Government of Canada Internet Guide

Web Site Usability

Here, when we talk about users and clients, we are essentially using different words to describe the same people. Your clients are the people to whom your services are targeted. You identified your clients in the Client Analysis stage of your Web initiative. Visitors are people who visit your site but who may not be clients.

When we talk about measuring "usability," we mean measuring how effectively, efficiently and satisfactorily specified users can achieve specified goals in a particular environment. Usability involves the structure and organization of the interface, the navigability, design and architecture of the site, as well as its content and the way it works.

Usability is all about your users. Usability is about providing client-centric services and requires that you work with and talk to real end users. It is an essential part of meeting and maintaining your users' and site's goals.

Ask the questions in these categories when considering the usability of your Web site. Remember, though, that new usability issues will continue to surface through user interaction and feedback.

Interface
Structure and Navigation
Content
Graphic Design
Interactivity
Privacy and Security
Search
Help

Interface

An effective user interface should communicate certain information to users.

Interface	Expectations were met	Problems to be fixed	Not applicable
Can visitors, users and clients clearly identify the overall purpose and theme of your site?
Can your clients locate information or services targeted directed for them?
Are main benefits and features of the site clear?
Does the site work? What can users do when they visit your site?
Can users comment on the site?
Is the layout logical and intuitive?
As the site sponsor, are you clearly identified? Will visitors know which site they are on, no matter where they are on the site?

 

Structure and Navigation

A good Web site provides a seamless, intuitive experience by working the way that users expect it to work and by being organized in ways that make sense to the user.

Structure and Navigation	Expectations were met	Problems to be fixed	Not applicable
Are the elements on your site are organized holistically and inceptionally and do they support the site's main concept?
Do you have a clear and intuitive way to organize your site's interactivity, design and architectural elements?
Is it easy to move around on the site without getting lost?
Spatial encoding includes navigation features such as a "home" button, menu items, hyperlinks, maps, toolbars and the "back" button. Have you used these items clearly and consistently?
Do links and features permit movement from one part of the site to another without too many steps or clicks?
Is the wording clear and concise? Have you used the terms properly?
Are terms used consistently throughout?
Can users easily get from one part of the site to another without having to retrace their steps?
Are there site maps, menus and visual clues that suggest how parts of the site work?
Is the site structured by thinking about how users will use it? For example, have you structured the site so that it is easy to use for research or for paying bills?

 

Content

Evaluating content can tell you how the content should be structured. You might want an institutional perspective (based on providing information about what you do) or you might opt for an end-user, task-oriented perspective (based on letting people fill out a form, conduct a transaction, research a new program and so on). Or you might combine both approaches.  

Content	Expectations were met	Problems to be fixed	Not applicable
Is the content relevant to any of your on-line segmented clients? If not, have you considered removing it?
Is the content clear, current and accurate for your particular clients?
Is the content comprehensive? Does the user get the entire idea?
Does the content have an authority? In other words, does the user know whom to contact about content issues?
Have you written the content in a style appropriate for the Web?
For a transaction-oriented site, does the content support decisions at crucial stages?
Have you reviewed your content? Do you have a maintenance and management process? Are there processes for managing all types of Web content?

 

Graphic Design

When you evaluate the graphic design, ask how the design meets users' expectations for how the site should look and work.

Graphic Design	Expectations were met	Problems to be fixed	Not applicable
Is the look and feel appropriate what the site is trying to achieve?
Is the text easy to read? Are the fonts appropriate?
Do the graphical elements enhance information?
Are icons and graphics clear? Are they accessible?
Do graphics make the site easier to navigate?
Do graphics slow download time?
Are branding elements clear and consistent?
Can the user customize the interface? Can they change display preferences and settings easily?

 

Interactivity

Evaluate how your clients interact with you or with each other. To better satisfy clients, encourage them to send feedback to the site manager. Set up a mechanism to review these comments received and improve the site accordingly.

Interactivity	Expectations were met	Problems to be fixed	Not applicable
Does your site have useful and relevant links at appropriate places? Are there too many links? Too few?
Are their clear instructions on how to use chat rooms, Q&A forums, video conferencing utilities and so on?
Are users aware of your organization's events?
Are their clear instructions on subscribing to a mailing list or a newsgroup? Have you explained why such subscriptions are made available?
Are users aware of how to access video and audio streams on your site?
Have you clearly identified user surveys or on-line polling? Have you made these items easy to understand? Have you respecting user privacy concerns?

 

Privacy and Security

Evaluating privacy and security will establish user confidence and trust.

Privacy and Security	Expectations were met	Problems to be fixed	Not applicable
Does the site follow government and institutional legislation, policies and standards on privacy and security? Consider the Privacy and Data Protection Act, security policy, CLF Standards and so on?
Are privacy statements visible and clear?
Is there information on transaction security?
Have you completed assessed threats and risks before launching the site?
Are you maintaining site security and privacy by, for example, being awareness of possible threats and prevention measures?

 

Search

Evaluating your search system ensures clients can get information on particular subjects.

Search	Expectations were met	Problems to be fixed	Not applicable
Does the structure of the search interface reflect the way clients gather information?
Given that users have different research needs, circumstances and expertise, do you provide a variety of search types and features?
Does the search software allow clients to focus or broaden their search?
Is there enough help for searching? Do you, for example, provide search wizards and sample searches?
Can your client easily rate the accuracy of results in terms of the scope and relevancy?
Are search results displayed in ways that meet your clients' needs?

 

Help

Evaluating help features ensures that your clients have somewhere to turn if they need more clarification on a certain issue.

Help	Expectations were met	Problems to be fixed	Not applicable
Is the help sensitive to context?
Is there a searchable help index?
Are there demos, tutorials, or how-to sections?
Is there live help available for your users?
Is the help always accessible when and where users need it?
Are the help issues and content well organized?
Can clients easily find contact information for more help, such as names, telephone numbers, e-mail addresses and mail addresses?
Are there forums or FAQs?