Usability testing is an interesting experience. To date, our intranet has conducted a few usability tests on an assortment of users. The information gathered was interesting and somewhat actionable because it addressed some “low hanging fruit” issues.

This time, however, we are doing usability testing to gather baseline measurements. Because we plan to do the same test six months from now, we will be able to measure the success of our improvement efforts. Following is content from a Charter that describes the baseline usability project.

—————————————–

This year, the role of Usability Program Manager was created for the Employee Portal Group. This new position was created in an effort to accomplish the following objectives.

  1. Determine intranet usage. If applicable, take action to increase usage.
  2. Better understand the needs and habits of the intranet user
  3. Improve the quality of intranet content and navigation
  4. Determine intranet user satisfaction. If applicable, take action to increase user satisfaction.
  5. Decrease the length of time it takes a user to locate content on our intranet

We currently have limited data that we can use to measure the above objectives. Outside of WebTrends (a tool that measures usage), we have no data by which to determine the success of the above objectives. The purpose of this project is to help gather baseline measurements for objectives 4 and 5. These measurements will serve as a starting point so that when we conduct the same usability testing 6 months from now, we will be able to measure our level of success. Because our testing matches industry standards, we will also be able to compare our intranet with other intranets.

Note: Other projects are in process to address objectives 1 - 3. Refer to the related project section for additional information.

Industry Standards

In 2002 and again in 2005, the Nielsen Norman Group (a leader in web usability analysis) studied a broad range of intranets. Specifically, they conducted usability testing with 4 –5 participants from 28 intranets. Their objective was to measure the following.

  • The level of user satisfaction (based on a subjective questions asked of the user)
  • The length of time it takes a user to do the following common intranet tasks
  • Find an employee’s phone number or email address
  • Find information about a team
  • Find information about a high-level manager
  • Find information about a policy
  • Make a request or order
  • Apply for another job
  • Sign up for a training course
  • Find information via search
  • Update some personal information
  • Find past news
  • Go to the intranet and log in

Study results were presented at this year’s Usability Conference. At the conference, they encouraged conference attendees to conduct the same testing. We will be conducting an identical test. Because we are using industry standards, we will be able to compare our results with the results from the Nielsen Norman Group study.

Our Study

The 2006 Intranet usability testing study will be conducted during the last 2 weeks of June. 10 participants have been selected from a variety of divisions and the following user types.

  • Admin
  • Executive
  • New Employee
  • Analyst
  • Project Manager
  • General User
  • Manager
  • Long-term employee
  • CSR

Emails will first be sent to the user’s managers (for selected users) to gain permission. The CAST team will select the CSR. Upon receiving applicable permission, the user will be sent an email requesting their participation in a 45-minute usability test. Our goal is to have at least 5 participants agree to participate in the test. Upon confirmation that the user is interested in being a test participant, individual usability tests will be scheduled with the user.

Participants will be asked to go to conference room 142 where they will use the conference room PC to do tasks shown in Appendix C. It will be made very clear that it is not the participant who is being tested. Rather, it is the quality of Intranet that is being tested. The user will also be asked to rate their level of satisfaction and level of frustration in completing the task.

Upon completion of the usability test, the participant will be given a small gift as a thank you for his/her participation.

Study Results

After the tests are completed, a report will be prepared that will show the results. Dates for a future tests will also be scheduled.