ATD Blog
Usability Testing Program Uncovers Why Dot.Govs Failed in 2012
Wed Jan 02 2013
Content
GSA’s First Fridays Usability Testing Program has put together a list of the most common government website fails they encountered in 2012. It was no surprise that the most common usability problems are less about technology and more about communication: jargony content, poor navigation labels, and confusing contact information.
GSA’s First Fridays Usability Testing Program has put together a list of the most common government website fails they encountered in 2012. It was no surprise that the most common usability problems are less about technology and more about communication: jargony content, poor navigation labels, and confusing contact information.
Content
Besides celebrating its second birthday, First Fridays conducted 26 tests on federal websites, mobile sites, intranets, and much more. When immersed in usability testing, you’ll begin to notice the same problems over and over again. In 2012, testing uncovered universal issues:
Besides celebrating its second birthday, First Fridays conducted 26 tests on federal websites, mobile sites, intranets, and much more. When immersed in usability testing, you’ll begin to notice the same problems over and over again. In 2012, testing uncovered universal issues:
Content
Unclear purpose of homepage. If visitors can’t tell within five seconds what your website is all about and what they can do there, you’ve got a problem.
Unclear purpose of homepage. If visitors can’t tell within five seconds what your website is all about and what they can do there, you’ve got a problem.
Content
Poor navigation labels. Keep the jargon in your staff meetings, but when you’re communicating externally, do whatever you can to make menu items in plain language.
Poor navigation labels. Keep the jargon in your staff meetings, but when you’re communicating externally, do whatever you can to make menu items in plain language.
Content
No idea who is running the show. People should be able to find an “About” or “Contact us” link almost instantly. At the very least, a visual indication of what agency is responsible for the site. If visitors have to think about it, you’ve already failed them
No idea who is running the show. People should be able to find an “About” or “Contact us” link almost instantly. At the very least, a visual indication of what agency is responsible for the site. If visitors have to think about it, you’ve already failed them
Content
Most important content at the top. Go to any decent banking site and you should see the space where you can log in at the top right or left. Why? Because logging in is the most common thing, or top task, that people want to do there, so you make it very easy to spot. If your “top tasks” are hard to find, people won’t do them.
Most important content at the top. Go to any decent banking site and you should see the space where you can log in at the top right or left. Why? Because logging in is the most common thing, or top task, that people want to do there, so you make it very easy to spot. If your “top tasks” are hard to find, people won’t do them.
Content
Here’s a rundown of agencies that did usability testing with First Fridays in 2012:
Here’s a rundown of agencies that did usability testing with First Fridays in 2012:
Content
Ready.gov (DHS)
Ready.gov (DHS)
Content
IRS.gov/Retirement
IRS.gov/Retirement
Content
Medline Plus (NIH)
Medline Plus (NIH)
Content
Search.USA.Gov (GSA)
Search.USA.Gov (GSA)
Content
Comprehensive Human Resources Integrated System – CHRIS (GSA)
Comprehensive Human Resources Integrated System – CHRIS (GSA)
Content
U.S. Department of Transportation
U.S. Department of Transportation
Content
Howto.gov (GSA, 2 tests)
Howto.gov (GSA, 2 tests)
Content
FedRAMP (GSA, 2 tests)
FedRAMP (GSA, 2 tests)
Content
Recovery.gov (RATB)
Recovery.gov (RATB)
Content
Army.mil
Army.mil
Content
Business.usa.gov (GSA)
Business.usa.gov (GSA)
Content
OMB MAX (OMB)
OMB MAX (OMB)
Content
GSA Insite/retirement (Internal only)
GSA Insite/retirement (Internal only)
Content
U.S. Census prototype (In development)
U.S. Census prototype (In development)
Content
Answers.usa.gov (GSA)
Answers.usa.gov (GSA)
Content
SAM.gov (GSA)
SAM.gov (GSA)
Content
NASA Mobile Site
NASA Mobile Site
Content
Saferbus Mobile App (DOT)
Saferbus Mobile App (DOT)
Content
Regulations.gov (EPA)
Regulations.gov (EPA)
Content
Saferproducts (CPSC)
Saferproducts (CPSC)
Content
Federal Service Desk (GSA)
Federal Service Desk (GSA)
Content
FAS Navigator (GSA, in Development).
FAS Navigator (GSA, in Development).
Content
You can see more dramatic before and after results on Howto.gov. The program saves an estimated $1.4 million by providing educational and usability services and teaching agencies how to conduct their own testing. And that figure doesn’t take into account the significant savings usability tests provide by avoiding expensive redesigns or other development costs.
You can see more dramatic before and after results on Howto.gov. The program saves an estimated $1.4 million by providing educational and usability services and teaching agencies how to conduct their own testing. And that figure doesn’t take into account the significant savings usability tests provide by avoiding expensive redesigns or other development costs.
Content
More than 450 observers from 20+ agencies observed tests this year. Three graduates from the usability training program went back to their home agencies and created their own usability testing programs. First Fridays also started testing iPhone apps, card sorts, expert evaluations, hallway tests, and more.
More than 450 observers from 20+ agencies observed tests this year. Three graduates from the usability training program went back to their home agencies and created their own usability testing programs. First Fridays also started testing iPhone apps, card sorts, expert evaluations, hallway tests, and more.
Content
If you’re interesting in having the usability team take a look at your federal product, simply fill out the application form .
If you’re interesting in having the usability team take a look at your federal product, simply fill out the application form.