How to improve website usability Main findings conclusions

How to improve website usability • Main findings & conclusions from the MOU seminar Ivana Doulgerof Management Organisation Unit Programming & Communication Unit INFORM meeting, 27/11/2008

Why we organised the seminar Ø Effective O. P. websites • Design a new portal on NSRF - with appealing & quality content - according to the “new” media format

How we organised the seminar • Usability “gurus” • Target group: MOU + 38 special services (120 information + IT officers) • 3 days - 3 subjects: – Writing for the web – Web usability – Intranet usability

Findings • Planning a website • Content - information architecture • Design - useful tips Source: Norman Nielsen Group –User Testing –Eye tracking –Field Studies –Diary Studies –Scoring tasks

Planning a website (1) – Define your audience / target group & their goals – Consider the users’ needs & balance business and users’ needs Write for the audience

Planning a website (2) – – – Always plan the site on paper Organise / categorise content Editorial team / content manager Processes for content review Content style guidelines

Content • Concise • Scannable • Objective • Crystal clear Write, rewrite, edit, proofread, test with users

Writing for the web (1) • Time is currency, users do not read, they scan. Use: – scannable headings / subheadings (they need to tell the story ) / summaries – bulleted lists – white space, large fonts / possibility to resize – relevant links which look like links with correct titles – inverted pyramid for text body (important things at the beginning) – short texts = readable Less is more

Writing for the web Users read in an Fshaped pattern. Rule of twos – First 2: – words – lines – paragraphs 1 st sentence of the paragraph must contain the main idea Important words first (2)

Writing for the web (3) • Simplified writing, less formal, no dialects, no jargon. – avoid acronyms, abbreviations, teasers, clichés – use active voice – put statements into positive form – use conventional spelling / words – be careful with humour Write content for a 13 year-old child

Design The designer has to understand the website. • Apply consistent elements & templates • Follow standards • Ensure text legibility • Avoid many navigation bars / cascading menus • Provide graphics & other media content sparingly • Avoid banners (banner blindness) The site is not your art project

Design: guiding the user Provide: • Help, on line documentation, signposts • Filtering (drilling down approach, progressive disclosure) • Suggestion links • Human contact information (physical address, tel. ) / help desk • Space targeted to the media • Reliable search facilities / searchable databases Useful tools should be in a prominent position, don’t hide them

Other findings / tips • Don’t open new browser windows (except for PDF, emails, applets) • Don’t break the “back button” • Don’t immediately request “log in” • Installing software may cause stress to the user & break their workflow • Collect data: statistic ratings, user feedback Users want to be in control

Enhance credibility • Professional, usable design and content • More objective style, not “marketese” • Associate with something trusted (i. e. projects, best practices, real users’ experience, contact area, photos of employees) • Supporting evidence • Update regularly / Change the homepage every 3 years • Maintain the site at all times • Register the site / promote

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Our future actions • Apply recommendations on existing sites • Create style guidelines • Design portal according to web guidelines • Test website usability • Organise new usability seminars

Thank you for your attention idoulgerof@mou. gr