rich search results for low literacy users
DESCRIPTION
UXPA 2013 Annual Conference Friday July 12, 2013 1:30pm - 2:30 pm ET by Malcolm Kemeny, Nicole Kerber, Kathryn Summers, Noel Alton, Megan McKeever For the more than 40 percent of the U.S. population reading at or below an eighth grade level, searching for information online can be a surprisingly difficult task. Viewing a search page full of text-heavy results can make finding the right information nearly impossible for low literacy users. With the advent of Rich Search Results displaying plain text answers, online queries could become an easier task for this at-risk population.TRANSCRIPT
Malcolm KemenyNicole KerberKathryn SummersNoel AltonMegan McKeever
UXPA International - July 2013
Rich Search Results for Low Literacy Users
What is Low Literacy?
What are Rich Results? Findings
Agenda
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Research Overview
What is a Low Literacy User?
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Corporate
What is a Low Literacy User?
•43% of Americans are considered low literacy and read at or below an 8th grade level.
•Literacy is defined as “using printed and written information to function in society, to achieve one’s goals, and to develop one’s knowledge and potential.”
•Measured using a REALM (Rapid Estimate of Adult Literacy in Medicine) test.
REALM Test - Side A
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Corporate
Recruiting Low Literacy Users
•Contacted various nonprofits and literacy groups in Baltimore with little success before settling on ad-hoc recruiting.
•Target group is unlikely to have consistent contact method and are difficult to schedule.
•Network recruit - participants bring their family/friends to participate.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Working With Low Literacy Users
•Tread carefully.
•Ask, “Do you think someone else might have problems using this website? What do you think they would find confusing?”
•Be respectful and friendly.
•Build a relationship.
•Be prepared with all materials to get session completed quickly.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Web Use by Low Literacy Populations
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Corporate
Low Literacy Web Use
• Read every word over scanning the page.
• Become disoriented on the page easily - scrolling is difficult.
• Accept what they see online as truth without verifying or reading any additional content.
• Less likely to access information online.
• Easily confused on pages.
• Make decisions without the benefit of context.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
What are Rich Results?
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Corporate
• Information seeking aid incorporated into search engines.
• Built to provide answers to queries on the primary results page.
• Presented above the rest of the search results in large, visually distinct, unambiguous text.
• Increases user satisfaction by presenting relevant content where it can easily be found.
• Relatively new. Google started presenting rich results in early 2010. https://support.google.com/webmasters/answer/99170?hl
=en
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Rich Search Results
Corporate
•Style of results vary by topic.
•Usually come from a “do” search or a simple question such as, “What day is thanksgiving?”
•20-30% increase in click through rates for websites that support rich results.
http://www.wpromote.com/blog/seo/smx-advanced-2012-day-1-part-1/
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Rich Search Results
Corporate
Rich Search Results
•Rich results are still in their infancy and not fully supported.
•Search engines must continue to improve support for misspellings, phrasing, and formatting.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Search Behavior Study
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Purpose:•Understand the presentation of rich results in a search engine results page (SERP) as it relates to information retrieval by low literacy users.
Test Plan:•30 low literacy participants, who read at/below an 8th grade reading level, were recruited. •Literacy levels were determined by administering the Rapid Estimate of Adult Literacy in Medicine (REALM) test. •Participants were asked to complete 4 tasks using one of three search engines; Google, Bing, and Yahoo!. Each participant used one of the three engines exclusively throughout the test. All participants were tested with a Tobii t60 (remote) eye tracker. •Each task was designed to increase the likelihood of seeing rich results.•$40 cash incentive for one hour of participation.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Methodology
Methodology
Test Scenarios:
• You and a friend want to go see the movie Looper tonight at the Landmark theatre. What are the showtimes for tonight?
• Your daughter has a question on her homework about the word fortuitous. You want to make sure you give her the right answer. Look up what the word means on the web.
• You are planning your families’ thanksgiving dinner. Look up what day Thanksgiving is this year.
• Your son has been invited to a birthday party at Port Discovery. You want to call and ask about parking. Find the phone number for Port Discovery.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Participant Demographics
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
• 30 Total Participants.• 56% access the Internet
primarily through a mobile device.
• 60% rated themselves as very comfortable using the Internet.
Results Overview
• When some users reached a results page with rich results, they were able to understand, interact with, and learn from rich results
• Identified THREE key behaviors among participants which limited their ability to learn from rich results -
1. Participants used natural language queries, which search engines had trouble providing rich results for.
2. Participants relied heavily on autocomplete, which often led them down the wrong search path due to misspellings.
3. Participants often overlooked rich results when they were displayed.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Success with Rich Results
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Corporate
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
•Users who saw, understood and interacted with the rich results were generally pleased with the information.
•Users were visibly surprised that they were able to find the information they were looking for easily. Users interacting with rich results did not click further to verify the information, and overall task time was reduced.
Success with Rich Results
Top: P01 - AlvinBottom: P16 - Earlene
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Success with Rich Results
P17 - Kennis
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Success with Rich Results
P07 - Danielle
P20 - David (offset)
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Success with Rich Results
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Success with Rich Results
Top: P26 - Victoria
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Success with Rich Results
Bottom: P06 - James
Issues with Rich Results
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Issues with Rich Results
TaskFound and Reported
Overlooked
Movie Showtime
1 time 7 times
Define: Fortuitous
4 times 5 times
What day is Thanksgiving?
8 times 7 times
Phone number lookup
6 times 5 times
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Rich Results were displayed 45 times out of a possible 120.Rich Results were discovered and used 19 times out of 45.
Difficulty with Computers
•The participants during testing that tested as very low literacy had a great deal of difficulty with the study tasks -
•3 participants tested as reading below a 3rd grade level
•9 participants tested as reading between a 4th and 6th grade level.
•One participant entered ‘Pour Disrovr’ while trying to find the phone number for Port Discovery’. He later ended up looking at the Pottery Barn site.
“It’s not really hard, I just gotta be more specific to actually get to where I want to go. ”
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Difficulty with Computers
•Some test participants were not able to understand the goals of each task. These users had trouble during the test and many became visibly frustrated.
•Other users were familiar with web use but not comfortable using search tools. Once participant began every search with WWW. in the search bar.
•Existing search tools do not adequately support the needs of users new to the web.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Natural Language Queries
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Corporate
•User queries frequently matched the language used by the test moderator in the prompt.
•These natural language queries often resulted in unsuccessful searches.
Participant Search for Task Prompt of “...find the phone number for Port Discovery”
`̀̀̀
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Natural Language Queries
Corporate
RECOMMENDATIONS: Search engines should work on providing rich results for natural language queries. This will simplify information seeking for users of all literacy levels.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Natural Language Queries
Autocomplete
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
• Users relied heavily on search engine autocomplete to help guide search.
• Autocomplete was used as a way to help users avoid typing and spelling, often a difficult activity. Users would type one letter, look to the autocomplete, type another letter and check again.
• Autocomplete failed as user’s queries moved further from the correct spelling.
• Some users would look at the keyboard as they typed, missing the autocomplete suggestions altogether.
Corporate
RECOMMENDATION: Autocorrect should support error correction as the user types. A search for “Thanksgaving” should still return an autocomplete suggestion and rich results for Thanksgiving.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Autocomplete
Corporate
RECOMMENDATION: Participant queries that receive autocorrect results should support rich results. Search engines currently support autocorrection, showing rich results for these queries can help with information retrieval.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Autocomplete
Overlooking Rich Results
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Issues with Rich Results
TaskFound and Reported
Overlooked
Movie Showtime
1 time 7 times
Define: Fortuitous
4 times 5 times
What day is Thanksgiving?
8 times 7 times
Phone number lookup
6 times 5 times
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Rich Results were displayed 45 times out of a possible 120.Rich Results were discovered and used 19 times out of 45.
Overlooking Rich Results
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
P13 - Joanne
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
P05 - John
Overlooking Rich Results
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
P02 - Kevon
Overlooking Rich Results
Overlooking Rich Results
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
P06 - James
•Rich results can be particularly beneficial to low literacy users, who tend to settle on the first answer they find in a search.
•There were THREE behaviors from participants which impacted their ability to use rich results -
1. Participants used natural language queries, which search engines had trouble providing rich results for.
2. Participants relied heavily on autocomplete, which often led them down the wrong search path due to misspellings.
3. Participants often overlooked rich results when they were displayed.
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
Overall
Overall
Rich Search Results for Low Literacy UsersKemeny, Kerber, Summers, Alton,
McKeever
1. Search engines should move to provide rich results for natural language queries.
2. Search engines should unobtrusively support live autocorrect inside of the autocomplete options.
4. As rich results become more common, users will start to expect rich results.
3. Search results displayed with autocorrect should support rich results.