Learning new ways to conduct intranet usability Presented by Bridget Zappa Dec. 14, 2004

The problem/challenge To become knowledgeable enough about usability To actually conduct a usability study To step back and identify new learnings not discovered through research

Research question Can conducting an intranet usability study according to industry best practices result in new process recommendations?

Results can be important for: Anyone with intranet or other web responsibilities Any web user

The usability methodology In-person observations Focus groups

The observation process Gold standard of usability One-on-one process Participant completes web tasks Researcher records observations

The focus group Focus is verbiage Small groups of five employees Top- and second-level content What works and what doesn’t

The sample 39,000 employees worldwide 15,000 in the Minneapolis/St. Paul area Six main employee groups 10 employees from each group Total sample: 60 employees

Paper survey questions 1.Were the goals of the study clear prior to the observation? 2.Were the content items you were asked to locate clearly described? 3.What is your degree of familiarity with the intranet?

Participant satisfaction with the experience 82.5 percent said they haven’t participated in a similar study before 90 percent said they would participate in a similar study again

Assessment of the observation process 65 percent said the web tasks, as part of the observations, were very or somewhat typical of their web habits

Assessment of the focus group process 95 percent said the web content they were asked to discuss was clearly described

Perceived value of the study 82.5 percent said they believe it likely that the results would influence future employee web design at NWA

New learning, process recommendations Capitalize on connections with communication colleagues, leaders Schedule observations and focus groups closely Conduct study at participants’ work locations Consider use of recording devices Enlist assistant

Answer? Can conducting an intranet usability study according to industry best practices result in new process recommendations? Yes

In summary… Set out to identify new recommendations Did this via usability study and survey Learned the importance of support and logistics

What’s next? Make adjustments to NWA intranet Based on results of this research, formalize a usability process Communicate it to others Be ready to do it again

Thank you. Questions?