Howto.gov/firstfridays Survey of Federal Government UX Practices Conducted by: Jonathan Rubin DigitalGov User Experience Program (GSA) Jean Fox Bureau.

Howto.gov/firstfridays

Survey of Federal Government UX Practices

Conducted by: Jonathan RubinDigitalGov User Experience Program (GSA)

Jean FoxBureau of Labor Statistics (DOL)July 10, 2013

GSA

Communities

Social Media

Training (DigitalGov University)

Challenges & Innovation

Usability

Digitalgov

GSA’s Digital Services for Agencies

• Training in User-Centered Design• Demonstration User Tests• Awareness• Community of practice

DigitalGov UX program

Our Survey of UX Activities

1. Survey Monkey with 65 respondents

2. 100% Cabinet agencies

3. Co-created with Jean Fox

4. Not scientific or representative

5. Goal: • Audience research• Develop web-based and in-person training• Share aggregate in presentations, etc.

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What we asked

1. Agency (but anonymous)

2. About you – title, UX education, team size

3. How widespread is UX

4. Challenges to implementing UX

5. Resources

6. Types of UCD methods

7. What would help?

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Good newsAverage team: 2 PT and 2 FT

Wide range of UX methods being used• #1 surveys, #2 style guide, #3 tests

Thirst for training, many self-taught

91% doing UX on websites, ⅓ mobile

Using respected tools (20% eyetracking!)

Future: More testing, services

Some agencies have UX institutionalized

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Challenges / Lack of…Awareness:

• “Refusing to believe the results of usability tests because they are painful.”

• “We are spending hundreds of thousands of dollars without one usability test. Web staff understand the need, but no one is listening.”

Facilities• “No facilities” / “Our lab is about 15 years

young” – facilities

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Challenges / Lack of…

Resources• “Very old models are used for interaction”• “Army of one”

Training • “Figure it out as we go along”

Standards / Best Practices• “Applying standard best practices can be

challenging… many offices and components have different processes and standards.”

34%

17%15%

15%

6%

6%5%

2%

What best describes what you do?

Website Mngr

Other

Project Mngr

UX Specialist

Web Designer

IA

Researcher

Web Metrics Mngr

# UX staff

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Part Time Full Time

Had at least 1 person

86% 59%

Average # of people

2 3

Range of people

0-10 0-30

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College / Grad school

Certification Workshops, webinars

On-the-job mentorship

Other0%

10%

20%

30%

40%

50%

60%

70%

32% 31%

66%

52%

17%

Where did your staff get UX training?

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Top to Bottom UX

Used frequently

Occasional UX

Know but don't practice

No one knows UX

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

3%

19%

46%

25%

8%

How widespread is UX?

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Web

sites

Applic

ation

s

Web

For

ms

Mob

ile A

pps

Mob

ile S

ites

APIs

Print m

ater

ials

Oth

er0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%92%

54%

37%32%

36%

17%22%

9%

What types of UX products do you work on?

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% Who “Often” or “Always” use these

Tests: Mobile

Contextual inquiries

Focus groups

Tests: Remote

Personas

Tests: High Fidelity

User Analysis

Expert Reviews

Task Analysis

Tests: In-person

Surveys

Style guides

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

12%

12%

13%

13%

15%

17%

22%

23%

23%

25%

34%

43%

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% Who “Never” use these methods

Personas

Tests: Remote

Context. Inquiries

Tests: High Fidelity

Test: Mobile

Card sorts

Tests: Low Fidelity

Affinity diagrams

Tests:: First-Click

Tests: Eyetracking

0% 10% 20% 30% 40% 50% 60%

20%

21%

26%

29%

29%

31%

31%

45%

46%

57%

Asked about UX methods• Top 3: Surveys, Style guide, Tests • Bottom 3: Affinity diagrams

Eyetracking, First Click• 10% never a usability test – bad?• 16% never a survey• Task analysis - 8.5% always, 55%

sometimes

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Training Needs• “UX Training classes - webinars aren't

enough”• “Software” - Morae, Surveys, CrazyEgg• “Any and all”• “Be more aware of findings”• “How to get buy-in from higher ups“• Methods: First-Click Testing, Style Guides,

Card Sorts, Surveys, Task analysis

Plans for the future

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Asked about future plans:

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Biggest obstacle to using UX?

Tried UX, failed

Other

No UX awareness

Don't get UX ROI

UX not built in

Lack of time

No resources

0% 10% 20% 30% 40% 50% 60% 70% 80%

5%

13%

36%

53%

58%

61%

71%

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One-way mirror

Observation room

Testing room

Other

Multi-purpose rooms

No space for testing

0% 10% 20% 30% 40% 50% 60%

8%

15%

17%

23%

26%

54%

Which do you have? (check all)

Summary: Challenges

Resources - staff and metrics software

Awareness – Managers not sold on UX

Training - Staff and Manager

Standards / Best Practices

Testing facilities

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DigitalGov User Experience Program

Jonathan Rubin

[email protected]