ODPHP Website Visitor Satisfaction Site-and Page-Level Surveys

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Attachment A: ODPHP Website Site- and Page-Level

Surveys Protocol

ODPHP: Website Site- and Page-Level Surveys Protocol

OMB Control Number: 0990-0379

Purpose

ODPHP will be implementing site- and page-level surveys on healthfinder.gov, health.gov, and HealthyPeople.gov. Site-level surveys will gather feedback about users’ experience with the website overall — see an example at StopBullying.gov. Page-level surveys will gather feedback about specific pages, features, or content — see an example at the bottom of the page on Usability.gov. (See Attachment D for example screenshots). Questions on both site- and page-level surveys are centered on 6 principles of successful user experience.¹

Goal and Objectives of Surveys

The goal of the site- and page-level surveys is to assess users’ experience with the website based on:

• Overall experience – Is the site valuable and meaningful?

  • User profile

  • Technical problem

• Utility – Does the site fulfill a need or offer something that other sites don’t?

• Usability – Is the site easy to use and understand?

• Look and feel – Do design elements evoke the desired emotion?

• Navigation – Is the site easy to navigate? Is content easy to find?

• Accessibility – Is the site accessible to people with disabilities?

• Credibility – Is the site trustworthy and believable?

Asking questions along these factors will enable ODPHP to improve customer satisfaction and user experience on their websites.

Implementation of Surveys

ODPHP will deploy surveys via Voice of Consumer (VoC), ASPA’s custom survey tool developed for HHS agency use. Each month, ODPHP will collect up to 100 site-level survey responses for health.gov, healthfinder.gov, and HealthyPeople.gov, respectively. ODPHP will also collect up to 500 page-level survey responses each month for health.gov, healthfinder.gov, and HealthyPeople.gov.

Users will not receive an incentive to fill out a website survey and will complete a page- or site-level survey voluntarily when they land on a specific page.

Site-level surveys:

• For the site-level survey, we will implement a maximum of 7 questions, one on each dimension of user experience outlined above.

• Questions will address users’ overall satisfaction with the website experience and will request feedback on ways to improve the website.

• Visitors can access a link to the site-level survey in the footer to voluntarily complete the survey at any time. Visitors may also be randomly selected to complete the site-level survey via a pop-up invitation (includes options to opt in or opt out).

• Each survey page will have a header saying, “How was your visit to [website] today?”

Page-level surveys:

• Page-level surveys will consist of 1 question block (see Attachment C for details).

• Each question block contains no more than 3 survey questions, looking across aspects of user experience detailed above (e.g., 1 primary question and 1 or 2 detailed or follow-up questions).

• No instructions are needed for page-level surveys.

• Questions will provide a way of getting feedback on specific features or content.

• Questions can be placed temporarily or long-term, and they can be moved around to gather comprehensive information about the websites over time.

Question bank

Please see attachments:

• For site-level surveys: Attachment-B_Site-Level-Survey-Questions_0990-0379

• For page-level surveys: Attachment-C_Page-Level-Survey-Questions_0990-0379

1 http://www.usability.gov/what-and-why/user-experience.html