test the system on the most popularbrowsers (Chrome, FireFox, Internet Explorer, andSafari). Also note on the top section of the web sitethe browser(s) and their version(s) the web site wouldbe compatible with. 11
  12. 12. The Wagasa ProjectSearch Functionality is BrokenIssueSearch functionality is broken.DetailsThe search box either prevents typing orautomatically refreshes, depending upon the browserthat is being used.There is no "Search" button, instead the systembegins searching as the first letter is typed.The search results don’t bring up data with basicsearches.RecommendationAdd a “search” button outside of the search input textfield. Disable the automatic search as the user typesfeature, allow the user to type in their search text andthen have them click on the search button (or pressenter) when they are assured of their query. Considera new back-end search results engine that wouldreturn results even for the most basic searches. 12
  13. 13. The Wagasa ProjectDifficult to Find Important InformationIssueReviewers were unable to see which health locationsoffered special services, such as urgent care andemergency service.DetailsContact information for the various health locationswere found at the bottom of the very long homepage.RecommendationMove the most relevant information to the front andcenter of the page. Do not use valuable web realestate on the content page that is not relevant to thesection. Add urgent care and emergency care links inthe services area. Move the phone contactinformation to a location that is above the fold sopeople can see they have access to phone numbers(or give them their own section). 13
  14. 14. The Wagasa ProjectHigh Severity Issues Local in Scope 14
  15. 15. The Wagasa ProjectPage is MissingIssueThe “About Lake Health” page is missing.DetailsWhen a user clicks on the About Lake Health link onthe bottom of the web site’s home page, near thecontact information, it will display an error message.RecommendationAdd an “About Lake Health” page if there is notalready one. If there is already a page, fix the link toredirect to that page. 15
  16. 16. The Wagasa ProjectMedium Severity Issue Global in Scope 16
  17. 17. The Wagasa ProjectLayered NavigationIssueThere are too many options for navigation.DetailsThere are two layers of navigation on the top partof the pages.The top level has an additional complication ofdrop-down menus.After navigating past the home page, there is alsovertical navigation on the left-hand side. Thestructure is confusing and clutters the pages.RecommendationSimplify the navigation structure so there is onlyone set of link along the top and one set along theleft-hand side of the page that is a subset of thehorizontal navigation toolbar. 17
  18. 18. The Wagasa ProjectSocial Media Control BoxIssueSocial Media control box display prominently.DetailsThe control box that contains various links todifferent social media sites are prominentdisplayed without a clear purpose of what theuser would be sharing.Pages will often show the sharing control boxopened fully when the user has not clicked on it.This functionality does not benefit the users anddetracts from other page content.RecommendationConsider removing the social media control box. Ifthe social media links are required, change the defaultposition of the box to be closed (collapsed). 18
  19. 19. The Wagasa ProjectVague TerminologyIssueThe casual user will not understand certain terms.Details“Market Point” does not mean “shopping” to manypeople.It was not clear that the “Health Information” linktakes the user to a place to perform a databasesearch.The terminology was inconsistent throughout thesite, for example:• Occupational Health takes the user to a page labeled “Occupational Services.”• Find a Doctor takes the user to a pages labeled “Find a Lake Health Physician”RecommendationPerform a sweep of the web site to ensure thatterminology is consistent and descriptive (e.g. ‘SearchHealth Databases’ is more informative than ‘HealthInformation’). 19
  20. 20. The Wagasa ProjectExternal Vendor SitesIssueRedirected to external vendor sites that had their ownusability issues.DetailsIf a user clicks on the “Market Point” link, theywill be redirected to a web site that is not part ofthe LakeHealth.org web site domain.The external vendor sites are branded as LakeHealth Hospital Systems, so there is noimmediate indication to the user that they haveleft the LakeHealth.org site.RecommendationMake sure users get a pop up notification tellingthem that they are leaving or has left theLakeHealth.org web site. 20
  21. 21. The Wagasa ProjectMedium Severity Issue Local in Scope 21
  22. 22. The Wagasa ProjectDense InformationIssueThere is information overload on the home page.DetailsThere are several areas that move (boxesopen, text expands, etc.). The content is sodense it overwhelms the user.RecommendationConsider a simpler layout for the home page.A grid with fewer concentrated areas will help. 22
  23. 23. The Wagasa ProjectLow Severity Issues Global in Scope 23
  24. 24. The Wagasa ProjectNo BreadcrumbsIssueNo distinguishable way a user can tell where in theweb site hierarchy they are looking atDetailsIf a user drills down to the Injured workers section,there is no way telling how far deep they are awayfrom the home page.RecommendationAdd a breadcrumb to the top of each content pagewhich will allow the user to see where in the web sitehierarchy they are located (e.g. sections, sub-section,sub-sub-sections, etc.) 24
  25. 25. The Wagasa ProjectInconsistent Use of IconsIssueSome content pages have icons for PDF, Print, and E-Mail abilities, which others use just linked text.DetailsFor example:The “Injured Workers” page has hyperlinked text toexport the page in PDF format, print the content page,or e-mail the content page.The “Occupational Services” page has hyperlinkedicons to export the page in PDF format, print thecontent page, or e-mail the content page.RecommendationCheck all content pages to ensure consistent use oficons or text. If using icons, make sure they havetooltips that would display the textual description ofthe icon’s function when the mouse pointer ishovering over it. 25
  26. 26. The Wagasa ProjectLow Severity Issues Local in Scope 26
  27. 27. The Wagasa ProjectLosing TextIssueText scrolls off the page down beyond the fold.DetailsIf a user expands the “Mission, Visions, Values”statements widget, the text will scroll beyond the foldof the web site. The user will have to scroll down thepage in order to view the statements.RecommendationConsider moving Mission, Vision, and Valuesstatements to the “About Us” page. If they need tostay on the home page, do not allow them to all beexpanded at once. 27
  28. 28. The Wagasa ProjectNo Text or PreviewIssueA user cannot view a class schedule withoutdownloading it first.DetailsThe class schedule is downloadable, but the usercannot view this information directly on the web site.This means the user would have to take an additionaltwo steps in order to view the class schedule content,one to download and another to open thedownloaded file. This is all assuming they alreadyhave a PDF reader installed on their PC.RecommendationShow class schedule information directly on thecontent page. Do not force users to download a fileprior to viewing the information. 28
  29. 29. The Wagasa ProjectCannot Search Through ArticlesIssueSome content pages are populated by images, whichmakes it difficult to search text on.DetailsThe “Group Fitness Classes” page is an image.If a user tries to search for text found on thatimage, they would not be able to find thecorrect results.RecommendationDo not use an image to display textualcontent. Always provide a textual alternativeif an image must be used so it can be index bythe search engine. 29
  30. 30. The Wagasa Project Conclusion• Present information in a gradual way.• Allow the user to explore or drill down into the web site if they would like to see more information.• Reduce visual clutter.• Focus on one or two goals for each content page• Downplay menus & widgets (i.e. social media link bar) 30
  31. 31. The Wagasa ProjectAppendix 31
  32. 32. The Wagasa ProjectAppendixJakob Nielsen’s Ten Usability Heuristics (1-5) Heuristic Description Visibility of system status The system should always keep users informed about what is going on, through appropriate feedback within reasonable time. Match between system and The system should speak the users language, with words, phrases and concepts the real world familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order. User control and freedom Users often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo. Consistency and standards Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions. Error prevention Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action. Retrieved From: http://www.useit.com/papers/heuristics/heuristic_list.html 32
  33. 33. The Wagasa ProjectAppendixJakob Nielsen’s Ten Usability Heuristics (6-10) Heuristic Description Recognition rather than Minimize the users memory load by making objects, actions, and options visible. recall The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate. Flexibility and efficiency of Accelerators -- unseen by the novice user -- may often speed up the interaction use for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions. Aesthetic and minimalist Dialogues should not contain information which is irrelevant or rarely needed. design Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility. Help users recognize, Error messages should be expressed in plain language (no codes), precisely diagnose, and recover from indicate the problem, and constructively suggest a solution. errors Help and documentation Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the users task, list concrete steps to be carried out, and not be too large. Retrieved From: http://www.useit.com/papers/heuristics/heuristic_list.html 33
  34. 34. The Wagasa ProjectAppendixReviewers & Corresponding Personas & TasksReviewer & Persona Description Tasks PerformedNatalie • Find information on any therapies offered at Lake Health48 year-old person who is computer savvy and has carpal that benefits her conditiontunnel and wants to see if there’s some kind of therapy • Find information on when therapy session occuravailable, and if and when it can be arranged • Are these therapy session covered by her insurance • Find where she can sign up for these sessionsScott • Determine if there is a baby registry serviceA mid-twenties woman whose sister is pregnant, and wants to • Create a baby registryhelp her out by starting a baby registry, and then sending that • Send out a notification to family and friends about the babyregistry out to a circle of friends and family registryDebra • Determine whether Spanish is spoken at any centerThe not very computer savvy host of an international student, • Determine where to take someone in an urgent orwhose parents will be coming for an extended visit. The emergency conditionstudent’s mother has a medical condition and may need someassistance.Mandi • Learn about the frequency with which to take ‘health’ orA sixty-three year old who wants to find out about upcoming exercise classesyoga or possibly even Pilates classes, and then register online • Includes options (generally) and options (specifically throughfor a session the hospital) for exercise classes • Learn about scheduling & identifying pricing options • Register for a class online 34
  35. 35. The Wagasa ProjectAppendixWagasa Project Team Contact Information Team Member Email Mandi Davis adavis.bentley@gmail.com Debra Reich dmreich@gmail.com Scott Williams scotakuamerica@gmail.com Natalie Wong natalielcwong@gmail.com 35

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