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Website Usability - Jasmine Sante

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Learn how to assess your website user experience (UX), conduct simple user research and evaluate options for enhancing usability.

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Website Usability - Jasmine Sante

  1. 1. Website Usability Where to Start?
  2. 2. About Me • Digital Strategy Consultant • Strategic Changes – CMS Selection – Redesigns – Migrating websites – Sunsetting websites – Integrating new tools & media Sante Strategies - www.santestrategies.com - @mjsante
  3. 3. Steps in the Process 1) Assess Your Website’s Usability 2) Develop a Roadmap for Making Fixes Sante Strategies - www.santestrategies.com - @mjsante
  4. 4. Step 1 Assessing Your Website’s Usability Sante Strategies - www.santestrategies.com - @mjsante
  5. 5. Sante Strategies - www.santestrategies.com - @mjsante
  6. 6. TACIT – A Plan Test usability constantly Assess issues 1.UX best practices 2.Business needs 3.Level of effort required Create “sets” of fixes Implement these sets of issues, in iterations of your site Test your fixes and updates AND Repeat Sante Strategies - www.santestrategies.com - @mjsante
  7. 7. Website Usability Assessments Sante Strategies - www.santestrategies.com - @mjsante
  8. 8. Sante Strategies - www.santestrategies.com - @mjsante
  9. 9. Redesigns have a long time horizon, in a fast paced technology world Sante Strategies - www.santestrategies.com - @mjsante
  10. 10. Sante Strategies - www.santestrategies.com - @mjsante
  11. 11. Waterfall Methodology Sante Strategies - www.santestrategies.com - @mjsante
  12. 12. Waterfall vs Agile Redesign vs Iterative Enhancements UX Projects vs Iterative Enhancements Sante Strategies - www.santestrategies.com - @mjsante
  13. 13. Disclaimer: This is applies to websites. Software, mobile apps and complex web applications are different. Sante Strategies - www.santestrategies.com - @mjsante
  14. 14. Test and Review Usability 1) Talk to customer service 2) Use Usability Best Practices lists 3) Small group testing with tasks 4) Guerilla usability testing 5) Full cycle usability testing (Analytics too, if you have the expertise: keyword searches, next page flow, time on page, visit time of day) Sante Strategies - www.santestrategies.com - @mjsante
  15. 15. Sante Strategies - www.santestrategies.com - @mjsante Talk to Customer Service
  16. 16. 1) Talk to Customer Service 1. Set up a short meeting (30 minutes) *or* just stop by 2. Ask for the top 10 website issues 3. Ask what they have difficulty with on the site 4. If they aren’t able to answer either question at the time, email them asking those 2 questions Sante Strategies - www.santestrategies.com - @mjsante
  17. 17. Sante Strategies - www.santestrategies.com - @mjsante Use Usability Best Practices
  18. 18. 2) Use Usability Best Practices Checklists 1)There are dozens on the internet 2)Pick 1-2 and go through each item 3)Mark them as: - Done - Passable - Issue: Doable & easy - Issue: Doable & hard Sante Strategies - www.santestrategies.com - @mjsante
  19. 19. Usability Best Practices - Checklists TRUST • Value proposition & trust • Professional design • Information hierarchy • Sense of place (header, breadcrumbs etc) • Relevance • Company Name & Logo • Site ID • Page Name •Footer Details: privacy, help, etc NAVIGATION • Eye path • Clear Navigation • Navigation via Keyboard • Search • Contact Information & Form PERSONAL • Personalization in name, currency, etc Sante Strategies - www.santestrategies.com - @mjsante
  20. 20. Usability Best Practices Checklist (continued) DESIGN & CONTENT • Use of whitespace • Scannable content • Color contrast • Readable • Images used thoughtfully • Consistent use of navigation fonts/design elements • Use of bullets and lists • Freshness of content • Useful information CONSISTENT • Clear error messages • Confirmation after actions • Use web standards – link color, etc CALL TO ACTION • Signup includes statement of value • Use the simplest form needed • Forms are labeled • Clear Calls to Action • Breadcrumbs USABLE • Test forms • Links & buttons are easy to click • Swipe and scroll •Test on mobile, various browsers & older computers • Load time Sante Strategies - www.santestrategies.com - @mjsante
  21. 21. Sante Strategies - www.santestrategies.com - @mjsante Small Group Testing with Tasks (and candy)
  22. 22. 3) Small Group Testing with Tasks 1)Put together a list of website user tasks 2)Get co-workers, family, friend, etc into a room with laptops 3)Give them each a set of 3-6 major tasks 4)Have them complete each process - noting issues in the process 5)Give them treats at the end 6)Merge issue lists into a master list and mark them as above Sante Strategies - www.santestrategies.com - @mjsante
  23. 23. Sante Strategies - www.santestrategies.com - @mjsante Guerilla Usability Testing
  24. 24. 4) Guerilla Usability Testing Set a series of tasks for test users to complete and noting problems as they occur 1)6-12 participants (can be in small groups) 2)Can be family, friends or strangers 3)They can match your users but not necessary 4)In person or can be recorded And...repeat as needed Sante Strategies - www.santestrategies.com - @mjsante
  25. 25. Sante Strategies - www.santestrategies.com - @mjsante Professional Usability Testing
  26. 26. 5) Professional Usability Testing Set a series of tasks for test users to complete and noting problems as they occur • Less bias • Less work • More rigor • More money Sante Strategies - www.santestrategies.com - @mjsante
  27. 27. Define a Usability Testing Task Sante Strategies - www.santestrategies.com - @mjsante
  28. 28. Define a Usability Testing Task 1) Start with a simple task: Buy a subscription. 2) Add details: •Who are they •What are they trying to accomplish •When & where are they when they access the site (mobile, on the train, at lunch, etc) •How are they starting (web search, email newsletter link, going to the site by URL, etc) Sante Strategies - www.santestrategies.com - @mjsante
  29. 29. Task Example You are a graduating senior in accounting, interested in joining an organization for actuaries as a student. You heard about the Association for Actuarial Excellence and want to find out how much it costs to join and if there are any requirements. You are on your mobile phone, using your web browser to search. Sante Strategies - www.santestrategies.com - @mjsante
  30. 30. Usability Testing - Task Reminders •Be very specific •Don’t use jargon •Include information about goals & background Sante Strategies - www.santestrategies.com - @mjsante
  31. 31. Sante Strategies - www.santestrategies.com - @mjsante Step 2 Develop a Roadmap for Making Fixes
  32. 32. Resist Temptation: Don’t make start changes during usability assessment Sante Strategies - www.santestrategies.com - @mjsante
  33. 33. Sante Strategies - www.santestrategies.com - @mjsante
  34. 34. Sante Strategies - www.santestrategies.com - @mjsante
  35. 35. Sante Strategies - www.santestrategies.com - @mjsante
  36. 36. Sante Strategies - www.santestrategies.com - @mjsante
  37. 37. How to decide “sets” of usability fixes? Sante Strategies - www.santestrategies.com - @mjsante
  38. 38. Sticky Note Workshop Sante Strategies - www.santestrategies.com - @mjsante
  39. 39. Sante Strategies - www.santestrategies.com - @mjsante
  40. 40. Sante Strategies - www.santestrategies.com - @mjsante
  41. 41. Thanks! Jasmine Sante @mjsante mjsante@santestrategies.com www.santestrategies.com Sante Strategies - www.santestrategies.com - @mjsante

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