hci 460 - usability evaluation methods expert evaluation · microsoft healthvault is a website...

Expert EvaluationHCI 460 - Usability Evaluation Methods

Assignment 1B

Executive summaryAn expert review of Microsoft HealthVault was performed by four experts aimed at identifying usability issues. The findings from each review were then consolidated and prioritized. Several usability issues were discovered when attempting to use certain key features. Usability issues ranged from minor to severe, including inconsistent layouts, redundant information, misleading icons and poor language among many others. Included in this Expert Evaluation Report, we have compiled a list of positive findings, usability issues with severity ratings, and actionable recommendations.

Introduction Microsoft HealthVault is a website which enables it’s users to store, share and edit personal health records in an online database. Target users for this type of service would be those with extensive health records or anyone wishing to transition to an online storage system. The primary objective for this report was to successfully identify usability issues that when corrected, could improve site functionality, performance and usability. Several features found within Microsoft HealthVault were evaluated including member sign-up, sharing options, adding an allergy and editing an allergy. Once identified, issues were given a severity rating of high, medium or low along with a suggested recommendation for each. Actionable recommendations include: using consistent language to reduce user confusion, use contrasting font and background colors, provide additional options for exporting files and grouping similar elements on pages to create a clear defined hierarchy of information.

Expert evaluation

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Microsoft HealthVault

The site achieves a clean and simple look by the use of white as a primary background and accent color. Keeping the color palette simple will appeal to a wider demographic while providing a strong contrast.

Consistent use of contextual help and tooltips helps to clarify, what could potentially be confusing or unfamiliar information for users.

Primary navigation was consistent in regards to location and options for the user, minimizing confusion while browsing the site. Once configured correctly, the personal homepage layout changes to display the user’s name and links to frequently accessed items.

Use of inline validation on certain form fields was good as well. When a user completes a section of a form, inline feedback is provided to alert the user if the information submitted can be used or is available.

What’s working well

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http://file://localhost/Users/Benjamin/Desktop/Working/CTCA/caps/Home%20-%20Signed%20Out











The findings in this report are organized by the following severity ratings from Rubin’s Handbook of Usability Testing:

HIGHThe user will probably use or attempt to use the product, but will be severely limited in their ability to do so. The user will have great difficulty in working around the problem.

MEDIUMThe user will be able to use the product in most cases, but will have to take some moderate effort in gettingaround the problem.

LOWThe problem occurs only intermittently, can be circumvented easily, or is dependent on a standard that isoutside the product’s boundaries. Could also be a cosmetic problem.

Reading this report

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High Priority IssuesMicrosoft HealthVault

ProblemIf a user wants to enter new health information into HealthVault their first instinct might be to click on “Create and enter new information into HealthVault”, when they actually need to choose “Get existing health information into HealthVault”.

Users may feel they did something wrong, or become frustrated that they cannot find the correct path to enter their information.

TextText

1. Entering new information HIGH

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RecommendationIf manual entry of information is a large percentage of HealthVault use, adding “Enter your data manually” as a third, initial option for users would aid wayfinding, and reduce possible user frustration and error.

1. Entering new information HIGH

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ProblemA .csv file is automatically downloaded (Apple) and opened (Windows) for users when clicking “Export”. All allergies are exported, regardless of the boxes selected.

Novice users may not know what a .csv file is, or recognize it as their downloaded health information. Users may also repeatedly click “Export” if they are unaware of the automatic download.

2. Exporting information HIGH

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RecommendationProvide the user with both an indication they are going to download a file, and also a choice of what file type to download. This provides flexibility in the application from novice to expert users.

2. Exporting information HIGH

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Medium Priority IssuesMicrosoft HealthVault

ProblemClicking on the “sign up” button on the homepage immediately takes the user to the sign in page, asking “How do you want to sign in to Health Vault?”

The inconsistent language used by the sign up and sign in pages could confuse users, or even lead them to leave the HealthVault signup process altogether.

3. Sign up language MEDIUM

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RecommendationUsing “Sign up” on both pages will let users know they are following the correct path to signing up. It will prevent errors being made by users, reduce user confusion, and decrease the likelihood users may leave the HealthVault site.

3. Sign up language MEDIUM

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ProblemUsers can type through the autocomplete results and can also save an allergy without any information entered.

Incorrect information or no information at all could be added, saved, and shared with a healthcare provider or family member, causing confusion or possibly worse.

4. Form validation MEDIUM

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RecommendationConsider using inline validation for all relevant form fields. Similar validation is currently used when creating a HealthVault account.

Instant feedback on errors and incorrect information, allows the user to correct errors before they become larger issues. Catching errors early, reinforces the feeling of HealthVault being a safe place to store personal health information.

4. Form validation MEDIUM

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ProblemAds for additional services that use HealthVault information are not easily identified as advertisements and open as external links.

User trust and HealthVault credibility could be compromised if users feel their information is being used or accessed by other companies.

5. Allergy page advertisements MEDIUM

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RecommendationMoving the ads below, or beside the allergy information will create a clear hierarchy, with the user's health information being the primary focus.

Clear indication that the ads will link to external sites, and that they are in fact ads for other services will help to reinforce that the users information is the primary focus.

5. Allergy page advertisements MEDIUM

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ProblemWhen users click on “See more tools and devices” they are immediately taken to an external site asking to sign up for another service.

User trust in HealthVault could be compromised if they feel their information is being used or accessed by other websites.

6. External links MEDIUM

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RecommendationClearly identify that the “See more tools and devices” link will take the user to an external site. Consider providing a clear description of where they are being directed and how it will connect with HealthVault, such as “See more tools and devices to help securely connect your data with doctors and family”.

6. External links MEDIUM

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ProblemGlobal actions that could apply to multiple selections are in the specific allergy, and actions that should apply to individual records are in the global actions menu.

Users may not understand how to edit their health records, or may have to spend time repeating the same action for different entries.

7. Managing & editing an allergy MEDIUM

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RecommendationReorganize the global actions menu to include items which can be applied to multiple entries.

Increasing the font size, and providing visual separation would also provide clear indication of global or item specific actions. The item specific menu would contain items best applied to individual entries.

7. Managing & editing an allergy MEDIUM

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ProblemBoth page and form elements are not grouped properly contributing to a cluttered, and overwhelming feeling.

8. Sharing information organization MEDIUM

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RecommendationGrouping similar or related elements together will help create a clear hierarchy of information on the page. It will also guide users through the proper path and make information more digestible.

8. Sharing information organization MEDIUM

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ProblemWhen invited to view shared information on HealthVault clicking on a link to “Accept” or “Reject” redirects the user to the HealthVault login page.

Invited users may not have a HealthVault account, be completely sure of what it is, or want to sign up. Users without a HealthVault account may be unclear about what they need to “Accept” or “Reject”.

9. Accessing shared information MEDIUM

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RecommendationBy explicitly stating user options like “Login” or “Sign Up” in the email, users will have a clear understanding of what HealthVault is, and what they are being asked to do. Users will also be less likely to leave HealthVault without signing up.

9. Accessing shared information MEDIUM

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Low Priority IssuesMicrosoft HealthVault

ProblemUsers complete the “Health Interests” and “Connect to Services” steps during signup and are then taken immediately to the HealthVault home screen.

Users may believe they skipped or even missed a critical step in the sign up process (i.e. “Start using HealthVault”).

10. Signup wizard LOW

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RecommendationConsider providing the user with a summary screen or a clear indication that they have finished the signup process and are ready to enter the HealthVault application.

10. Signup wizard LOW

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ProblemBreadcrumbs while helpful, are styled identically to navigation on the top right of the page.

Users may realize that “Home” and “Health information” are links, but not that they provide cues to context and page hierarchy. This is especially apparent if adding an allergy from the home page, which takes the users to a deep state allergy overview page.

11. Breadcrumbs LOW

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RecommendationFollow best practices and standards for breadcrumbs and visually differentiate them from other navigation elements on the page. Separating breadcrumbs with ">" would provide visual difference, and give context as to where users are, and how they could return to previous screens.

11. Breadcrumbs LOW

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ProblemThe font color used for the global and specific item menus is difficult to read because of low contrast.

Users who are visually impaired, or colorblind may have extreme difficulty reading the options in this menu.

12. Font colors LOW

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RecommendationConsider using font colors that have more contrast with the background, with a contrast ratio of at least 5:1. Or consider using a background color than creates more contrast between it and the text. Increasing the size will also help aid readability.

12. Font colors LOW

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ProblemThe default state of the sharing information form is to share all information types, regardless of whether a user has that type of information associated with their account.

It is overwhelming for users to have to sort through a list of approximately 100 items and select (or deselect) which ones to share.

13. Selecting information to share LOW

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RecommendationConsider only providing checkboxes for the items the user added to HealthVault during signup. Giving them the option to share new information as they add it to HealthVault will reinforce the fact that the user controls their information, and prevents overwhelming them with too many choices.

13. Selecting information to share LOW

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ProblemCalendar popup use is inconsistent across the application. Some use a calendar icon and others have a calendar popup when clicking in a date field. When selecting dates, past dates can be selected.

14. Selecting expiration dates LOW

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RecommendationGray out or make dates prior to the current date, unselectable to prevent user errors. Also consider that while the calendar popping up when the field is clicked is helpful, using a calendar icon next to the field will allow both novice users and expert users to use the system effectively.

14. Selecting expiration dates LOW

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Team ContributionsAssignment 1A

Pradeep NayarConsolidation and documentation of issues, screenshots, mockups and mockup revisions, document editingCarl DuffieldConsolidation and documentation of issues, documentation of recommendations, document creation and editingMike WesolowskiConsolidation and documentation of issues, executive summary, introduction, document editingJon HiaConsolidation of issues, mockups and revisions

Team contributions

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Appendix AAssignment 1A

Carl Duffield

hci 460 | wednesday 9.14.11carl duffield expert evaluation

Wednesday, September 14, 2011

1. Field labelsField labels should be aligned above and to the left of form !elds for the quickest completion rates.

2. FeedbackFeedback for the user as to whether the username is available is good. It is initially unclear though that this is the username, since it is labeled as email address and “email address... is available”.

3. Inline validationInline validation of certain form !elds is good, as it gives the user instant feedback on whether the information they are entering is appropriate.

Create new account

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1. Way!ndingClear indication of where the user is in the setup process is good. This allows the user to always be able to know where they are, where they can go, and how to get back if they make a mistake.

Select health interests

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1


1. Drop-downIt is unclear at !rst whether this is a drop-down or a selectable space. There is no title or call to action either.

2. Navigation menuNavigation items are unclear. It is unclear what “Sharing” and “History” are or what information they refer to.

Welcome screen

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1

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1. New vs. existingThere is no description for either of the choices to add information to the HealthVault pro!le. Clicking on each choice, expands the entire submenu providing the user with multiple options, some leading away from HealthVault. It is also unclear that to add new information manually, a user must go to “Get existing health information into HealthVault” instead of the intuitive choice of “Create and enter new information into HealthVault”.

Add health information

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1


1. Selecting a new itemUsers can only select one item at a time, having to come back to this page each time they want to add a new item. Also, there is no option to add an item not on this list.

Add a new item

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1


1. Type ahead resultsType ahead results start after two letters are typed instead of a best practice of three. Short codes (i.e. TT) are helpful if entering information from a patient record, but could be confusing to user who isn’t entering information from one.

Add immunization

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1


1. Form !eldsA user can enter any information (characters or numbers) into this !eld without any restrictions. Inline validation from earlier, is no longer present for !elds like “Date given”. Field labels are placed properly (above and left-aligned) to allow for the fastest completion of what is most likely unfamiliar information.

Add immunization (expanded)

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1


1. More actionsUnclear what actions can be performed/taken, in addition to “more” actions possible. There is no clear relationship between the “More actions” link, and the drop-down arrow as well.

2. Expand menuIt is unclear that only the blue link is what expands the particular item. Best practices follow using the “+” to expand a panel. The current setup initially looks as if the items with something entered (i.e. has (1)next to it), aren’t expandable.

Health information dashboard

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1

2


1. Drop-downsIt is unclear that a user can click on the entire row to expand each item. Also using “Personal” in details is unclear, when others are blank

1. Personal descriptionThe description of what items marked as “Personal” are, is unclear because of jargon (i.e. “...custodians of this record”). The link to learn more is helpful, but leads the user away from the task at hand.

All health information

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1

2


1. Automatic logoutAfter a short amount of activity, the user is prompted to either say logged in or sign out. If a user chooses to stay signed in, they are taken back to the home page, losing any information that may have been in the process of being entered.

Logout warning

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Appendix BAssignment 1A

Pradeep Nayar

Appendix CAssignment 1A

Mike Wesolowski

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Appendix DAssignment 1A

Jon Hia

Find Online Health Tools and Services leads the user to an external page where the interface is not consistent with the rest of HealthVault.!

! !

Details and History Tabs in All heath Information provide redundant information.

! !

x

First Observed field in Allergy is not validated, so the user can enter any arbitrary sequence of numbers/letters. Same problem for the Allergy field.

! !

x

Add a New Item menu does not match the order of items in Health Information.

! !

x

Relationship between Personal Demographic Information and Personal Information (edit record) screens is unclear and there is duplicated information.

! !

x

hci 460 - usability evaluation methods expert evaluation · microsoft healthvault is a website...

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