UXPG: Usability Review for CanadaHelps.org
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Created and presented by: Jamy Li, User Experience Consultant Julian Lising, Information Architect Nathalie Crosbie, Sr. Information Architect / UX Designer Matthew Burpee, Web Consultant
UXPG: Usability Review for CanadaHelps.org
- 2. Group Introduction Testing Methodology & Severity Ranking User Scenarios Other Observations Conclusion
- 3. Jamy Li User Experience Consultant Nathalie Crosbie Sr. Information Architect / UX Designer Matthew Burpee Web Consultant Julian Lising Information Architect
- 4. Asked five participants to perform common tasks 4 females, 1 male Aged: 20 to 40 No previous experience with CanadaHelps.org Tests were performed in August/September 2009 Usability lab was donated by Klick Communications Webcam captured user audio/video reactions Morae captured screen interactions Observer recorded notes on the fly in another room Moderator guided the user through the test
- 5. High Likely to cause many users to fail a particular task or permanently lose information. Medium Likely to cause user frustration and errors but dont cause irreversible issues. Low Minor problems that may cause some confusion or loss of time for users but wont prevent task continuation.
- 6. Find CanadaHelps.org Select a charity of your choice Make a one-time donation Make/Cancel a monthly donation Update your profile Send a charity gift card
- 8. Issue: Users cant identify the site from the search result snippet Recommendations: Consider changing title, CanadaHelps Donate to any charity in Canada Ensure page meta tag/description makes it clear that you can donate to multiple charities.
- 9. Issue: The purpose of the site is not clear to the user. Recommendations: Make it clear that the sites purpose is facilitating donations to any Canadian charity.
- 10. User Scenario #2
- 11. Issue: Important charity information shows N/A Recommendations: Ensure that charity details are present prior to posting the charity online Do not display headings for unavailable information
- 12. Issue: Search for a Charity search box is below the page fold Placement is inconsistent with homepage Recommendations: Place search box above the page fold Maintain placement consistency across entire site ?
- 13. Issue: Some organizations are in upper case and others lower case Charity Business Number is irrelevant to the user when searching for a charity Recommendations: Ensure text formatting is in sentence case (not all CAPS) Consider removing the Business Number in the search results Consider adding logos
- 14. User Scenario #3
- 15. Issue: Users often ignore text-heavy areas Recommendations: Minimize needless words People scan Web pages, they don't read them. Steve Krug Create a clear visual hierarchy to show importance of content Break pages up into clearly defined areas
- 16. Issue: During the donation process, user is unclear on: Meaning of Fund/Designation What information they are meant to enter Why the field is displayed if details not available Recommendations: Ensure a fund description is always present Do not display the fund/ designation in cases where a description is not available.
- 17. Issue: Credit card billing address does not auto-populate based on previously entered information Recommendations: Create functionality to auto-populate billing address
- 18. Issue: Donation seems too high when making smaller donations. Recommendations: Make this a percentage of actual donation or have several amounts for amount ranges.
- 19. Issue Button terminology is confusing to the user. Shes looking to donate to the charity and not checkout of shopping. Recommendation Change button to read Donate.
- 20. User Scenario #4
- 21. Issue: Radio button is greyed out, unable to make a recurring donation. Recommendations: Dont display functionality that user cant control.
- 22. Issue: User doesnt want to save credit card number on CH. User cant modify their monthly donation after realizing the CC # must be stored on the site. Recommendations: Inform users immediately that CC must be saved for monthly donating. Allow user to modify donation type during checkout process.
- 23. Issue: Site does not provide confirmation when user removes a monthly donation Recommendations: Prompt the user to confirm if they wish to proceed with cancellation E.g. 1st option No, 2nd Yes After cancelling, show user a detailed confirmation message Optionally, provide a mechanism to capture feedback for cancelling
- 24. Issue: Confirmation page from a monthly donation transaction displays unrelated information from a previous one-time donation Recommendations: Include only relevant information specific to the current transaction Make donation history information available via view all past donations or donation history links
- 25. Issue: The system allows users to select the current date as a start date when that is not a valid choice Recommendations: Prevent the current date AND previous dates from being selected from the calendar picker Even better than good error messages is a careful design which prevents a problem from occurring in the first place Jakob Nielsen
- 26. Issues: Monthly donation details pages do not provide sufficient confirmation of the donation start and end dates Recommendations: Include the start and end dates in all donation details review pages
- 27. Issue: The calendar widget that starts on Monday is inconsistent with the other calendar which starts on Sunday Recommendations: Have all calendars start on Sunday Maintain consistency for look and feel
- 28. User Scenario #5
- 29. Issue: Users do not understand that My Canada Helps is where they can edit their profile Recommendations: Use common language such as Edit Profile, My Account instead of MyCanadaHelps Display the users name once logged in
- 30. Issue: Presence of multiple save buttons in unexpected locations is confusing Recommendations: Use only one button and place it at the bottom of the page
- 31. Issue: System does not provide confirmation when the user updates their address Recommendations: Have the system display a confirmation message e.g. Your changes have been saved
- 32. Issue: Upon logging in, the landing page appears to be requesting to Change your password Recommendations: Remove Change your password frame from landing page Add as an option under Change my Personal Info
- 33. Issue: Canada not easy to find in drop-down list Recommendations: Keep lists in alphabetical order
- 34. Issue: If donating more than once, user prefers their preferences saved. Recommendations: Allow the ability to save preferences for future donations
- 35. User Scenario #6
- 36. Issue: User is unclear about the gift card validity and delivery mechanism. Recommendations: Indicate how gift card is delivered to recipient. Consider renaming to electronic gift card
- 37. 油
- 38. Issue: User encounters donation problem and would prefer to call Recommendations: Show contact us by postal mail, telephone, or fax at the top
- 39. Issue: Contact Canada Helps page doesnt indicate an estimated response time for each option. Recommendations: Provide an estimated response time.
- 40. Issue: User is unable to find their tax receipt after completing a recurring donation Recommendations: Greater visual weight and text isolation is required
- 41. Issue: Trading photo on home page is visually distracting and confusing Recommendations: Minimize visual noise Display images that are more on brand
- 42. Top 3 Usability Issues
- 43. Provide a clear description of the websites purpose Ensure page meta tag/description makes it clear that you can donate to multiple charities Ensure ALL charities details are complete Mission Statement, Description, Fund/Designation Provide users with visual feedback Saving credit card online, profile changes, donation cancellations Any Questions?
Editor's Notes
- #16: Steve Krug, author of Dont Make Me Think, says People scan Web pages, they don't read them. We don't make optimal choices, we satisfice. Follow his guidelines for making your site as scannable as possible by: - Creating a clear visual hierarchy to show relative importance of content (H1/H2 etc.) - Breaking pages up into clearly defined areas - Make it obvious what's clickable - Minimize noise/omit needless words (general guideline is to get rid of half of the words on each page, then get rid of half of what's left. Per Nielsen, every extra unit of information [] competes with the relevant units of information and diminishes their relative visibility
- #24: When a user opts to cancel a donation, display a dialogue box: - prompting users to confirm that they wish to proceed with the cancellation -providing them with two options, the first a No and the second a Yes -provide a reason to reconsider cancelling Once a user has confirmed that they wish to cancel their donation: - provide a confirmation message, e.g. Your recurring donation of <$amount> that was being donated every <donation frequency> has now been cancelled. -provide a mechanism for users to optionally provide feedback on reason(s) for cancelling
- #26: Issue: The first step of the recurring donation process does not set clear expectations for users of what constitutes an acceptable start date. Users are permitted to select the current date as a start date and, only on submission does the site provide an error message providing feedback that current date is not valid as start date. Recommendations: 1. Grey out the current date in the calendar picker from which users select their donation start date to make it clear that choosing the current date is not allowed. This adheres to the error prevention heuristic of Nielsens Ten Usability Heuristics (web guideline) which states Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.
- #27: Issues: Initial donations details review page does not provide confirmation of the donation start and end dates selected by the user Subsequent donations details review page still does not provide confirmation of the donation start and end dates The confirmation of the date range that is eventually provided on the donations details confirmation page, is located too far from other summary info Recommendations: 1. Include the start and end dates in all donation details review pages
- #31: 1. Place save buttons at the bottom right of, and within, the applicable areas border on the page: a) the buttons position follows the users natural task flow b) it is clear that the button is related to the applicable area