TCC Conference

2015 Presented By:

Greg Gauthier Master’s Candidate

University of Hawaii at Manoa

LTEC Program

Any former and/or current

union members?

A Usability Evaluation of a Website Focusing on Three Steps of the Conflict / Resolution Process for Union Members

Project Title

Do I have

justification?

File

Complaint

Form

Meet with

Manager Resolution

Achieved?

File

Grievance

With

Union Rep

A B

C

Initial Steps

Do I have

justification?

File

Complaint

Form

A Initial Steps

Do I have

justification?

File

Complaint

Form

Meet with

Manager Resolution

Achieved?

A B

Initial Steps

Do I have

justification?

File

Complaint

Form

Meet with

Manager Resolution

Achieved?

File

Grievance

With

Union Rep

A B

C

Initial Steps

Goal

Gaps

• Enhance Satisfaction • Limit Liability

Size of Union

Limited F2F Courses

Employee Turnover

Multiple Shifts

Just In Time Learning

“…self-paced process of finding

information or learning skills just

when and where they are

needed” (Reil, 1999).

Riel, M. (1998, May). Education in the 21st century: Just-in-time learning or learning communities. In Fourth Annual Conference of the Emirates Center for Strategic Studies and Research, Abu Dhabi.

Website

Solution?

Effective?

Usable?

A

B

C

…to investigate the ease of use and navigation of a website designed to provide union members at a particular unionized hotel with information about how to utilize the three initial steps within their negotiated conflict/resolution process.

Purpose Statement

600 Employees

• Multi-ethnic

• 18 to 73

• Entry Behavior

Consistency of Page Layout

Quick Access

Blue

Website

Video

Resources

Video

Resources

Fillable Forms

Usability Study “…to accomplish something without it

being more trouble than it’s worth” (Krug

2014, p. 273).

Krug, S. (2009). Rocket surgery made easy: The do-it-yourself guide to

finding and fixing usability problems. San Francisco: New Riders.

Study

• Design

• Instrumentation

• Analysis

Implementation Schedule

Phase 1 Rapid Prototype Oct. 2014 SME

Phase 2 Prototype Jan. 2015 Steward

Phase 3 Beta Jan. 2015 New

Implementation Schedule

Phase 1 Rapid Prototype Oct. 2014 SME

Phase 2 Prototype Jan. 2015 Steward

Phase 3 Beta Jan. 2015 New

Revisions “When fixing problems, try to do the least

you can do” (Krug, 2014 p.111).

Krug, S. (2009). Rocket surgery made easy: The do-it-yourself guide to

finding and fixing usability problems. San Francisco: New Riders.

Implementation Schedule

Phase 1 Rapid Prototype Oct. 2014 SME

Phase 2 Prototype Jan. 2015 Steward

Phase 3 Beta Jan. 2015 New

Implementation Schedule

Phase 1 Rapid Prototype Oct. 2014 SME

Phase 2 Prototype Jan. 2015 Steward

Phase 3 Beta Jan. 2015 New

Implementation Schedule

Phase 1 Rapid Prototype Oct. 2014 SME

Phase 2 Prototype Jan. 2015 Steward

Phase 3 Beta Jan. 2015 New

Instruments

• “Think Aloud”

• Scenarios

Implementation Schedule

Phase 1 Rapid Prototype Oct. 2014 SME

Phase 2 Prototype Jan. 2015 Steward

Phase 3 Beta Jan. 2015 New

Instruments

• “Think Aloud”

• Scenarios

Conclusion

• Analysis

• Challenges

Limitations

• Participants

• Sample Size

• Unintentional Bias

Questions

Observations

Mahalo

gpg@hawaii.edu

Images Credits

“Blocks” Copyright: <a href='http://www.123rf.com/profile_scanrail'>scanrail / 123RF Stock Photo</a> “Happy Hotel Workers” Copyright:<ahref='http://www.123rf.com/profile_stylephotographs'>stylephotographs / 123RF Stock Photo</a> “Lady Justice” Copyright: <a href='http://www.123rf.com/profile_rosipro'>rosipro / 123RF Stock Photo</a “Innovation Bias” Copyright: <a href='http://www.123rf.com/profile_radiantskies'>radiantskies / 123RF Stock Photo</a> “Rearview Mirror” Copyright: <a href='http://www.123rf.com/profile_ryanking999'>ryanking999 / 123RF Stock “Resolutions Just Ahead” Copyright:<a href='http://www.123rf.com/profile_feverpitched'>feverpitched / 123RF Stock Photo</a> “Usability Functions” Copyright: <a href='http://www.123rf.com/profile_enotmaks'>enotmaks / 123RF Stock Photo</a>