Client: Dean Michael Shaughnessy Project: Increase usability and organi- zation of the W&J Summer program website, with a long-term goal of improving upon current registration rates. Dear Dean Shaughnessy, Contained in the following pages is research I have found that would assist in making the W&J Summer site more user- friendly. After the research, I provide examples of what other schools do well and explain some of the features that make them effective. My hope is that after you read the document it will inspire you to examine the site more closely and enable you to make any changes you deem appro- priate to creating a better user experience. Best, Andy McKenna
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Client: Dean Michael Shaughnessy
Project: Increase usability and organi-
zation of the W&J Summer program
website, with a long-term goal of
improving upon current registration
rates.
Dear Dean Shaughnessy,
Contained in the following pages is
research I have found that would assist in
making the W&J Summer site more user-
friendly. After the research, I provide
examples of what other schools do well
and explain some of the features that make
them effective. My hope is that after you
read the document it will inspire you to
examine the site more closely and enable
you to make any changes you deem appro-
priate to creating a better user experience.
Best,
Andy McKenna
How Do Users Think?
Users appreciate quality and credibility.1If a page provides users with high-quality content, they are willing to compromise the content with adver-
tisements and the design of the site. This is the reason why not-that-well-designed web-sites with high-
quality content gain a lot of traffic over years. Content is more important than the design which supports
it.
Users don’t read, they scan. Analyzing a web-page, users search for some fixed points or anchors which would guide them through the
content of the page.
Eye tracking studies conducted by Jakob Nielsen show that users read content that resembles an F shape, meaning that the reading starts from the upper left of the web page, next it moves down a little starting from the left again.
1. I did research on other sites, but this list from Smashing Magazine ended up being the most comprehensive of the information I gathered:http://uxdesign.smashingmagazine.com/2008/01/31/10-principles-of-effective-web-design/
The eye tracking scans are from: http://www.nngroup.com/articles/f-shaped-pattern-reading-web-content/
2
Web users are impatient and insist on instant gratification.Very simple principle: If a web-site isn’t
able to meet users’ expectations, then
designer failed to get his job done prop-
erly and the company loses money. The
higher is the cognitive load and the less
intuitive is the navigation, the more
willing are users to leave the web-site
and search for alternatives.
Users don’t make optimal choicesUsers don’t search for the quickest way
to find the information they’re looking
for. Neither do they scan web-page in a
linear fashion, going sequentially from
one site section to another one. Instead
users satisfice; they choose the first rea-
sonable option. As soon as they find a
link that seems like it might lead to the
goal, there is a very good chance that it
will be immediately clicked. Optimizing
is hard, and it takes a long time. Satisfic-
ing is more efficient.
Both pictures show: sequential reading flow doesn’t work in the Web. Right screen-shot on the image at the bottom describes the scanpath of a given page.
3
Users follow their intuition. In most cases users muddle through
instead of reading the information a
designer has provided. According to
Steve Krug, the basic reason for that is
that users don’t care. “If we find some-
thing that works, we stick to it. It doesn’t
matter to us if we understand how
things work, as long as we can use them.
If your audience is going to act like
you’re designing billboards, then design
great billboards.
Users want to have control. Users want to be able to control their
browser and rely on the consistent data
presentation throughout the site. E.g.
they don’t want new windows popping
up unexpectedly and they want to be
able to get back with a “Back”-button to
the site they’ve been before: therefore it’s
a good practice to never open links in
new browser windows.
4
More organized than most local competition2
Compared to sites like Pitt and Duquesne,
W&J’s Summer site actually makes it
easier to find appropriate information.
Not in terms of streamlined links, but in
terms of being generally accessible and
easy to navigate.
Links are mostly usefulThe links in the side bar are appropriate
and lead to things that are useful. The
news box could be tweaked, but that may
change as content is added.
Consistent with overall site designThis is something that CMU and Pitt
don’t do particularly well. Their Summer
school sites are literally different site, and
don’t feel official. The W&J site is inte-
grated well enough with the overall
design to look official and be consistent
with the user experience.
2. For research, I used: Pitt, Duquesne, CCAC, RMU, Cal U, IUP, Slippery Rock, CMU, Carlow, PSU, St. Vincent
5
SimplifyOverall, the biggest thing the site could do
better is to actually do less. It’s trying to
be too many things instead of just assisting
the user in what they want to do. One of
the best things that art sites3
do really well
is to keep the simple and allow the users to
control their experience more easily.
Smaller info blurbs - avoid wallsThe site has a wall of text in the informa-
tion section. Given the way people scan,
they may never find information they
need, so things need to be done to separate
the information and the copy in a logical
way.
Link to WebAdvisor and CatalogThe site currently doesn’t link to WebAdvi-
sor or the Catalog, both of which would be
very usefull and that even Pitt does on
their site.
3. For research, I used: The Pratt Institue, RIT, RISD, CalArts, The Parsons School, The Standord D-School
Integrate with full siteThe Summer page needs to be part of the
site. I spent a lot of time just trying to find
the Summer site from W&J’s main page,
and had to google it to find the site.
Keep clicks downPeople talk about the number of clicks a