INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. Improving Web Usability with a Content Management System Presented by: Rick Lindquist, Fred Miller, and Curtis Kelch Illinois Wesleyan University April 15, 2008 Course ID S-0989

2 Session Rules of Etiquette Please turn off your cell phone/pager If you must leave the session early, please do so as discreetly as possible Please avoid side conversation during the session Thank you for your cooperation!

The Problem How to best use a web content management system In an environment with distributed site responsibility While ensuring the usability of the site

Our Challenge About Illinois Wesleyan University 2100 students, 700 faculty and staff Over 60 department & office web sites Went live with CMS in fall of 2005 Sungard Higher Ed Luminis CMS > 90% of departments offices using CMS Departments have responsibility for their sites Only one new position created

What’s In It For You? Our tactics Lessons learned Review of low cost usability techniques Demonstration of low cost usability techniques More low cost web usability tools

INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. 6 Topic #1 Consider using the title slide as you transition from one topic/agenda item to the next.

Tactics: Distributed Responsibility Public Relations Template and graphic design Main navigation and template approval Content for University pages IT Staff Maintain CMS systems, build templates Train department CMS users Assist with usability testing, department navigation Department CMS users Work with IT to develop pages & site navigation Create & update content

Lessons Learned (part 1 of 3) Administration support Budget Buy-in & ownership Content, usability, and infrastructure Avoid being overly ambitious Offer some site differentiation

Site Differentiation

Lessons Learned (Part 2 of 3) Pick a primary audience Who are you building the site for? Rewards that work Usability testing Content managers Look for opportunities to test usability Department site redesign Change requests

Opportunity for Usability Testing IT controls navigation & template changes Encourage usability testing with changes Site-Wide Navigation “Bread Crumb” Trail Department Navigation

Lessons Learned (part 3 of 3) The importance of training and support Prepare a “maintenance plan” Some departments use students A few positions adjusted to reflect new roles Keep positive momentum Sustaining Interest The template refresh Ongoing usability testing

INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. 13 Topic #2 Consider using the title slide as you transition from one topic/agenda item to the next.

Low Cost Usability Techniques A few fast, informal tests fix big problems Observation methods Card sorting Prototyping The external expert review (reality check)

Observation Methods Select target audience for testing 5 quick tests can find most site problems Even one test is better than none Prepare a few simple tasks to perform Tell user we’re testing the site, not them “The user is always right” Ask to talk out loud Observe only, don’t lead to answers

Before and After 10-minute tests 2-minute fix No cost Deleted old info Combined hours Clear benefits

The Application Button

Card Sorting Helpful when designing CMS site architecture One index card for each page in the site Users sort the cards into 6-8 similar piles Ask to “think out loud” Name the categories Analyze the results Common themes? What are top levels?

Prototypes Paper Prototypes Sketch out a solution on paper No preconceived notions No web skills needed Using the CMS to create a test site CMS changes are fast Iterative process No need to publish

Usability with a CMS CMS means fast changes Dynamic features Template or style changes Linked pages: share the same content Components: change many pages at once Test your site before publishing

The External Expert Review Academic usability expert Dr. Michael Twidale from University of Illinois Two on site visits and demonstrations Very low cost Commercial Lawlor Group’s “Identity” study Not so low cost

If it is that easy… Low Cost Usability testing in action The Challenge “What can we learn from a single, short user test with little advance preparation and rapid analysis of results?” Looking for a parent of a prospective college student… Select 5 tasks a parent would perform Let’s do it…

INDIVIDUAL ACHIEVEMENT. EDUCATIONAL EXCELLENCE. ADMINISTRATIVE INNOVATION. INSTITUTIONAL PERFORMANCE. 23 Topic #3 Consider using the title slide as you transition from one topic/agenda item to the next.

24 Course ID S-0989 Topic #3 Insert details on this topic Add supporting information and examples Relate the topic to your learners

Low Cost Usability Tools Google Analytics Visual Heatmap Confetti ClickTale

Using Existing Web Visitors 26 Course ID S-0989

Show visually

Google Overlay

Home Page Design

Visual Heatmap

Dr. Jakob Nielsen Famous User Interface & Usability Expert F

Confetti

Why are users clicking here?

CrazyEgg.com

Just add this code to your pages

ClickTale

40 Course ID S-0989 Summary Summarize the key points you want your learners to remember

Additional Resources Jakob Nielson’s UseIt.com & Alertbox SURL at Wichita State Steve Krug, “Don’t Make Me Think” Crazy Egg Google Analytics Clicktale Usability.gov

42 Course ID S-0989 Questions & Answers Be sure to leave about minutes for questions from your audience

43 Course ID S-0989 Thank You! Presenter Name(s) (optional) Please complete the online class evaluation form Course ID S-0989 SunGard, the SunGard logo, Banner, Campus Pipeline, Luminis, PowerCAMPUS, Matrix, and Plus are trademarks or registered trademarks of SunGard Data Systems Inc. or its subsidiaries in the U.S. and other countries. Third-party names and marks referenced herein are trademarks or registered trademarks of their respective owners. © 2008 SunGard. All rights reserved.