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8/4/2019 It’s Not Rocket Surgery:�First Fridays in the U.S. Government
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Office of CitizenServices and
One Morning a Month
• Choose a site• 3 customer participants perform tasks with a
facilitator• Observers watch and take notes• Lunch debrief and identify three serious
problems + fixes• Follow–up call on quick improvements• One-page report and copy of test recordings
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Office of CitizenServices and
Two One Mornings a Month
• Choose a site• 3 customer participants perform tasks with a
facilitator• Observers watch and take notes• Lunch debrief and identify three serious
problems + fixes• Follow–up call on quick improvements• One-page report and copy of test recording
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First Fridays Final Report
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Office of CitizenServices and
Government Sites Tested
USA.govNSF.govDOL.gov
m.gobiernoUSA.govDOI.govAdvisory Councilon HistoricPreservationm.usa.gov
Travel.state.govFCC.govDOT.net
Weather.govData.govApps.gov/NOWPueblo.gsa.govOnGuardOnline.govHowTo.gov
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Office of CitizenServices and
Upcoming Product Tests
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Office of CitizenServices and
Building Capacity Across GSA - and
Government
1. Fix problems
1. Train and mentor
1. Raise awareness
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Office of CitizenServices and
It’s Not Rocket Surgery
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forum.sensible.com
Talk Amongst
Yourselves
Steve Krug’s MethodCommit to monthly product testing, same time each month:
more observers, more testing, more buy-in
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What Kinds of Improvements?
From post-test interviews with Passportsand FCC.gov stakeholders, May 2011
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Passports Application
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Before After
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NSF.gov SESTAT data tool page
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Before After
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FF’s Top Problems & Solutions
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Top Tasks Hard to FindMake top task “starting points” stand out
Place top tasks at center or left and above the fold
Too Many WordsCut content by 50%
Remove outdated content
Confusing JargonUse common terms and customer language; avoid acronyms
Put technical terms in parentheses
Irrelevant Search ResultsMake top task content appear at top of search returns
Move search filters to left or top of screen
Navigation IneffectiveList nav tabs or links from left to right, top to bottom, in
order of use
Re-write links
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Actual Improvements• Made Top Tasks list driven by analytics• Added step-by-step instructions
• Reduced jargon
• Made Home Page news area smaller
•
Updated top task content• Added Home Page area for Browse Documents
• Added Doing Business links for industry users
• Move Search filter to top of search results• Changed top nav tabs to drop down on mouse hover
rather than on mouse click
From post-test interviews with Passports and FCC.gov stakeholders, May 2011
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Office of CitizenServices and
Actual Benefits
• Focusing on a limited number of practicalproblems and solutions. “Our website has a lotof problems and it can be overwhelming”
• “Getting the whole team at the test watching together for the first time, seeing through theeyes of the customer”
• “At least four of the people who weren’t there
watched the video and read the report”• “We started testing with employees who use
screen readers, making accessibilityimprovements”
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Office of CitizenServices and
Challenges*
• Resistance: Internal and external “pushback” tosmall changes
• Governance: Five teams work on website• Legal: Policy-related web content must be cleared• “Project Overlord”: Postponements due to
redesign and CMS• Reorganization: New staff lack web writing skills
•
Priorities: Public Affairs responsible for news,video, Congress
• IT: Team lacks admin rights over Home Page andtemplates
• Staff : Good people leave - “I’d just start pullingthe thread…”
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Office of CitizenServices and
Carrots & Sticks
•. Free Product Test•. Chocolate croissants & lunch•.
Attention•. Monthly schedule
•. Letter of Intent
•.
Follow up call•. Post report + B&A screenshots
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2020
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Office of CitizenServices and
First Friday’s Mobile Usability Set Up
• Based on the ingenious rig by Cory Lebson of Lebsontech.com
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Office of CitizenServices and
First FridaysMobileTesting
Equipment
r e s e n t i n
g…
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1. Stand
Cost: $0 (office lamp - $30)
Banana stand Desk lamp
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2. Webcam
Cost: $60
Logitech 1080p Webcam Pro C910 with Skype HD
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3. Binder clips / Duct tape
Cost: $0 - $5
Find them in your office supply closet
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Office of CitizenServices and
1. Binder clip / duct
tape
1. Web cam
1. Desk lamp
1. Smartphone
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Office of CitizenServices and
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Recruitment
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§ Three participants
§ Recruit loosely
§ Word of mouth
§ Use Twitter, email, Craigslist, office, listservs
§ Three back-ups, one for each time slot
§ Site stakeholders help – they know their
audiences§ $5 gift card
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Facilitator-in-Training Program
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3030
Learn to conduct First Friday tests at youragency!
§ Participate in 4 tests over 3 months
§ Get experience in facilitating
§ Facilitator mentor for guidance
§ Support for your own agency test team§ $100 through Web Manager University
§ Email FirstFridays@gsa.gov
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What Works
• Teaching non-UX professionals• Mentoring process•
Alternating GSA and agency sites• Low-tech method• No “honkin’ great findings report”• Making small changes
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Office of CitizenServices and
Join Us!
•. Teach non UX staff to facilitate simple tests
•. Volunteer as a FF participant or observer
•. Start First Fridays @ your agency (or
company)
•. Offer your high-impact governmentwebsite or app for First Fridays testing
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Office of Citizen
Contact Us
• Jonathan Rubin, Co-Captain, First Fridays RocketTeam
jonathan.rubin@gsa.gov
• Janelle Thalls, First Fridays Program Coordinator
janelle.thalls@gsa.gov
• Nicole Burton, GSA User Experience Evangelist
nicole.burton@gsa.gov
To participate in GSA First Fridays, contactFirstFridays@gsa.gov
First Fridays Product Testing Program: HowTo.gov/FirstFridays
Download this presentation at 33Office of Citizen