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  Effective O.P. websites Design a new portal on NSRF - with appealing & quality content - according to the “new” media format

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

Planning a website Content - information architecture Design - useful tips Findings 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

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

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

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

Write content for a 13 year-old child 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 Writing for the web (3)

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) Design The site is not your art project

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 Design: guiding the user Useful tools should be in a prominent position, don’t hide them

Other findings / tips Don’t open new browser windows (except for PDF, s, 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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Apply recommendations on existing sites Create style guidelines Design portal according to web guidelines Test website usability Organise new usability seminars Our future actions

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