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Final Report for CUTGroup #30 - Chicago Park District Website


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For our thirtieth Civic User Testing Group (CUTGroup) session, we tested the current Chicago Park District website. The main goal of this test was to understand the user experience in preparation of an upcoming re-platforming and redesign of their website. We wanted to understand how users currently navigate this website when completing tasks, specifically searching for information. We wanted to understand how users search for information and what improvements would make search and navigation easier.

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Final Report for CUTGroup #30 - Chicago Park District Website

  1. 1.     CUTGroup​ ​#30  Chicago​ ​Park​ ​District             Report​ ​by  Sonja​ ​Marziano,​ ​Project​ ​Coordinator  Nathalie​ ​Rayter,​ ​CUTGroup​ ​Proctor  Smart​ ​Chicago​ ​Collaborative   
  2. 2. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Introduction  For​ ​our​ ​30th​ ​​Civic​ ​User​ ​Testing​ ​Group​ ​(CUTGroup)​​ ​test,​ ​we​ ​tested​ ​the​ ​current​ ​​Chicago​ ​Park District​ ​website​​ ​to​ ​help​ ​the​ ​Chicago​ ​Park​ ​District​ ​(CPD)​ ​team​ ​better​ ​understand​ ​their​ ​user​ ​needs and​ ​the​ ​user​ ​experience​ ​of​ ​their​ ​website​ ​in​ ​preparation​ ​of​ ​an​ ​upcoming​ ​“re-platforming”​ ​and redesign. Target​ ​Group  When​ ​segmenting​ ​our​ ​testers,​ ​we​ ​were​ ​interested​ ​in​ ​people​ ​with​ ​different​ ​experiences​ ​with​ ​the Chicago​ ​Park​ ​District​ ​and​ ​its​ ​website.​ ​We​ ​looked​ ​for​ ​testers​ ​who​ ​are​ ​Chicago​ ​residents​ ​and have​ ​different​ ​types​ ​of​ ​experiences​ ​in​ ​the​ ​parks.​ ​We​ ​were​ ​interested​ ​in​ ​testing​ ​with​ ​people​ ​who used​ ​different​ ​types​ ​of​ ​devices. Test​ ​Type  ● In-​person​ ​test​ ​component​ ​where​ ​testers​ ​would​ ​view​ ​different​ ​features​ ​on​ ​their​ ​own device​ ​and​ ​complete​ ​tasks. ● All​ ​testers​ ​were​ ​paired​ ​with​ ​a​ ​proctor,​ ​who​ ​asked​ ​them​ ​questions,​ ​observed​ ​and recorded​ ​their​ ​interactions​ ​with​ ​the​ ​Chicago​ ​Park​ ​District​ ​website​ ​and​ ​their​ ​responses and​ ​feedback. Goals​ ​of​ ​Test  The​ ​main​ ​goal​ ​was​ ​to​ ​understand​ ​how​ ​testers​ ​navigate​ ​and​ ​use​ ​the​ ​Chicago​ ​Park​ ​District website.​ ​We​ ​wanted​ ​to​ ​capture​ ​how​ ​residents​ ​search​ ​for​ ​information​ ​and​ ​how​ ​they​ ​identify improvements​ ​that​ ​would​ ​make​ ​search​ ​and​ ​navigation​ ​easier.​ ​Lastly,​ ​we​ ​hoped​ ​this​ ​test​ ​will​ ​give the​ ​Chicago​ ​Park​ ​District​ ​insights​ ​on​ ​how​ ​to​ ​proceed​ ​with​ ​their​ ​redesign​ ​in​ ​the​ ​future.       2
  3. 3. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Responses  21​ ​testers​ ​completed​ ​this​ ​CUTGroup​ ​test​ ​of​ ​the​ ​Chicago​ ​Park​ ​District​ ​Website.​ ​One​ ​tester’s form​ ​submitted​ ​three​ ​times,​ ​so​ ​there​ ​are​ ​no​ ​testers​ ​#10​ ​and​ ​#11.​ ​Tester​ ​​Noconnor​ ​(#20)​​ ​had​ ​to end​ ​their​ ​test​ ​early​ ​and​ ​was​ ​unable​ ​to​ ​complete​ ​any​ ​tasks​ ​after​ ​the​ ​Buckingham​ ​Fountain exercise. When​ ​getting​ ​a​ ​new​ ​device​ ​(ex:​ ​phone/computer)​ ​or​ ​other​ ​technology​ ​you  have​ ​never​ ​used​ ​before,​ ​how​ ​do​ ​you​ ​learn​ ​how​ ​to​ ​use​ ​that​ ​piece​ ​of  technology?​ ​Check​ ​all​ ​that​ ​may​ ​apply.  Experiment​ ​or​ ​learn​ ​alone 81%​ ​(17) Look​ ​up​ ​resources/how-to's​ ​online 48%​ ​(10) Read​ ​a​ ​manual 38%​ ​(8) Other 24%​ ​(5) Ask​ ​a​ ​family​ ​member​ ​for​ ​help 19%​ ​(4) Ask​ ​a​ ​professional​ ​for​ ​help 14%​ ​(3) Take​ ​a​ ​class 5%​ ​(1) If​ ​other,​ ​what​ ​are​ ​other​ ​ways​ ​do​ ​you​ ​learn​ ​how​ ​to​ ​use​ ​that​ ​technology?  Of​ ​the​ ​5​ ​testers​ ​who​ ​answered​ ​“Other,”​ ​2​ ​(​Plays​ ​basketball​ ​(#3)​​ ​and​ ​​Eddy​ ​(#13)​)​ ​said​ ​they explore​ ​the​ ​technology​ ​on​ ​their​ ​own.​ ​​Yoga​ ​Goer​ ​in​ ​the​ ​Park​ ​(#22)​ ​​said​ ​that​ ​they​ ​would​ ​already be​ ​familiar​ ​with​ ​the​ ​device​ ​because​ ​they​ ​would’ve​ ​chosen​ ​it​ ​based​ ​on​ ​recommendations. Regular​ ​Guy​ ​(#21)​​ ​said​ ​he​ ​would​ ​learn​ ​from​ ​a​ ​colleague. Can​ ​you​ ​tell​ ​us​ ​more​ ​about​ ​your​ ​experiences​ ​with​ ​the​ ​Chicago​ ​Park  District?  All​ ​testers​ ​described​ ​some​ ​experiences​ ​to​ ​the​ ​Chicago​ ​Park​ ​District,​ ​though​ ​those​ ​experiences varied​ ​widely.​ ​Many​ ​testers​ ​described​ ​participation​ ​in​ ​scheduled​ ​and/or​ ​structured​ ​programs offered​ ​by​ ​CPD.​ ​8​ ​testers​ ​say​ ​that​ ​they​ ​have​ ​taken​ ​advantage​ ​of​ ​park​ ​programs​ ​including Movies​ ​in​ ​the​ ​Park,​ ​Yoga​ ​in​ ​the​ ​Park,​ ​and​ ​others.​ ​5​ ​testers​ ​mentioned​ ​enrolling​ ​their​ ​children​ ​in CPD​ ​programs,​ ​like​ ​soccer​ ​and​ ​basketball.​ ​2​ ​testers​ ​said​ ​they​ ​have​ ​attended​ ​meetings​ ​at​ ​Park District​ ​buildings,​ ​while​ ​1​ ​tester​ ​mentioned​ ​renting​ ​a​ ​meeting​ ​room​ ​at​ ​a​ ​CPD​ ​facility. Others​ ​said​ ​they​ ​use​ ​the​ ​parks​ ​for​ ​more​ ​recreational​ ​fitness​ ​activities.​ ​6​ ​testers​ ​say​ ​that​ ​they participate​ ​in​ ​sports​ ​(for​ ​example,​ ​basketball​ ​or​ ​tennis).​ ​2​ ​testers​ ​said​ ​they​ ​run​ ​in​ ​the​ ​parks.​ ​3 3
  4. 4. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 testers​ ​say​ ​they​ ​use​ ​the​ ​health​ ​clubs/exercise​ ​facilities​ ​in​ ​the​ ​park​ ​buildings.​ ​3​ ​testers​ ​mentioned visiting​ ​CPD​ ​pools. Several​ ​testers​ ​described​ ​more​ ​unstructured​ ​use​ ​of​ ​CPD​ ​parks​ ​and​ ​facilities.​ ​3​ ​testers mentioned​ ​spending​ ​leisure​ ​time​ ​in​ ​the​ ​parks.​ ​2​ ​testers​ ​bring​ ​their​ ​dogs​ ​to​ ​the​ ​parks. 1​ ​tester​ ​mentioned​ ​showing​ ​off​ ​the​ ​parks​ ​to​ ​out-of-town​ ​visitors.​ ​1​ ​tester​ ​mentioned​ ​spending time​ ​at​ ​the​ ​beach.​ ​1​ ​tester​ ​said​ ​they​ ​take​ ​a​ ​shortcut​ ​through​ ​a​ ​nearby​ ​park​ ​on​ ​foot.​ ​1​ ​tester​ ​said their​ ​son​ ​plays​ ​pick-up​ ​baseball​ ​at​ ​the​ ​park. 2​ ​testers​ ​said​ ​they​ ​visited​ ​Chicago​ ​parks​ ​when​ ​they​ ​were​ ​children.​ ​1​ ​tester​ ​mentioned​ ​accessing the​ ​CPD​ ​jobs​ ​site​ ​for​ ​use​ ​in​ ​her​ ​work​ ​as​ ​a​ ​job​ ​placement​ ​counselor. Have​ ​you​ ​ever​ ​registered​ ​for​ ​a​ ​Chicago​ ​Park​ ​District​ ​program​ ​for​ ​yourself  or​ ​someone​ ​else?  Yes 48%​ ​(10) No 43%​ ​(9) Not​ ​sure 10%​ ​(2) If​ ​so,​ ​which​ ​program(s)​ ​and​ ​how​ ​did​ ​you​ ​register?  Swim​ ​lessons/passes 24%​ ​(5) Fitness​ ​facilities 19%​ ​(4) Gymnastics 10%​ ​(2) Day​ ​camps 10%​ ​(2) Yoga 5%​ ​(1) Dance 5%​ ​(1) Sports 5%​ ​(1) 1​ ​tester​ ​mentioned​ ​that​ ​they’ve​ ​attempted​ ​to​ ​sign​ ​up​ ​for​ ​volleyball​ ​for​ ​the​ ​past​ ​two​ ​years, presumably​ ​without​ ​success.​ ​3​ ​testers​ ​said​ ​they’ve​ ​registered​ ​for​ ​programs​ ​online.​ ​2​ ​said they’ve​ ​registered​ ​in​ ​person,​ ​though​ ​one​ ​of​ ​those​ ​testers​ ​says​ ​they​ ​now​ ​register​ ​online. The​ ​2​ ​testers​ ​who​ ​said​ ​they​ ​were​ ​“not​ ​sure”​ ​whether​ ​they’ve​ ​ever​ ​registered​ ​for​ ​a​ ​CPD​ ​program expressed​ ​confusion​ ​over​ ​registration;​ ​​Hockey312​ ​(#8)​​ ​said​ ​that​ ​they​ ​couldn’t​ ​find​ ​anywhere​ ​to sign​ ​up​ ​for​ ​a​ ​Chinese​ ​New​ ​Year​ ​event​ ​on​ ​the​ ​CPD​ ​website,​ ​so​ ​they​ ​just​ ​showed​ ​up. 4
  5. 5. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Review​ ​the​ ​homepage​ ​and​ ​tell​ ​us​ ​about​ ​your​ ​first​ ​impressions.​ ​While​ ​you  review,​ ​try​ ​not​ ​to​ ​click​ ​on​ ​the​ ​next​ ​page​ ​just​ ​yet,​ ​but​ ​feel​ ​free​ ​to​ ​scroll​ ​up  and​ ​down​ ​the​ ​page.  5​ ​testers​ ​had​ ​a​ ​positive​ ​reaction​ ​to​ ​the​ ​design​ ​pointing​ ​out​ ​the​ ​use​ ​of​ ​colors​ ​and​ ​images.​ ​Tester Mia​ ​(#1)​​ ​observed,​ ​“The​ ​Park​ ​District​ ​seems​ ​to​ ​be​ ​using​ ​blue​ ​pleasing​ ​to​ ​the​ ​eye.”​ ​4​ ​testers thought​ ​that​ ​the​ ​homepage​ ​was​ ​too​ ​cluttered. 6​ ​testers​ ​mentioned​ ​that​ ​the​ ​homepage​ ​offers​ ​a​ ​lot​ ​of​ ​great​ ​information​ ​about​ ​current​ ​offerings and​ ​events.​ ​​Basketball​ ​at​ ​Garfield​ ​Park​ ​(#12)​ ​​thought​ ​that​ ​some​ ​of​ ​the​ ​events​ ​listed​ ​are​ ​not things​ ​he​ ​would​ ​go​ ​to​ ​now,​ ​but​ ​maybe​ ​in​ ​the​ ​future​ ​when​ ​he​ ​has​ ​a​ ​family;​ ​there​ ​are​ ​lots​ ​of children​ ​on​ ​website​ ​and​ ​that's​ ​a​ ​target​ ​audience​ ​for​ ​the​ ​Chicago​ ​Park​ ​District. 4​ ​testers​ ​had​ ​a​ ​negative​ ​reaction​ ​to​ ​the​ ​banner​ ​images,​ ​while​ ​2​ ​testers​ ​felt​ ​more​ ​positively​ ​about it.​ ​​Walking​ ​around​ ​the​ ​city​ ​(#6)​​ ​had​ ​to​ ​zoom​ ​out​ ​to​ ​see​ ​the​ ​full​ ​screen​ ​on​ ​her​ ​mobile​ ​device; she​ ​said,​ ​“the​ ​images​ ​scrolling​ ​by​ ​are​ ​too​ ​much.​ ​[It’s]​ ​hard​ ​to​ ​scroll​ ​down​ ​to​ ​the​ ​rest​ ​of​ ​the​ ​page because​ ​those​ ​images​ ​are​ ​in​ ​the​ ​way.​ ​There​ ​is​ ​a​ ​lot​ ​happening.” 3​ ​testers​ ​mentioned​ ​noticing​ ​the​ ​prompt​ ​to​ ​use​ ​the​ ​CPD​ ​app,​ ​although​ ​1​ ​dismissed​ ​it immediately. Other​ ​things​ ​testers​ ​mentioned​ ​noticing​ ​included​ ​the​ ​“Find​ ​a​ ​park”​ ​icon,​ ​the​ ​owl​ ​logo,​ ​and “accessibility”​ ​listed​ ​in​ ​the​ ​footer. After​ ​reviewing​ ​the​ ​homepage,​ ​what​ ​is​ ​the​ ​first​ ​thing​ ​you​ ​want​ ​to​ ​do​ ​or  click?  Banner​ ​image:​ ​Valentine’s​ ​Day 38%​ ​(8) “Find​ ​a​ ​Park” 10%​ ​(2) “Upcoming​ ​events” 10%​ ​(2) “Programs” 10%​ ​(2) Banner​ ​image:​ ​swimming 5%​ ​(1) Banner​ ​image:​ ​polar​ ​adventure 5%​ ​(1) Banner​ ​image:​ ​Northerly​ ​Island 5%​ ​(1) Press​ ​release:​ ​trail​ ​separation 5%​ ​(1) “Park​ ​Advisory​ ​Council” 5%​ ​(1) Search​ ​box 5%​ ​(1) Menu​ ​button 5%​ ​(1) 5
  6. 6. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Search​ ​for​ ​a​ ​Chicago​ ​park​ ​that​ ​is​ ​closest​ ​to​ ​this​ ​library.  "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Park" 67%​ ​(14) Used​ ​search​ ​box 19%​ ​(4) Other:​ ​“Find​ ​a​ ​Park”​ ​in​ ​footer 9%​ ​(2) Other:​ ​Clicked​ ​on​ ​“Near​ ​North”​ ​under​ ​Activities 5%​ ​(1) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Facility" 0%​ ​(0) Search​ ​and​ ​filter​ ​terms.  Testers’​ ​search​ ​terms​ ​included​ ​“chicago​ ​park​ ​near​ ​north​ ​library​ ​branch,”​ ​“north​ ​avenue​ ​branch,” 60610,​ ​and​ ​“jesse​ ​white.”​ ​7​ ​testers​ ​filtered​ ​by​ ​ZIP​ ​code​ ​(7),​ ​2​ ​by​ ​park​ ​name,​ ​and​ ​1​ ​by community. Did​ ​the​ ​tester​ ​primarily​ ​use​ ​the​ ​map​ ​or​ ​list​ ​view​ ​in​ ​their​ ​search?  List​ ​view 62%​ ​(13) Map​ ​view 24%​ ​(5) Not​ ​applicable 14%​ ​(3) Which​ ​Chicago​ ​park​ ​is​ ​closest​ ​to​ ​this​ ​library?  7​ ​testers​ ​said​ ​Durso​ ​Playlot;​ ​though​ ​this​ ​is​ ​not​ ​the​ ​closest​ ​park​ ​to​ ​the​ ​Near​ ​North​ ​Branch,​ ​these testers​ ​all​ ​primarily​ ​used​ ​listview​ ​in​ ​their​ ​searches,​ ​and​ ​the​ ​Durso​ ​Playlot​ ​is​ ​the​ ​first​ ​listed​ ​result when​ ​a​ ​user​ ​searches​ ​by​ ​ZIP​ ​code​ ​using​ ​the​ ​test​ ​site’s​ ​ZIP​ ​code,​ ​60610. 4​ ​testers​ ​answered​ ​Seward​ ​Park,​ ​the​ ​closest​ ​park​ ​to​ ​the​ ​library,​ ​while​ ​2​ ​testers​ ​answered​ ​Jesse White​ ​and​ ​4​ ​other​ ​testers​ ​mentioned​ ​other​ ​non-repeating​ ​parks.​ ​5​ ​testers​ ​were​ ​unable​ ​to​ ​find​ ​an answer​ ​to​ ​the​ ​question. Tell​ ​us​ ​more​ ​about​ ​your​ ​search​ ​experience.​ ​Did​ ​you​ ​find​ ​what​ ​you​ ​were  looking​ ​for?  Many​ ​of​ ​the​ ​testers​ ​expressed​ ​some​ ​frustration​ ​over​ ​their​ ​search​ ​experiences. 7​ ​testers​ ​who​ ​interacted​ ​with​ ​a​ ​Map​ ​View​ ​found​ ​the​ ​map​ ​difficult​ ​to​ ​use;​ ​6​ ​of​ ​these​ ​testers​ ​were using​ ​smartphones/tablets​ ​during​ ​their​ ​test.​ ​​Hockey312​ ​(#9)​,​ ​who​ ​tested​ ​on​ ​an​ ​iPhone,​ ​says, “Using​ ​two​ ​fingers​ ​on​ ​the​ ​map​ ​was​ ​difficult.​ ​It​ ​would've​ ​been​ ​nice​ ​to​ ​have​ ​arrows​ ​on​ ​the​ ​map​ ​to scroll​ ​in​ ​left/right/directions.” 2​ ​testers​ ​who​ ​did​ ​not​ ​use​ ​the​ ​Map​ ​View​ ​expressed​ ​that​ ​they​ ​would​ ​have​ ​preferred​ ​the​ ​ability​ ​to search​ ​for​ ​parks​ ​using​ ​a​ ​map​ ​interface. 6
  7. 7. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 2​ ​testers​ ​(​Walking​ ​around​ ​the​ ​city​ ​(#6)​ ​​and​​ ​Pita​ ​(#17)​)​ ​said​ ​that​ ​the​ ​ability​ ​to​ ​search​ ​by address​ ​would​ ​be​ ​useful​ ​in​ ​finding​ ​parks​ ​nearest​ ​to​ ​a​ ​point.​ ​2​ ​other​ ​testers​ ​(​Noconnor​ ​(#20) and​ ​​Regular​ ​Guy​ ​(#21)​)​ ​thought​ ​that​ ​adding​ ​the​ ​option​ ​to​ ​have​ ​the​ ​map​ ​center​ ​on​ ​the​ ​user’s location​ ​would​ ​be​ ​very​ ​helpful​ ​for​ ​orientation. Find​ ​the​ ​hours​ ​for​ ​an​ ​indoor​ ​pool​ ​closest​ ​to​ ​your​ ​home.  Used​ ​search​ ​box 33%​ ​(7) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Park" 24%​ ​(5) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Pools" 14%​ ​(3) “Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Facility"​ ​>​ ​Swimming​ ​Pools 14%​ ​(3) Other:​ ​“Programs​ ​&​ ​Events” 5%​ ​(1) Other:​ ​searched​ ​by​ ​parks​ ​by​ ​her​ ​home 5%​ ​(1) Other:​ ​Used​ ​external​ ​search​ ​engine 5%​ ​(1) Search​ ​and​ ​filter​ ​terms.  Testers’​ ​search​ ​terms​ ​included​ ​their​ ​own​ ​ZIP​ ​codes,​ ​“indoor​ ​pools​ ​chicago,”​ ​“indoor​ ​pool​ ​park,” and​ ​the​ ​names​ ​of​ ​specific​ ​parks​ ​including​ ​Columbus​ ​Park​ ​and​ ​Welles​ ​Park. Did​ ​the​ ​tester​ ​primarily​ ​use​ ​the​ ​map​ ​or​ ​list​ ​view​ ​in​ ​their​ ​search?  List​ ​view 76%​ ​(16) Not​ ​applicable 24%​ ​(5) What​ ​are​ ​the​ ​hours​ ​of​ ​an​ ​indoor​ ​pool​ ​close​ ​to​ ​your​ ​home?  13​ ​testers​ ​were​ ​successfully​ ​able​ ​to​ ​find​ ​hours​ ​of​ ​operation​ ​for​ ​indoor​ ​pools​ ​near​ ​to​ ​their​ ​homes. 3​ ​testers​ ​found​ ​hours​ ​for​ ​facilities​ ​that​ ​were​ ​not​ ​indoor​ ​pools,​ ​while​ ​5​ ​testers​ ​were​ ​unable​ ​to​ ​find the​ ​hours​ ​of​ ​a​ ​pool. Tell​ ​us​ ​more​ ​about​ ​your​ ​search​ ​experience.​ ​Did​ ​you​ ​find​ ​what​ ​you​ ​were  looking​ ​for?  Most​ ​testers​ ​were​ ​able​ ​to​ ​find​ ​the​ ​hours​ ​for​ ​nearby​ ​indoor​ ​pools,​ ​though​ ​testers​ ​experienced varying​ ​degrees​ ​of​ ​satisfaction​ ​with​ ​their​ ​search​ ​process. 5​ ​testers​ ​described​ ​having​ ​to​ ​make​ ​changes​ ​to​ ​their​ ​initial​ ​searches​ ​in​ ​order​ ​to​ ​get​ ​good​ ​results. 3​ ​testers​ ​(​Hockey312​ ​(#9)​,​ ​​Concerts​ ​at​ ​Grant​ ​Park​ ​(#16)​,​ ​and​ ​​Noconnor​ ​(#20)​)​ ​expressed​ ​a desire​ ​for​ ​filtering​ ​by​ ​descriptors​ ​like​ ​“indoor”​ ​and​ ​“zero​ ​depth​ ​entry,”​ ​though​ ​those​ ​filters​ ​already exist​ ​on​ ​the​ ​Find​ ​a​ ​Facility​ ​page.​ ​Here​ ​are​ ​some​ ​of​ ​their​ ​experiences: 7
  8. 8. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Angel​ ​(#8)​​ ​first​ ​tried​ ​to​ ​find​ ​an​ ​indoor​ ​pool​ ​from​ ​the​ ​Parks​ ​and​ ​Facilities​ ​menu,​ ​but​ ​they were​ ​unable​ ​to​ ​find​ ​indoor​ ​pools​ ​close​ ​to​ ​home​ ​so​ ​they​ ​then​ ​used​ ​the​ ​map​ ​view​ ​but found​ ​it​ ​hard​ ​to​ ​keep​ ​open​ ​on​ ​their​ ​smartphone. Eddy​ ​(#13)​​ ​continued​ ​clicking​ ​on​ ​the​ ​Parks​ ​and​ ​Facilities​ ​text​ ​with​ ​the​ ​expectation​ ​that​ ​it would​ ​lead​ ​to​ ​a​ ​new​ ​page,​ ​but​ ​it​ ​did​ ​not.​ ​He​ ​said​ ​he​ ​would​ ​never​ ​think​ ​to​ ​use​ ​the​ ​park district​ ​website​ ​and​ ​would​ ​instead​ ​search​ ​via​ ​Google​ ​with​ ​search​ ​terms​ ​like​ ​“park districts​ ​with​ ​my​ ​zip​ ​code.” Regular​ ​Guy​ ​(#21)​​ ​said​ ​he​ ​was​ ​able​ ​to​ ​find​ ​what​ ​he​ ​was​ ​looking​ ​for,​ ​but​ ​only​ ​after increasing​ ​the​ ​radius​ ​of​ ​his​ ​search.​ ​The​ ​combination​ ​of​ ​his​ ​ZIP​ ​code​ ​and​ ​the​ ​“indoor pool”​ ​descriptors​ ​didn’t​ ​work​ ​together​ ​to​ ​yield​ ​any​ ​results. Next,​ ​search​ ​for​ ​a​ ​park​ ​near​ ​your​ ​home​ ​that​ ​is​ ​also​ ​dog​ ​friendly.  "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Park" 43%​ ​(9) Used​ ​search​ ​box 38%​ ​(8) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Facility"​ ​>​ ​Dog​ ​Friendly​ ​Areas 5%​ ​(1) Unknown 10%​ ​(2) Other:​ ​View​ ​all​ ​programs 5%​ ​(1) Search​ ​and​ ​filter​ ​terms  Testers’​ ​search​ ​box​ ​terms​ ​included​ ​“dog​ ​friendly,”​ ​“dog,”​ ​“dog​ ​park,”​ ​and​ ​“dog​ ​friendly​ ​park,” appended​ ​with​ ​ZIP​ ​codes.​ ​Some​ ​testers​ ​also​ ​went​ ​to​ ​the​ ​Find​ ​a​ ​Park​ ​page​ ​and​ ​searched​ ​using the​ ​filter​ ​for​ ​"dog​ ​friendly​ ​areas,”​ ​and​ ​further​ ​filtered​ ​by​ ​ZIP​ ​code​ ​or​ ​Community.​ ​Several​ ​testers had​ ​to​ ​expand​ ​their​ ​ZIP​ ​code​ ​search​ ​radius​ ​in​ ​order​ ​to​ ​return​ ​results. Tester​ ​​AmbitiousMoney​ ​(#14)​​ ​thought​ ​that​ ​there​ ​was​ ​no​ ​“dog​ ​friendly”​ ​tab,​ ​and​ ​nothing​ ​that would​ ​indicate​ ​that.​ ​They​ ​tried​ ​searching​ ​via​ ​the​ ​filters​ ​on​ ​the​ ​left​ ​side. Did​ ​the​ ​tester​ ​primarily​ ​use​ ​the​ ​map​ ​or​ ​list​ ​view​ ​in​ ​their​ ​search?  List​ ​view 81%​ ​(17) Not​ ​applicable 19%​ ​(4) Which​ ​Chicago​ ​park​ ​closest​ ​to​ ​your​ ​home​ ​is​ ​also​ ​dog​ ​friendly?  14​ ​testers​ ​were​ ​able​ ​to​ ​identify​ ​a​ ​dog-friendly​ ​park,​ ​including​ ​Grant​ ​Park,​ ​Fred​ ​Anderson​ ​Park, Lake​ ​Shore​ ​East​ ​Park,​ ​Wicker​ ​Park,​ ​Churchill​ ​Park,​ ​Bartelme,​ ​Mary​ ​Park,​ ​Noethling​ ​Playlot Park,​ ​and​ ​River​ ​Park. 8
  9. 9. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 7​ ​testers​ ​were​ ​unable​ ​to​ ​identify​ ​the​ ​dog-friendly​ ​park​ ​nearest​ ​to​ ​their​ ​homes. Tell​ ​us​ ​more​ ​about​ ​your​ ​search​ ​experience.​ ​Did​ ​you​ ​find​ ​what​ ​you​ ​were​ ​looking​ ​for?  Most​ ​testers​ ​were​ ​able​ ​to​ ​find​ ​a​ ​dog-friendly​ ​park​ ​near​ ​to​ ​where​ ​they​ ​live,​ ​but​ ​many​ ​testers experience​ ​challenges​ ​in​ ​their​ ​searches.​ ​Here​ ​are​ ​some​ ​of​ ​their​ ​experiences: Twiller39​ ​(#7)​ ​​viewed​ ​search​ ​results,​ ​but​ ​was​ ​“not​ ​sure​ ​how​ ​to​ ​tell​ ​which​ ​dog​ ​park​ ​is actually​ ​closest​ ​to​ ​me.”​ ​They​ ​clicked​ ​on​ ​first​ ​result​ ​for​ ​"Dog​ ​friendly​ ​area"​ ​and​ ​looked​ ​at addresses​ ​of​ ​list​ ​of​ ​all​ ​dog​ ​friendly​ ​parks.​ ​The​ ​tester​ ​said,​ ​“If​ ​you're​ ​not​ ​familiar​ ​with​ ​this website,​ ​there's​ ​not​ ​any​ ​highlighted​ ​icons​ ​to​ ​help​ ​you​ ​find​ ​[what​ ​you’re​ ​looking​ ​for], maybe​ ​[it​ ​needs]​ ​bigger​ ​icons” Yoga​ ​Goer​ ​in​ ​the​ ​Park​ ​(#22)​ ​​searches​ ​with​ ​ZIP​ ​code​ ​and​ ​“dog-friendly​ ​area”​ ​filters,​ ​but her​ ​results​ ​page​ ​come​ ​up​ ​as​ ​blank.​ ​She​ ​is​ ​not​ ​sure​ ​if​ ​this​ ​means​ ​no​ ​results,​ ​so​ ​she​ ​then searches​ ​by​ ​the​ ​community​ ​area​ ​“Bridgeport”​ ​and​ ​clicks​ ​on​ ​Palmisano​ ​Park​ ​(which​ ​is familiar​ ​and​ ​near​ ​her​ ​home).​ ​She​ ​checks​ ​the​ ​facilities​ ​tab​ ​and​ ​reviews​ ​the​ ​description information,​ ​but​ ​doesn't​ ​see​ ​if​ ​it​ ​is​ ​dog-friendly.​ ​She​ ​chooses​ ​McGuane​ ​Park​ ​next​ ​and reviews​ ​description,​ ​and​ ​is​ ​not​ ​sure​ ​if​ ​it​ ​is​ ​dog-friendly,​ ​but​ ​from​ ​experience,​ ​she​ ​sees​ ​a lot​ ​of​ ​dogs​ ​there.​ ​She​ ​thought​ ​was​ ​difficult​ ​to​ ​read​ ​through​ ​the​ ​facilities​ ​information​ ​- “dog-friendly”​ ​is​ ​in​ ​the​ ​advanced​ ​search​ ​with​ ​the​ ​filters​ ​and​ ​she​ ​likes​ ​it,​ ​but​ ​it’s​ ​hard​ ​to make​ ​sure​ ​on​ ​the​ ​park​ ​page. 4​ ​testers​ ​had​ ​to​ ​start​ ​over​ ​from​ ​their​ ​initial​ ​search​ ​constraints​ ​in​ ​order​ ​to​ ​yield​ ​meaningful​ ​results. 7​ ​testers​ ​found​ ​that​ ​filtering​ ​results​ ​by​ ​their​ ​ZIP​ ​code​ ​or​ ​Community​ ​Area​ ​yielded​ ​no​ ​results​ ​and they​ ​had​ ​to​ ​expand​ ​their​ ​search​ ​areas.​ ​When​ ​she​ ​experienced​ ​this,​ ​​Maria​ ​in​ ​Harrison​ ​Park (#5)​​ ​said​ ​that​ ​she​ ​would​ ​have​ ​like​ ​a​ ​prompt​ ​to​ ​that​ ​would​ ​suggest​ ​expanding​ ​the​ ​search. 2​ ​testers​ ​were​ ​not​ ​sure​ ​if​ ​the​ ​parks​ ​they​ ​found​ ​in​ ​their​ ​searches​ ​were​ ​actually​ ​the​ ​closest​ ​to​ ​their homes.​ ​2​ ​other​ ​testers​ ​began​ ​their​ ​searches​ ​for​ ​dog-friendly​ ​parks​ ​directly​ ​from​ ​the​ ​previous indoor​ ​pool​ ​search​ ​task,​ ​which​ ​may​ ​have​ ​meant​ ​that​ ​they​ ​didn’t​ ​clear​ ​filters. Find​ ​out​ ​how​ ​much​ ​it​ ​costs​ ​to​ ​buy​ ​a​ ​three​ ​month​ ​fitness​ ​membership​ ​at​ ​a  park​ ​convenient​ ​to​ ​you.  "Programs​ ​&​ ​Events"​ ​>​ ​"Memberships:​ ​Fitness 38%​ ​(8) Center,​ ​Lap​ ​Swim​ ​&​ ​Open​ ​Swim" "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Facility"​ ​>​ ​"Fitness​ ​Centers" 10%​ ​(2) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Park" 24%​ ​(5) Used​ ​search​ ​box 14%​ ​(3) Other:​ ​Activity​ ​Search​ ​>​ ​“don​ ​nash” 5%​ ​(1) 9
  10. 10. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Other:​ ​Chooses​ ​"Grant​ ​Park"​ ​from​ ​previous​ ​task 5%​ ​(1) Other:​ ​Proctor​ ​helped​ ​tester​ ​locate​ ​membership​ ​tab 5%​ ​(1) Search​ ​and​ ​filter​ ​terms.  Search​ ​terms​ ​included​ ​“three-month​ ​fitness​ ​membership”;​ ​ZIP​ ​codes​ ​plus​ ​1-mile​ ​and​ ​3-mile radii;​ ​Communities​ ​including​ ​South​ ​Lawndale​ ​and​ ​Lincoln​ ​Square;​ ​park​ ​locations​ ​including McGuane​ ​Park,​ ​McKinley​ ​Park,​ ​and​ ​Jesse​ ​Owens;​ ​the​ ​“Fitness​ ​Centers”​ ​filter;​ ​“fitness membership”;​ ​the​ ​membership​ ​packages​ ​sort;​ ​and​ ​“Fitness​ ​fees.” Where​ ​is​ ​there​ ​a​ ​fitness​ ​center​ ​convenient​ ​to​ ​you​ ​and​ ​how​ ​much​ ​does​ ​it​ ​cost​ ​for​ ​a  three-month​ ​membership?  12​ ​testers​ ​were​ ​able​ ​to​ ​successfully​ ​find​ ​a​ ​fitness​ ​center​ ​convenient​ ​to​ ​them​ ​and​ ​determine​ ​the cost​ ​of​ ​a​ ​3-month​ ​membership.​ ​3​ ​testers​ ​found​ ​partial​ ​information​ ​by​ ​locating​ ​fitness​ ​centers, but​ ​were​ ​unable​ ​to​ ​find​ ​the​ ​cost​ ​of​ ​a​ ​three-month​ ​membership.​ ​Another​ ​tester​ ​identified​ ​the​ ​cost for​ ​a​ ​three-month​ ​Gold​ ​Card,​ ​which​ ​gives​ ​users​ ​access​ ​to​ ​any​ ​fitness​ ​center.​ ​5​ ​testers​ ​were unable​ ​to​ ​complete​ ​the​ ​task. Tell​ ​us​ ​more​ ​about​ ​your​ ​search​ ​experience.​ ​Did​ ​you​ ​find​ ​what​ ​you​ ​were  looking​ ​for?  13​ ​testers​ ​described​ ​significant​ ​challenges​ ​in​ ​their​ ​search​ ​experiences.​ ​After​ ​a​ ​failed​ ​attempt​ ​to find​ ​information​ ​about​ ​Columbus​ ​Park,​ ​​Twiller39​ ​(#7)​​ ​landed​ ​on​ ​the​ ​CPD​ ​Activenet,​ ​but​ ​filters were​ ​still​ ​active​ ​from​ ​previous​ ​searches.​ ​The​ ​tester​ ​clicked​ ​on​ ​“Activity​ ​Search”​ ​and​ ​typed​ ​in “fitness.”​ ​They​ ​didn't​ ​know​ ​a​ ​reasonable​ ​way​ ​to​ ​find​ ​a​ ​program​ ​at​ ​a​ ​nearby​ ​park​ ​and​ ​felt frustrated.​ ​They​ ​clicked​ ​the​ ​“Home”​ ​button​ ​and​ ​were​ ​taken​ ​to​ ​the​ ​ActiveNet​ ​home​ ​page,​ ​then​ ​hit the​ ​“back”​ ​button​ ​several​ ​times​ ​and​ ​returned​ ​to​ ​the​ ​Columbus​ ​Park​ ​page.​ ​They​ ​clicked​ ​on​ ​the “Memberships”​ ​link​ ​again​ ​and​ ​were​ ​once​ ​again​ ​on​ ​the​ ​Activenet.​ ​The​ ​proctor​ ​then​ ​prompted​ ​the tester​ ​to​ ​clear​ ​the​ ​search​ ​filters,​ ​and​ ​then​ ​they​ ​looked​ ​in​ ​alphabetical​ ​order​ ​to​ ​find​ ​the​ ​Columbus Park​ ​fitness​ ​program.​ ​4​ ​other​ ​testers​ ​mentioned​ ​the​ ​failure​ ​to​ ​return​ ​meaningful​ ​results​ ​on​ ​initial searches,​ ​as​ ​well. Some​ ​testers​ ​mentioned​ ​the​ ​difficulties​ ​posed​ ​by​ ​the​ ​mobile​ ​site.​ ​​Noconnor​ ​(#20)​​ ​described their​ ​experience:​ ​“narrowing​ ​it​ ​down​ ​by​ ​Category:​ ​Fitness​ ​Center​ ​and​ ​Location.​ ​Picking​ ​park closest​ ​to​ ​me…​ ​while​ ​I​ ​am​ ​used​ ​to​ ​navigating​ ​through​ ​this​ ​section,​ ​it's​ ​still​ ​very​ ​mobile unfriendly.​ ​I​ ​have​ ​to​ ​zoom​ ​in​ ​to​ ​review.​ ​Login​ ​never​ ​works,​ ​so​ ​I​ ​always​ ​revert​ ​back​ ​to​ ​computer or​ ​laptop.” 8​ ​testers​ ​described​ ​their​ ​process​ ​as​ ​fairly​ ​easy​ ​or​ ​intuitive.​ ​​Angel​ ​(#8)​​ ​said,​ ​“It​ ​wasn't​ ​bad.​ ​It​ ​was easier​ ​to​ ​find​ ​because​ ​[I]​ ​used​ ​search​ ​bar​ ​then​ ​went​ ​and​ ​gave​ ​three​ ​options​ ​for​ ​gym 10
  11. 11. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 memberships:​ ​entered​ ​three-month​ ​membership​ ​and​ ​then​ ​got​ ​the​ ​price.​ ​Map​ ​was​ ​also​ ​better​ ​as it​ ​was​ ​a​ ​smaller​ ​area​ ​and​ ​[I​ ​was]​ ​able​ ​pinpoint​ ​the​ ​exact​ ​location.”​ ​​Leland​ ​(#23)​ ​​said,​ ​‘Yes,​ ​it was​ ​intuitive,​ ​but​ ​difficult​ ​to​ ​click​ ​boxes​ ​while​ ​scrolling​ ​on​ ​a​ ​cell​ ​phone.” 3​ ​testers,​​ ​Maria​ ​in​ ​Harrison​ ​Park​ ​(#5)​,​ ​​Hockey312​ ​(#9)​ ​​and​ ​​Debian​ ​(#18)​,​ ​were​ ​confused​ ​by how​ ​fitness​ ​memberships​ ​were​ ​listed​ ​underneath​ ​“Facilities”;​ ​all​ ​commented​ ​that​ ​it​ ​would​ ​make more​ ​sense​ ​if​ ​they​ ​were​ ​listed​ ​underneath​ ​“Programs.” Use​ ​the​ ​website​ ​to​ ​find​ ​out​ ​the​ ​year​ ​when​ ​the​ ​Buckingham​ ​Fountain​ ​was  installed.  Used​ ​search​ ​box 62%​ ​(13) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Park" 10%​ ​(2) Other:​ ​External​ ​search 10%​ ​(2) Other:​ ​None 10%​ ​(2) "About​ ​Us"​ ​>​ ​"Artworks​ ​&​ ​Monuments" 5%​ ​(1) Other:​ ​“Parks​ ​&​ ​Facilities”​ ​>​ ​“Find​ ​a​ ​facility” 5%​ ​(1) Search​ ​and​ ​filter​ ​terms.  Search​ ​terms​ ​include​ ​“Buckingham​ ​Fountain”;​ ​“Buckingham​ ​Fountain​ ​history”;​ ​"what​ ​year buckingham​ ​fountain​ ​was​ ​built";​ ​“buckingham​ ​fountain​ ​chicago​ ​installed”;​ ​“year​ ​of​ ​buckingham fountain​ ​installation”;​ ​"buckingham​ ​fountain​ ​grant​ ​park";​ ​“Buckingham”;​ ​“Buckingham​ ​Memorial Fountain”;​ ​“buckingham​ ​fountain,​ ​chicago,​ ​il”;​ ​“Water”​ ​>​ ​“Water​ ​Spray​ ​Features”;​ ​“Fountain” filter;​ ​and​ ​Grant​ ​Park. What​ ​year​ ​was​ ​the​ ​Buckingham​ ​Fountain​ ​installed?  19​ ​testers​ ​found​ ​the​ ​year​ ​1927,​ ​the​ ​year​ ​that​ ​Buckingham​ ​Fountain​ ​was​ ​opened​ ​to​ ​the​ ​public. 1​ ​tester​ ​found​ ​the​ ​incorrect​ ​year​ ​1893,​ ​while​ ​the​ ​remaining​ ​1​ ​tester​ ​was​ ​unable​ ​to​ ​find​ ​a​ ​year​ ​for the​ ​Fountain’s​ ​installation. Tell​ ​us​ ​more​ ​about​ ​your​ ​search​ ​experience.​ ​Did​ ​you​ ​find​ ​what​ ​you​ ​were​ ​looking​ ​for?  Most​ ​testers​ ​were​ ​able​ ​to​ ​find​ ​what​ ​they​ ​were​ ​looking​ ​for.​ ​8​ ​testers​ ​described​ ​the​ ​search​ ​as easy.​ ​7​ ​testers​ ​commented​ ​on​ ​the​ ​number​ ​of​ ​steps​ ​and/or​ ​information​ ​they​ ​had​ ​to​ ​go​ ​through, saying​ ​it​ ​was​ ​too​ ​much.​ ​Here​ ​are​ ​some​ ​of​ ​their​ ​experiences: Maria​ ​in​ ​Harrison​ ​Park​ ​(#5)​​ ​thought​ ​that​ ​there​ ​was​ ​a​ ​lot​ ​of​ ​really​ ​interesting​ ​information about​ ​the​ ​Fountain,​ ​but​ ​it​ ​was​ ​a​ ​little​ ​tricky​ ​getting​ ​to​ ​this​ ​page.​ ​She​ ​says,​ ​‘I​ ​got​ ​nervous because​ ​[I]​ ​didn't​ ​know​ ​where​ ​to​ ​look…​ ​then​ ​when​ ​[I]​ ​clicked​ ​on​ ​‘Artworks​ ​and Monuments,’​ ​[I]​ ​​ ​wasn't​ ​expecting​ ​that​ ​many​ ​choices,​ ​and​ ​then​ ​[I​ ​was]​ ​looking​ ​for B[uckingham],​ ​not​ ​C[larence​ ​Buckingham].” 11
  12. 12. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Walking​ ​around​ ​the​ ​city​ ​(#6)​​ ​started​ ​to​ ​type​ ​“Buckingham​ ​Fountain”​ ​and​ ​the​ ​search term​ ​pre-populated.​ ​The​ ​tester​ ​chose​ ​the​ ​first​ ​result​ ​and​ ​read​ ​through​ ​the​ ​text.​ ​They thought​ ​that​ ​it​ ​was​ ​very​ ​easy,​ ​and​ ​the​ ​relevant​ ​information​ ​came​ ​right​ ​up. Twiller39​ ​(#7)​​ ​looked​ ​at​ ​the​ ​icons​ ​under​ ​“Find​ ​a​ ​Facility”​ ​and​ ​didn't​ ​see​ ​anything​ ​that​ ​he would​ ​associate​ ​with​ ​Buckingham​ ​Fountain.​ ​He​ ​felt​ ​confused,​ ​and​ ​looked​ ​under​ ​“Water” again,​ ​looking​ ​at​ ​each​ ​icon​ ​looked​ ​under​ ​“Amenities”​ ​and​ ​“Arts​ ​and​ ​Culture.”​ ​The​ ​tester saw​ ​“Artworks​ ​and​ ​Monuments,”​ ​and​ ​its​ ​fountain​ ​icon​ ​led​ ​him​ ​to​ ​click​ ​on​ ​it.​ ​He​ ​scrolled down​ ​the​ ​list​ ​all​ ​the​ ​way​ ​to​ ​G​ ​(for​ ​Grant​ ​Park)​ ​and​ ​didn't​ ​see​ ​anything​ ​for​ ​Buckingham fountain,​ ​so​ ​he​ ​clicked​ ​on​ ​Millennium​ ​Park.​ ​The​ ​tester​ ​said​ ​that​ ​search​ ​by​ ​street​ ​location would​ ​be​ ​helpful,​ ​and​ ​the​ ​proctor​ ​pointed​ ​out​ ​Map​ ​View,​ ​which​ ​Twiller39​ ​found​ ​to​ ​be helpful,​ ​though​ ​he​ ​noted​ ​that​ ​it​ ​doesn't​ ​filter​ ​just​ ​fountains​ ​on​ ​the​ ​map.​ ​He​ ​returned​ ​back to​ ​List​ ​View,​ ​scrolled​ ​through,​ ​and​ ​found​ ​Clarence​ ​Buckingham​ ​Fountain. Find​ ​out​ ​when​ ​the​ ​next​ ​Night​ ​Out​ ​in​ ​the​ ​Park​ ​event​ ​is​ ​happening.  "Programs​ ​&​ ​Events"​ ​>​ ​"Night​ ​Out​ ​in​ ​the​ ​Parks" 52%​ ​(11) Used​ ​search​ ​box 24%​ ​(5) Other:​ ​External​ ​search 10%​ ​(2) "Programs​ ​&​ ​Events"​ ​>​ ​"View​ ​all​ ​Programs" 5%​ ​(1) Other:​ ​Homepage​ ​>​ ​“Upcoming​ ​Events” 5%​ ​(1) Search​ ​and​ ​filter​ ​terms.  Search​ ​and​ ​filter​ ​terms​ ​included​ ​the​ ​"Movies"​ ​category;​ ​date​ ​range;​ ​“Night​ ​Out”;​ ​“next​ ​night​ ​out in​ ​the​ ​park​ ​chicago”;​ ​"night​ ​out​ ​in​ ​the​ ​park";​ ​and​ ​Events. What​ ​is​ ​the​ ​next​ ​event​ ​and​ ​where​ ​is​ ​it​ ​taking​ ​place?  Testers​ ​were​ ​not​ ​in​ ​agreement​ ​on​ ​what​ ​the​ ​next​ ​Night​ ​Out​ ​in​ ​the​ ​Park​ ​event​ ​would​ ​be. 5​ ​testers​ ​found​ ​Valentine​ ​Dances​ ​at​ ​Maggie​ ​Daley​ ​Park​ ​and​ ​Shedd​ ​Aquarium​ ​on​ ​February​ ​10;​ ​4 testers​ ​thought​ ​it​ ​would​ ​be​ ​the​ ​Bear​ ​Snores​ ​event​ ​at​ ​the​ ​North​ ​Park​ ​Valley​ ​Nature​ ​Center​ ​(NPV) on​ ​February​ ​9;​ ​3​ ​testers​ ​said​ ​it​ ​was​ ​a​ ​Movies​ ​in​ ​the​ ​Park​ ​screening​ ​on​ ​February​ ​17;​ ​2​ ​testers thought​ ​it​ ​would​ ​be​ ​the​ ​Volunteer​ ​Stewardship​ ​event​ ​at​ ​NPV​ ​on​ ​February​ ​12;​ ​1​ ​tester​ ​thought​ ​it would​ ​be​ ​on​ ​Family​ ​Night​ ​Out​ ​at​ ​Brainerd​ ​Park​ ​on​ ​February​ ​24;​ ​and​ ​1​ ​tester​ ​said​ ​Snowtrekking at​ ​Northerly​ ​Island​ ​on​ ​February​ ​18. 4​ ​testers​ ​were​ ​unable​ ​to​ ​find​ ​out​ ​what​ ​Night​ ​Out​ ​in​ ​the​ ​Park​ ​events​ ​were​ ​coming​ ​up. Tell​ ​us​ ​more​ ​about​ ​your​ ​search​ ​experience.​ ​Did​ ​you​ ​find​ ​what​ ​you​ ​were​ ​looking​ ​for?  While​ ​most​ ​testers​ ​were​ ​able​ ​to​ ​identify​ ​an​ ​event​ ​that​ ​they​ ​thought​ ​was​ ​the​ ​next​ ​Night​ ​Out​ ​in​ ​the Park​ ​event,​ ​there​ ​was​ ​some​ ​confusion​ ​around​ ​the​ ​search​ ​process.​ ​8​ ​testers​ ​described​ ​the 12
  13. 13. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 search​ ​process​ ​as​ ​easy​ ​or​ ​not​ ​very​ ​difficult,​ ​while​ ​8​ ​testers​ ​described​ ​confusion​ ​and/or frustration​ ​around​ ​the​ ​process.​ ​Here​ ​are​ ​some​ ​of​ ​their​ ​experiences: Walking​ ​around​ ​the​ ​city​ ​(#6)​,​ ​who​ ​was​ ​testing​ ​on​ ​an​ ​Android​ ​smartphone,​ ​says, “Sometimes​ ​it​ ​takes​ ​a​ ​lot​ ​to​ ​scroll​ ​down.”​ ​They​ ​chose​ ​“Upcoming​ ​events”​ ​and​ ​liked​ ​that there​ ​is​ ​a​ ​calendar​ ​view,​ ​which​ ​they​ ​scroll​ ​through,​ ​but​ ​they​ ​do​ ​not​ ​find​ ​results.​ ​Then​ ​the tester​ ​uses​ ​the​ ​search​ ​box​ ​to​ ​search​ ​“Night​ ​Out​ ​in​ ​the​ ​Park”​ ​and​ ​gets​ ​to​ ​the​ ​appropriate page.​ ​They​ ​clicked​ ​on​ ​the​ ​banner​ ​image​ ​and​ ​chose​ ​the​ ​event​ ​happening​ ​on​ ​February 10,​ ​which​ ​they​ ​thought​ ​was​ ​the​ ​next​ ​one​ ​coming​ ​up.​ ​The​ ​tester​ ​thought​ ​the​ ​experience was​ ​fine. Twiller39​ ​(#7)​ ​​saw​ ​the​ ​NOITP​ ​banner,​ ​but​ ​it​ ​didn't​ ​help​ ​him​ ​find​ ​the​ ​next​ ​upcoming​ ​event After​ ​scrolling​ ​through​ ​a​ ​list​ ​of​ ​all​ ​events​ ​and​ ​looking​ ​at​ ​the​ ​photo​ ​gallery,​ ​he​ ​sees​ ​the date​ ​of​ ​the​ ​Valentine​ ​Dance,​ ​but​ ​isn’t​ ​sure​ ​if​ ​it’s​ ​a​ ​Night​ ​Out​ ​in​ ​the​ ​Park​ ​event​ ​because it’s​ ​scheduled​ ​for​ ​daytime​ ​hours. Basketball​ ​at​ ​Garfield​ ​Park​ ​(#12)​ ​​chooses​ ​"Night​ ​Out​ ​in​ ​the​ ​Park"​ ​under​ ​"Program​ ​& Events”​ ​and​ ​identified​ ​the​ ​Volunteer​ ​Stewardship​ ​event,​ ​though​ ​the​ ​tester​ ​was​ ​not​ ​sure because​ ​of​ ​what​ ​is​ ​named,​ ​and​ ​because​ ​it​ ​was​ ​the​ ​first​ ​link.​ ​They​ ​suggest​ ​that​ ​maybe​ ​it would​ ​be​ ​better​ ​if​ ​it​ ​there​ ​were​ ​“Night​ ​Out​ ​in​ ​the​ ​Park”​ ​tag. Your​ ​friend​ ​needs​ ​help​ ​to​ ​register​ ​their​ ​child​ ​(who​ ​is​ ​5​ ​years​ ​old)​ ​in​ ​the  next​ ​available​ ​gymnastics​ ​program.​ ​Find​ ​registration​ ​information​ ​for​ ​an  appropriate​ ​program.  "Programs​ ​&​ ​Events"​ ​>​ ​"View​ ​all​ ​Programs" 43%​ ​(9) Used​ ​search​ ​box 19%​ ​(4) "Programs​ ​&​ ​Events"​ ​>​ ​"Browse/Register​ ​Now" 5%​ ​(1) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Park" 5%​ ​(1) Other:​ ​"Programs​ ​&​ ​Events"​ ​>​ ​Winter​ ​Registration​ ​Dates” 5%​ ​(1) Other:​ ​Activities​ ​>​ ​Department>​ ​Gymnastics 5%​ ​(1) Other:​ ​Footer:​ ​“Program​ ​&​ ​Registration” 5%​ ​(1) Other​ ​“Programs​ ​&​ ​Events”​ ​>​ ​“Membership” 5%​ ​(1) Other:​ ​N/A 10%​ ​(2) "Parks​ ​&​ ​Facilities"​ ​>​ ​"Find​ ​a​ ​Facility" 0%​ ​(0) Search​ ​and​ ​filter​ ​terms.  Search​ ​and​ ​filter​ ​terms​ ​included​ ​“gymnastics​ ​5​ ​and​ ​under”;​ ​category:​ ​“gymnastics,”​ ​sometimes sorted​ ​by​ ​ages;​ ​“five-year-old​ ​gymnastics​ ​program”​ ​plus​ ​ZIP​ ​code;​ ​“gymnastics​ ​Chicago​ ​Park 13
  14. 14. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 District”​ ​plus​ ​ZIP​ ​code;​ ​filters​ ​"Early​ ​Childhood"​ ​&​ ​"Fitness​ ​Center";​ ​park​ ​locations;​ ​time​ ​period; communities;​ ​“Fall​ ​Programs”;​ ​and​ ​categories​ ​“gymnastics​ ​tumbling”​ ​and​ ​“gymnastics​ ​dance.” Which​ ​Chicago​ ​park​ ​has​ ​an​ ​available​ ​gymnastics​ ​program​ ​for​ ​your​ ​friend's​ ​child?  13​ ​testers​ ​were​ ​able​ ​to​ ​identify​ ​gymnastics​ ​programs​ ​at​ ​Chicago​ ​parks,​ ​though​ ​2​ ​testers​ ​were not​ ​sure​ ​that​ ​there​ ​were​ ​programs​ ​for​ ​5-year-old​ ​children.​ ​7​ ​testers​ ​did​ ​not​ ​identify​ ​a​ ​park​ ​that would​ ​be​ ​suitable​ ​for​ ​their​ ​hypothetical​ ​friend. Tell​ ​us​ ​more​ ​about​ ​your​ ​search​ ​experience.​ ​Did​ ​you​ ​find​ ​what​ ​you​ ​were​ ​looking​ ​for?  Testers​ ​had​ ​mixed​ ​reactions​ ​to​ ​their​ ​gymnastics​ ​search​ ​experiences.​ ​4​ ​testers​ ​described​ ​the task​ ​as​ ​being​ ​easy,​ ​while​ ​4​ ​others​ ​felt​ ​that​ ​it​ ​was​ ​difficult,​ ​using​ ​words​ ​like​ ​“daunting,”​ ​“painful,” and​ ​“frustrating.”​ ​3​ ​testers​ ​mentioned​ ​confusion​ ​around​ ​age​ ​filters. Hockey312​ ​(#9)​​ ​thought​ ​it​ ​was​ ​hard​ ​to​ ​read​ ​programs​ ​on​ ​their​ ​rotated​ ​phone.​ ​They​ ​also thought​ ​it​ ​would​ ​be​ ​nice​ ​to​ ​have​ ​the​ ​option​ ​to​ ​enter​ ​a​ ​ZIP​ ​code​ ​in​ ​the​ ​activenet​ ​search function.​ ​After​ ​finding​ ​no​ ​results​ ​with​ ​filters,​ ​the​ ​tester​ ​clears​ ​the​ ​filters​ ​to​ ​start​ ​over,​ ​this time​ ​filtering​ ​by​ ​“Future”​ ​and​ ​category:​ ​“gymnastics.”​ ​They​ ​note​ ​that​ ​the​ ​options​ ​boxes are​ ​not​ ​collapsible​ ​in​ ​categories,​ ​and​ ​suggest​ ​that​ ​instead​ ​of​ ​listing​ ​the​ ​group​ ​(e.g., “Culture​ ​and​ ​Arts”)​ ​on​ ​every​ ​item,​ ​make​ ​it​ ​a​ ​heading​ ​and​ ​then​ ​list​ ​the​ ​subgroups​ ​(e.g. “Drawing,”​ ​“Art​ ​Exhibit”)​ ​in​ ​a​ ​dropdown​ ​to​ ​make​ ​everything​ ​cleaner​ ​and​ ​eliminate redundant​ ​text. Debian​ ​(#18)​​ ​experienced​ ​confusion​ ​around​ ​how​ ​the​ ​activities​ ​were​ ​sorted​ ​and​ ​found​ ​it frustrating​ ​that​ ​when​ ​the​ ​tester​ ​moved​ ​the​ ​mouse​ ​away​ ​from​ ​the​ ​filter​ ​options,​ ​they closed.​ ​The​ ​tester​ ​also​ ​said​ ​they​ ​specified​ ​“early​ ​childhood”​ ​but​ ​the​ ​Age​ ​Range​ ​showed 0-100. Leland​ ​(#23)​​ ​thought​ ​that​ ​this​ ​search​ ​was​ ​not​ ​as​ ​intuitive.​ ​She​ ​completed​ ​the​ ​other​ ​tasks easily​ ​and​ ​quickly,​ ​but​ ​this​ ​one​ ​required​ ​more​ ​filtering,​ ​and​ ​the​ ​terminology​ ​was unfamiliar​ ​to​ ​her​ ​(“early​ ​childhood​ ​for​ ​children​ ​aged​ ​5?”).​ ​There​ ​were​ ​lots​ ​of​ ​options,​ ​but they​ ​took​ ​a​ ​long​ ​time​ ​to​ ​pull​ ​up. Next,​ ​learn​ ​more​ ​about​ ​reserving​ ​space​ ​at​ ​a​ ​Chicago​ ​park​ ​for​ ​an​ ​upcoming  family​ ​gathering​ ​or​ ​event.​ ​Narrate​ ​your​ ​experience​ ​as​ ​you​ ​go​ ​through​ ​the  process​ ​of​ ​finding​ ​out​ ​this​ ​information.  “Permits​ ​&​ ​Rentals”​ ​>​ ​“Other​ ​Gathering​ ​&​ ​Events” 19%​ ​(4) “Permits​ ​&​ ​Rentals”​ ​>​ ​unspecified 19%​ ​(4) “Permits​ ​&​ ​Rentals”​ ​>​ ​“Weddings” 14%​ ​(3) Used​ ​search​ ​box 10%​ ​(2) 14
  15. 15. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Not​ ​applicable 10%​ ​(2) “Permits​ ​&​ ​Rentals”​ ​in​ ​Footer 5%​ ​(1) “Permits​ ​&​ ​Rentals”​ ​>​ ​“Athletic​ ​Events​ ​&​ ​Rentals” 5%​ ​(1) “Permits​ ​&​ ​Rentals”​ ​>​ ​“Special​ ​Event​ ​Venues” 5%​ ​(1) “Permits​ ​&​ ​Rentals”​ ​>​ ​Special​ ​Event​ ​FAQs 5%​ ​(1) “Permit​ ​&​ ​Rentals”​ ​>​ ​“Permit​ ​application​ ​process 5%​ ​(1) “Parks​ ​&​ ​Facilities”​ ​>​ ​“Find​ ​a​ ​Facility” 5%​ ​(1) 16​ ​testers​ ​began​ ​their​ ​search​ ​for​ ​space​ ​rental​ ​information​ ​from​ ​the​ ​“Permits​ ​and​ ​Rentals”​ ​menu category.​ ​5​ ​testers​ ​looked​ ​for​ ​more​ ​details​ ​on​ ​the​ ​“Special​ ​Event​ ​Permit​ ​Application​ ​Process” webpage,​ ​and​ ​4​ ​testers​ ​walked​ ​through​ ​the​ ​process​ ​of​ ​applying​ ​for​ ​a​ ​permit.​ ​3​ ​testers​ ​accessed the​ ​table​ ​of​ ​all​ ​permit​ ​fees,​ ​while​ ​3​ ​other​ ​testers​ ​found​ ​fee​ ​information​ ​on​ ​specific​ ​park​ ​pages. Here​ ​are​ ​some​ ​of​ ​their​ ​experiences: Angel​ ​(#8)​​ ​searched​ ​“reserving​ ​space”​ ​in​ ​the​ ​search​ ​bar,​ ​as​ ​she​ ​found​ ​that​ ​to​ ​be​ ​the most​ ​direct​ ​route​ ​for​ ​searches.​ ​She​ ​went​ ​to​ ​“Permits​ ​&​ ​Rentals”​ ​initially,​ ​then​ ​got​ ​a​ ​long list​ ​of​ ​parks​ ​and​ ​filtered​ ​it​ ​down​ ​by​ ​area.​ ​The​ ​tester​ ​initially​ ​chose​ ​Lincoln​ ​Park​ ​first​ ​but wasn't​ ​able​ ​to​ ​find​ ​outdoor​ ​only​ ​indoor​ ​rentals;​ ​then​ ​she​ ​chose​ ​to​ ​filter​ ​by​ ​Jackson​ ​Park and​ ​was​ ​able​ ​to​ ​find​ ​outdoor​ ​rental​ ​info.​ ​The​ ​tester​ ​said​ ​she​ ​believes​ ​that​ ​the​ ​information she​ ​got​ ​is​ ​applicable​ ​to​ ​any​ ​park. Hockey312​ ​(#9)​​ ​starts​ ​their​ ​search​ ​at​ ​“Permits​ ​&​ ​Rentals”​ ​and​ ​chose​ ​“Other Gatherings/Events”​ ​from​ ​the​ ​menu,​ ​as​ ​they​ ​envisioned​ ​a​ ​mock​ ​family​ ​reunion,​ ​but​ ​they have​ ​trouble​ ​identifying​ ​what​ ​category​ ​it​ ​would​ ​fit​ ​into​ ​and​ ​can't​ ​find​ ​an​ ​option​ ​for​ ​outdoor gatherings.​ ​The​ ​tester​ ​then​ ​clicks​ ​on​ ​“Other​ ​permit​ ​types”​ ​and​ ​“special​ ​event​ ​venues” and​ ​has​ ​no​ ​luck​ ​with​ ​either.​ ​Then​ ​Hockey312​ ​starts​ ​the​ ​Special​ ​Event​ ​Permit​ ​Application to​ ​“see​ ​what​ ​happens.”​ ​They​ ​run​ ​through​ ​the​ ​steps​ ​and​ ​fill​ ​out​ ​the​ ​form.​ ​The​ ​tester​ ​says, “The​ ​categories​ ​are​ ​very​ ​specific,​ ​so​ ​if​ ​you​ ​have​ ​something​ ​that​ ​doesn't​ ​fall​ ​in​ ​the category,​ ​it's​ ​not​ ​intuitive.​ ​[The]​ ​text​ ​is​ ​small.​ ​Parks​ ​are​ ​used​ ​for​ ​wide​ ​purposes,​ ​[and​ ​it] takes​ ​some​ ​poking​ ​around​ ​to​ ​figure​ ​out​ ​what​ ​you​ ​want​ ​in​ ​the​ ​end.” In​ ​the​ ​future,​ ​the​ ​Chicago​ ​Park​ ​District​ ​team​ ​wants​ ​to​ ​add​ ​a​ ​lakefront​ ​trail  map​ ​to​ ​their​ ​website.​ ​Where​ ​do​ ​you​ ​think​ ​would​ ​be​ ​the​ ​best​ ​place​ ​for​ ​it​ ​on  the​ ​website?​ ​Why?  “Parks​ ​&​ ​Facilities”​ ​menu 38%​ ​(8) Homepage 38%​ ​(8) New​ ​trails​ ​or​ ​map​ ​section 14%​ ​(3) Footer 5%​ ​(1) Not​ ​applicable 5%​ ​(1) 15
  16. 16. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Testers​ ​were​ ​split​ ​on​ ​their​ ​reasoning,​ ​some​ ​thinking​ ​that​ ​such​ ​a​ ​map​ ​would​ ​be​ ​very​ ​important​ ​to feature,​ ​while​ ​others​ ​thought​ ​it​ ​belonged​ ​embedded​ ​on​ ​existing​ ​park​ ​pages.​ ​Here​ ​are​ ​some​ ​of their​ ​responses. Rudy​ ​(#4)​​ ​said​ ​the​ ​information​ ​should​ ​be​ ​included​ ​on​ ​the​ ​homepage​ ​because​ ​“most people​ ​won't​ ​know​ ​that​ ​a​ ​trail​ ​equals​ ​a​ ​park.” Twiller39​ ​(#7)​​ ​said​ ​to​ ​include​ ​it​ ​under​ ​“Parks​ ​and​ ​Facilities,”​ ​and​ ​that​ ​CPD​ ​would​ ​have​ ​to “find​ ​a​ ​park​ ​closest​ ​to​ ​the​ ​trail​ ​because​ ​it’s​ ​not​ ​really​ ​important​ ​enough​ ​[for​ ​its​ ​own page].” Hockey312​ ​(#9)​​ ​recommended​ ​featuring​ ​the​ ​information​ ​right​ ​on​ ​the​ ​front​ ​page,​ ​and said​ ​that​ ​it​ ​should​ ​“have​ ​its​ ​own​ ​menu​ ​spot​ ​within​ ​parks​ ​or​ ​facilities,​ ​because​ ​it's​ ​very popular​ ​and​ ​a​ ​lot​ ​of​ ​people​ ​use​ ​[the​ ​lakefront​ ​trail].”​ ​As​ ​a​ ​runner​ ​she​ ​uses​ ​it​ ​often. Debian​ ​(#18)​​ ​said,​ ​“[There​ ​are]​ ​two​ ​ways​ ​to​ ​think​ ​about​ ​it​ ​-​ ​the​ ​Lakefront​ ​Trail​ ​portion that​ ​I​ ​would​ ​most​ ​likely​ ​access​ ​[is​ ​the]​ ​Calumet​ ​Beach​ ​Front.​ ​[I]​ ​might​ ​look​ ​for​ ​the​ ​park, or​ ​[I]​ ​might​ ​look​ ​under​ ​Facilities​ ​for​ ​the​ ​trail​ ​as​ ​a​ ​whole​ ​-​ ​some​ ​people​ ​may​ ​want​ ​to​ ​find the​ ​part​ ​of​ ​the​ ​trail​ ​they're​ ​familiar​ ​[with].” Based​ ​on​ ​today's​ ​experiences,​ ​what​ ​did​ ​you​ ​think​ ​was​ ​the​ ​easiest  information​ ​to​ ​find?  Park​ ​nearest​ ​to​ ​the​ ​library 24%​ ​(5) Information​ ​about​ ​permits 19%​ ​(4) Indoor​ ​pools 14%​ ​(3) Buckingham​ ​Fountain​ ​date 10%​ ​(2) Event​ ​information 10%​ ​(2) Fitness​ ​membership 10%​ ​(2) Dog-friendly​ ​park 5%​ ​(1) Gymnastics​ ​information 5%​ ​(1) All​ ​information​ ​equal 5%​ ​(1) Based​ ​on​ ​today's​ ​experiences,​ ​what​ ​did​ ​you​ ​think​ ​was​ ​the​ ​most​ ​challenging  information​ ​to​ ​find?  Gymnastics​ ​information 33%​ ​(7) Park​ ​nearest​ ​to​ ​the​ ​library 19%​ ​(4) Buckingham​ ​Fountain​ ​date 19%​ ​(4) Indoor​ ​pools 14%​ ​(3) 16
  17. 17. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Event​ ​information 5%​ ​(1) Fitness​ ​membership 5%​ ​(1) Dog-friendly​ ​park 5%​ ​(1) Facility​ ​features 5%​ ​(1) Based​ ​on​ ​today's​ ​experiences,​ ​how​ ​easy​ ​or​ ​difficult​ ​did​ ​you​ ​think​ ​it​ ​was​ ​to  use​ ​the​ ​Chicago​ ​Park​ ​District​ ​website?  5​ ​-​ ​Very​ ​easy 10%​ ​(2) 4​ ​-​ ​Easy 33%​ ​(7) 3​ ​-​ ​Neutral 43%​ ​(9) 2​ ​-​ ​Difficult 10%​ ​(2) 1​ ​-​ ​Very​ ​difficult 5%​ ​(1) What​ ​makes​ ​you​ ​say​ ​this?  Difficult/Very​ ​Difficult  Testers​ ​who​ ​described​ ​the​ ​Chicago​ ​Park​ ​District​ ​website​ ​as​ ​“very​ ​difficult”​ ​or​ ​“difficult”​ ​to​ ​use described​ ​obstacles​ ​presented​ ​to​ ​them​ ​by​ ​the​ ​site.​ ​​Twiller39​ ​(#7)​​ ​said​ ​their​ ​rating​ ​of​ ​“very difficult”​ ​was​ ​because​ ​of​ ​“me​ ​being​ ​a​ ​little​ ​bit​ ​older,​ ​maybe​ ​[better​ ​if​ ​I​ ​were]​ ​younger,​ ​more​ ​tech savvy.”​ ​​AmbitiousMoney​ ​(#14)​​ ​said,​ ​“It’s​ ​not​ ​so​ ​much​ ​difficult,​ ​but​ ​it​ ​is​ ​not​ ​user-friendly.​ ​It’s​ ​not high-tech,​ ​but​ ​it’s​ ​not​ ​bringing​ ​[me]​ ​to​ ​the​ ​results​ ​quickly.” Neutral  Testers​ ​who​ ​described​ ​CPD​ ​website​ ​use​ ​as​ ​“neutral”​ ​either​ ​weighed​ ​the​ ​easy​ ​and​ ​the​ ​difficult tasks​ ​equally​ ​or​ ​identified​ ​particular​ ​pain​ ​points​ ​that​ ​hindered​ ​their​ ​experiences.​ ​​Mia​ ​(#1)​ ​​said that​ ​some​ ​tasks​ ​were​ ​difficult​ ​and​ ​some​ ​were​ ​easier.​ ​​Hockey312​ ​(#9)​​ ​said,​ ​“The​ ​text​ ​is​ ​hard​ ​to read​ ​because​ ​it's​ ​small;​ ​the​ ​categories​ ​are​ ​not​ ​always​ ​intuitive,​ ​[and]​ ​some​ ​categories​ ​are missing;​ ​[it]​ ​took​ ​poking​ ​around​ ​and​ ​trial​ ​and​ ​error​ ​to​ ​find​ ​the​ ​right​ ​area​ ​[for​ ​information].” Noconnor​ ​(#19)​​ ​said​ ​the​ ​website​ ​is​ ​“Pretty​ ​good…​ ​how​ ​to​ ​use​ ​filtering​ ​could​ ​be​ ​clearer​ ​-- appropriately​ ​tagged​ ​and​ ​on​ ​the​ ​activity​ ​page.​ ​Search​ ​by​ ​location​ ​was​ ​off​ ​-​ ​[it]​ ​should​ ​have​ ​ZIP codes​ ​or​ ​neighborhoods​ ​instead​ ​of​ ​the​ ​heading​ ​'locations.’” Easy/Very​ ​Easy  Testers​ ​who​ ​said​ ​using​ ​the​ ​CPD​ ​website​ ​was​ ​“easy”​ ​or​ ​“very​ ​easy”​ ​either​ ​referenced​ ​specific qualities​ ​(like​ ​tech​ ​savvy​ ​or​ ​prior​ ​knowledge)​ ​that​ ​they​ ​as​ ​users​ ​possessed​ ​or​ ​thought​ ​the​ ​site was​ ​straightforward.​ ​​Concerts​ ​at​ ​Grant​ ​Park​ ​(#16)​​ ​said,​ ​“It​ ​was​ ​intuitive​ ​where​ ​things​ ​were located;​ ​there​ ​was​ ​a​ ​lot​ ​more​ ​information​ ​than​ ​[I]​ ​was​ ​expecting.”​ ​​Maria​ ​in​ ​Harrison​ ​Park​ ​(#5) said,​ ​“I'm​ ​on​ ​the​ ​computer​ ​a​ ​lot,​ ​so​ ​[I​ ​am]​ ​tech​ ​savvy...if​ ​it​ ​was​ ​my​ ​mom,​ ​she​ ​would​ ​have​ ​a​ ​hard time.”​ ​​Debian​ ​(#18)​​ ​said,​ ​“For​ ​me​ ​personally,​ ​I've​ ​used​ ​this​ ​site​ ​before,​ ​I​ ​have​ ​an​ ​idea​ ​of​ ​the 17
  18. 18. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 data​ ​available​ ​and​ ​some​ ​architecture​ ​behind​ ​that​ ​data.​ ​[I​ ​would​ ​say]​ ​3.5​ ​if​ ​I​ ​were​ ​naive​ ​to​ ​this site.​ ​I​ ​also​ ​think​ ​I​ ​have​ ​some​ ​geographical​ ​knowledge​ ​of​ ​the​ ​city.” What​ ​value,​ ​if​ ​any,​ ​does​ ​the​ ​Chicago​ ​Park​ ​District​ ​website​ ​currently​ ​bring  to​ ​your​ ​experiences​ ​with​ ​Chicago​ ​parks?  6​ ​testers​ ​said​ ​they​ ​find​ ​the​ ​greatest​ ​value​ ​in​ ​the​ ​possibility​ ​of​ ​finding​ ​more​ ​information​ ​about different​ ​parks​ ​and​ ​facilities​ ​that​ ​they​ ​don’t​ ​already​ ​know​ ​about.​ ​​Concerts​ ​at​ ​Grant​ ​Park​ ​(#16) said​ ​the​ ​website​ ​“provides​ ​a​ ​one-stop​ ​resource​ ​instead​ ​of​ ​having​ ​to​ ​walk​ ​around​ ​and​ ​see​ ​what's where;​ ​[I]​ ​didn't​ ​realize​ ​there​ ​were​ ​facilities​ ​like​ ​the​ ​fitness​ ​centers​ ​and​ ​pricing​ ​on​ ​the​ ​website.” 5​ ​testers​ ​said​ ​that​ ​they​ ​value​ ​being​ ​able​ ​to​ ​find​ ​information​ ​about​ ​fees​ ​and​ ​schedules​ ​on​ ​the CPD​ ​website. 4​ ​testers​ ​said​ ​that​ ​their​ ​participation​ ​in​ ​this​ ​CUTGroup​ ​test​ ​taught​ ​them​ ​new​ ​things​ ​about​ ​the resources​ ​offered​ ​by​ ​CPD.​ ​​Debian​ ​(#18)​​ ​said,​ ​“I​ ​learned​ ​things​ ​about​ ​the​ ​parks​ ​today​ ​just​ ​doing the​ ​exercise​ ​today.​ ​[I]​ ​didn't​ ​know​ ​about​ ​the​ ​indoor​ ​swimming​ ​pools…​ ​the​ ​website​ ​has​ ​taught me​ ​more​ ​about​ ​the​ ​park​ ​system​ ​than​ ​I​ ​knew​ ​was​ ​possible.” 3​ ​testers​ ​mentioned​ ​that​ ​they​ ​find​ ​value​ ​in​ ​learning​ ​about​ ​opportunities​ ​for​ ​their​ ​families​ ​and/or communities.1​ ​tester​ ​said​ ​they​ ​value​ ​the​ ​ability​ ​to​ ​register​ ​for​ ​programs​ ​online​ ​rather​ ​than​ ​in person.​ ​1​ ​other​ ​tester,​ ​​Walking​ ​around​ ​the​ ​city​ ​(#6)​,​ ​said,​ ​“[I]​ ​like​ ​the​ ​detailed​ ​write-ups.​ ​[I] contribute​ ​to​ ​a​ ​local​ ​newspaper​ ​and​ ​did​ ​a​ ​round-up​ ​on​ ​Maggie​ ​Daley​ ​Park;​ ​[I]​ ​used​ ​the​ ​site​ ​for info​ ​and​ ​contacts. Tester​ ​​Yoga​ ​Goer​ ​in​ ​the​ ​Park​ ​(#22)​​ ​said​ ​they​ ​have​ ​never​ ​really​ ​visited​ ​the​ ​site​ ​except​ ​for Movies​ ​in​ ​the​ ​Park​ ​information. What​ ​value,​ ​if​ ​any,​ ​could​ ​the​ ​Chicago​ ​Park​ ​District​ ​website​ ​bring​ ​to​ ​your  experiences​ ​with​ ​Chicago​ ​parks​ ​if​ ​changes​ ​were​ ​made?  5​ ​testers​ ​said​ ​that​ ​they​ ​would​ ​value​ ​an​ ​easier/faster​ ​user​ ​experience​ ​from​ ​an​ ​improved​ ​CPD website.​ ​​Mia​ ​(#1)​​ ​said​ ​she​ ​hoped​ ​for​ ​“an​ ​easier​ ​experience.​ ​[I]​ ​would​ ​use​ ​[the​ ​site]​ ​more frequently​ ​if​ ​more​ ​user-friendly.” 5​ ​testers​ ​expressed​ ​a​ ​desire​ ​for​ ​an​ ​improved​ ​ability​ ​to​ ​search​ ​by​ ​location​ ​or​ ​map.​ ​​Debian​ ​(#18) said,​ ​“I​ ​would​ ​like​ ​an​ ​option​ ​for​ ​results​ ​to​ ​sort​ ​by​ ​proximity​ ​to​ ​a​ ​location.​ ​Clicking​ ​on​ ​the​ ​search button​ ​after​ ​the​ ​filter​ ​selection​ ​was​ ​not​ ​intuitive.”​ ​​Twiller39​ ​(#7)​​ ​said​ ​they​ ​would​ ​value​ ​being​ ​able to​ ​“assess​ ​the​ ​parks​ ​closest​ ​to​ ​me​ ​to​ ​know​ ​where​ ​particular​ ​facilities​ ​and​ ​events​ ​that​ ​interest​ ​me [are].” 18
  19. 19. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 2​ ​testers​ ​thought​ ​it​ ​would​ ​be​ ​valuable​ ​to​ ​be​ ​able​ ​to​ ​get​ ​customized​ ​information​ ​about​ ​relevant parks​ ​sent​ ​to​ ​them​ ​directly.​ ​​Hockey312​​ ​​(#9)​​ ​said​ ​they​ ​would​ ​like​ ​to​ ​“sign​ ​up​ ​for​ ​alerts,​ ​search more​ ​specifically​ ​for​ ​custom​ ​search​ ​results,​ ​[and]​ ​get​ ​custom​ ​emails​ ​tailored​ ​to​ ​location​ ​with events​ ​and​ ​news​ ​specific​ ​to​ ​search​ ​options.” 4​ ​testers​ ​mentioned​ ​that​ ​they​ ​would​ ​like​ ​to​ ​search​ ​more​ ​options​ ​about​ ​programming​ ​and​ ​events, including​ ​“family​ ​fun.” 2​ ​testers​ ​addressed​ ​accessibility​ ​information.​ ​​Pita​ ​(#17)​,​ ​said​ ​that​ ​it​ ​would​ ​be​ ​valuable​ ​“just knowing​ ​what​ ​my​ ​experience​ ​would​ ​be​ ​like​ ​with​ ​a​ ​service​ ​dog.”​ ​​Eddy​​ ​said​ ​he’d​ ​like​ ​to​ ​know about​ ​senior​ ​discounts:​ ​“and​ ​I​ ​mean​ ​real​ ​ones.​ ​Most​ ​seniors​ ​can't​ ​afford​ ​the​ ​prices​ ​as​ ​they currently​ ​are.” 2​ ​testers​ ​mentioned​ ​looking​ ​forward​ ​to​ ​a​ ​lakefront​ ​trail​ ​map. 2​ ​testers​ ​did​ ​not​ ​predict​ ​any​ ​additional​ ​value​ ​from​ ​the​ ​site. What​ ​improvements​ ​would​ ​you​ ​make​ ​to​ ​Chicago​ ​Park​ ​District​ ​website​ ​to  make​ ​this​ ​site​ ​easier​ ​to​ ​use​ ​or​ ​something​ ​you'll​ ​use​ ​again?  Many​ ​testers​ ​recommended​ ​making​ ​improvements​ ​to​ ​the​ ​way​ ​that​ ​information​ ​searches​ ​take place​ ​on​ ​the​ ​CPD​ ​website.​ ​5​ ​testers​ ​recommended​ ​making​ ​improvements​ ​to​ ​searchability​ ​by map​ ​and​ ​by​ ​ZIP​ ​codes.​ ​​Debian​ ​(#18)​​ ​said,​ ​“[Searching​ ​by]​ ​ZIP​ ​code​ ​is​ ​better​ ​because​ ​you​ ​can search​ ​facilities​ ​as​ ​well.​ ​Facility​ ​filters​ ​do​ ​not​ ​account​ ​for​ ​ZIP​ ​codes…​ ​[In​ ​Map​ ​View,]​ ​push​ ​pins should​ ​have​ ​a​ ​hover​ ​tool​ ​tip​ ​with​ ​the​ ​park​ ​name.​ ​The​ ​green​ ​area​ ​has​ ​the​ ​tool​ ​tip​ ​but​ ​the​ ​push​ ​pin should​ ​have​ ​the​ ​information​ ​on​ ​it,​ ​too.​ ​Zoom​ ​out​ ​to​ ​see​ ​the​ ​green​ ​area​ ​of​ ​the​ ​park,​ ​[it’s]​ ​zoomed in​ ​by​ ​default​ ​so​ ​you​ ​don't​ ​necessarily​ ​see​ ​the​ ​tool​ ​tip.” 2​ ​testers​ ​recommended​ ​adding​ ​more​ ​responsive​ ​key​ ​terms​ ​to​ ​the​ ​search​ ​function​ ​to​ ​find information​ ​more​ ​quickly.​ ​​Angel​ ​(#8)​​ ​said,​ ​“In​ ​the​ ​search,​ ​have​ ​more​ ​keywords​ ​that​ ​will​ ​pull​ ​up info​ ​being​ ​sought.​ ​Make​ ​map​ ​easier​ ​to​ ​use​ ​on​ ​mobile​ ​devices​ ​as​ ​[it]​ ​was​ ​difficult​ ​to​ ​find​ ​specific locations​ ​on​ ​Android.” 2​ ​testers​ ​suggested​ ​making​ ​search​ ​filters​ ​more​ ​visible​ ​to​ ​website​ ​users.​ ​​Lauren1​ ​(#19)​​ ​said, “Let​ ​users​ ​know​ ​that​ ​filtering​ ​is​ ​an​ ​option​ ​rather​ ​than​ ​'show​ ​search​ ​options’​ ​--​ ​[instead]​ ​'filter search​ ​options'​ ​and​ ​offer​ ​a​ ​range​ ​of​ ​ways​ ​to​ ​search​ ​for​ ​listings…​ ​Instead​ ​of​ ​'location,'​ ​it​ ​should say​ ​Park​ ​Name.​ ​It​ ​was​ ​a​ ​misnomer.” 2​ ​testers​ ​recommended​ ​adding​ ​a​ ​more​ ​prominent​ ​search​ ​button​ ​next​ ​to​ ​these​ ​filters​ ​so​ ​that users​ ​don’t​ ​have​ ​to​ ​scroll​ ​down​ ​to​ ​submit​ ​a​ ​search​ ​query.​ ​​Debian​ ​(#18)​​ ​said,​ ​“Add​ ​a​ ​button 19
  20. 20. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 "GO"​ ​next​ ​to​ ​the​ ​filter​ ​options​ ​nuisance​ ​to​ ​scroll​ ​down​ ​to​ ​the​ ​search​ ​button,​ ​may​ ​be​ ​good​ ​to​ ​see that​ ​other​ ​filter​ ​options​ ​are​ ​available​ ​not​ ​immediately​ ​visible​ ​that​ ​these​ ​are​ ​filters​ ​and​ ​not searching​ ​options​ ​(like​ ​a​ ​search​ ​box). 4​ ​testers​ ​suggested​ ​improving​ ​the​ ​mobile​ ​experience​ ​for​ ​smartphone​ ​visitors​ ​to​ ​the​ ​CPD website.​ ​​Walking​ ​around​ ​the​ ​city​ ​(#6)​​ ​recommended​ ​improving​ ​the​ ​site​ ​to​ ​make​ ​it​ ​“More mobile​ ​responsive,​ ​better​ ​for​ ​the​ ​mobile​ ​user.​ ​[It’s]​ ​challenging​ ​to​ ​scroll​ ​to​ ​the​ ​rest​ ​of​ ​the​ ​page.” 2​ ​testers​ ​recommended​ ​improvements​ ​to​ ​the​ ​accessibility​ ​features​ ​of​ ​the​ ​website.​​ ​Pita​ ​(#17) never​ ​clicked​ ​on​ ​accessibility​ ​link,​ ​saying,​ ​“what​ ​is​ ​it​ ​gonna​ ​do​ ​for​ ​me?​ ​If​ ​you​ ​do​ ​it​ ​right,​ ​you don't​ ​need​ ​it.”​ ​She​ ​wondered​ ​whether​ ​the​ ​link​ ​was​ ​for​ ​facilities​ ​and​ ​programs​ ​or​ ​for​ ​the​ ​CPD website.​ ​​Twiller39​ ​(#7)​​ ​said​ ​there​ ​should​ ​be​ ​“icons​ ​and​ ​[make]​ ​the​ ​wording​ ​bigger​ ​for individuals​ ​older​ ​or​ ​with​ ​vision​ ​impairments.​ ​Bolder​ ​print.” 2​ ​testers​ ​recommended​ ​adding​ ​more​ ​terms​ ​and​ ​links​ ​to​ ​the​ ​navigation​ ​bar’s​ ​menus.​ ​Other suggestions​ ​included​ ​better​ ​integration​ ​of​ ​information​ ​sharing​ ​options,​ ​making​ ​more​ ​events display​ ​when​ ​users​ ​click​ ​through​ ​to​ ​“Events,”​ ​and​ ​adding​ ​more​ ​pictures​ ​to​ ​the​ ​website. Was​ ​this​ ​your​ ​first​ ​CUTGroup​ ​test?  Yes 57%​ ​(12) No 43%​ ​(9) Do​ ​you​ ​like​ ​the​ ​CUTGroup?  Yes 100%​ ​(21) No 0%​ ​(0) Did​ ​you​ ​like​ ​this​ ​CUTGroup​ ​test?  Yes 95%​ ​​(20) No 5%​ ​(1) Anything​ ​else​ ​to​ ​add​ ​about​ ​CUTGroup?  “If​ ​it’s​ ​[supposed​ ​to​ ​be]​ ​half​ ​an​ ​hour,​ ​then​ ​should​ ​keep​ ​to​ ​half​ ​an​ ​hour.”​ ​-​ ​​Mia​ ​(#1) “Reminded​ ​[me]​ ​of​ ​a​ ​scavenger​ ​hunt!”​ ​-​ ​​Walking​ ​around​ ​the​ ​city​ ​(#6) “I​ ​would​ ​like​ ​to​ ​do​ ​your​ ​job​ ​one​ ​of​ ​these​ ​days.”​ ​-​ ​​Eddy​ ​(#13) “This​ ​test​ ​was​ ​painful;​ ​longer​ ​than​ ​expected.”​ ​-​ ​​Pita​ ​(#17) 20
  21. 21. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Results  The​ ​main​ ​goal​ ​of​ ​this​ ​CUTGroup​ ​test​ ​was​ ​to​ ​understand​ ​how​ ​testers​ ​navigate​ ​and​ ​use​ ​the Chicago​ ​Park​ ​District​ ​website.​ ​We​ ​wanted​ ​to​ ​capture​ ​how​ ​residents​ ​search​ ​for​ ​information​ ​and how​ ​they​ ​identify​ ​improvements​ ​that​ ​would​ ​make​ ​search​ ​and​ ​navigation​ ​easier.​ ​Lastly,​ ​we hoped​ ​this​ ​test​ ​will​ ​give​ ​the​ ​Chicago​ ​Park​ ​District​ ​insights​ ​on​ ​how​ ​to​ ​proceed​ ​with​ ​their​ ​redesign in​ ​the​ ​future. Many​ ​testers​ ​had​ ​trouble​ ​indicating​ ​whether​ ​or​ ​not searching​ ​for​ ​information​ ​on​ ​this​ ​website​ ​was​ ​easy​ ​or difficult. In​ ​total,​ ​testers​ ​were​ ​asked​ ​to​ ​complete​ ​8​ ​unique​ ​tasks​ ​in​ ​this​ ​CUTGroup​ ​test.​ ​At​ ​the​ ​end​ ​of​ ​this CUTGroup​ ​test,​ ​we​ ​asked​ ​testers​ ​how​ ​easy​ ​or​ ​difficult​ ​it​ ​is​ ​to​ ​use​ ​the​ ​CPD​ ​website;​ ​a​ ​plurality​ ​of 9​ ​testers​ ​(43%)​ ​said​ ​it​ ​was​ ​“neutral,”​ ​either​ ​weighing​ ​the​ ​easy​ ​and​ ​the​ ​difficult​ ​tasks​ ​equally,​ ​or identifying​ ​particular​ ​pain​ ​points​ ​that​ ​hindered​ ​their​ ​experiences. One​ ​of​ ​these​ ​pain​ ​points​ ​was​ ​the​ ​functionality​ ​of​ ​the​ ​website’s​ ​search​ ​functions.​ ​There​ ​are several​ ​possible​ ​changes​ ​that​ ​could​ ​be​ ​implemented​ ​into​ ​a​ ​redesigned​ ​site​ ​that​ ​would​ ​increase the​ ​ease​ ​of​ ​searching​ ​for​ ​specific​ ​information. Broaden​ ​allowable​ ​key​ ​terms​ ​in​ ​search​ ​box. Throughout​ ​the​ ​CUTGroup​ ​test,​ ​testers​ ​experienced​ ​varying​ ​degrees​ ​of​ ​success​ ​in​ ​using​ ​the search​ ​box​ ​to​ ​complete​ ​their​ ​tasks.​ ​Testers​ ​liked​ ​the​ ​availability​ ​of​ ​suggested​ ​search​ ​terms,​ ​but there​ ​were​ ​multiple​ ​instances​ ​during​ ​test​ ​tasks​ ​when​ ​the​ ​first​ ​choice​ ​of​ ​the​ ​user​ ​would​ ​be​ ​to enter​ ​a​ ​key​ ​term​ ​and​ ​a​ ​ZIP​ ​code​ ​into​ ​the​ ​search​ ​box.​ ​These​ ​searches​ ​sometimes​ ​led​ ​to​ ​relevant information,​ ​but​ ​often​ ​did​ ​not​ ​--​ ​for​ ​instance,​ ​when​ ​tester​ ​​Mia​ ​(#1)​​ ​searched​ ​“dog​ ​park​ ​60610,” but​ ​the​ ​returned​ ​results​ ​were​ ​confusing,​ ​and​ ​she​ ​could​ ​not​ ​identify​ ​the​ ​dog​ ​park​ ​nearest​ ​to​ ​her home. Although​ ​ZIP​ ​code​ ​search​ ​is​ ​built​ ​into​ ​the​ ​“Find​ ​a​ ​Park”​ ​and​ ​“Find​ ​a​ ​Facility”​ ​functions,​ ​it​ ​is​ ​likely that​ ​CPD​ ​site​ ​visitor​ ​will​ ​continue​ ​to​ ​search​ ​using​ ​ZIP​ ​codes​ ​in​ ​the​ ​search​ ​box.​ ​A​ ​possible solution​ ​to​ ​increase​ ​the​ ​effectiveness​ ​of​ ​these​ ​search​ ​queries​ ​would​ ​be​ ​to​ ​prompt​ ​users​ ​who enter​ ​in​ ​geographic​ ​data​ ​like​ ​ZIP​ ​codes​ ​to​ ​instead​ ​access​ ​one​ ​of​ ​the​ ​aforementioned​ ​search tools.​ ​For​ ​instance,​ ​the​ ​results​ ​of​ ​a​ ​search​ ​of​ ​“dog​ ​park​ ​60610”​ ​might​ ​be​ ​accompanied​ ​by​ ​a simple​ ​linked​ ​statement:​ ​“I​ ​see​ ​you’re​ ​searching​ ​for​ ​something​ ​near​ ​60610.​ ​Have​ ​you​ ​tried searching​ ​by​ ​Park​ ​or​ ​Facility?”​ ​Directing​ ​users​ ​to​ ​take​ ​advantage​ ​of​ ​these​ ​more​ ​customizable search​ ​tools​ ​could​ ​reduce​ ​search​ ​times​ ​and​ ​help​ ​them​ ​find​ ​accurate​ ​information​ ​more​ ​quickly. 21
  22. 22. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 Increase​ ​the​ ​visibility​ ​of​ ​search​ ​filters. Difficulty​ ​using​ ​search​ ​filters​ ​was​ ​one​ ​of​ ​the​ ​recurring​ ​challenges​ ​that​ ​testers​ ​encountered during​ ​park​ ​and​ ​facility​ ​search​ ​tasks.​ ​Notably,​ ​after​ ​completing​ ​the​ ​indoor​ ​pool​ ​task,​ ​3​ ​testers expressed​ ​a​ ​desire​ ​for​ ​filtering​ ​by​ ​descriptors​ ​like​ ​“indoor”​ ​and​ ​“zero​ ​depth​ ​entry”;​ ​they​ ​didn’t​ ​see that​ ​those​ ​filters​ ​are​ ​already​ ​present​ ​on​ ​the​ ​“Find​ ​a​ ​Facility”​ ​page.​ ​Search​ ​filters​ ​like​ ​these​ ​are currently​ ​present,​ ​nested​ ​underneath​ ​dropdown​ ​categories​ ​like​ ​“By​ ​Descriptor”​ ​or​ ​“By​ ​Facility,” which​ ​are​ ​closed​ ​by​ ​default.​ ​Additionally,​ ​these​ ​filter​ ​menus​ ​appear​ ​underneath​ ​the​ ​search headings,​ ​but​ ​they​ ​are​ ​not​ ​described​ ​as​ ​“filters.” Site​ ​users​ ​might​ ​experience​ ​greater​ ​ease​ ​in​ ​searching​ ​if​ ​the​ ​visibility​ ​of​ ​these​ ​existing​ ​filters were​ ​increased.​ ​One​ ​possible​ ​solution​ ​is​ ​to​ ​cue​ ​users​ ​to​ ​filter​ ​their​ ​searches​ ​by​ ​adding prominent,​ ​familiar​ ​language​ ​like​ ​“Filter​ ​search​ ​results”​ ​or​ ​“Advanced​ ​Search”​ ​to​ ​the​ ​initial search​ ​page.​ ​Another​ ​way​ ​to​ ​guide​ ​users​ ​might​ ​be​ ​to​ ​add​ ​the​ ​prefix​ ​“Filter​ ​by”​ ​to​ ​the​ ​categories. For​ ​example,​ ​use​ ​“Filter​ ​by​ ​Descriptor”​ ​instead​ ​of​ ​just​ ​“By​ ​Descriptor.” Testers​ ​also​ ​recommended​ ​adding​ ​a​ ​more​ ​prominent​ ​search​ ​button,​ ​like​ ​an​ ​arrow​ ​or​ ​a​ ​“GO” button,​ ​adjacent​ ​to​ ​these​ ​filters​ ​so​ ​that​ ​users​ ​wouldn’t​ ​have​ ​to​ ​scroll​ ​down​ ​to​ ​submit​ ​filtered search​ ​queries. Testers​ ​thought​ ​that​ ​information​ ​and​ ​search​ ​results​ ​could be​ ​more​ ​relevant​ ​to​ ​them​ ​with​ ​more​ ​options​ ​to​ ​search​ ​by location​ ​or​ ​audience. Throughout​ ​the​ ​tasks​ ​of​ ​this​ ​CUTGroup​ ​test,​ ​testers​ ​encountered​ ​some​ ​difficulty​ ​in​ ​parsing​ ​what information​ ​was​ ​relevant​ ​to​ ​their​ ​tasks,​ ​whether​ ​based​ ​on​ ​location​ ​or​ ​audiences​ ​served.​ ​Here are​ ​some​ ​changes​ ​that​ ​could​ ​be​ ​made​ ​to​ ​improve​ ​the​ ​relevance​ ​of​ ​users’​ ​searches. Allow​ ​users​ ​to​ ​search​ ​for​ ​parks​ ​and​ ​facilities​ ​by​ ​address. In​ ​the​ ​location​ ​search​ ​tasks,​ ​several​ ​testers​ ​experienced​ ​confusion​ ​over​ ​which​ ​of​ ​the​ ​returned search​ ​results​ ​were​ ​nearest​ ​to​ ​their​ ​intended​ ​locations​ ​even​ ​after​ ​they​ ​used​ ​a​ ​location​ ​filter​ ​to narrow​ ​their​ ​searches;​ ​this​ ​is​ ​likely​ ​due​ ​to​ ​the​ ​large​ ​footprints​ ​that​ ​many​ ​ZIP​ ​codes​ ​and community​ ​areas​ ​have.​ ​For​ ​example,​ ​during​ ​the​ ​park​ ​search,​ ​​Twiller39​ ​(#7)​​ ​assumed​ ​that​ ​the first​ ​result​ ​from​ ​their​ ​search​ ​by​ ​community​ ​area​ ​would​ ​be​ ​the​ ​closest​ ​to​ ​the​ ​test​ ​location​ ​library simply​ ​because​ ​it​ ​was​ ​first. Although​ ​ZIP​ ​code​ ​and​ ​neighborhood​ ​search​ ​exist,​ ​the​ ​results​ ​don’t​ ​sort​ ​based​ ​on​ ​proximity​ ​to​ ​a point​ ​within​ ​that​ ​ZIP​ ​code.​ ​Moreover,​ ​users​ ​don’t​ ​always​ ​know​ ​what​ ​their​ ​neighborhoods’​ ​official boundaries​ ​are. 22
  23. 23. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 The​ ​most​ ​straightforward​ ​solution​ ​to​ ​this​ ​challenge​ ​would​ ​be​ ​to​ ​add​ ​a​ ​“Search​ ​by​ ​Address” function.​ ​Users​ ​would​ ​able​ ​to​ ​enter​ ​a​ ​fixed​ ​address​ ​into​ ​the​ ​search​ ​as​ ​a​ ​selector,​ ​and​ ​the​ ​search would​ ​return​ ​results​ ​that​ ​would​ ​be​ ​sorted​ ​by​ ​distance​ ​from​ ​that​ ​point.​ ​This​ ​would​ ​help​ ​alleviate some​ ​of​ ​the​ ​confusion​ ​over​ ​which​ ​parks​ ​or​ ​facilities​ ​were​ ​nearest​ ​to​ ​the​ ​desired​ ​location. Another​ ​possible​ ​solution​ ​would​ ​be​ ​adding​ ​a​ ​location​ ​access​ ​request​ ​from​ ​the​ ​Chicago​ ​Park District​ ​website​ ​to​ ​the​ ​user.​ ​If​ ​a​ ​site​ ​visitor​ ​gave​ ​permission​ ​for​ ​the​ ​website​ ​to​ ​access​ ​their specific​ ​location,​ ​query​ ​results​ ​could​ ​be​ ​sorted​ ​by​ ​distance​ ​from​ ​that​ ​point​ ​by​ ​default; additionally,​ ​the​ ​map​ ​view​ ​of​ ​results​ ​could​ ​display​ ​a​ ​beacon​ ​to​ ​indicate​ ​where​ ​the​ ​visitor​ ​was access​ ​the​ ​website​ ​from.​ ​Clarifications​ ​like​ ​these​ ​could​ ​help​ ​visitors​ ​quickly​ ​obtain​ ​more​ ​relevant search​ ​results. Eliminate​ ​or​ ​preempt​ ​search​ ​radius​ ​from​ ​denying​ ​search​ ​results. There​ ​were​ ​several​ ​instances​ ​throughout​ ​the​ ​CUTGroup​ ​test​ ​when​ ​testers​ ​were​ ​unable​ ​to​ ​find meaningful​ ​results​ ​because​ ​of​ ​the​ ​radius​ ​of​ ​their​ ​ZIP​ ​code​ ​search.​ ​For​ ​example,​ ​while​ ​looking for​ ​the​ ​indoor​ ​pool​ ​nearest​ ​to​ ​his​ ​home,​ ​the​ ​initial​ ​combination​ ​of​ ​​Regular​ ​Guy’s​ ​(#21)​​ ​ZIP​ ​code and​ ​the​ ​“indoor​ ​pool”​ ​descriptors​ ​yield​ ​any​ ​results.​ ​During​ ​the​ ​task​ ​of​ ​finding​ ​a​ ​dog-friendly​ ​park nearest​ ​to​ ​their​ ​homes,​ ​7​ ​testers​ ​found​ ​that​ ​filtering​ ​results​ ​by​ ​their​ ​ZIP​ ​code​ ​or​ ​Community​ ​Area yielded​ ​no​ ​results​ ​because​ ​there​ ​were​ ​no​ ​dog-friendly​ ​parks​ ​in​ ​their​ ​areas,​ ​and​ ​they​ ​had​ ​to expand​ ​their​ ​search​ ​areas. This​ ​process​ ​can​ ​be​ ​eased​ ​and​ ​even​ ​shortened​ ​by​ ​making​ ​changes​ ​to​ ​the​ ​way​ ​that​ ​ZIP​ ​code search​ ​works.​ ​One​ ​possible​ ​solution​ ​is​ ​to​ ​prompt​ ​users​ ​to​ ​expand​ ​the​ ​radius​ ​of​ ​their​ ​search.​ ​A ZIP​ ​code​ ​search​ ​with​ ​too​ ​small​ ​of​ ​a​ ​radius​ ​(the​ ​default​ ​is​ ​1​ ​mile)​ ​results​ ​in​ ​a​ ​page​ ​that​ ​says, “Your​ ​Zip​ ​Code​ ​search​ ​for​ ​"606__"​ ​returned​ ​0​ ​results.”​ ​The​ ​returned​ ​text​ ​could​ ​go​ ​on​ ​to recommend​ ​that​ ​users​ ​try​ ​expanding​ ​the​ ​radius. Another​ ​solution​ ​is​ ​to​ ​eliminate​ ​the​ ​search​ ​radius​ ​entirely;​ ​in​ ​this​ ​scenario,​ ​when​ ​a​ ​user​ ​enters their​ ​ZIP​ ​code​ ​to​ ​search​ ​for​ ​a​ ​facility,​ ​the​ ​returned​ ​search​ ​results​ ​could​ ​include​ ​an​ ​estimated distance​ ​from​ ​the​ ​searched​ ​ZIP​ ​code​ ​and​ ​the​ ​ability​ ​to​ ​sort​ ​the​ ​results​ ​by​ ​distance. Make​ ​Map​ ​view​ ​of​ ​search​ ​results​ ​more​ ​prominent Across​ ​the​ ​three​ ​tasks​ ​in​ ​which​ ​it​ ​was​ ​tracked​ ​(Park​ ​nearest​ ​to​ ​the​ ​library,​ ​Indoor​ ​pools,​ ​and Dog​ ​friendly​ ​park),​ ​73%​ ​of​ ​testers’​ ​searches​ ​were​ ​primarily​ ​conducted​ ​using​ ​list​ ​view;​ ​only​ ​8%​ ​of searches​ ​used​ ​the​ ​website’s​ ​map​ ​view.​ ​However,​ ​particularly​ ​in​ ​the​ ​search​ ​for​ ​nearby​ ​parks, testers​ ​had​ ​difficulty​ ​identifying​ ​which​ ​of​ ​the​ ​listed​ ​search​ ​results​ ​were​ ​nearest,​ ​and​ ​tester​ ​​Eddy (#13)​​ ​even​ ​said​ ​that​ ​he​ ​needed​ ​a​ ​satellite​ ​view,​ ​apparently​ ​not​ ​realizing​ ​there​ ​was​ ​a​ ​map​ ​view option. 23
  24. 24. CUTGroup​ ​#30-​ ​Chicago​ ​Park​ ​District​ ​Website In-person​ ​test​ ​on​ ​Wednesday,​ ​February​ ​8,​ ​2017 This​ ​navigational​ ​confusion​ ​could​ ​be​ ​eased​ ​if​ ​map​ ​view​ ​results​ ​were​ ​made​ ​more​ ​apparent.​ ​On the​ ​current​ ​website,​ ​the​ ​toggle​ ​between​ ​“List​ ​view”​ ​and​ ​“Map”​ ​is​ ​small​ ​and​ ​inconspicuous,​ ​above the​ ​search​ ​results​ ​and​ ​filter​ ​and​ ​below​ ​the​ ​heading.​ ​This​ ​text​ ​could​ ​be​ ​enlarged​ ​and​ ​emphasized to​ ​call​ ​users’​ ​attention​ ​to​ ​the​ ​map​ ​option. Another​ ​possible​ ​solution​ ​would​ ​be​ ​to​ ​guide​ ​users​ ​to​ ​the​ ​map​ ​by​ ​showing​ ​it​ ​to​ ​them​ ​right​ ​away. The​ ​default​ ​of​ ​displayed​ ​search​ ​results​ ​could​ ​be​ ​a​ ​list​ ​accompanied​ ​by​ ​a​ ​small​ ​map​ ​to​ ​the​ ​side, with​ ​the​ ​option​ ​to​ ​toggle​ ​to​ ​or​ ​expand​ ​the​ ​map. Send​ ​or​ ​display​ ​customized​ ​information​ ​to​ ​users​ ​based​ ​on​ ​location​ ​and demographic. When​ ​asked​ ​about​ ​the​ ​value​ ​a​ ​redesigned​ ​Chicago​ ​Park​ ​District​ ​website​ ​could​ ​have​ ​to​ ​them,​ ​2 testers​ ​said​ ​it​ ​would​ ​be​ ​valuable​ ​to​ ​be​ ​able​ ​to​ ​get​ ​customized​ ​information​ ​about​ ​the​ ​most​ ​nearby and​ ​relevant​ ​parks. This​ ​could​ ​be​ ​addressed​ ​by​ ​allowing​ ​users​ ​to​ ​assign​ ​a​ ​park​ ​or​ ​community​ ​area​ ​as​ ​their homebase.​ ​New​ ​users​ ​to​ ​the​ ​park​ ​could​ ​be​ ​prompted​ ​to​ ​“Choose​ ​My​ ​Park”​ ​when​ ​they​ ​access the​ ​CPD​ ​website​ ​for​ ​the​ ​first​ ​time,​ ​and​ ​this​ ​could​ ​indicate​ ​some​ ​of​ ​the​ ​links​ ​that​ ​would​ ​be displayed​ ​on​ ​the​ ​homepage,​ ​as​ ​well​ ​as​ ​featured​ ​search​ ​results.​ ​This​ ​information​ ​could​ ​then​ ​be retained​ ​for​ ​future​ ​visits. Another​ ​possible​ ​solution​ ​is​ ​the​ ​creation​ ​of​ ​customized​ ​alerts.​ ​Right​ ​now,​ ​the​ ​current​ ​CPD​ ​email newsletter​ ​sign-up​ ​offers​ ​only​ ​a​ ​few​ ​choices​ ​for​ ​content​ ​customization.​ ​A​ ​future​ ​form​ ​might​ ​allow users​ ​to​ ​select​ ​several​ ​parks​ ​and/or​ ​audiences​ ​(such​ ​as​ ​Families,​ ​Teens,​ ​or​ ​Adults)​ ​they​ ​are interested​ ​in​ ​receiving​ ​info​ ​about;​ ​users​ ​would​ ​then​ ​receive​ ​regular​ ​digests​ ​of​ ​updates​ ​pertinent to​ ​those​ ​selectors​ ​(perhaps​ ​automated​ ​by​ ​RSS​ ​aggregation). Accessing​ ​the​ ​CPD​ ​website​ ​on​ ​mobile​ ​devices​ ​posed additional​ ​challenges​ ​to​ ​testers​ ​using​ ​their​ ​smartphones. 14​ ​testers​ ​(66%)​ ​completed​ ​the​ ​CUTGroup​ ​test​ ​on​ ​a​ ​smartphone​ ​or​ ​tablet,​ ​and​ ​throughout​ ​the tasks,​ ​many​ ​of​ ​them​ ​encountered​ ​some​ ​challenges​ ​in​ ​using​ ​the​ ​Chicago​ ​Park​ ​District’s​ ​mobile website. Improve​ ​mobile​ ​UX​ ​by​ ​ensuring​ ​responsiveness. Some​ ​testers​ ​commented​ ​on​ ​the​ ​way​ ​the​ ​webpages​ ​of​ ​the​ ​CPD​ ​site​ ​displayed​ ​on​ ​their​ ​devices. Tester​ ​​Hockey312​ ​(#9)​​ ​noticed​ ​that​ ​the​ ​mobile​ ​pages​ ​had​ ​to​ ​be​ ​resized​ ​throughout​ ​their navigation​ ​experience,​ ​including​ ​the​ ​CPD​ ​ActiveNet​ ​portal.​ ​​Treasure​ ​(#2)​​ ​was​ ​unable​ ​to​ ​locate an​ ​indoor​ ​pool​ ​near​ ​her​ ​home​ ​using​ ​her​ ​phone​ ​because​ ​the​ ​displayed​ ​information​ ​was​ ​“super 24