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Top User Experience Challenges in Government. Howto.gov/firstfridays. Jonathan Rubin First Fridays Usability Program July 10, 2013. 1. Survey Results: Gov UX Challenges. Howto.gov/ firstfridays. Survey Monkey with 65 respondents 100% Cabinet agencies
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Top User Experience Challenges in Government Howto.gov/firstfridays Jonathan Rubin First Fridays Usability Program July 10, 2013
1. Survey Results: Gov UX Challenges Howto.gov/firstfridays
Survey Monkey with 65 respondents 100% Cabinet agencies Co-created with Jean Fox (+ thanks Axle Brown) Not scientific or representative Goal: Audience research Develop web-based and in-person training Share aggregate in presentations, etc. Our Survey of UX Activities Howto.gov/firstfridays Howto.gov/firstfridays
Agency (but anonymous) About you – title, UX education, team size How widespread is UX Challenges to implementing UX Resources Types of UCD methods What would help? What we asked Howto.gov/firstfridays Howto.gov/firstfridays
Average team: 2 PT and 2 FT Wide range of UX methods being used #1 surveys, #2 style guide, #3 tests Thirst for training, many self-taught 91% doing UX on websites, ⅓ mobile Using respected tools (20% eyetracking!) Future: More testing, services Some agencies have UX institutionalized Good news Howto.gov/firstfridays Howto.gov/firstfridays
Awareness: “[People] refuse to believe the results of usability tests because they are painful.” “We are spending hundreds of thousands of dollars without one usability test. Web staff understand the need, but no one is listening.” Facilities “No facilities” / “Our lab is about 15 years young” Challenges / Lack of… Howto.gov/firstfridays Howto.gov/firstfridays
Resources “Very old models are used for interaction” “Army of one” Training “Figure it out as we go along” Standards / Best Practices “Applying standard best practices can be challenging… many offices and components have different processes and standards.” Challenges / Lack of… Howto.gov/firstfridays Howto.gov/firstfridays
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# UX staff Howto.gov/firstfridays Howto.gov/firstfridays
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% Who “Often” or “Always” use Howto.gov/firstfridays Howto.gov/firstfridays
% Who “Never” use these methods Howto.gov/firstfridays Howto.gov/firstfridays
How often do you perform usability tests? Howto.gov/firstfridays Howto.gov/firstfridays
Asked about UX methods Top 3: Surveys, Style guide, Tests Bottom 3: Affinity diagrams Eyetracking, First Click 10% never a usability test – bad? 16% never a survey Task analysis - 8.5% always, 55% sometimes Howto.gov/firstfridays Howto.gov/firstfridays
Training Needs “UX Training classes - webinars aren't enough” “Software” - Morae, Surveys, CrazyEgg “Any and all” “Be more aware of findings” “How to get buy-in from higher ups “ Methods: First-Click Testing, Style Guides, Card Sorts, Surveys, Task analysis Howto.gov/firstfridays Howto.gov/firstfridays
Plans for the future Asked about future plans: Howto.gov/firstfridays Howto.gov/firstfridays
Biggest obstacle to using UX? Howto.gov/firstfridays Howto.gov/firstfridays
Which do you have? (check all) Howto.gov/firstfridays Howto.gov/firstfridays
Resources - staff and metrics software Awareness – Managers not sold on UX Training - Staff and Manager Standards / Best Practices Testing facilities Challenges / Lack of… Howto.gov/firstfridays Howto.gov/firstfridays
2. Top Gov UX Problems on Sites Howto.gov/firstfridays
Gov UX Strategic and Resource challenges(Survey) Persistency UX problems on fed websites (FF test data) Two types of gov challenges: Howto.gov/firstfridays Howto.gov/firstfridays
29 products reviewed in 2012 130+ significant problems 32 different usability categories - problems big and small Thanks to Cynthia, Molly, Josh, and Ruth! FF Test Data Howto.gov/firstfridays Howto.gov/firstfridays
Navigation difficult, confusing or hidden Search feature hidden or doesn’t work Forms difficult to use Purpose of site unclear Difficulty with Top Tasks Lack of Plain Language Top 6 Usability Challenges Howto.gov/firstfridays Howto.gov/firstfridays
1. Navigation difficult to use Howto.gov/firstfridays Howto.gov/firstfridays
Before After
Average daily visits up 50% • Mobile Home visits up 32% • Help Page visits up 1200% • Desktop site visits up 3.3% Howto.gov/firstfridays
2. Poor search functionality Howto.gov/firstfridays Howto.gov/firstfridays
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Before: 7 text items to scan After: 3 text items to scan Howto.gov/firstfridays Howto.gov/firstfridays
Too much effort Poor terminology Malfunction / deleted answers Too many questions Unclear what’s required 3. Forms difficult to use
Too much effort Poor terminology Malfunction / deleted answers Too many questions Unclear what’s required 3. Forms difficult to use
Can’t find info via any means or know where to begin 5. Difficulty with top tasks
Can’t find info via any means or know where to begin 5. Difficulty with top tasks
Insider Speak Technical / scientific terms Jargon Alphabet soup 6. Lack of Plain Language
Navigation difficult, confusing or hidden Search feature hidden or doesn’t work Forms difficult to use Purpose of site unclear Can't find what they are looking for Lack of Plain Language Top 6 Usability Challenges Howto.gov/firstfridays Howto.gov/firstfridays
Wrap up: Opportunities Howto.gov Us – howto.gov/firstfridays Blog.howto.gov – 3,000+ subscribers DigitalGov University - howto.gov/training User Experience Community of Practice Usability Testing Community of Practice