Usability Center Blanket Clearance; ROME Generic Clearance; RRC Conference Survey; IDEO Survey; FY 2011 Internal Report Card Survey; FY 2011 Dsiability Report

Generic Clearance of Customer Satisfaction Surveys

ROME Usability Testing Materials

Usability Center Blanket Clearance; ROME Generic Clearance; RRC Conference Survey; IDEO Survey; FY 2011 Internal Report Card Survey; FY 2011 Dsiability Report

OMB: 0960-0526

⚠️ Notice: This form may be outdated. More recent filings and information on OMB 0960-0526 can be found here:

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Demographics Questionnaire
About You: Please answer the following questions to help us understand your feedback better. No information is
stored that could identify you personally.
1. How many hours per week do you use a computer? (Select only one)
____ 21 or more hours per week
____ 11 to 20 hours per week
____ 1 to 10 hours per week
____ Less than 1 hour per week
2. How often do you use the Internet for any reason? (Select only one)
____ 20 or more hours per week
____ 10 – 19 hours per week
____ 1 – 9 hours per week
____ Never (please go to Question 3)

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Which of the following activities do you do online? (Select all that apply)
Banking and/or investing
Read the news
Shopping/Travel
Email
Government information
Games
Search for topical information
Maps, directions
3. Have you been to the Social Security website (www.socialsecurity.gov)? ____ Yes ____ No
If yes, why were you there? (Please be specific about what information you were looking for or
what benefits you applied for): ____________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
Were you successful in finding or doing what you came to the site for?
4. What is your gender?
____ Female ____ Male
5. What is your age?
____ 18-39
____ 40-54
____ 55-65
____ 66+
6. What is the highest education level you completed? (Select only one)
___ Some high school
___ High school graduate/GED
___ Post high-school training certificate
___ Some college/Associate’s degree
___ 4-year college degree
___ Graduate degree

____ Yes

____ No

INFORMED CONSENT FORM
What We’re Doing
We are evaluating some new web site pages for the Social Security Administration. We are creating a
secure registration process that will allow members of the public to request some often-needed services
online. We want to ensure that this site will be as easy to use as possible. We are not in any way
evaluating you.
How We’re Doing It
As you use the designed screens for this web site we will be collecting information on paper and
electronically about the way that you use the screens to accomplish your goal. We will also ask you to
tell us what you are thinking. We will also ask you some background questions to get more information
about how you might use the Internet to do your Social Security business in the future. We will also ask
you to participate in discussions.
We expect the evaluation will take approximately one and a half hours.
Some of these evaluations may be videotaped or audio recorded.
Some of the people responsible for creating this site may also be observing the evaluation.
What Happens to the Information We Collect
Only persons associated with this web site evaluation will be permitted to view videotapes or any other
information collected as part of the evaluation. We use the videotapes primarily to capture the time you
spend completing the application. We may also analyze the videotapes to identify where design
improvements might be made.
The results of this evaluation may be used in internal Social Security documents, but you will not be
identified in these documents.
Risks
There are no known risks associated with this evaluation. Your Social Security benefits will not be
affected in any way by your participation in this evaluation.
You Can Withdraw at Any Time
You can withdraw from the evaluation at any time for any reason. In addition, at the conclusion of the
evaluation, you may see the information we have collected. If you decide to withdraw this information,
please inform the evaluation monitor immediately. Otherwise, we might not be able to identify your
information because of our efforts to ensure anonymity.
(OVER)

Voluntary Consent
By signing this form, you are saying that you have read this form. You are also saying that you
understand the form and understand what we are asking you to do. The evaluation monitor should have
answered any questions you have about this evaluation. If you have any questions later on, the person
below should be able to answer them:
Ken Bertram 410-594-2033
By signing below, you are telling us that you agree to participate in this evaluation. You will receive a
copy of this form.

SIGNATURE: _______________________________________________________
NAME: ____________________________________________________________
DATE: _____________

ROME User Interviews
The goal of a user interview is to elicit honest and insightful information from the users. This means allowing
the interview to go in whatever direction it naturally flows and not to simply work through a predetermined
set of interview questions. Ideally, user interviews are comfortable and conversational, rather than formal
and rigid.

From a logistical standpoint this means that although we will have a script with a set of standard questions to
pose to each interviewee, those are guides to make sure all the areas we want to cover are discussed. As each
interviewee provides their answers, there will automatically be follow-up questions the interviewer asks which are not scripted – to make sure that we fully understand and document the information being provided
by the users.
Appointed Representatives
• What type of services do provide for your clients?
• What SSA resources do you regularly access on their behalf?
• What methods do you use to access those resources?
• You want to make sure your client’s information is kept secure online. How do you do that?
• How do you find the experience of dealing with Social Security through their website?
• If you have access to the electronic folder, how much confidence do you have in the security of these
files?

Beneficiaries:
• What benefits do you receive from SSA?
• How do you usually interact with SSA?
• Are there any online services that SSA currently does not provide that would be helpful to you?
• What information would you be willing to provide to access more information about your account
online?
• Do you feel that your Social Security benefit information is secure? What could we go to make sure
you are confident with the security of the personal information you provide/receive on the SSA
website?
• When you use the benefit services provided for you on the Social Security website, are you usually
successful?
Business Service Online Users
• For which SSA business services are you registered?
• What other information do you use on the SSA site?
• If you could get more detailed services online, what information would you be willing to provide to
gain access?
• Are there any parts of using the SSA website and its related business services that you find
particularly frustrating?
• Are there business services that you know are available that you don’t currently use but which you
might use in the future?
• Are there any online services that you feel could be enhanced?
• What business services do you do online at other agencies/companies?
• What do they do to make you feel that your information is secure?

The Public (may or may not have ever used any SSA services before)
• Have you ever applied or assisted anyone else applying for benefits online (either at Social Security
or another government website)?
• If and when you become eligible for SSA benefits how would you go about accessing those benefits?
• Would you be comfortable providing detailed personal information in order to access your SSA
information online?
• Why would/wouldn’t you want to access the information SSA has about you online?
• What do you look for to know that your online data is secure?
• Have you ever accessed your social security statement online?
• Have you ever used any other government websites to access information about you? If yes, what did
you do? How comfortable were you with that process?

FACILITATOR SCRIPT
To be reviewed with each participant before the session starts
Thank you for your time.
We are evaluating an internet site for all members of the general public seeking to
conduct business online with the Social Security Administration (SSA) to register
for an online account. It is important to remember that we are not testing you but
testing the internet screens. Your candid and honest opinion is greatly appreciated
in helping us make improvements to these screens. We cannot do our work without
help from individuals such as you.
The purpose of this evaluation is to determine if the instruction and registration
screens are self-explanatory and easy to use.
 We would like to observe how you use these screens as though you are at
home trying to register for an account.
 We will be taking notes about where you encounter difficulties or have
comments or questions.
 It would be very helpful if you talk aloud to us as you work, but please
don’t expect us to respond during the session. Just pretend you are talking
to a friend or family member explaining what you are thinking and doing
as you are using these screens.
 We will use the information we get from you and other people to make
these screens easy to understand and easy to use on the internet.
We will provide you with the information you will need to perform your tasks. We
will be asking you to complete these tasks one at a time and to let us know when
you have finished each one.
Please work in the same manner as you would if you were at home. Please let us
know if you need to take a break or to stop at any time.
Thanks again for your help. Do you have any questions?

ROME Usability Testing
High-Level Scenarios

1. Remote Enrollment & Credential Issuance
2. Authentication – Levels 2 & 3
3. Elevation of Credential
4. User ID Management
5. Password Reset and User Name Recall
6. In-Person Enrollment has taken place – Now user comes online with a temporary password
and a link to the website

ROME Concept Screens
SSA Usability Center
June 25, 2010

Post Evaluation Questionnaire
1. How well did the internet screens match your expectations? (Please circle one.)
Did not match at all
Neutral
Matched very well
1