howto.gov/firstfridays survey of federal government ux practices conducted by: jonathan rubin...
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Howto.gov/firstfridays
Survey of Federal Government UX Practices
Conducted by: Jonathan RubinDigitalGov User Experience Program (GSA)
Jean FoxBureau of Labor Statistics (DOL)July 10, 2013
GSA
Communities
Social Media
Training (DigitalGov University)
Challenges & Innovation
Usability
Digitalgov
GSA’s Digital Services for Agencies
• Training in User-Centered Design• Demonstration User Tests• Awareness• Community of practice
DigitalGov UX program
Our Survey of UX Activities
1. Survey Monkey with 65 respondents
2. 100% Cabinet agencies
3. Co-created with Jean Fox
4. Not scientific or representative
5. Goal: • Audience research• Develop web-based and in-person training• Share aggregate in presentations, etc.
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What we asked
1. Agency (but anonymous)
2. About you – title, UX education, team size
3. How widespread is UX
4. Challenges to implementing UX
5. Resources
6. Types of UCD methods
7. What would help?
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Good newsAverage team: 2 PT and 2 FT
Wide range of UX methods being used• #1 surveys, #2 style guide, #3 tests
Thirst for training, many self-taught
91% doing UX on websites, ⅓ mobile
Using respected tools (20% eyetracking!)
Future: More testing, services
Some agencies have UX institutionalized
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Challenges / Lack of…Awareness:
• “Refusing to believe the results of usability tests because they are painful.”
• “We are spending hundreds of thousands of dollars without one usability test. Web staff understand the need, but no one is listening.”
Facilities• “No facilities” / “Our lab is about 15 years
young” – facilities
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Challenges / Lack of…
Resources• “Very old models are used for interaction”• “Army of one”
Training • “Figure it out as we go along”
Standards / Best Practices• “Applying standard best practices can be
challenging… many offices and components have different processes and standards.”
34%
17%15%
15%
6%
6%5%
2%
What best describes what you do?
Website Mngr
Other
Project Mngr
UX Specialist
Web Designer
IA
Researcher
Web Metrics Mngr
# UX staff
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Part Time Full Time
Had at least 1 person
86% 59%
Average # of people
2 3
Range of people
0-10 0-30
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College / Grad school
Certification Workshops, webinars
On-the-job mentorship
Other0%
10%
20%
30%
40%
50%
60%
70%
32% 31%
66%
52%
17%
Where did your staff get UX training?
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Top to Bottom UX
Used frequently
Occasional UX
Know but don't practice
No one knows UX
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
3%
19%
46%
25%
8%
How widespread is UX?
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Web
sites
Applic
ation
s
Web
For
ms
Mob
ile A
pps
Mob
ile S
ites
APIs
Print m
ater
ials
Oth
er0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%92%
54%
37%32%
36%
17%22%
9%
What types of UX products do you work on?
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% Who “Often” or “Always” use these
Tests: Mobile
Contextual inquiries
Focus groups
Tests: Remote
Personas
Tests: High Fidelity
User Analysis
Expert Reviews
Task Analysis
Tests: In-person
Surveys
Style guides
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
12%
12%
13%
13%
15%
17%
22%
23%
23%
25%
34%
43%
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% Who “Never” use these methods
Personas
Tests: Remote
Context. Inquiries
Tests: High Fidelity
Test: Mobile
Card sorts
Tests: Low Fidelity
Affinity diagrams
Tests:: First-Click
Tests: Eyetracking
0% 10% 20% 30% 40% 50% 60%
20%
21%
26%
29%
29%
31%
31%
45%
46%
57%
Asked about UX methods• Top 3: Surveys, Style guide, Tests • Bottom 3: Affinity diagrams
Eyetracking, First Click• 10% never a usability test – bad?• 16% never a survey• Task analysis - 8.5% always, 55%
sometimes
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Training Needs• “UX Training classes - webinars aren't
enough”• “Software” - Morae, Surveys, CrazyEgg• “Any and all”• “Be more aware of findings”• “How to get buy-in from higher ups“• Methods: First-Click Testing, Style Guides,
Card Sorts, Surveys, Task analysis
Plans for the future
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Asked about future plans:
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Biggest obstacle to using UX?
Tried UX, failed
Other
No UX awareness
Don't get UX ROI
UX not built in
Lack of time
No resources
0% 10% 20% 30% 40% 50% 60% 70% 80%
5%
13%
36%
53%
58%
61%
71%
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One-way mirror
Observation room
Testing room
Other
Multi-purpose rooms
No space for testing
0% 10% 20% 30% 40% 50% 60%
8%
15%
17%
23%
26%
54%
Which do you have? (check all)
Summary: Challenges
Resources - staff and metrics software
Awareness – Managers not sold on UX
Training - Staff and Manager
Standards / Best Practices
Testing facilities
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