Dissemination Users In Focus

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Information about Dissemination Users In Focus

Published on January 7, 2009

Author: annegrete

Source: slideshare.net

Users in Focus Statistics Denmark Copenhagen 1-3 October 2008 Annegrete Wulff [email_address] © Statistics Denmark

User surveys User surveys or user satisfaction surveys Method and timing Benefits contra inconveniences Some results Alternatives

User surveys or user satisfaction surveys

Method and timing

Benefits contra inconveniences

Some results

Alternatives

Who visits the web site? 260,000 visitors monthly 50 % adult students 25 % first time users

260,000 visitors monthly

50 % adult students

25 % first time users

Can we spy on the users? Reading the log files

Reading the log files

Why are we doing a survey? We want to improve something The results as such are not interesting Do we plan to take action? Questions should be related to the actions Do we follow up?

We want to improve something

The results as such are not interesting

Do we plan to take action?

Questions should be related to the actions

Do we follow up?

Collecting information on usability Direct, simultaneous Indirect, reflective Highly structured Unstructured Participant observation Formal interviews Spontaneous observations Planned observations, Usability, think aloud Eye tracking Surveys, open questions Surveys closed questions Hot line support Feed back from users Open interview

Users or users’ satisfaction Who are the users? who are the respondents? How do they use our product or service? Are they satisfied? in general looking at specific elements

Who are the users?

who are the respondents?

How do they use our product or service?

Are they satisfied?

in general

looking at specific elements

Web surveys for web products Questionnaire pop-up to everybody to external users only to every tenth answer now or later

Questionnaire pop-up to

everybody

to external users only

to every tenth

answer now or later

Pop-up Dear User Hopefully you will assist our improving Statistics Denmark’s homepage by answering these questions. It will take you only a couple of minutes. Answers will be handled confidentially. Thank you for your help! Go to the questions Return to the home page

15 questions (2001-2004)

Response rate Evaluation reports 8% 36% 2005 8% 7% 10% 9% - www.dst.dk 53% 14% 13% 11% 18% www.statbank.dk 2007 2004 2003 2002 2001

2005 StatBank survey Change of method: 15 questions 4 questions General Specific Questions related to the task

Change of method:

15 questions 4 questions

General Specific

Questions related to the task

Comments from users User comments with e-mail address get a personal answer Results published on the web : www.dst.dk/usersurvey

User comments with e-mail address get a personal answer

Results published on the web :

www.dst.dk/usersurvey

Some results 1444 users cared to fill in the web survey that was active for three days. The response rate in this survey has been very high: 36 %. This is almost three times the response rate from the previous year. 1/3 visits the StatBank for the first time. 2/3 find what they are looking for. A major part of the users are students. 1/4 comments on the usefulness of the StatBank. The action plan for 2006 includes an improved effort on easing the accessability for first time visitors.

1444 users cared to fill in the web survey that was active for three days. The response rate in this survey has been very high: 36 %. This is almost three times the response rate from the previous year.

1/3 visits the StatBank for the first time. 2/3 find what they are looking for. A major part of the users are students.

1/4 comments on the usefulness of the StatBank.

The action plan for 2006 includes an improved effort on easing the accessability for first time visitors.

2005 pop-up/pop-in

The questions 2005 How often do you use the StatBank ? For what purpose do you need the statistics you just found? Did you find the data you needed A retrieval from StatBank can be saved in Excel. You can get automatic update to this file with the latest data, without opening the StatBank again. Is this something you can use? (See a demo on www.dst.dk/datashooting ) Do you have any comments regarding the StatBank?

How often do you use the StatBank ?

For what purpose do you need the statistics you just found?

Did you find the data you needed

A retrieval from StatBank can be saved in Excel. You can get automatic update to this file with the latest data, without opening the StatBank again. Is this something you can use? (See a demo on www.dst.dk/datashooting )

Do you have any comments regarding the StatBank?

Alternatives – to be combined Full user satisfaction survey Specific satisfaction survey Usability test functionality contents structure Eye tracking Focus groups Help desk registrations

Full user satisfaction survey

Specific satisfaction survey

Usability test

functionality

contents

structure

Eye tracking

Focus groups

Help desk registrations

Eye tracking Municipality reform Population in Denmark Links from search Subjects

Municipality reform

Population in Denmark

Links from search

Subjects

The Set up Test common actions on our web site Test persons among typical users Design 10 tasks Define criteria for success Conclude on alternatives

Test common actions on our web site

Test persons among typical users

Design 10 tasks

Define criteria for success

Conclude on alternatives

Equipment Equipment built into a monitor Web camera and infra light sources Measure eye movements and transforms them to what the users see

Equipment built into a monitor

Web camera and infra light sources

Measure eye movements and transforms them to what the users see

Method Test leader introduces the tasks Task 1 Solving task 1 Interview Task 2 Solving task 2 Interview ……

Test leader introduces the tasks

Task 1

Solving task 1

Interview

Task 2

Solving task 2

Interview

……

Task 1 Find information on municipalities AA A B

Results 1 4:24 1:31 Task 10 2:59 1:07 Task 9 2:50 0:28 Task 8 1 3:30 1:22 Task 7 3:47 0:57 Task 6 3 4:28 0:29 Task 5 3:10 0:34 Task 4 4:03 0:29 Task 3 0:53 0:17 Task 2 1 1:35 0:32 Task 1 Gave up Maximum Minimum Time in minutes:seconds

Task 1 Municipality information Municipality info Site map Find your way Municipality info

Task 3 – Search results

Task 6 Swedish citizens in Denmark Population

Evaluation of the method Observation + think aloud Eye tracking + follow up interview combined with think aloud documentation overview sharing of results

Observation + think aloud

Eye tracking + follow up interview

combined with think aloud

documentation

overview

sharing of results

Lessons learned Left side column too compact Consider structure by subject areas Meaningful lables on all links Right side column hardly noticed Help information not noticed Logo in upper left side not noticed Text lines too long Differences more important than similarities

Left side column too compact

Consider structure by subject areas

Meaningful lables on all links

Right side column hardly noticed

Help information not noticed

Logo in upper left side not noticed

Text lines too long

Differences more important than similarities

Eye tracking - Demo Municipality reform Population in Denmark Links from search Subjects

Municipality reform

Population in Denmark

Links from search

Subjects

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