1 EERE Communications EERE Web Coordinators Meeting 11/19/2015.

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EERE Communications

EERE Web Coordinators Meeting11/19/2015

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Web Coordinators Meeting• Around the Room—Carolyn, Alex• New government-wide design standards• Update from DOE Web Council • Communication Standards: Update and Migration –

Elizabeth Spencer• Communication Standards: Lessons Learned – Theresa von

Kuegelgen

Agenda

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Kuegelgen

Agenda

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Kuegelgen

Agenda

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Kuegelgen

Agenda

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Communication Standards Update and Migration

Communication Standards has migrated to Energy.gov! You can find the new website at:

http://energy.gov/eere/communicationstandards/

Remember to update your bookmarks!

(You can also find a link on the Communications Team page on About us: energy.gov/eere/about-us/communications-team)

But how did we get here? This project ran throughout Fiscal Year 2015.



http://energy.gov/eere/about-us/communications-team



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Updating the Content and Migrating it to Energy.gov

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The Challenge• By Fiscal Year 2015, many of EERE’s websites had migrated

into Drupal.

• We had more than 90 content pages about developing websites, and most of them referred to websites outside of Drupal.

• EERE also had websites inside and outside of Energy.gov’s Drupal environment. How could we update Communication Standards in a way that helped everyone?

• Communication Standards needs to set a good example and be in the standard hosting environment.

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The Solution: A Complete Content Overhaul• We worked with content specialists—particularly Drupal

specialists.

• How can we make content accessible in Drupal?• What can content specialists do by themselves (because

that needs to be on Communication Standards!)• What do people need Site Coordinators for?• What should we do with our coding standards for

websites outside of Energy.gov?

• Usability testing: What do our users expect to see?

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The Numbers• We updated 91 pages, mostly in the Website and About the

Communication Standards Website sections

• Deleted 18 pages

• Created 11 pages

• When the content updates were all complete on the old WWW1 website, we migrated 99 pages to Energy.gov.

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What’s New?• The Website section is ALL about Drupal.

• The content about coding any website that’s outside of Drupal is in a small section, with no left navigation.

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What’s New?• Lots of new content:

• How to code in Drupal, including page types, block types, linking in Energy.gov, creating webforms in Energy.gov, and more.

• Energy QA Checklist, for checking to see that your pages meet all of the EERE and federal website requirements

• Streamlined Web writing requirements and best practices.

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Title Tag Review

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Communication Standards Migration: Title Tag Review

After the migration, we reviewed the title tags (H1s) in the Energy.gov template.

During the review, we discovered that some of the title tags needed more specificity due to:• Sites in the EERE template had their site names in the banners.

In Energy.gov, users rely on left navigation and headers to let them know what site they are on.

• New context • User experience

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BEFORE REVIEW


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AFTER REVIEW


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BEFORE REVIEW


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AFTER REVIEW


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BEFORE REVIEW


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AFTER REVIEW


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Lessons Learned from UX Research Study

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www1.eere.energy.gov/communicationstandards/

Website UX Study: Background

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Website UX Study: Purpose

EERE had major content updates for its Websites section, which involved revising the information architecture (IA). Before finalizing the IA, we proposed a study to help ensure user friendly IA due to significant content changes.

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Website UX Study: Three Methodologies

1. Survey (Quantitative/Qualitative)• Identify content of greatest interest• Identify some common tasks• Learn more about audience segments• Determine user overall satisfaction with current website• Collect comments/suggestions from users for improvements

2. Tree Testing (Quantitative) Test the IA with users and modify as needed

3. Usability Testing (Qualitative/Quantitative)Test the IA with users and modify as needed

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Website UX Study: Participant Recruitment

Because the NREL Communications Office has a large number of actual users, we recruited participants via our email distribution lists.

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Methodology #1 – User Survey

• Survey Monkey• Thirty-four respondents • Nine questions:

1. What best describes your role?2. How often do you visit the website?3. When you have visited the website, what information were you looking for or

what task were you trying to accomplish? 4. Were you successful in accomplishing your task?5. How likely is it you would recommend the website to a colleague? (Net

Promoter Score)6. How interested are you in the following Web governance information?7. How interested are you in the requirements/process for creating the

following?8. How interested are you in requirements and guidance on the following?9. Do you have any comments or suggestions for the website?

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Q3: When you have visited the website, what information were you looking for or what task were you trying to accomplish?

Top Tasks• PDFs• Style guide• Logos• WGT guidance/requirements

User Survey Helped Determine Top Tasks on Website

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Net Promoter Score

A Net Promoter Score measures a website’s overall user loyalty and satisfaction. Also it provides a score for benchmarking.

EERE Communications Standards score: 7.44. How the score is calculated:

• Promoters (score 9-10) are loyal, enthusiastic users• • Passives (score 7-8) are satisfied, but unenthusiastic users• • Detractors (score 0-6) are dissatisfied/unhappy users.

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Web Governance, Roles & ResponsibilitiesFederal RequirementsProject Process & ApprovalsNavigationWeb WritingPDFs Graphics & ImagesVideos, Animations, & AudioContent Management SystemApplications Development

TemplatesMaintenance

Content AnalysisUser Experience Research

ToolsNewslettersSocial Media

Survey Results: Information Architecture – v.1

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• Will users find information about application templates? • Will users be able to find Content Analysis?• Will users know to go to Content Management System for

energy.gov Drupal information?• Will users look under User Experience Research>Tools to find

information on Crazy Egg, etc.? • Will users look under Social Media for Widgets?

Survey Results: New Research Questions

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• Treejack (and other IA testing tools) allows you to remotely test IA without visual distractions or navigation aids.

• The tool answers: – Is my information hierarchy well structured?– Are the taxonomy and navigation labelling appropriate?– Can people find what they’re looking for?

Methodology #2 – Tree Testing Tool

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Tree Test Results

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Web Governance, Roles & ResponsibilitiesFederal RequirementsProject Process & Approvals

TemplatesWidgets

NavigationWeb WritingPDFs Graphics & ImagesVideos, Animations & AudioEnergy.gov Content Management SystemCoding Requirements

WidgetsMaintenanceContent AnalysisUser Experience Research

ToolsNewslettersSocial Media

Tree Test Results: Information Architecture – v.2

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• Will users find Templates under Project Process & Approvals?• Why do some users think Content Analysis is related to UX/UCD or

Content Management System?• Will users find Crazy Egg under User Experience Research>Tools?• Should we keep Content Management System spelled out or use

CMS?

Tree Test Results: New Research Questions

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Methodology #3 – Usability Testing

• Recruited five participants who hadn’t participated in tree testing• Moderated, in-person usability testing• Morae software

– Recorded video of participants mouse movements and clicks, and facial expressions

– Surveyed participants after test (System Usability Scale questionnaire)

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The System Usability Scale (SUS) provides a “quick and dirty,” reliable tool for measuring usability. Originally created by John Brooke in 1986, it allows you to evaluate a wide variety of products and services, including hardware, software, mobile devices, websites and applications.

Benefits of using a SUSSUS has become an industry standard, with references in over 1300 articles and publications. The noted benefits of using SUS include that it:• Is a very easy scale to administer to participants• Can be used on small sample sizes with reliable resultsIs valid – it can effectively differentiate between usable and unusable systems.

SUS ScoreA SUS score above a 68 is considered above average. Anything below 68 is below average.

Source: Usability.gov

System Usability Scale

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Concern # of Ps Affected

Rationale Severity Quick or Long-Term Fix

Recommendation

Most Ps couldn’t find “Templates” under “Project Process & Approvals.”

4 It’s an important task when developing an application.

High Quick Move up to 1st level left nav on its own or use existing “Templates & Navigation.” Note: some users may still go to “Publications. . .Templates” first in the top nav; suggest providing link to this page from the pub templates page.

There was some hesitancy finding “QA Checklists” for Videos.

1 Webinars are commonly posted on EERE websites.

Low Quick Provide links to QA checklists from the Videos, Audio, and Animations pages. This will accommodate users who might go to the Video page to find the checklist, etc.

When looking for info. on CMS, the P who failed and the P who hesitated were looking for “content” in terminology.

2 This is new info. on the website.

Low Quick Spell out CMS as intended and per best practice.

Some users might not know what a “Content Analysis” is, confusing it with UX research. They may have done so in the survey as well. Some might not know what UX research is.

3 Because UX is of great interest per survey, it’s important for users to distinguish between the two.

High Quick/Long-Term

Because it might be a comprehension issue, needs more research, possibly a card sort. Overall, the term “analysis” needs to be carefully used. Potential quick fixes: 1) change “Content Analysis” to “Content Inventory & Strategy” as H1? 2) Change “User Experience Research” to “User Experience Research & Analysis” ?

Usability Concerns and Recommendations

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Web Governance, Roles & ResponsibilitiesFederal RequirementsProject Process & ApprovalsTemplatesNavigationWeb WritingPDFs Graphics & ImagesVideos, Animations & AudioEnergy.gov Content Management SystemMaintenanceContent Inventory & Strategy (in process of being updated)User Experience Research & StatisticsNewslettersSocial Media

User Testing: Information Architecture – v.3

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Next meeting: December 17, 1:00-2:00 ET11-12 Mountain

Golden: X300 & HQ: 5E-069

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