UBC HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive Walkthrough

1. UBC HR Pre-Hire Scenarios:Heuristic Evaluation & Cognitive Walkthrough Scenario #2: Simon HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

2. Heuristic Evaluation A Heuristic Evaluation is a lightweight usability test where an evaluator or several evaluators assess an interface on the basis of a common set of rules or guidelines, i.e. “heuristics”. Examples of heuristics can include: Is essential content available where needed? Is core content given priority on the page? Are category and sub-category names clear and mutually exclusive? Do menu categories and links effectively set user expectations? Is the site accessible? Does the site use language that is easy to understand? Are graphics, icons, and symbols legible and easy to understand? Does text formatting and layout support easy scanning? Is contextual help available at key points? Cognitive Walkthrough A Cognitive Walkthrough is a usability test where an evaluator or several evaluators inspect a user interface by going through a set of tasks from the perspective of a specific target user (ideally a persona) and evaluating the ease of use at each step along the way. While going through each step of the task, the goal for the evaluator is to create a credible story that describes why the persona would choose that particular action. A "credible story" is based on an understanding of the persona’s background knowledge, skills, and goals, in addition to an understanding of the problem-solving process that enables the user to perform the correct action. Introducing 2 User-Centered Design Methods: The Heuristic Evaluation will be marked in red boxes. - marks a critique + marks a positive comment  marks a suggestion The Cognitive Walkthrough will be noted in the blue boxes HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

3. Introducing Simon Simon is a computer programmer who is seeking to move from the private sector to the public sector and has been aggressively applying for jobs with post-secondary institutions and government agencies. He is interested in applying at both UBC and SFU and wants to compare the two in terms of career advancement opportunities and total compensation packages. Insights • Simon is tech-savvy and is very comfortable with using the web • He is fairly ambitious when it comes to his career and having spent time already applying for various jobs, Simon has become familiar with the usual “HR speak” • Simon is used to a fast-paced environment Goal(s) • Simon’s primary goal is to find information about the compensation package offered by UBC Expected Behaviours and Traits • quick scanner, will quickly evaluate whether page content is relevant • unlikely to read content word for word, more likely to scan links, look for graphics • may dictate own viewing pattern (e.g. opening new browser windows) • comfortable with using online applications to complete major tasks without direct personal contact Scenario • It’s a busy day in the office as usual for Simon, but luckily he gets a lunch break today. He decides he’ll spend whatever time he has to do some initial research into working at UBC. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

4. Simon scans the UBC homepage, looking for words like “employment”, “staff”, “job opportunities”, “careers”, “working at UBC”. Simon sees the label “Faculty & Staff” in the left-side navigation. Simon just notices the sidebar feature on “One of BC’s Best Places to Work”. The graphic catches Simon’s attention, he’s curious to see what’s there. Action (1): Simon clicks on “BC’s Top 30 Employers” graphic Action (2): Simon clicks on “Faculty & Staff” + Keyword: “STAFF” - Grouped with “FACULTY” + term “work”, graphic both grab attention HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

5. Simon sees a lot of text, quickly scans the content. Simon then scans the list of links, looking for the next page to visit. Simon can’t decide between the different choices. Action: Simon clicks “Back” on his web browser to return to the UBC Homepage Emphasize by linking to key areas of HR site that provide examples or elaborate on the core message + Repeated branding Could be used as title for page HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

6. Simon scans the UBC homepage, looking for words like “employment”, “staff”, “job opportunities”, “careers”, “working at UBC”. Simon sees the label “Faculty & Staff” in the left-side navigation. Simon just notices the sidebar feature on “One of BC’s Best Places to Work”. The graphic catches Simon’s attention, he’s curious to see what’s there. Action (1): Simon clicks on “BC’s Top 30 Employers” graphic Action (2): Simon clicks on “Faculty & Staff” + Keyword: “STAFF” - Grouped with “FACULTY” + term “work”, graphic both grab attention HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

7. Simon scans the page, quickly looks at the change in navigation, then looks for links. Simon’s attention goes to the right column, sees a long list of links, then a shorter set below. Simon is curious to see what opportunities there are right now. Maybe he’ll find a job that interests him to make it worth looking for more information. Action: Simon clicks on “Staff Job Postings” - Attention gets divided between left and right sides of page, no focus on centre content HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

8. Simon scans the page, quickly reads the sidebar. • Simon scans the links and is most interested in getting a quick peak at current job postings. • Action: Simon clicks on “Vancouver campus” • Same wording used for links going to different places •  Consider rewording and highlighting “Current Staff Job Postings” links HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

9. Simon scans the page, sees a post that sounds interesting • Action: Simon clicks on “Senior Web Coordinator” • HR Branding is lost • Unused page real estate • Add HR L&F • Add HR-driven messaging HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

10. Simon scans the page, notices the salary range, sees it’s a full-time position. • Simon decides to read more of the job description. • The job sounds interesting, so Simon decides he’ll look around the website for more information. • Action: Simon clicks “Back” on his web browser. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

11. Action: Simon clicks “Back” on his web browser. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

12. Simon scans the page again, looking for general information to help him refine his searching. Action: Simon clicks “Careers at UBC” in the left navigation. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

13. Simon scans the page and looks at the links. After reading and clicking on some of the internal links, Simon notices “competitive compensation”. Action: Simon clicks “competitive compensation”.  Link to “Staff Profiles” (photo, write up from various staff across campus) + “Bottom line content”, i.e. core message throughout page  Place this higher as the primary content and introduction to list of links (Valuing People, Joining a Community…) + Direct access to key sections of HR site HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

14. Links to Faculty Relations site homepage •  Consider placing “feature box” in right column linking to FR • + Direct access to key HR areas, helpful for current staff, people familiar with HR • No clear prompts for new / prospective staff • Salary Scales / Salary Progression links in QuickFind bypass Salary Administration page After scanning the page, Simon notices the link for “Salary Administration” in the main content area. Thinking this is probably an area of focus, Simon decides to follow this link. Action: Simon clicks “Salary Administration”. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

15. - QuickFind acting as secondary navigation • + Content for current staff • Content does not speak to prospective staff Simon glosses over the top content, notices the link for “Payroll” but then quickly notices that it sounds more suited for people already getting paid. Action: Curious what he might get paid if he were newly hired, Simon clicks on “Starting salaries” in the main content area HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

16. Simon scans the page and notices a few words in bold. Simon wonders whether the type of job he’s interested in would be “non-union”. Action: Simon clicks “UBC’s salary scales”. + Very helpful information for new staff becoming familiar with salary structure - Expecting to see actual “Starting Salaries”, i.e. $ number HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

17. Looking through the page, Simon isn’t sure which salary scale would apply to the type of work he’s interested in. Out of curiosity, Simon clicks on one of the links. Action: Simon clicks “M&P (monthly)”. • + Helpful to see different employee groups • Prospective / New even existing staff may not understand the distinction between groups • No clear connection between job titles and employee groups, no clear way to find connection • Links open PDF’s HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

18. A little to his surprise, the link opens a PDF. But the information here interests Simon. Simon looks over the PDF and tries to find “Senior Web Coordinator”. Unable to find the title at a quick glance, Simon decides to read each of the classification titles. Unsure of what all these different terms refer to, Simon glances at the monthly salary figures. Simon notices quite a range, and wonders what exactly he could get within this range. Action: Simon saves the PDF to his computer, closes it, and goes back to the webpage. • + Easy to scan breakdown of salary scales • + Suitable content for PDF • What’s the difference between A, B, C etc.? • What job titles are associated with different categories? HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

19. Simon scans the page again, this time looking at the “Quickfind”. Simon notices “Salary Scales” is already greyed out, so he figures he’s already been to that page. Action: Simon clicks on “Salary Progression” in the right column. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

20. - Repeated wording / link for “Salary progression” Simon reads the list in the main content area. He thought he just clicked on “Salary progression” but now he sees the link again. Action: Starting to wonder what exactly he’ll see next, Simon decides to click “Salary progression” in the main content area. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

21. - How do new/prospective employees know what classification to look at? After scanning the page, Simon is unsure of where to go next – should he look at one of the CUPE links? Or the TRAs? Or the M&P? Action: Simon’s lunch break is over, so he ends his search here and decides he’ll have to do more poking around when he gets home. HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

22. Simon’s Experience Did we help Simon reach his goal(s)? • Simon’s primary goal was: to find information about the compensation package offered by UBC • Simon found some information, but wasn’t sure what information pertained to the type of job he was interested in, and as a result, Simon did not have enough information to adequately achieve his goal • In his fast-paced environment, Simon wasn’t able to find all the information he needed in one sitting, but he did find some information that will motivate him enough to return (i.e. a specific job listing directly tied to his interests, “Senior Web Coordinator”) HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca

23. Lessons Learned • Simon was a tech-savvy visitor, but even he was surprised by some of what he clicked on (e.g. PDF’s, Salary progression / change) make it predictable where a link is going • Being a quick scanner, Simon may have missed important information by clicking on a link that didn’t take him to where he most needed to go; Simon wasn’t always sure what his best next step should be be mindful of using links as a means to highlight key information, find a strategy for directing the page flow, incorporate more calls-to-action • As a prospective employee, Simon read through a lot of material that was directed at current staff consider creating a layer of content between splash pages and destination content for current staff to help educate all employees (current, new, prospective) • After reading through several pages, Simon found the information to be somewhat disjointed without clear connections linking one section to another look for opportunities to make connections that help give context to how everything fits together, e.g. with real-life examples, staff profiles etc. • In just a short period of time, Simon found some information that piqued his interest enough to return to the site look for ways to put “nuggets” of information throughout various pages to capture and maintain interest, and ultimately entice repeat visits HR Pre-Hire Scenarios: Heuristic Evaluation & Cognitive WalkthroughQuestions? Contact Adrian Liem, adrian.liem@ubc.ca