1. U.S. Department of Agriculture eGovernment Program Food Safety and Inspection Service Usability Test November 2003

2. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 2 I. Introduction II. Scope and Objectives III. Participants IV. Methodology V. Key Findings and Recommendations VI. Next Steps Contents

3. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 3 Introduction What is usability and why is it done?  The goal of FSIS Usability Testing was to enable the re-design team to infuse customer feedback in to their iterative design process. This was accomplished by creating strategic recommendations as a result of formal usability sessions conducted in a lab and expert site review and analysis.  The FSIS re-design team conducted a one day Usability Test of paper based wireframes to gather user’s feedback on the new navigation structure. Seven users were tested that represent various user groups of the site.  This presentation discusses the overall findings and recommendations that came out of this session.

4. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 4 I. Introduction II. Scope and Objectives III. Participants IV. Methodology V. Key Findings and Recommendations VI. Next Steps Contents

5. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 5 Scope and Objectives The objective of this design evaluation was to assess usability issues that impact the user experience for fsis.usda.gov users, and to view mock-up navigation, content, and layout as it would exist on the re-designed Web site.fsis.usda.gov Key areas of the test included:  Confirming that site layout reflects user needs and goals of the site  Ensuring that the site navigation is easy and intuitive  Analyzing the users’ understanding and opinions of the Homepage, Information For pages, Subject Based pages, About FSIS, Newsroom, and Publications pages The feedback will also provide the re-design team with initial insight in to user expectations which may be used to better evaluate design and development decisions.

6. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 6 I. Introduction II. Scope and Objectives III. Participants IV. Methodology V. Key Findings and Recommendations VI. Next Steps Contents

7. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 7 Participants Participants were recruited that represent different user types of the FSIS Web site:

8. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 8 I. Introduction II. Scope and Objectives III. Participants IV. Methodology V. Key Findings and Recommendations VI. Next Steps Contents

9. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 9 Methodology The re-design team followed a consistent methodology for usability testing that is based on industry best practices and previous testing experience. GATHER INPUTS PRODUCE OUTPUTS Conduct pre- session briefing Conduct participant test session Debrief PREPARE AND EXECUTE TEST 6-7x Edit video Create presentation Deliver Results Create recruiting guide & recruit Create test materials Conduct trial session Review site / application Define test objectives 1 – 2 days Determine test format and participant profile 7 – 10 days 1 day 3 days Gather Inputs Prepare And Execute Test Produce Outputs C Compile Test Data

10. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 10 Design Evaluation Session Each session enabled the participant to explore and provide feedback on the features and functionality of the fsis.usda.gov site.  Detailed test scripts were prepared in advance for the test facilitator to follow. Use of consistent test scripts provides high quality, conclusive test results.  Active facilitation was used and participants were encouraged to ‘think aloud’. The participants’ physical actions, verbal feedback were video-taped and logged.  Participants were asked to complete specific tasks using a paper based prototype of the fsis.usda.gov site in a one-hour interview session. The following elements of the site were evaluated: Site Navigation Layout Content / Terminology Functionality

11. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 11 Methodology Navigation - Users enter a site in search of something. Good navigation allows users to find that information quickly. It offers subtle clues on what the site offers, where users are on the site, and to a certain extent, confidence in the site itself. The opposite is true in the case of slow or confusing navigation, which will force users off the site. Layout - Layout is the most visible aspect on the site. It represents the site’s personality and aids navigation. A consistent layout leads users through the site and helps them complete various tasks. Content - In many cases, users do not read online: they scan. Consequently, content included on each page should be carefully monitored to ensure that users understand as much as possible with as few words as possible. Functionality - Functionality is the core of the site. The purpose of content, layout, and navigation is to drive the user to perform some act on the site. In other words, to take advantage of the functions available on the site. Users come to DO something on a site – subscribe to a newsletter, ask a food safety question, download, etc. The following are the key areas evaluated during the usability study:

12. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 12 Test Structure Each test session was specifically configured based on the participant’s audience type.  A sample test session was comprised of the following tasks: 1.Review and browse through the home page, including the navigation options. 2.Find specific pieces of information relevant to your user group. For example, members of the Business audience group were asked to find a slaughter related directive. 3.Find information relevant to your user group within the main subject areas.  For example, users were asked to locate recent e. Coli test results. Reports and data collection information falls within the Science section. 4.Find information about FSIS and related public health agencies. 5.Find information on the safe preparation of a holiday turkey. 6.Find recent agency news releases.  Following each session, test observers participated in a debrief session to highlight usability issues and other observations from the test.  At the conclusion of all test sessions, final test data was compiled into a results matrix. All items in the matrix were prioritized based on their usability impact. A design recommendation was proposed for each issue detailed in the matrix.

13. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 13 I. Introduction II. Scope and Objectives III. Participants IV. Methodology V. Key Findings and Recommendations VI. Next Steps Contents

14. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 14 Key Findings and Recommendations 1 Key Finding – Food Security & Emergency Preparedness Users expected to see more information within the Food Security and Emergency Preparedness pages. Recommendation Include an overview explaining what FSIS is doing to protect the nation’s food supply. Include Security Guideline information on the Food Security and Emergency Preparedness main page. (  Clip) Clip

15. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 15 Key Findings and Recommendations 2 Key Finding – Publications Users were not clear on what to expect of the Publications sections when reading the label. Users were also unclear on how to find information on cooking turkey safely. Recommendation Remove Publications from the global navigation bar. All consumer publications, backgrounders, and topics of interest should be labeled as fact sheets in the Education area of the site. Include guidebooks in the Science area of the site. (  Clip) Clip(  Clip) Clip(  Clip) Clip

16. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 16 Key Findings and Recommendations 3 Key Finding - Education Users were not clear on what to expect of the Education section under the Browse by Subject navigation area in the left hand column. Recommendation Education should be renamed Food Safety Education. The new label should make it more clear that this section of content is designed specifically for consumers interested in educating themselves on handling and preparing food. (  Clip) Clip

17. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 17 Key Findings and Recommendations 4 Key Finding – Food Safety Campaigns Users could not easily find Thermy and other related food safety campaign information. Recommendation The term Food Safety Campaigns is misleading to users and should be revisited. Also, the main subject area landing pages should be re-designed to better display all relevant content that fits within each area of the site. In re-working these landing pages, content should be displayed to the user at a higher level, pushing information on topics such as Thermy into user view. (  Clip) Clip

18. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 18 Key Findings and Recommendations 5 Key Finding – Workforce Training Users did not understand why Workforce Training was included in the Education area of the site. Recommendation Remove FSIS Employee specific information from the Education area aimed at consumers and educators. Include Food Service training information within the Education area. Remove the FSIS workforce training section from the Education area and include it in the FSIS Employee area. (  Clip) Clip

19. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 19 Key Findings and Recommendations 6 Key Finding - Depth Users were surprised at the depth of information on the site. There is a significant amount of content included that they would not originally think to find at FSIS. Recommendation Promote “value add” information more clearly on the homepage. Content that is not necessarily top of mind for users could be rotated through the promotional area on the homepage as a content marketing technique. (  Clip) Clip

20. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 20 Key Findings and Recommendations 7 Key Finding - Speeches Users (specifically those from Businesses and Constituent Groups) verbalized a desire to read through recent speeches and presentations from agency leaders. Recommendation Speeches should be made available to users from both the News and Events area, as well as the Businesses, and Constituent Groups audience landing pages. The agency should also continue with the effort to publish video clips of recent speeches online. (  Clip) Clip

21. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 21 Key Findings and Recommendations 8 Key Finding – Meetings & Events Experienced users who interact frequently with FSIS desire information on public meeting and event schedules. These users would also value access to any accompanying meeting materials that could be provided to the public online. Recommendation Attend a Meeting or Event should be added to the task based I want to: navigation in the right hand column. In addition, a link to associated meeting materials should be made available from both past and upcoming meeting schedules within the News and Events content area. (  Clip) Clip

22. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 22 Key Findings and Recommendations 9 Key Finding – Regulations & Policies Each user who was asked to complete tasks within the Regulations content area was confused by the difference between the Regulations page and the Regulations and Policies page. Recommendation The Browse by Subject label Regulations and Policies should be maintained. Users valued the ease anddirectness of locating the content within this area of the site. The Regulations label however should be changed to Notices, Directives, and Regulations. With this change in language users should easily be able to find inspection related regulatory information. (  Clip) Clip(  Clip)

23. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 23 Key Findings and Recommendations 10 Key Finding – Recall Releases Knowledgeable users recognize that FSIS releases recall related news frequently. These users did not think value was added by displaying recall releases within the In the News section of the homepage. Recommendation The In the News area should be reserved for non- recall related news releases. Recall releases can still be accessed through both the FSIS Recalls section and the News and Events section of the re-designed site. However, if a recall of national or large scale significance occurs, the associated news release should be highlighted on the home page. (  Clip) Clip

24. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 24 Key Findings and Recommendations 11 Key Finding – Communications to Congress Constituent Group participants requested easy and quick access to communications distributed to Congress. This information is a quick reference for users seeking information on significant agency initiatives and policies. Recommendation Communications to Congress should be made accessible directly from the Constituent Groups and Businesses audience based landing pages. (  Clip) Clip

25. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 25 Key Findings and Recommendations 12 Key Finding – FSIS Homepage Tagline Several users thought that the tagline incorporated into the top banner on the homepage overstated the agency’s mission and purpose. Users would prefer to see the agency described with more specific language and less of a marketing focus. Recommendation Provide a more succinct and factual tagline to describe the agency. The branding language should read “The Food Safety and Inspection Service (FSIS) protects public health through food safety.” (  Clip) Clip(  Clip)

26. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 26 I. Introduction II. Scope and Objectives III. Participants IV. Methodology V. Key Findings and Recommendations VI. Next Steps Contents

27. FSIS Web site Re-design Project United States Department of Agriculture Food Safety and Inspection Service U.S. Department of Agriculture eGovernment Program 27 Next Steps The next steps in the re-design effort include:  Reviewing usability issues and discuss design recommendations  Updating design templates to incorporate necessary changes  Reviewing updated design templates for approval