Date post: | 11-Apr-2017 |
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Overall Goal
To provide the VA National Center for PTSD with an understanding of how end users label/categorize information. This will result in a navigation that is
functional and simple. We utilized the techniques of card sorting, personas, content strategy, competitor analysis,
search, and wireframing to achieve these goals
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In-class workshop/discussions within our group (i.e. more specific categories to make navigation easier to understand for users)
Content inventory data (i.e. main finding for navigation: “Categorize and label content by type of user”)
■ Professionals■ PTSD Victims■ Family/Friends of PTSD Victims
Card Sort Overview
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Utilized content inventory data and settled on 38 cards for the closed card sort:
PTSD Basics Types of Trauma
AboutFace Treatment Overview
Find Help Help with VA PTSD Care
Locate a Clinic Self Help
Do I have PTSD
Apps, Videos, & Resources
Family & Caregivers
Women Children Cultural Considerations
Asian Amer. & Pacific Islander
African Amer. Vets
Native American Vets
Hispanic Veterans
Cross Cultural Considerations
Forms & Handouts
Assessments Adult Interviews & Self Report
Measures & Screens
Treatments
Early Intervention
Education & Manuals
Courses Research & Publications
Treatment Options
What We Do PTSD Awareness
Divisions & Staff
Press & Promotion
Positions Available
About our Website
Subscribe for Updates
Newsletters & Update
Closed Card Sort
● Home● What is PTSD?● Treatment &
Coping● Professionals● About You
Categories Used:
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Participants
Average Completion Time
-Closed Sort: -Open Sort:
8 minutes 11/12 minutes
Professionals within the field
Those directly affected with PTSD
Those who have a friend or family member with PTSD
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What We Were Trying to Discover
● Which items appeared together most often?
● Which items did participants struggle to classify?
● What new suggestions or labels were made?
● Were any items put in more than one grouping?
● Were any other items of interest brought up during the sessions?
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Results of Closed Card Sort● Cards that participants struggled to classify into the
same category were: 1 - “Apps, Videos and Resources,” and 2 -“Cross-Cultural Considerations” as well as “Cultural Considerations”
● Cards that appeared together consistently with the same category were: “Measures & Screens” placed within “Professionals,” and “Self Help” placed within “Treatment & Coping”
● New labels that participants created were: “Individuals & Family,” “Staff & Positions,” and “Treatment & Trauma”
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Participant Feedback
● Sort: ClosedParticipant 1: Baltimore, MDComment: “There seems to be a fair amount of overlap with cards. Condense these into similar groups, and create less options.”
Participant 2: Catonsville, MD Comment: “The treatment cards seemed like they could go under ‘Treatment & Coping’, or under ‘What is PTSD?’”
● Sort: OpenParticipant 3: Catonsville, MD Comment: “The categories seemed easy enough to logically create areas to fit most cards. However, the cards themselves should be more diverse.”
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PTSD User ProfilesVA - PTSD
Carl Winslow, Veteran
“I’ve been feeling bad lately and I’m not sure if it could be PTSD and if it is... what should I do? I don’t think staying at home will help me.”
Jon Marks, Veteran w/ PTSD
“Discovering new ways of interpreting my experiences with war and processing through them is something I can’t discover very easily.”
Sarah Marie Rodriguez, Wife of Veteran
“I don’t know what is happening with my husband right now- everything changed since he returned from his last tour….this is supposed to be an exciting time in our lives…”
Charlene Stewart, At Risk Community Worker
“I need to stay current with my continuing education courses, as well as be able to provide the at-risk youth administrators that I train, with the appropriate training and tools.”
Nathan Langley, Veteran Clinician
“Discovering relevant resources to provide my patients with as well as conduct and contribute to my research can be a very daunting and time consuming task.”
Site AnalysisVA - PTSD
Redundant &
dense
information
Information is duplicated in
multiple places and pages are
text heavy which makes the
website seem unorganized
and overwhelming. The site, as
is, is not intuitive
Layout makes it difficult for
users to quickly access
information that they seek
Overall ,the website is a great
resource that can be utilized
by various audiences, even top
competitors such as the Mayo
Clinic and NIMH
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Useful
information
Layout
Layout: Unanswered Questions
What is PTSD?
What causes PTSD?
What are the symptoms and risks of PTSD?
Where to get treatment for PTSD?
Where can I quickly find resources and materials?
What is the most current research on PTSD?
What are my continuing ed requirements and how can I get them?
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How is PTSD diagnosed?
For the Public
For Professionals
Users must decide between “For the Public” and “For Professionals” which may potentially cause confusion; navigation at first glance does not easily answer the following questions:
VA - PTSD
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Layout: Unanswered Questions Walk ThroughVA - PTSD
1
23
4
56 7
8
Her main goals are to find out what is PTSD (4 clicks), what are its symptoms (skips over this), what are the treatment options and where can she get help
Layout: Unanswered Questions Walkthrough - CompetitorsVA - PTSD
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Sarah can answer her questions in 3 clicks or less ; she is also “guided” on what to research next
Mayo Clinic
1
2
3
1
2
3
NIMH
Navigation headings and subheadings are duplicated
in various places, which may result in information
being dismissed- ex.: PTSD Consultation
Redundant & Dense Information
Paginas en Espanol Navigation Headings
VA - PTSD
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The Spanish translation comes across as an
afterthought and not as useful resource- looks
slapped onto the page
Redundant & Dense Info.: Paginas en Espanol Solution
VA - PTSD
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Three options of how Paginas en Espanol can be presented on the site:
1. cancer.org2. healthfinder.gov3. familydoctor.org
*adding an En Espanol button or link at the top of the page, which allows everything to be translated to Spanish including the navigation, will make it easier for Spanish speakers to navigate, as well as reduce the amount of clutter on the page
Redundant & Dense Info.: Footer SolutionVA - PTSD
Condense links to: Disclosures, Privacy,
Terms of Use, FAQs, Legal Notices, Affiliates,
Careers, Resources for Veterans, Site Map,
Contact Us
Move social media icons to the right of the
footer
Remove email updates and use hyperlinked
logo images for partners that need to be
highlighted
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Make use of pop up boxes that appear and disappear
when clicked/moused over; this provides a cleaner
look
Redundant & Dense Info.: Profile Solution
Current Suggested
VA - PTSD
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Very text heavy and cluttered in appearance; requires user
to have to scroll down the page to read about others
Search: Location & DesignVA - PTSD
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VA Search is placed in a more prominent position (top right of page) compared to the PTSD Search (lower right of page
PTSD Searh requires users to choose a section before entering their search term
Search: MobileVA - PTSD
Search is the key form of navigation
for users viewing the PTSD site on
mobile devices. The current site uses
responsive design, but the location of
the search makes it difficult for users
to search
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Recommendation
Position the PTSD search box
at the top of the mobile
screen and have it span the
entire width. This makes the
search bar more visible and
easier to use
The current
PTSD search
appears at
bottom of
mobile
screen
Search: PTSD vs Web MD ResultsVA - PTSD
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Option to refine research results by category
Results from different categories shown in the Top 3 results
Additional information on the type of result and
source
Recommendation
Use facets to enable user to search by media
type (e.g. “Find videos” and provide useful
information in the summary -- such as the type
of document, its source and content)
Findings
Search Analysis SummaryVA – PTSD
People use search to navigate a
site and access information
The search and search results
must be user friendly Unified search- have a single
search for the entire site OR
make a clear distinction between
the VA search and he PTSD
search
Faceted search - allows users to
search by different facets of the
content (e.g. media type,
category, etc…) Include facets in
search results
People use search to discover
new content
The search must be placed in a
prominent/visible location
Search filters-allows users to use
filters to refine search results
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Recommendations
The Proposed Site Map
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About Us
Who we are
Our History
Mission, Vision and Goals
Our Future Outlook
Leadership & Divisions
Social Media & Awareness
Press Releases
Initiatives
Doing Business with Us
Working at NCPTSD
Working with Us
Media Kit & Contacts
Logo & Widgets
NCPTSD Careers
Research
Education
Milestones, Awards & Achievements
PILOTS Database
For Professionals
Tests & Diagnosis
Measures by NCPTSD
Measures by Other Organizations
Education & Manuals
Research & Publications
Treatment
Early Intervention
Cultural Considerations
Resources
Veterans
Children
Community Providers & Clergy
EmployersEducational Institutions
Individuals, Families & Community
What is PTSD
Causes
Symptoms
Get Help
Self-Help
Help & Coping
NCPTSD Home
Forms & Handouts
Family & Friends
Disaster Responders
Medical Doctors
Legal Systems
Research
WomenTools
Site Map RecommendationsVA - PTSD
Remove section home pages Condense like items Clearer navigation labelsFlatten architecture
This will ultimately
guide users where to
go. Current labels are
unclear
Makes it easier for
users to navigate
Reduces the amount
of duplication that
occurs throughout the
site
This reduces the
number of clicks
needed to access
information.
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Wireframe Main Heading
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For ProfessionalsIndividuals, Families and Communities
About Us Search the National Center for PTSD
Slideshow of images
Veterans Crisis Line
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3
Navigation
broken into
3 main
categories
PTSD search
Site highlights
Hospital LocatorMy HealthVet Online
Wireframe Sub Heading
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Add a dropdown
menu/overlay that
has includes
heading sub-
sections. Users can
find the information
they need quickly
Individuals, Families and Communities
About Us Search the National Center for PTSDFor Professionals
1Tests & Diagnosis
Measures by NCPTSD
Measures by other organizations
Education & Manuals
Research & Publications
PILOTS database
Treatment
Early Intervention
Cultural Considerations
Tools
Forms & Handouts
Educational Institutions
Veterans Crisis Line Hospital LocatorMy HealthVet Online
Wireframe Subject
PageLayout
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For ProfessionalsIndividuals, Families and Communities
About Us Search the National Center for PTSD
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed ornare ligula eros. Suspendisse nec massa quis dolor elementum consectetur. Integer tempor nisl nunc, eget bibendum purus vestibulum vel. Sed laorea. Donec mi est, accumsan sed sem eleifend, bibendum tempor justo.
Sed sodales porttitor arcu, mattis efficitur dolor imperdiet viverra. Aliquam varius justo eget nulla accumsan iaculis et aliquam lacus, ac dapibus mi pharetra. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed ornare ligula eros. Suspendisse nec massa quis dolor elementum consectetur. Integer tempor nisl nunc, eget bibendum purus vestibulum vel. Sed laorea. Donec mi est, accumsan sed sem eleifend, bibendum tempor justo. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed ornare ligula eros. Suspendisse nec massa quis dolor elementum consectetur. Integer tempor nisl nunc, eget bibendum purus vestibulum vel. Sed laorea. Donec mi est, accumsan sed sem eleifend, bibendum tempor justo.
En español
Title of article goes here
Individual, Families and Communities : Resources & Tools : Veterans
Wireframe Search Results Layout
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For ProfessionalsIndividuals, Families
and CommunitiesAbout Us Search the National Center for PTSD
Search results for “PTSD symptoms”Related search
Common symptoms of PTSDDo I have PTSD?PTSD diagnosis
Top searchesPTSD treatment
Insurance coverage for PTSDCoping with PTSD and work
Symptoms of PTSD – National Center for PTSDIndividuals, Families and Community: Symptoms
Posttraumatic Stress Symptoms among Older Adults: A review – PTSD: National Center for PTSDIndividuals, Families and Community: Resources: & Tools: Veterans
Trauma checklist for Young ChildrenIndividuals, Families and Community: Resources: & Tools: Children
Screen for Posttraumatic Stress Disorder (SPTSS) – National Center for PTSDProfessionals: Tests & Diagnosis : & Tools: Veterans
Filter by media > PDF | Video | Download
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When tapped, the menu slides in
from the left.
Users are still broken up into
categories, and when the user
chooses their specific category, it
takes the user directly to that
homepage.
Search is prominently shown at the
top of the mobile page
Search the NCPTSDIndividuals, Families and Communities
For Professionals
Slideshow of images
Veterans Crisis Line
My HealthVet
Online
HospitalLocator
Mobile Navigation Solution
About Us
Forms & Handouts
Tests & Diagnosis
Measures by NCPTSDMeasures by other organizations
Early Intervention
Research & Publications
Education & Manuals
Cultural Considerations
Tools
Search the NCPTSD
About Us
For Professional
Individuals, Families, and Communities
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The Sub navigation is imbedded into
the main navigation (with it being
highlighted prominently)
Main navigation is still
visible (just not as
prominent)
Main navigation
(before sub. nav.) is
displayed
Mobile Navigation Example - AETNA
“Simplicity is is the ultimate sophistication.” - Leonardo da Vinci
Strategic AdviceVA -PTSD
Reduce the amount of embedded links on the pages
Provide clearer descriptions for navigation headings and consolidate those
that can be grouped together
Refrain from duplicating information under various sections of the
navigation
Reduce the amount of text and unnecessary information ex: the
Spanish translation
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2
4
1
3
Thank you for your time and letting us present to you our findings and solutions.
The EndVA - PTSD
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User Profile: Corey Winslow
ProfileAge: 59 years oldLocation and Job Title: Richmond, VAEducation: High school, adult college course in business administration
Job Title: On disabilityRelationship/Family Status: Never been married, lives with younger brother and his family
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VA - PTSD
Technical Abilities:Has some computer skills but not confident, usually gets his nephew to help him fill online forms. Uses his smartphone to access internet, mainly for entertainment (watching videos, quiz games), prefers to read the news in the papers. He keeps in touch with friends through Facebook
Goal:Corey is thinking about getting a part-time job but is feeling anxious about going back to work after being out of the workforce for an extended period of time
LimitationsCorey feels that his computer skills are limited and when he does use the computer, he feels lost. He attributes this to him not being able to use the website properly. He has trouble reading large chunks of text on the screen; he prefers to print out articles but does not know how to format web pages for printing
Needs:He would like to learn more about the symptoms associated with PTSD so he can discuss it with his doctor during his next appointment. He searches for “PTSD symptoms” on Google and clicks on the PTSD website. He also neesd to this affects his VA benefits and how to get help if he does have PTSD
User Profile: Sarah Marie Rodriguez
ProfileAge: 26Location: San Diego, CaliforniaEducation: B.S. Hospitality Management, George Washington University
Job Title: General Manager, MarriottRelationship/Family Status: Married for 4 years to Alex, who just returned from third tour in Iraq; relocated from the East Coast; pregnant with first child
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VA - PTSD
Technical Abilities:Considers herself to be tech savvy; utilizes multiple social media platforms- i.e. LinkedIn, Facebook, Instagram. She runs a blog which is more like an online journal about her travels; owns multiple technological devices (Samsung, iPad)
Goal:To get involved with a support group and get adjusted to her new life with recently returned husband
LimitationsReally embarrassed about prospect of husband having PTSD, so privacy is a big deal. The lack of a support group/system is making her isolate herself, which is causing denial
Needs:1. Understand the symptoms her husband is
experiencing-though she is aware of PTSD, she is not sure if this is what he is suffering from
2. Educate herself about PTSD, get Alex connected with professional help and get into support a group .with other mi
User Profile: John Marks
ProfileAge: 28Location: Columbia, MarylandEducation: H.S. Centennial HighU.S.M.CJob Title: Fitness Instructor/Former MarineRelationship/Family Status: Unmarried, but has been in a relationship for the past two and a half years
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VA - PTSD
Technical Abilities:Very good understanding of internet/computer/coding skills (HTML/CSS). Does some graphic design work (Photoshop). Jon owns a laptop, smartphone and tablet (Ipad, Iphone and MacBook Air)
Goal:Assist himself and former Marines in new life views after service (specifically researching articles on Marines who have to deal with stress after involvement in war)
LimitationsJon’s schedule is one that is filled with client sessions and/or other activities (friends, family). His schedule doesn’t allow him to spend a lot of time to engage with relevant information/new connections that would assist him in his post-Marine lifestyle
Needs:1. Discover avenues that will help him
understand post-war experiences/stresses in relevant areas (i.e. ways to deal with stress, different observations on post-war life, etc…)
2. Time is of the essence, so a quick and easy navigation (i.e. clear labeling) is necessary
3. Being able to contact other post-war individuals and build a connection utilizing and building upon similar experiences
User Profile: Charlene Stewart
ProfileAge: 32Location: Chicago, IllinoisEducation: B.S. African American Studies, Chicago State University
M.S. Psychology, Chicago State UniversityPsyD, Social Psychology, Northwestern university
Job Title: Assistant Director of Youth Guidance/Counselor
Relationship/Family Status: Newly engaged to litigation attorney Johnston Michaels III and has an Italian Mastiff named Kingston
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VA - PTSD
Technical Abilities:Considers herself to be extremely tech savvy; utilizes multiple social media platforms- i.e. LinkedIn, Facebook, Instagram, Periscope, YouTube; very vocal on social media outlets; owns multiple technological devices (iPhone, iPad, MacBook Pro, iWatch)
Goal:To help at risk youth and the clinicians and school administrators that service them
LimitationsTime - she and the people she supports deal with crisis situations on a regular basis- she needs to be able to quickly find information and pass it along
Needs:1. Train other clinicians and school
administrators that service at-risk youth
2. Provide information on how to access current, pertinent and relevant information regarding trauma, suicide, and mental health
3. To be able to react quickly in times of crisis4. To be informed what is the latest research in terms of child trauma.
User Profile: Nathan Langley
ProfileAge: 65Location: Dover, DelawareEducation: B.S. in Developmental Psychology, Delaware State University
M.D., John Hopkins UniversityJob Title: Clinical Practice/Education DirectorRelationship/Family Status: Married for 35 years. Has 3 children ages 35, 38, and 42, and 5 grandchildren.
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VA - PTSD
Technical Abilities:Comfortable using a computer; loves to use his iPad because he can use it to keep in touch with children/grandchildren; he likes the option to print out things he deems to be important for later use
Goal:Nathan wants to treat and help Veterans cope with PTSD; he is also in the process of writing a book about his PTSD research
LimitationsNathan has trouble with complex navigations and reading text on the screen which is why he prefers to print out web pages and PDFs. He is also worried about downloading and opening files online because of a prior experience with a computer virus
Needs:To be able to access resources in order to: 1. To be able to access training materials,
information, and tools to help assess and treat military personnel and Veterans suffering from PTSD
2. Remain up-to-date with continuing education requirements
3. To access relevant and up-to-date information about PTSD to reference in his book; with other military wives
Search Analysis for PTSD.va.gov
1. Search Interface
2. Advanced Search Options
3. Search Results
4. Search Help
5. Search Language
6. Other Search Functions
7. Mobile Search
8. Summary
Contents
Search Analysis for PTSD.va.gov
How easy is it to search?
The PTSD site search is located on the lower right of the homepage. It appears on the homepages of the main sections.
The PTSD site search field is not prominent compared to the VA search
This search box is linked to a different search database (VA.gov) and returns different results
Search Analysis for PTSD.va.gov
How easy is it to search?1. Choose Section menu. Users might not know which section to search in
2. Enter Term and Search. Users have to come up with their own search term
Suggestion:Include a query suggester to provide hints for a good query
Users are prompted to choose a section/audience before they can perform a search, otherwise an error message appears.
Small text input sends a signal that there is a limit to the number of characters in a query. It is also difficult for the user to enter longer search terms
Search Analysis for PTSD.va.gov
Advanced search
This page is accessible from
the link under the search
input. The fields help the
user to construct a Boolean
search.
It is similar to the advanced search interface for library
catalogs.
The users of the Advanced Search are likely to be researchers and professionals who would be familiar with this type of search interface.
Search Analysis for PTSD.va.gov
The phrases “stemmed variations, “exact phrase” and “Boolean operators” only make sense to specialized groups of users i.e. researchers
Search TipsSearch tips. should be written for both novice and advanced users
A well-designed interface for search input and results should make the search tips page unnecessary.
Search Analysis for PTSD.va.gov
Search results page
After entering a search query, the search form
takes us to this page (shown on
the right)
Search term used: “PTSD symptoms”
Search within sections is the sole filtering option
Suggestion:Provide a search results filter instead of the search again box
Display the search results on the top of the page
It is confusing for users to be presented with options for advanced search and a search box right after clicking “search”. This gives an impression that their first search was unsuccessful.
Search box appears on top of the results, implying that the user needs to perform another search
Search results are displayed below the search again box
Search Analysis for PTSD.va.gov
Search results (cont’d) The search results should display relevant results from all the different sections and sub-sections
Suggestions:Display results from different sections of the site
Enable filtering of results by section so that users can refine their search
Search results should reflect
the diversity of the content
Search Analysis for PTSD.va.gov
The search term returned many results, but no indication of their relevance or ranking system
Precision vs. Recall
Recall: Displays
results returned
from all sections of
the site.
Precision: There is no indication of
relevance of results
or how they are
ranked.
Search term used:“PTSD symptoms”
No indication of relevance for each result displayed. Users are likely to scan only the top 3 results.
Suggestions:Include an indication of how the result is related to the search term e.g. highlight the matching term
Order the results utilizing best match ranking or best bets
Search Analysis for PTSD.va.gov
No results found page
If there are no results, the closest related results or search suggestions should be offered, instead of “zero results”
Suggestions:
Use this opportunity to offer suggestions e.g. Popular searches, what other people have searched for.
Show related results based on synonyms
The only suggestion offered is to try searching in another section
Provide suggestions to help users formulate search queries that yield results
Search Analysis for PTSD.va.gov
Natural Language search
“signs of PTSD”
returned 97
results based on
the keywords
“signs” and
“PTSD” as word
string queries is
not enabled.
There were no
exact matches.
Search term used:“Signs of PTSD”
Natural language search is enabled so almost any term entered will produce results, e.g. “do I”
Search Analysis for PTSD.va.gov
Stemming and Spelling
Misspelling of common search terms is not supported.
Search term used:“PTSD symptoms”
Ensure the user's’ search terms produce results with spell-check and suggestions
Avoid misspellings by providing a autocomplete function in the search input
Provide best guess alternatives for commonly misspelt words
A search for “PTSD symptons” yielded no results
Search Analysis for PTSD.va.gov
Boolean searches, controlled vocabulary
Boolean search is enabled - A
search for “trauma NOT
veteran” narrowed the results
from 597 to 3
Word string search for “do I have PTSD” did not yield exact
matches but close matches
were found.
Search terms used: “trauma veteran”
“Trauma NOT
veteran”
“”Do I have PTSD?””
Advanced search strings should be
enabled from the
search input so
advanced users can
use them without
having to go through
the advanced search
box
Search Analysis for PTSD.va.gov
Search Zones and Search Types
Presently, the search allows for vertical
searches within the 3 categories.
The search function should: cater for different types of searches
1. Informational
2. Transactional (Hospital Locator and PILOTS database)
3. Navigational (Finding a specific section of the site). This can also
reduce the number of links and
buttons displayed on the site
Suggestion:Unify the different types of searches into a single search box and return results
The Hospital Locator and other quick links could be integrated into the main search box, or positioned closer to the search box.
The different search inputs could be combined into a single search box
These links to popular topics could be used as search queries
Search Analysis for PTSD.va.gov
Search Filters
Search filters can allow users
to customize the search results
according to their needs
without having to think about
which section to search within.
The current search does not provide any form of filtering,
aside from searching within
different sections.
Suggestions:Allow users to conduct vertical searches within different sub-sections of the site e.g. videos, apps, survivor stories.
Search filters also allow for disambiguation of terms
Users might not know which section the information belongs to
Search Analysis for PTSD.va.gov
Use of Facets
Facets can be
used for
additional
filtering,
guiding search.
The example
here is taken
from WebMD.
com
Suggestions:
Use facets to create categories such as “Find videos”
Provide useful information in the results summary e.g. the type of document, its source and its context
Option to refine search results by category
Additional information on the type of result and source
Results from different categories shown in the Top 3
Search Analysis for PTSD.va.gov
Mobile SearchUsers are more likely to click on the top search. The PTSD search is at the bottom of the screen
In mobile view, the PTSD search box appears at the bottom of the screen.
The search box spans the entire width of the mobile screen, making it more visible and easier to enter a search term.
Search Analysis for PTSD.va.gov
Suggested FeaturesSearch features from other websites
Google has quick definitions in the form of common queries
About.com has a related searches box on its search results page
WebMD’s search box has an autocomplete and search suggester based on the keyword
Search Analysis for PTSD.va.gov
Summary
1. Unified search: Have a single search search form for the entire site
2. Provide users with options for filtering results
3. Help users formulate search queries by providing query suggestors and autocomplete lists based on popular searches
4. Remove the requirement to select a section/audience
The summary contains list of recommended changes, ranked by priority and the effect it has on the user experience
Search is essential for helping users to navigate the site and discover the extensive amount of content on the PTSD site