CanadaHelps.org

Group Introduction Testing Methodology & Severity Ranking User Scenarios Other Observations Conclusion

Jamy LiUser

Experience Consultant

Nathalie CrosbieSr. Information

Architect / UX Designer

Matthew BurpeeWeb Consultant

Julian LisingInformation

Architect

Asked five participants to perform common tasks 4 females, 1 male Aged: 20 to 40 No previous experience with CanadaHelps.org Tests were performed in August/September 2009

Usability lab was donated by Klick Communications Webcam – captured user audio/video reactions Morae – captured screen interactions Observer – recorded notes on the fly in another room Moderator – guided the user through the test

High Likely to cause many users to fail a particular task or

permanently lose information. Medium

Likely to cause user frustration and errors but don’t cause irreversible issues.

Low Minor problems that may cause some confusion or loss

of time for users but won’t prevent task continuation.

1. Find CanadaHelps.org2. Select a charity of your choice3. Make a one-time donation4. Make/Cancel a monthly donation5. Update your profile6. Send a charity gift card

User Scenario #1

Issue: Users can’t identify the site from

the search result snippet

Recommendations: Consider changing title,

“CanadaHelps – Donate to any charity in Canada”

Ensure page meta tag/description makes it clear that you can donate to multiple charities.

Issue: The purpose of the site is not clear

to the user.

Recommendations: Make it clear that the site’s

purpose is facilitating donations to any Canadian charity.

User Scenario #2

Issue: Important charity information

shows “N/A”

Recommendations: Ensure that charity details are

present prior to posting the charity online

Do not display headings for unavailable information

Issue: “Search for a Charity” search box

is below the page fold Placement is inconsistent with

homepage

Recommendations: Place search box above the page

fold Maintain placement consistency

across entire site

??

Issue: Some organizations are in upper

case and others lower case Charity Business Number is

irrelevant to the user when searching for a charity

Recommendations: Ensure text formatting is in

sentence case (not all CAPS) Consider removing the Business

Number in the search results Consider adding logos

User Scenario #3

Issue: Users often ignore text-heavy

areas

Recommendations: Minimize needless words

“People scan Web pages, they don't read them.” – Steve Krug

Create a clear visual hierarchy to show importance of content

Break pages up into clearly defined areas

Issue: During the donation process, user

is unclear on: Meaning of “Fund/Designation” What information they are meant to

enter Why the field is displayed if details not

availableRecommendations: Ensure a fund description is

always present Do not display the fund/

designation in cases where a description is not available.

Issue: Credit card billing address does

not auto-populate based on previously entered information

Recommendations: Create functionality to auto-

populate billing address

Issue: Donation seems too high when

making smaller donations.

Recommendations: Make this a percentage of actual

donation or have several amounts for amount ranges.

Issue Button terminology is confusing to

the user. She’s looking to “donate” to the charity and not “checkout” of shopping.

Recommendation Change button to read “Donate”.

User Scenario #4

Issue: Radio button is greyed out, unable

to make a recurring donation.

Recommendations: Don’t display functionality that

user can’t control.

Issue: User doesn’t want to save credit

card number on CH. User can’t modify their monthly

donation after realizing the CC # must be stored on the site.

Recommendations: Inform users immediately that CC

must be saved for monthly donating.

Allow user to modify donation type during checkout process.

Issue: Site does not provide confirmation

when user removes a monthly donation

Recommendations: Prompt the user to confirm if they

wish to proceed with cancellation E.g. 1st option “No”, 2nd “Yes”

After cancelling, show user a detailed confirmation message

Optionally, provide a mechanism to capture feedback for cancelling

Issue: Confirmation page from a monthly

donation transaction displays unrelated information from a previous one-time donation

Recommendations: Include only relevant information

specific to the current transaction Make donation history

information available via ‘view all past donations’ or ‘donation history’ links

Issue: The system allows users to select

the current date as a start date when that is not a valid choice

Recommendations: Prevent the current date AND

previous dates from being selected from the calendar picker “Even better than good error messages

is a careful design which prevents a problem from occurring in the first place” – Jakob Nielsen

Issues: Monthly donation details pages do

not provide sufficient confirmation of the donation start and end dates

Recommendations: Include the start and end dates in

all donation details review pages

Issue: The calendar widget that starts on

Monday is inconsistent with the other calendar which starts on Sunday

Recommendations: Have all calendars start on Sunday Maintain consistency for look and

feel

User Scenario #5

Issue: Users do not understand that “My

Canada Helps” is where they can edit their profile

Recommendations: Use common language such as

“Edit Profile”, “My Account” instead of “MyCanadaHelps”

Display the user’s name once logged in

Issue: Presence of multiple ‘save’

buttons in unexpected locations is confusing

Recommendations: Use only one button and place it

at the bottom of the page

Issue: System does not provide

confirmation when the user updates their address

Recommendations: Have the system display a

confirmation message e.g. “Your changes have been saved”

Issue: Upon logging in, the landing page

appears to be requesting to “Change your password”

Recommendations: Remove “Change your password”

frame from landing page Add as an option under “Change

my Personal Info”

Issue: “Canada” not easy to find in drop-

down list

Recommendations: Keep lists in alphabetical order

Issue: If donating more than once, user

prefers their preferences saved.

Recommendations: Allow the ability to save

preferences for future donations

User Scenario #6

Issue: User is unclear about the gift card

validity and delivery mechanism.

Recommendations: Indicate how gift card is delivered

to recipient. Consider renaming to “electronic

gift card”

Issue: User encounters donation

problem and would prefer to call

Recommendations: Show “…contact us by postal mail,

telephone, or fax” at the top

Issue: Contact Canada Helps page

doesn’t indicate an estimated response time for each option.

Recommendations: Provide an estimated response

time.

Issue: User is unable to find their tax

receipt after completing a recurring donation

Recommendations: Greater visual weight and text

isolation is required

Issue: Trading photo on home page is

visually distracting and confusing

Recommendations: Minimize visual noise Display images that are more on

brand

Top 3 Usability Issues

1. Provide a clear description of the website’s purpose Ensure page meta tag/description makes it clear that you can

donate to multiple charities2. Ensure ALL charities details are complete

Mission Statement, Description, Fund/Designation3. Provide users with visual feedback

Saving credit card online, profile changes, donation cancellations

Any Questions?