data-driven approach to ia evaluation, design, and documentation · 2020-06-01 · • current goal...
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Data-Driven Approach to IA Evaluation, Design, and Documentation
WORLD IA DAY PITTSBURGH, PA • 2.24.2018
@WIAD_PGH
BARBORA BATOKOVAUX STRATEGIST
WORLD IA DAY PITTSBURGH, PA • 2/24/2018 @WIAD_PGH
[DISTRIBUTION STATEMENT A] This material has been approved for public release and unlimited distribution. Please see Copyright notice for non-US Government use and distribution. ©2018 Carnegie Mellon University
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... Nonprofit Communications Director
... Information Security Designer
... Information Designer => UX Strategist
Hi, I’m Barbora.
• Worked on cybersecurity and digital forensics solutions for federal law enforcement agencies.
• Current projects include SEI’s website redesign and building a knowledge management platform called SEINet.
• Favorite activities include planning design research and facilitating sessions with project teams.
• Current goal is to increase SEI’s UX maturity and build a UX design team.
INTRO
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Goals
Could be Improved Good Example Bad Example
INTRO
2 Learn how to write a tree testing plan and analyze the data.
HANDS-ON EXERCISES
1 Provide a very brief overview of a 5-stage process for creating usable IAs.
PROCESS OVERVIEW
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Information ArchitectureDesign discipline focused on helping people find information and understand it.
INTRO
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Why do IA projects?To institute a logical, consistent user experience for two aspects of the design:
1. underlying structure (less visible) (categories and levels, and how those categories relate to each other)
2. navigation controls (visible)
INTRO
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Evaluate Current State
Fill in the Gaps
Create New IA
Tree Testing • Think-Aloud Protocol • Heatmaps/Click Tracking
Surveys • Expert Interviews • Search Log Analysis • Competitive Analysis
Card Sorting • Butcher Paper IA • Task-Flow Diagrams
Understand Current State Stakeholder Map • Archetypes • Content Audit1
234
Test and Refine New IAClick Testing • Tree Testing • Think-Aloud Protocol5
Design ProcessHow do you evaluate, design, and document an IA?
INTRO
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Evaluate Current State
Fill in the Gaps
Create New IA
Tree Testing • Think-Aloud Protocol • Heatmaps/Click Tracking
Surveys • Expert Interviews • Search Log Analysis • Competitive Analysis
Card Sorting • Butcher Paper IA • Task-Flow Diagrams
Understand Current State Stakeholder Map • Archetypes • Content Audit1
234
Test and Refine New IAClick Testing • Tree Testing • Think-Aloud Protocol5
Design Process
INTRO
What is the focus of this workshop?
4: CREATE NEW IA
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Understand Current State
1
1: UNDERSTAND CURRENT STATE
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Understand Current State
Stakeholders User Needs & Goals
ContentCommon Tasks
Conduct design research to understand:
1: UNDERSTAND CURRENT STATE
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StakeholderMap
1: UNDERSTAND CURRENT STATE
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To determine key constituents of a project and their relationships. • Who are the primary users? Decision makers? • Who is affected? Who benefits?• How are these groups of people related? • What is the hierarchy?
Benefits• Visually organizes all stakeholders.• Determines key relationships.• Sets the stage for all design research activities.• Helps you determine participants for testing.
Why do a Stakeholder Map?
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Archetypes
1: UNDERSTAND CURRENT STATE
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To understand stakeholders based on their behaviors. • What’s the primary focus and behavior of someone using our website?• In what environment do these actions take place?• What is their end goal?
Benefits• Modeled around a behavioral perspective => more useful than personas.• Name is based on task-centric or identity-centric models => easier to keep
behavior at the forefront.• Behaviors directly lead to tasks that can be tested.
Why do Archetypes?
1: UNDERSTAND CURRENT STATE
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DescriptionEither familiar with the SEI, CERT, or CMU and is looking for a career at the organization or is doing a general job search and finds positions via an external website.
Behavior AnecdoteUses the job listings page to search for a particular position.
Behaviors• Explores the website to learn about us.• Reads job descriptions.• Gets a list of available positions.• Looks for benefits and corporate
information.
Example
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ContentAudit
1: UNDERSTAND CURRENT STATE
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To understand what content you have and determine what it should be.• How much content do we have?• What types of content do we have?• Is it redundant, outdated, or trivial (ROT)?• Who owns and maintains this content?
Benefits• Both qualitative and quantitative.• The only way to really know your content.• Can be used to help define content governance.• Necessary if you want to be able to design an IA.
Why do a Content Audit?
3: FILL IN THE GAPS
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Evaluate Current State
2
2: EVALUATE CURRENT STATE
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Pies
Lines
Went down the right pathWent down the wrong pathWent backNominated as correct answerSkipped question
Correct pathIncorrect path
Home
Work Areas
Cyber-Physical Systems
Overview
Research
Functional Verification
Real-Time Software
Collaborative Autonomy
Our People
Performance & Dependability
Overview
Tools & Methods
Risk Management
Overview
Tools & Methods
Additional Materials
Security & Survivability
Overview
Getting Started
Research
People
Software Architecture
Tools & Methods
Software Product Lines
Tools & Methods
Systems of Systems
Engage with Us
ConnectConsult
Solutions
Combating cyber security threats from inside and outside the organization
Sponsor
Sponsor
Develop
Products and Services
SEI TrainingTools & Methods
Research
Consulting
Library
News
Overview
SEI Article
News RSS Feed
News Stories
Press Releases
Media Coverage
SEI Bulletin
About Us
SEI Overview
SEI Overview
Why Work with an FFRDC
Year in ReviewOur Organization
Software Solutions Division
Tree Testing
2: EVALUATE CURRENT STATE
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To figure out which parts of the site tree work well and which don’t.• Can people find the information they need?• Is the information organized in a way that makes sense?• Do the labels work?
Benefits• Mimics how people find content on a site (vs. how they’d organize it).• Simplified presentation allows participants to solely focus on the IA.• Quantitative way of measurement.• Faster than traditional card sorting.
Why do Tree Testing?
2: EVALUATE CURRENT STATE
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Methodology
ConsiderationsSite Tree Size => No. of Tasks => No. of Tests
Participants• Min 50 for 10 tasks• Site Visitors / Recruitment Service
Software• Treejack• User Zoom• C-Inspector
2: EVALUATE CURRENT STATE
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ExampleHighlight reel from the evaluation stage of SEI website redesign.
2: EVALUATE CURRENT STATE
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Mini Use CaseSite Tree: 6 Levels of Hierarchy
1
2
3
4
5
6
600+ items}
2: EVALUATE CURRENT STATE
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Organizational FocusTasks (15)
# TASK TASK COMPLETION
9. Find out about what our organization does. 81%4. Get involved with us on a research project. 50%5. Fund a research and development (R&D) project. 42%7. Find out about our upcoming conferences. 37%2. Find out about our latest research. 35%15. Find out about the history of the organization. 0%
Based on website objectives and archetypes.
37% Overall Success Rate Usable75%
Good 75% and above
Very Poor 0–49%
Poor 50–74%
2: EVALUATE CURRENT STATE
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Good 75% and above
Very Poor 0–49%
Poor 50–74%
# TASK TASK COMPLETION
3. Download software packages and tools the SEI has created. 76%10. Find out how the SEI is helping to solve the nation’s
cybersecurity challenges. 36%17. Learn more about SEI participation at approved targeted
academic conferences. 26%2. Find out about the outreach and impact the SEI has had. 18%1. Find information on what high priority problems the DoD faces
and how we help to solve them. 6%4. Find out how the SEI enables new or extended capabilities in
existing military systems. 0%
Tasks (18)Based on web objectives, archetypes, and technical staff input.
20% Overall Success Rate Usable75%
Technical Focus
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Tree TestingPlan
Exercise 1
2: EVALUATE CURRENT STATE
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ExerciseWrite a research plan to evaluate the IA of the Pittsburgh airport website.
30 mins
2: EVALUATE CURRENT STATE
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Frequent Flyer
Data-Driven Approach to IA Design, Evaluation, and DocumentationCreated by Barbora Batokova • UX Strategist, CMU Software Engineering Institute • [email protected]
ARCHETYPE
DescriptionFlies frequently for business or personal travel. Comfortable with being at the airport. Likes to get stuff done at the airport in between flights.
Behavior AnecdoteWhile flying home for Christmas vacation, they plan on spending the time before boarding to do some last-minute shopping for their mom. They use the website on their phone to see what stores are available.
Behaviors• Checks the website if flight is delayed. • Checks the website to see TSA line status.• Explores the shopping section to see what
stores are available.• Uses the website to see where a particular
restaurant is located.
2: EVALUATE CURRENT STATE
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# TASK CORRECT DESTINATION
1
2
3
4
5
Tasks
Purpose Participants
Methodology Recruitment
Data-Driven Approach to IA Evaluation, Design, and DocumentationCreated by Barbora Batokova • UX Strategist, CMU Software Engineering Institute • [email protected]
TREE TESTING
Testing Plan
2: EVALUATE CURRENT STATE
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Testing Plan − BasicsPurpose*
• Establish a baseline? Evaluate new IA?• What IA are you testing?
Methodology*
• Scope: Site Tree Size + Archetype(s) => No. of Tasks => No. of Tests• Software
Participants*
• Min 50 for 10 tasks• Stakeholder groups?• Specific archetypes?
Recruitment*• Site intercept?• Recruitment service?• Social media?• Email?• Rewards?
Risks• Access to software• Team availability• Access to participants• IRB approval• Budget
*Absolute Minimum
2: EVALUATE CURRENT STATE
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Where would you go to ... ?
Base them on:• Site objectives• Archetypes• Common tasks and user goals
Watch out for:• Using the name of the correct destination in the question.• Leading phrases (e.g., using “services” to guide through Services).
Testing Plan − Tasks
2: EVALUATE CURRENT STATE
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Instructions1. Work with a partner.2. Discuss the Frequent Flyer archetype.3. Explore screenshots of www.flypittsburgh.com. 4. Fill out the basics: purpose, methodology, participants, recruitement.5. Come up with 5 tasks for the Frequent Flyer archetype.
2: EVALUATE CURRENT STATE
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Discussion1. What did you fill out for purpose?2. How did you specify the methodology?3. Who are the participants?4. How are you recruiting them?5. What are some of the tasks you came up with?
What questions do you have?
2: EVALUATE CURRENT STATE
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TREE TESTING
Analyzing Results
Analyzing Results For each question, we created a Results Sheet that summarized the findings.
2: EVALUATE CURRENT STATE
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Results Sheets
TASK RESULTS
DESTINATIONS
PIE TREE
IMPLICATIONS
FIRST CLICK PATHSDirect Failure
QUESTION#%
Indirect Failure
Indirect Success
Direct Success
Overall Success RateHow many people completed the task successfully? 75% above is acceptable.
Direct FailureIf a participant goes directly to a wrong answer, without ever clicking back up the tree. When someone goes directly to the wrong information, it suggests they have confidence they’re on the right track.
Indirect FailureIf a participant has gone back through the tree at least once before they’ve selected the wrong answer. When a task receives high numbers of indirect fails, it gives a clear message that the labeling and organization of that part of your tree is confusing people.
Direct SuccessIf a participant goes directly to the correct answer.
Indirect SuccessIf a participant has gone back through the tree at least once before they’ve selected the correct answer. This means that organization and labeling can be improved.
Task ResultsBreakdown of success, directness, time taken, and the overall score calculated for each task.
First ClickShows which branches were clicked first for
each task, and what % of participants did so.
DestinationsWhere did participants end up? / Where did they think they would find the answer to the
question? The more there is, the more confused participants were.
Pie TreeShows which way participants went at each
junction in the site tree and what they selected as their final answers. Useful for determining
the breakdowns.
ImplicationsWhat does this mean? What are the takeaways?
How can we improve the site tree based on these results?
Destination Across All TasksNumber of participants that picked this item as
the correct answer for multiple tasks. Each column corresponds to questions. If an
item is picked as the correct answer for multiple questions, it means the item label is vague and
applies to too many things.
Results Sheets
Distribution Statement A: Approved for Public Release; Distribution is Unlimited © 2016 Carnegie Mellon University | 02/05/18
TREE TESTING
For Optimal Workshop’s Treejack
Data-Driven Approach to IA Evaluation, Design, and DocumentationCreated by Barbora Batokova • UX Strategist, CMU Software Engineering Institute • [email protected]
2: EVALUATE CURRENT STATE
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Task ResultsBreakdown of success, directness, time taken, and the overall score calculated for each task.
2: EVALUATE CURRENT STATE
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Shows which branches were clicked first for each task, and what percentage of participants did so.
First Click
2: EVALUATE CURRENT STATE
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Shows which way participants went at each junction in the site tree and what they selected as their final answers.
Home
Work Areas
Acquisition Support
Our People
Performance & Dependability
Research
Processor Performance
Software Product Lines
Overview
Engage with Us
Connect
CollaborateCases Examples: Collaboration ResultsSoftware Assurance Curriculum
Products and Services
SEI Training
SEI Partner Network
SEI Certification
Overview
Calendar of EventsTools & Methods
Research
About Us
SEI Overview
SEI Overview
Why Work with an FFRDC
SEI Statistics and History
Year in Review
Our Organization
Our Organization
Director's Office
CERT Division
Our People
Pie Tree
Pies
Lines
Went down the right pathWent down the wrong pathWent backNominated as correct answerSkipped question
Correct pathIncorrect path
Home
Work Areas
Acquisition Support
Overview
Tools and Methods
Methods
Consulting on Acquisition Issues and Needs
Strategic PlanningCase Studies
Cyber-Physical Systems
Overview
Research
Measurement Analysis
Performance & Dependability
Research
Consulting
Case Studies
Military Aircraft Systems
Weapons Systems Management
Process & Performance Improvement
Getting Started
Research
Accelerated Improvement Method (AIM)
Consulting at the SEI
Process Case StudiesIEEE Computer Society/Software Engineering Institute Watts S. Humphrey Software Process Achievement Award
Risk ManagementResearch
Tools & Methods
ConsultingSecurity & Survivability
Overview
Research
Software Product Lines
Systems of Systems
Overview
SEI Training in Systems Interoperability Integration of Software-Intensive Systems
Research
Identity Management in SOA Environments
Tools & Methods
ConsultingCase Studies
Ultra-Large Scale Systems
Overview
Engage with Us
ConnectConsult
ConsultSolutions
Effective Use of Software Architecture Provides a Blueprint for Successful Products
Cases
The Army Strategic Software Improvement Program (ASSIP)
Sponsor
SponsorCase Examples: R&D Results
Collaborate
CollaborateCases Examples: Collaboration Results
Cyber Intelligence Tradecraft Project
Architecture Evaluation
Develop
Products and Services
SEI Training
SEI Partner Network
Overview
Find an SEI Partner
Partner Organizations
Find a Partner - Search Results
Partner Detail
SEI Certification
Calendar of Events
Tools & Methods
Research
Consulting Library
SEI Digital Library
SEI Podcast Series
Browse by Category
Cybersecurity Engineering
SEI Webinar Series
News
OverviewNews Stories
Press ReleasesSEI Bulletin
CareersAbout Us
SEI Overview
SEI Overview
Director's MessageYear in ReviewOur Organization
Our Organization
Software Solutions Division
Architecture Practices
2: EVALUATE CURRENT STATE
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Paths
Direct Failure
Indirect Failure
Indirect Success
Direct Success
Indirect Skip
2: EVALUATE CURRENT STATE
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1 2 3 4 5 6 7 8 9 10 11 12 13 14 15TASK #
Where did participants end up?
Destinations
2: EVALUATE CURRENT STATE
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What does this mean? What are the takeaways? How do we fix it?
Implications
2: EVALUATE CURRENT STATE
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Visualizing the Results
WORK AREAS
ACQUISITION SUPPORT
Overview
Getting Started
Research
Tools & Methods
Consulting
Our People
CYBER-PHYSICAL SYSTEMS
Overview
Research
Our People
MEASUREMENT & ANALYSIS
Overview
Getting Started
Research
Tools & Methods
Consulting
Case Studies
ABOUT US
SEI OVERVIEW
DIRECTOR’S MESSAGE
OUR ORGANIZATION
Director’s Offi ce
CERT Divsion
Emerging Technology Center
Software Solutions Division
OUR PEOPLE
Sponsoring and Oversight
Leadership Team
SEI Fellows
YEAR IN REVIEW
PRODUCTS & SERVICES
SEI TRAINING
Overview
Find a Course
Classroom
Onsite Training
E-Learning
Registration
FAQ
Certifi cates
SEI PARTNER NETWORK
SEI CERTIFICATION
CALENDAR OF EVENTS
TOOLS & METHODS
RESEARCH
CONSULTING
LIBRARY
SEI DIGITAL LIBRARY
SEI PODCAST SERIES
SEI WEBINAR SERIES
NEWS
NEWS STORIES
ANNOUNCEMENTS
PRESS RELEASES
MEDIA COVERAGE
SEI BULLETIN
CAREERS
OVERVIEW
AFFILIATE PROGRAM
ENGAGE WITH US
OVERVIEW
CONNECT
CONSULT
Solutions
Cases
SPONSOR
Case Examples: R&D Results
COLLABORATE
Case: Examples: Collaboration Results
DEVELOP
CMU SEI CERT DIVISION DIGITAL LIBRARY INSIGHTS
Ambiguous Meaning Problematic Placement
Global > Main > Drop-Down Menus …
Ambiguous Meaning Problematic Placement
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Tree TestingAnalysis
Exercise 2
2: EVALUATE CURRENT STATE
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Analyze tree testing results. What are the implications? Do you have any recommendations for improving Pittsburgh airport’s website?
30 mins
Exercise
2: EVALUATE CURRENT STATE
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Instructions1. Find your partner: match question numbers printed on the cover
of your handout folder.2. Create results sheets for the questions you have in your folder.3. Discuss results together, annotating the sheets with implications
on post-its and highlighting problematic or successful areas.
2: EVALUATE CURRENT STATE
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DiscussionEach group presents results for one question.
1. What do the results mean? 2. What are the takeaways? 3. How do we fix the identified problems?
What questions do you have?
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Think-AloudProtocol
2: EVALUATE CURRENT STATE
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To learn about the underlying reasons why some parts of the structure don’t work.• Why did they choose to go down this path?• Why did they go back?• What was it about the label that was confusing?• Why aren’t they confident this is the correct answer?
Benefits• Get qualitative data to help with interpreting tree-testing results.• Small participant pool needed to get comprehensive results.• Obtain powerful quotes to illustrate a problem.• Produce highlight reels to effectively share results with stakeholders.
Why do a Think-Aloud Protocol?
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Heatmaps &Click Tracking
2: EVALUATE CURRENT STATE
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Softwarecrazyegg, ClickTale, ClickHeat, etc.
Methodology
3: FILL IN THE GAPS
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Fill in the Gaps
3
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Survey
3: FILL IN THE GAPS
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To gather types of information that are currently not represented on the site.• What important content is missing?• What content areas are obsolete and should be archived?• Are our clients looking for information that we don’t have online?
Benefits• Quick way to gather a lot of useful data.• Involve the entire organization and clients in the design process.
Why do a Survey?
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ExpertInterviews
3: FILL IN THE GAPS
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To identify business needs not being met within the structure.• Where is the organization headed and how does the website fit in?• How can the website IA help express the direction of the organization?
Benefits• Cheap in terms of effort and budget.• Quick way to get expert information directly from the source.• Ensure business needs are being met.
Why do Expert Interviews?
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Search LogAnalysis
3: FILL IN THE GAPS
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Why do a Search Log Analysis?To determine what people are searching for and therefore can’t find easily.• What are the top search terms?• Can some of the frequent searches be eliminated by including those items in the
IA?
Benefits• Provides you with ideas on how to label items.• Gives you quantitative data in a heavily qualitative stage.
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CompetitiveAnalysis
3: FILL IN THE GAPS
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Why do a Competitive Analysis?To evaluate your competitors’ IAs and determine their strengths and weaknesses.• How many top-level items do they have?• How do they label them?• How deep is the IA?• What are some of the common labels for your industry?
Benefits• Learn from your competitors.• Get ideas for possible organization schemas.
Just because they did it, doesn’t mean it’s right or that it will work for you!
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CreateNew IA
4
4: CREATE NEW IA
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CardSorting
4: CREATE NEW IA
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Why do Card Sorting?To figure out how the new types of information fit in.• What categories do people create for this content?• Where did they place problematic items?• Do the labels make sense or are they vague?• Which items are outliers?
Benefits• Helps expose people’s mental models of a system.• Helps you get rid of expert speak or entrenched organizational schemas.• Provides various options for the organization schemas.• Gives you a starting point for top-level categories.• Helps you evaluate provided categories.
4: CREATE NEW IA
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ButcherPaper IA
4: CREATE NEW IA
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Why do a Butcher Paper IA?To collaboratively begin definining the new IA.• What is the state of the IA design?
Benefits• Participatory design approach that involves the team.• Allows you to discuss the research and make decisions together.• Demystifies the process.• Creates shared responsibility and ownership.• Easy to iterate on.• Constantly visible.
4: CREATE NEW IA
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Task FlowDiagrams
4: CREATE NEW IA
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Why do Task Flow Diagrams?To understand how a user should ideally move through the new IA.• What is the ideal path for <archetype> to accomplish ... ?
Benefits• Validates that defined archetype tasks can be accomplished.• Helps you view the IA from the user’s perspective.
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Test & Refine New IA
5
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ClickTesting
4: TEST AND REFINE NEW IA
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Why do Click Testing?To validate IA decisions along the way.• Does the top-level nav work?• Where would people go first to find ... ?
Benefits• Compare options.• Great way to eliminate opinion-based discussions and decisions.• Measure improvement from original IA.• Quick and cheap.
4: TEST AND REFINE NEW IA
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ExampleProposed IA
4: TEST AND REFINE NEW IA
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ExampleProposed IA + Heatmap
Compare: Original First Click 72%
118% Improvement33%News
4: TEST AND REFINE NEW IA
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SEI UX Tools• Crazy Egg• Optimal Workshop• Piwik• Qualtrics• UsabilityHub• UserTesting.com
Other UX Tools• ClickHeat• ClickTale• Loop11• Optimizely• SurveyMonkey• UsabilityTools• UserZoom
RESOURCES
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RESOURCES
Books, Reports & Online Resources• Boxes and Arrows: http://boxesandarrows.com/tree-testing/• Communicating Design, Dan M. Brown• Information Architecture, Louis Rosenfeld, Peter Morville & Jorge Arango• Nielsen Norman Group: Intranet Information Architecture Design Methods and Case Studies 2nd Edition• Optimal Workshop Blog: http://www.optimalworkshop.com/blog• TED Archetypes: https://hello.ted.com/2014/02/13/how-user-archetypes-lead-to-design-decisions/• Universal Methods of Design, Bella Martin and Bruce Hanington• Web Usability: http://webusability.com/firstclick-usability-testing/
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CopyrightCopyright 2018 Carnegie Mellon University. All Rights Reserved.
This material is based upon work funded and supported by the Department of Defense under Contract No. FA8702-15-D-0002 with Carnegie Mellon University for the operation of the Software Engineering Institute, a federally funded research and development center.
The view, opinions, and/or findings contained in this material are those of the author(s) and should not be construed as an official Government position, policy, or decision, unless designated by other documentation.
References herein to any specific commercial product, process, or service by trade name, trade mark, manufacturer, or otherwise, does not necessarily constitute or imply its endorsement, recommendation, or favoring by Carnegie Mellon University or its Software Engineering Institute.
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