IL Academy Usability Test Maura Robinson August 18,2015
Š Intralinks 2014
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Test Method Overview GOALS OF THE STUDY •
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Information Architecture • Does the organization of content make sense to the user? • Is the terminology clear? Does it reflect the content in a way that is meaningful to the user? Navigation • Is the user able to easily move throughout the site? • Does the user have a sense of place no matter what their location in the site? • Is the user able to move within and between content categories easily? Findability • Can the user quickly and easily find the desired content?
TEST STRUCTURE •
We tested 6 participants on premises and remotely over 3 days in August (see Appendix)
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Test sessions were one-on-one
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Each test session was approximately 45 minutes
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Test facilitator followed a structured test script (see Appendix)
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We asked participants to complete 7 tasks using a think-aloud protocol
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All sessions were video-recorded
DATA COLLECTED
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Screening questionnaire results (users’ backgrounds)
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Usability issues observed during testing
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Post-test interview responses
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Global Findings
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Global Findings Information Architecture
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Participants understood the organization of the site with product lines at the top and each line containing four categories. Slight confusion arose from the Platform Extensibility tab because it differed from the rest. Participants easily understood the difference in content between User Guides and Tutorials Participants understood general roles, however some confusion arose with intermingling of roles and products in Dealspace, with similar terminology between Manager, and Dealmanager. Participants suggested adding a global button for live support and contact us in the top or bottom navigation, instead of having this content specific to the homepage or FAQ pages.
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Global Findings Navigation
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Participants were easily able to move throughout the site, consistently understanding their place
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Participants were able to navigate to any part of the site using the top navigation
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Participants found it easy to move to different content categories within lines of business, and from one line of business to another
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Detailed Findings
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Tutorials vs. User Guides Findings •
Participants easily understood that user guides contained written content and tutorials contained video content
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Majority perception of User Guides:
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Written step by step instructions
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Used to find information for specific tasks
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Quick find
Majority perception of Tutorials: •
Video
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More extensive
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Walkthroughs of how to use a product
Recommendation •
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Implement the Tutorials and User Guides terminology
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Find a Specific Video Tutorial Findings •
Participants found the navigation to both tutorials and user guides very simple
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Participants responded that the preferred form of content for installing desktop software was written guides with visual aids.
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Several participants called for a VIA desktop install button right on the page, either in the dropdown or on the user guide page.
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Participants appreciated the option for both video tutorials and user guides
Recommendations • Consider adding a download link for VIA desktop client directly on the website
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Select the Appropriate Role Findings • Participants were given a task that required them to select the correct role (Manager) in order to navigate to the content. • Participants mostly had ease with selecting the appropriate role • Confusion arose from terminology used: Manager, Deal Manager, Designer ““I know that these aren’t the same, but if someone wasn’t familiar with the product they would be confused by that” P6 “The two manager things threw me off, I think they could be separated a little bit differently. I don’t know that Dealmanager needs to be under roles for dealspace.” P4 Recommendations • Consider separating the products (Intralinks Designer, Secure Mobile, and Dealmanager) from the roles (Manager and Reviewer). This could be done by adding a Products category to the dropdown
o o
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Tutorials by Role Manager Reviewer Tutorials by Product IL Designer IL Secure Mobile IL Dealmanager
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Navigate from Tutorials to User Guide Findings • Participants easily navigated to user guides • Participants preferred PDF to open in a new tab for ease of use • Participants didn’t immediately understand the organization of the page. Some felt the order was determined by frequency of use, some thought it was by product. • Participants felt there were not enough visual aids to communicate order “It’s a little confusing. The presentation of it- there are a lot of words, I would be looking for the words “Desktop installation”, I think [the layout of] tutorials is more presentable because there is less text and you can visually see what you’re looking for” P3 • Participants requested a “home” button for the home screen “Some improvements, Maybe label the home icon to make it even more evident” P4 “Put a home label next to IL academy button” P6 Recommendations • Consider adding a visual indicator that groups each section so the organization of the page is more obvious to users. This could be done through both grouping with category titles as well as sorting in alphabetical order.
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Interact with a Video Tutorial Findings •
Participants easily used the left navigation to change topics
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Participants found the point by point description listed within the video clear
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Participants had a hard time easily identifying when the video changed from one topic to another “It’s not obvious when clicking on a different link that the video changed so if it could be a little more obvious that it changed, some way of letting me that it’s in a different section that would be better” P2
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Participants suggested adding a video count to the carousel “It would be nice to have a list or a count, a numbered list that outlines the contents rather than having to scroll through it” P6
Recommendations
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Consider including a stronger visual Indicator in the left navigation to alert users when they are switching to a different topic. This can be done by establishing a common area highlight in visual design, or more visible titles above the video.
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Include a video count (1/6) next to the video carousel
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Include the total and elapsed time of the video within the video player
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Place the closed captioning control in a more intuitive area, closer to the actual video player controls so users have a better idea of what it relates to.
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Change the video thumbnails to ensure that they differ between subjects 11
Contact the Live Support Findings •
Participants expected the Live Support and Contact us to be visible on every screen in either the top right or bottom navigation “I would expect to see a “Contact Us” in the top navigation, then I would look in the bottom navigation to see if there was a support button or anything” P2
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When participants did not see Live Support in the top nor bottom navigation, they returned to the homescreen “ I would go home because I’m not seeing anything in the top navigation” P4
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Participants found the Live Support and Contact us in the FAQ helpful “ The placement of contact us on the FAQ screen makes sense” P3
Recommendations
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Consider including global Live Support in either the top or bottom navigation
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Consider implementing a chat window for live support to assist users in the context of the site
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Find a Specific FAQ Findings • Participants did not understand the meaning of “Platform Extensibility” “I have no idea what that means” P1 •
Participants had trouble locating Intralinks Courier in Platform Extensibility “Even when you scrolled over platform extensibility it doesn’t say anything about Intralinks courier being in there until you scroll over tutorials- that one’s definitely hard to find” P6 “It was hard to tell where Courier was on the site. I would want to hover over platform extensibility and see the different products it contains and then break it down from there” P2 •
Participants tried to locate a search bar to search for specific key words such as “Courier”
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Once Participants were able to understand that Courier was under Platform Extensibility, they found the FAQ page to be organized logically and easy to use
Recommendations • • • © Intralinks 2014
Consider changing the terminology of Platform Extensibility to a word that indicates it contains information on a variety of Platform extensions “Extensions and More” Display the products under platform extensibility to allow users to easy navigate to these categories Implement a global search function placed in the upper right navigation
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Post-Test Survey
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Post-Test Survey What did you think about the design you saw today? • Participants commented that it was overall a good design, minus a few frustrations with platform extensibility, and grouping items more clearly.
What did you like best about the design? •
Participants responded with a variety of things they liked such as the top navigation, and how the video content was broken up into subtasks.
“ The products are all laid out at the top, even if I’m not on the homepage I have the option to go to VIA, Dealspace, Debtspace, etc.” P3
What did you like least or what needs improvement? •
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Participants suggested that adding a search feature , global contact us, and improved grouping of certain categories such as platform extensibility, and the Dealspace roles dropdown would enhance the design.
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Post-Test Survey (continued) Tell me what you think about navigating the site? •
Participants said it was easy for the most part, but would suggest a label for the home icon.
Tell me what you think about the organization of content? •
Participants commented that it was good overall, and straightforward. Several participants suggested grouping content together by topic and linking tutorials and user guides with similar content together.
How do you feel about having two sections for content (Tutorials and UserGuides) • Participants responded that they enjoyed the separation between tutorials and user guides, that this made sense. They also liked the option of receiving content in both video and written form.
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Post-Test Survey (continued) How long on average would you spend watching a tutorial video? • Participants responded that the average they would spend viewing a tutorial would be around 1-2 minutes ideally, and 5 minutes maximum, but this depended on the context. If they were learning a new product, the responses ranged from 20 minutes to 40 minutes that they would be willing to spend watching the tutorial.
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Appendix
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Participant Demographics
Participant
Name
Employer
Job Function
Age Group
P1
Nagarjuna Chennasubbanna
Intralinks
Business Developer
25 - 39
1 year 3 months
No
Kyle March
Intralinks
Security Analyst Intern
18-24
5 months
No
Intralinks
Co-Op Sales Associate
18-24
1.5 months
No
Intralinks
Social Media Strategy Intern
18-24
3 months
No
Intralinks
Talent Acquisition lead
35 - 44
11 months
Minimal
Intralinks
Quality Engineer Intern
18-24
3 months
No
P2
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Experience with IL Training Resources
Amount of Time at Company
P3
Joanne Li
P4
Aiko Suyemoto
P5
Jennifer O'Neil
P6
Pat Bradley
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Participant Tasks Task #
Scenario
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Task Description You have just been hired as the manager of your department at Intralinks. In your role you will be working with three products: Dealspace, VIA, and Intralinks Courier. You are unfamiliar with the products and would like to learn about the function of each one and the best practices to interact with it. Your colleagues recommend you use the website Intralinks Academy, which contains information on each of these products. Using the site, please show how you would perform the following tasks.
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You have just opened the Intralinks Academy website and want to review what types of information might be available for Dealspace. Briefly describe what you think each section might contain.
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You were given a new laptop PC upon being hired for your role. You want to download the desktop version of VIA to your laptop. Find out how to install the Desktop version of VIA on your PC.
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You manage three people on your team, and you’d like to know how to group them together in order to share documents more effectively. Find out how you would do this in Dealspace.
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As the manager you have executive control over your team’s workspaces. You are looking to see what types of settings you can apply in Dealspace as the administrator of a workspace. Find this information.
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Show me where the all the videos for managing folders are in Dealspace.
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You are having difficulty finding a specific topic and would like to ask for help. Show me where you would go to call the help line.
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You are a new user of Intralinks Courier. You are curious if it is possible to send a private message within this producta question users commonly ask. Locate the answer to this question. 20