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Consent
Forms
We
are interested in your opinion!
We
would like your feedback on a website developed by the U.S. General
Services Administration. We want to know what works well for you and
what doesn't, so that we can further improve the design of this
website.
During
this session, we'll
Ask
you about your background
Ask
you to give us feedback on the website
Ask
you to perform a series of tasks to find information on the website
After
you finish all of the tasks, we'll also ask you for your thoughts on
the design and suggestions for improvement. The whole exercise will
take approximately one hour to complete.
During
this session, we are keeping track of your interactions with the
website, so that we can find ways to improve the website before it is
launched. We will also be audio and video taping these
sessions.
The
information that is captured will only be used to improve the website
and for evaluation, research and training purposes. To consent
to the use and release of this information, please sign below.
Thank
you for your time. Your opinion is very valuable to us!
Name:
________________________________________________________
Date:
_________________________________________________________
OMB No: 3090-0297
Expires 06/30/2016
Paperwork
Reduction Act Statement - This information collection meets the
requirements of 44 U.S.C. § 3507, as amended by section 2 of the
Paperwork Reduction Act of 1995. You do not need to answer these
questions unless we display a valid Office of Management and Budget
(OMB) control number. The OMB control number for this collection is
3090-0297. We estimate that it will take one minute to read the
instructions, gather the facts, and answer the questions. Send only
comments relating to our time estimate, including suggestions for
reducing this burden, or any other aspects of this collection of
information to: General Services Administration, Regulatory
Secretariat (MVCB), ATTN: Ms. Flowers/IC 3090-0297, 1800 F Street,
NW, Washington, DC 20405.
Scenarios
for USA.gov
Number
|
Test Objective
|
Scenario
|
1
|
Homepage: Initial Impressions
|
Take a few minutes to look at the
website. What is your initial impression of the site? If you came
here on your own, what would you click on first?
Potential
Probing Questions:
What
do you notice first? Is there anything in particular that stood
out to your first?
If
you were to come to this website on your own, what would you
click on first?
What
types of information do you think you can find on this website?
When
do you think you would use a website like this?
What
do you like best about this page?
What
do you like least about this page?
|
2
|
Homepage: Feature
|
How would you find information
about [insert a current topic from the features on the website,
which will be determined closer to the date of the usability
test]?
Things
to look for:
What
do users think of the images?
What
do they think of the headers? Do they like them above the images?
Are they helpful to understand the topic featured?
Do
they tap on the images?
Do
users notice/read the descriptions?
Do
users try to swipe the screen to go to the next image?
Do
users know how to advance to the next feature? Do they use the
arrows or the radio buttons?
Do
users know how many features are included?
Potential
Probing Questions:
What
do you think about the images used for the feature? Are they
helpful?
What
do you think about the descriptions below each of the features?
How
would you navigate to see other features?
How
many other features are there? How can you tell?
|
3
|
Homepage: Most Popular AND/OR More
Topics Link in Navigation
|
With the recent economy, you’ve
been having trouble paying your mortgage. If you wanted to find
assistance to pay your mortgage, where would you look?
Things
to look for:
Do
users scroll down the page to see this area?
Are
the items easy to tap on a mobile device?
Are
users able to use the anchor links on the pages?
Are
users able to use long pages of links and content?
If
participants use the menu, are they able to drill down into the
topics? Do they notice the red button for “More Topics?”
Are they able to use this list to find the link to “Family,
Home and Community?”
Potential
Probing Questions:
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this information?
Is
there anything that we could do to make this information easier
to find?
|
4
|
Return to Homepage
|
How would you get back to the
homepage from here?
Things
to look for:
|
5
|
Homepage: Apps
|
You heard that the American Red
Cross has an app for everything you need to know about tornados,
including preparation. How would you download this app?
Things
to look for:
Do
users scroll down the page to see this area?
Are
users able to easily tap the red button for “Find More
Apps?”
Do
users notice the tabs on the page?
Do
users use the categories to find the correct app?
How
do users navigate to find an app in the app gallery?
Potential
Probing Questions:
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this app?
Is
there anything that we could do to make the apps easier to find?
|
6
|
Homepage: Switch Languages
|
Let’s pretend you came across
this article and wanted to view this page in Spanish, how would
you do so?
Things
to look for:
Are
users able to toggle between English and Spanish?
Do
they see the button at the top of the page?
Do
they see the button underneath the Social Media icons that says
“Este tema en espanol”?
|
7
|
Homepage: GovD Email Sign-Up
|
If you wanted to get updates from
USA.gov, what would you do?
Things
to look for:
|
8
|
Homepage: Social Media
|
Using this site, how would you
follow USA.gov on Facebook?
Things
to look for:
Where
do users look for this information?
Do
they expect to find the social media icons at the bottom of the
page?
Do
users notice the global social media options?
Do
users notice the page-level social media options?
Do
they understand the difference?
Potential
Probing Questions:
|
9
|
Homepage: Contact Us
|
If you wanted to contact someone at
USA.gov, how would you do so?
Things
to look for:
Where
do users look for this information?
Do
users expect to find this information at the top or at the bottom
of the page?
Do
users notice the “Contact Us” information at the top
of the page?
What
do they think is tappable, i.e. do users think that the words
“Contact Us” are a link?
Are
users able to easily tab the area for the phone and email icons?
Are these icons too small to be easily tappable?
Is
the e-mail icon clear to users, i.e. sending an e-mail vs.
registering to receive e-mails?
|
10
|
Search
|
You had a pension with a company
that went out of business. You’ve heard that there may
be an opportunity to claim money that is rightfully yours. How
would you conduct a search on this website to find more
information about this?
Things
to look for:
Do
users notice the search box?
Is
the placeholder text useful?
Are
users able to effectively conduct a search and use the search
results?
Are
the search results what they expected?
Potential
Probing Questions:
What
is your impression of the search? Was it helpful to you? Why or
why not?
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this information?
Is
there anything that we could do to make this information easier
to find?
|
11
|
Menu: Deep Dive
|
Your son is in his senior year of
high school and you are interested in finding out if there are
programs to help him pay for college. Using this site what can
you find?
Things
to look for:
|
12
|
A-Z Index of Agencies
|
You would like to find an IRS
taxpayer assistance center near you. Using this site, how would
you find an IRS center in your hometown?
Things
to look for:
Are
users able to find the A-Z index of agencies?
Do
they select “Government Agencies” or “Contact
Government” from the menu? If they select the wrong one,
can they get back by selecting the “Back” button in
the menu?
Are
users able to use the A-Z list, especially on smaller devices?
How does the drop-down list work for users on smartphones?
|
13
|
Services
|
You are planning a trip to Mexico
and need a passport. What will you need to do to apply for your
passport?
Things
to look for:
Do
users know to go to the “Services” menu?
What
do users expect to happen when they click on “Apply for a
Passport?”
Do
users notice that they’ve left the website and are now on
another government website?
Do
users find the experience jarring?
Are
users able to get back to the USA.gov website?
|
14
|
Content: Length of Pages
|
You
took your car to an unfamiliar mechanic who caused major damage to
your engine. The mechanic was not willing to pay for the damage he
caused. You know that's not right and you know that you should be
protected in this situation. Using this site, can you find any
information about properly filing a complaint against a business?
Potential
Probing Questions:
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this information?
Is
there anything that we could do to make this information easier
to find?
|
15
|
Post Test Questions
|
Let’s take a look the
homepage for the website.
How could we
improve this website to make it easier to use?
|
16
|
System Usability Scale (SUS)
|
Strongly
disagree Strongly agree
I
think I would use the website frequently.
|
1
2 3 4 5
|
I
thought the website was complex.
|
1
2 3 4 5
|
I
thought the website was easy to use.
|
1
2 3 4 5
|
I
think that I would need help to be able to use the website.
|
1
2 3 4 5
|
I
felt the various functions in the website were
well-integrated.
|
1
2 3 4 5
|
I
thought there was too much inconsistency in the website.
|
1
2 3 4 5
|
I
think most people would learn to use the website quickly.
|
1
2 3 4 5
|
I
thought the website was difficult to use.
|
1
2 3 4 5
|
I
felt confident using the website.
|
1
2 3 4 5
|
I
would need to learn a lot before I could get going on the
website.
|
1
2 3 4 5
|
|
Scenarios
for GobiernoUSA.gov
Number
|
Test Objective
|
Scenario
|
1
|
Homepage: Initial Impressions
|
Take a few minutes to look at the
website. What is your initial impression of the site? If you came
here on your own, what would you click on first?
Potential
Probing Questions:
What
do you notice first? Is there anything in particular that stood
out to your first?
If
you were to come to this website on your own, what would you
click on first?
What
types of information do you think you can find on this website?
When
do you think you would use a website like this?
What
do you like best about this page?
What
do you like least about this page?
|
2
|
Homepage: Feature
|
How would you find information
about [insert a current topic from the features on the website,
which will be determined closer to the date of the usability
test]?
Things
to look for:
What
do users think of the images?
What
do they think of the headers? Do they like them above the images?
Are they helpful to understand the topic featured?
Do
they tap on the images?
Do
users notice/read the descriptions?
Do
users try to swipe the screen to go to the next image?
Do
users know how to advance to the next feature? Do they use the
arrows or the radio buttons?
Do
users know how many features are included?
Potential
Probing Questions:
What
do you think about the images used for the feature? Are they
helpful?
What
do you think about the descriptions below each of the features?
How
would you navigate to see other features?
How
many other features are there? How can you tell?
|
3
|
Homepage: Most Popular AND/OR More
Topics Link in Navigation
|
You are an immigrant to the U.S.
and have a case pending with the immigration office. How would you
follow up on your case?
Things
to look for:
Do
users scroll down the page to see the “Most Popular”
area on smaller devices?
Are
the items easy to tap on a mobile device?
If
participants use the menu, do they use the “Services”
or “Topics” menus. If they use the “Services”
menu, are they surprised to be taken to another government
website? If they use the “Topics” menu, are they
able to drill down into the topics? Do they notice the red
button for “More Topics?” Are they able to use this
list to find the link to “Immigration and Citizenship?”
Do
users notice that they’ve left the website and are now on
another government website?
Do
users find the experience jarring?
Are
users able to get back to the GobiernoUSA.gov website?
Potential
Probing Questions:
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this information?
Is
there anything that we could do to make this information easier
to find?
|
4
|
Return to Homepage
|
How would you get back to the
homepage from here?
Things
to look for:
|
5
|
Homepage: Apps
|
You heard that the American Red
Cross has an app for everything you need to know about tornados,
including preparation. How would you download this app?
Things
to look for:
Potential
Probing Questions:
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this app?
Is
there anything that we could do to make the apps easier to find?
What
did you expect to find when you click on “find more apps”?
What
did you expect to find when you click on the app itself?
|
6
|
Homepage: Switch Languages
|
Let’s pretend you came across
this article and wanted
to view this page in English, how would you do so?
Things
to look for:
Are
users able to toggle between English and Spanish?
Do
they see the button at the top of the page?
Do
they see the button underneath the Social Media icons that says
“This Topic in English”?
|
7
|
Homepage: GovD Email Sign-Up
|
If you wanted to get updates from
GobiernoUSA.gov, what would you do?
Things
to look for:
|
8
|
Homepage: Social Media
|
Using this site, how would you
follow GobiernoUSA.gov
on Facebook?
Things
to look for:
Where
do users look for this information?
Do
they expect to find the social media icons at the bottom of the
page?
Do
users notice the global social media options?
Do
users notice the page-level social media options?
Do
they understand the difference?
Potential
Probing Questions:
|
9
|
Homepage: Contact Us
|
If you wanted to contact the
government or ask a question, how would you do so?
Things
to look for:
Where
do users look for this information?
Do
users expect to find this information at the top or at the bottom
of the page?
Do
users notice the “Contact Us” information at the top
of the page?
What
do they think is tappable, i.e. do users think that the words
“Contact Us” are a link?
Are
users able to easily tab the area for the phone and email icons?
Are these icons too small to be easily tappable?
Is
the e-mail icon clear to users, i.e. sending an e-mail vs.
registering to receive e-mails?
|
10
|
Homepage: Search
|
Imagine that you have lived in the
U.S. for many years. Using the search on this site, how would you
go about finding information on becoming a citizen?
Things
to look for:
Do
users notice the search box?
Is
the placeholder text useful?
Are
users able to effectively conduct a search and use the search
results?
Are
the search results what they expected?
Potential
Probing Questions:
What
is your impression of the search? Was it helpful to you? Why or
why not?
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this information?
Is
there anything that we could do to make this information easier
to find?
|
11
|
Menu: Deep Dive
|
Your son is in his senior year of
high school and you are interested in finding out if there are
programs to help him pay for college. Using this site what can
you find?
Things
to look for:
|
12
|
A-Z Index of Agencies
|
You would like to find an IRS
taxpayer assistance center near you. Using this site, how would
you contact the IRS to find the IRS center in your hometown?
Things
to look for:
Are
users able to find the A-Z index of agencies?
Do
they select “Government Agencies” from the menu? If
they select the wrong menu button, can they get back by selecting
the “Back” button in the menu?
Are
users able to use the A-Z list, especially on smaller devices?
How does the drop-down list work for users on smartphones?
|
13
|
Content: Length of Pages
|
You recently were approved to start
working and have just started a new job. You want to deposit your
paychecks in a safe place. What information can you find about
banking in the United States?
Things
to look for:
Are
users able to effectively use the content pages?
Are
users able to share content pages via social media?
Can
they easily e-mail this content to themselves or others?
Do
users notice the related links?
Are
users able to comment on an article page from mobile?
What
do they think of the size of the images used on these pages?
Potential
Probing Questions:
Were
you able to find the information to answer your question? Why or
why not?
Did
you experience any difficulties in finding this information?
Is
there anything that we could do to make this information easier
to find?
|
14
|
Content: Multimedia
|
You heard you can get a free credit
report. Using this site, how would you find information to obtain
a free credit report?
Things
to look for:
|
15
|
Content: Infographics
|
You are interested in learning more
about the U.S. government and how laws are made, using this site,
what can you find.
Things
to look for:
What
do users think of the infograhic on this page? Is it useful to
them?
How
do users deal with large images on small devices?
What
do they expect to do with them (print, e-mail, save)?
|
16
|
Post Test Questions
|
Let’s take a look the
homepage for the website.
What
is your overall reaction to the website?
What
do you like best about the website?
How
could we improve this website to make it easier to use?
|
17
|
System Usability Scale (SUS)
|
Strongly
disagree Strongly agree
I
think I would use the website frequently.
|
1
2 3 4 5
|
I
thought the website was complex.
|
1
2 3 4 5
|
I
thought the website was easy to use.
|
1
2 3 4 5
|
I
think that I would need help to be able to use the website.
|
1
2 3 4 5
|
I
felt the various functions in the website were
well-integrated.
|
1
2 3 4 5
|
I
thought there was too much inconsistency in the website.
|
1
2 3 4 5
|
I
think most people would learn to use the website quickly.
|
1
2 3 4 5
|
I
thought the website was difficult to use.
|
1
2 3 4 5
|
I
felt confident using the website.
|
1
2 3 4 5
|
I
would need to learn a lot before I could get going on the
website.
|
1
2 3 4 5
|
|
U.S.
General Services Administration Usability Testing – Receipt for
Payment
Date
Please
print and sign your name below to indicate that you have received the
incentive for your time.
This
document will serve as a receipt to show that you have received
payment for this usability test.
Thank
you again for your feedback. We sincerely appreciate your time.
Print
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Page
8 USABILITY
SCENARIOS
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Title | USA gov Scenarios_06172013.docx |
| Author | Jackie |
| File Modified | 0000-00-00 |
| File Created | 2021-01-30 |