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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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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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Click to edit Master subtitle style

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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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Upcoming Product Tests

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Building Capacity Across GSA - and

Government

1. Fix problems

1.  Train and mentor

1. Raise awareness

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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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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Remove outdated content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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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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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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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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First Friday’s Mobile Usability Set Up

• Based on the ingenious rig by Cory Lebson of Lebsontech.com

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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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1. Binder clip / duct

tape

1. Web cam

1. Desk lamp

1. Smartphone

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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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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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 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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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