The Texas Association of School Boards (TASB) Risk Management Fund (RMF) group undertook a web refresh that would address usability and business delivery obstructions to their online presence. The RMF group sought to improve the online availability of their core business offerings and make services more accessible to internal and external clients.
I met with managers, Customer Service Representatives (CSRs) & budget influencers to hear from them directly not only what would make their jobs easier but listened to how fulfilling their customers needs brought joy into their own lives. These people care about the organization's purpose and their clients, all of whom are committed to the public education of children in Texas.
The most common complaint is that customers repeatedly indicated they tried to accomplish tasks online but grew frustrated with the website, gave up and would simply call or email in their questions and requests.
I formulated a set of proctoring guidelines which delineated testing protocol for one-on-one interviews, hardware implementation and session capture.
A short, resolutely focused set of questions was allotted towards different user strata that would allow us to plug and play some during walk-through, allowing mid-flight discretion to switch things up to address unforeseen findings on test day.
Retained the question and answer format of the interviews to highlight problems such as Blocking Points, Task Abandonment and successes like Task completions and Primary site visitation benefits. Collected Verbatim commentary of each interview on a issue by issue basis.
Created a simple visual legend to indicate gesturing, mouse movement and nuanced behavioural indicators in the recordings of our user experts where video of the sessions was not available. Established a severity rating system prioritize usability issues.
Identified issues by frequency, category and task and distilled the findings into Discovery and Recommendation rationales to be returned to our RMF partners for commitment on actionables and to qualify the budget we were asking for.
The navigation and site architecture had been suspected of being the greatest stumbling blocks to users. A full accounting of content that would include not only live pages but also secured services pages and member library items provided an overarching idea of how to realign the site with users' expectations while promising not to confuse current users.
I worked with the Sr. IA and produced a reference document that would help us to properly house all of the current and future content states in a singular unified vision.