lifeline canada and usa usability evaluation trish thornton

Lifeline Canada and USAUsability Evaluation

Trish Thornton

Purpose and Scope

The purpose of this exercise is to analyse the Lifeline Canada website (www.lifelinecanada.com) from a user's perspective and to make recommendations based on the findings.

One of the tasks we were given for this evaluation was to assess Lifeline's US website – how does it perform from a user's point of view and could Lifeline Canada implement any or all of its "look & feel" or functionality?

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Methodology

While user testing is always the best measure of a site's success, it's not always easy for a company to arrange; and often, the process can be fiscally unviable.

A heuristic evaluation of a website, however, can be performed more simply by a User Experience specialist. The results from this methodology come as close as possible to a targeted user group's experience.

NOTE: for the purpose of this document, the user will be referred to in the male gender, i.e. “he,” “him,” and “his.”

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What is a Heuristic Evaluation?

Heuristic Evaluation is an industry term for the examination of a user's experience while interacting with a computer interface (an application or a website for instance.)

Scientifically, it's a systematic method of assessment used to rate an application or website against industry best practices.

But we know that people are not always as predictable as science wants them to be. So in our evaluation, we put equal emphasis on the Lifeline users and make sure their needs are assessed -- whether or not they fit into the heuristics checklist.

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Heuristics Checklist

Keep the user informed as to where he is; good navigation and feedback; the right content at the right time

User control and freedom; if a user follows a path that he realizes is the wrong one, make it simple for him to find his way back, the way to the right path of information – alleviate user anxiety

Clear language using terms and concepts familiar to the targeted users

continued…

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…Heuristics Checklist

Consistency and standards in language and conventions; that is, there shouldn't be the same label or term used for different actions/results

Flexibility and transparency; when there are different types of users with different needs, the site should invisibly streamline the paths for them

Aesthetic and minimalist design: content should not contain information that is irrelevant – make every click count as the user needs payoff along his path; the design should not compete with the dialogue

continued…

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…Heuristics Checklist

Help and documentation -- though it's better for everyone if a website can be used without documentation, it's still critical to include helpers for the user that is relevant to his task at hand. However, the help must not impede the user's path to information.

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Lifeline’s Users and Their Needs

After a discussion with Lifeline Canada, we understand that visitors to the Lifeline website are primarily:

1. A family member or caregiver who is looking for help and information after an incident/accident involving the loved one. This user needs to get information quickly and feel confident that the product and program will help the person in need.

2. A healthcare expert who gathers information about current programs and products for patients who need care. This user needs accurate information and reading materials in order to recommend Lifeline to his patients or their families.

3. A customer using a Lifeline product. This person is looking for reassurance and comfort, to know that he is part of a community and it's not a scary one.

What Lifeline wants to do for all its customers:

Simplify their lives.

The Lifeline website needs to do that as well.

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Evaluating Lifeline Canada

Critical usability issue

Medium usability issue

Best Practice

Moderate usability issue

Lifeline Canada - Homepage

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Observation A sense of welcoming

and openness is maintained despite featuring numerous unique links on the homepage. The use of white space and friendly faces provide a comforting experience for the user on first impression…

Observation A sense of welcoming

and openness is maintained despite featuring numerous unique links on the homepage. The use of white space and friendly faces provide a comforting experience for the user on first impression…



Best Practice



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Observation …however, the circular or arc-

like navigation and the squares that house the friendly faces clash in design.

ImplicationThe user, whether he knows it

or not, registers a “disconnect” between the functionality of navigation and the warm message the site is trying for.

RecommendationRethink the design of the

navigation to a more industry-standard vertical text layout.

Observation …however, the circular or arc-

like navigation and the squares that house the friendly faces clash in design.

ImplicationThe user, whether he knows it

or not, registers a “disconnect” between the functionality of navigation and the warm message the site is trying for.

RecommendationRethink the design of the

navigation to a more industry-standard vertical text layout.



Best Practice



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ObservationFurthermore, from a coding

perspective, any kind of circular element - especially in navigation - creates wasted space on a page.

ImplicationPrime real estate is wasted as

content has to work around the design.

RecommendationAs before, rethink the design of

the navigation to a more industry-standard vertical text layout.

ObservationFurthermore, from a coding

perspective, any kind of circular element - especially in navigation - creates wasted space on a page.

ImplicationPrime real estate is wasted as

content has to work around the design.

RecommendationAs before, rethink the design of

the navigation to a more industry-standard vertical text layout.



Best Practice


Lifeline Canada - Navigation

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ObservationThe main navigation bar has 11 elements

which is quite a lot to take in.

ImplicationThe user may feel information anxiety

seeing so many choices. He could spend too much time just trying to find his path to information - remember, there are different types of users who want different things. This navigation does not give them much visual help to select that path. Are we getting them to where they need to go?

RecommendationSimply group elements visually in the “nav

bar.” Grouping the labels by context gives the users a clear, digestible navigation system and allows them to enter the site knowing they are going where they need to go.

(For instance, group by Program, by Tools and Information, by Help and Contact…see following screens)

ObservationThe main navigation bar has 11 elements

which is quite a lot to take in.

ImplicationThe user may feel information anxiety

seeing so many choices. He could spend too much time just trying to find his path to information - remember, there are different types of users who want different things. This navigation does not give them much visual help to select that path. Are we getting them to where they need to go?

RecommendationSimply group elements visually in the “nav

bar.” Grouping the labels by context gives the users a clear, digestible navigation system and allows them to enter the site knowing they are going where they need to go.

(For instance, group by Program, by Tools and Information, by Help and Contact…see following screens)



Best Practice


Lifeline Canada - Grouping Information Sections

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ObservationThe Publications, Links and Seniors’

Housing Sections look like the rest of the site even though they are very task-oriented pages.

ImplicationThe user who just wants information

about the program and its products feels overwhelmed that there are all of these pages with more and more information and downloadable documents. He might not know if he’s got everything he needs and become anxious; and he may be lost in these pages when really he only wanted to find out about the products.

RecommendationAs mentioned on the last screen, by

grouping different high-level sections and giving them a slightly different look (through colour, imagery or text treatment) the user will know he is in a particular part of the site and can choose to stay or go back to the area he wants to be in.

ObservationThe Publications, Links and Seniors’

Housing Sections look like the rest of the site even though they are very task-oriented pages.

ImplicationThe user who just wants information

about the program and its products feels overwhelmed that there are all of these pages with more and more information and downloadable documents. He might not know if he’s got everything he needs and become anxious; and he may be lost in these pages when really he only wanted to find out about the products.

RecommendationAs mentioned on the last screen, by

grouping different high-level sections and giving them a slightly different look (through colour, imagery or text treatment) the user will know he is in a particular part of the site and can choose to stay or go back to the area he wants to be in.



Best Practice


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ObservationCompany and Contact information also

looks like the rest of the site.

ImplicationSee previous screen.

RecommendationSee previous screen.

ObservationCompany and Contact information also

looks like the rest of the site.

ImplicationSee previous screen.

RecommendationSee previous screen.

Lifeline Canada - Grouping Company/Contact Sections



Best Practice


Lifeline Canada - Page Titles

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ObservationThe page titles on the site float above

the pictures on the right hand side of each page. The title is separated from the content it represents.

ImplicationThe user relies on visual cues to

remind him where he is on the site and what content to expect. Even though there is the highlighted navigation bar at the left, the user may feel lost as the page has no authoritative or dynamic indicator.

RecommendationPlace the page titles in a spot that

shows a connection to the content. For instance, people read right-to-left, so why not put the title above the content on the left.

ObservationThe page titles on the site float above

the pictures on the right hand side of each page. The title is separated from the content it represents.

ImplicationThe user relies on visual cues to

remind him where he is on the site and what content to expect. Even though there is the highlighted navigation bar at the left, the user may feel lost as the page has no authoritative or dynamic indicator.

RecommendationPlace the page titles in a spot that

shows a connection to the content. For instance, people read right-to-left, so why not put the title above the content on the left.



Best Practice


Lifeline Canada - Contextual or Sub-Navigation

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Observation1) The contextual navigation is hard to

read for several reasons: the type seems jammed together, and it is the same colour as the content so it doesn’t stand out unless you roll over it.

2) The rollover behaviour is inconsistent as some of the elements give a “pop-up” feed back, while others don’t.

Implication1) A user may not be able to easily

read the sub-nav elements. Therefore, he may miss the critical page he is looking for.

2) The pop-up element is larger than the type itself and may be jarring; since not every title has a rollover pop-up element, the user might become concerned that he is missing something or that his browser is broken.

Recommendation1) Air out the sub navigation

elements. A tool bar of simple text links in a different colour will aid the user in his search for information.

2) Consistency in behaviour. Either have every element present a pop-up, or none at all. We would recommend none at all.

Observation1) The contextual navigation is hard to

read for several reasons: the type seems jammed together, and it is the same colour as the content so it doesn’t stand out unless you roll over it.

2) The rollover behaviour is inconsistent as some of the elements give a “pop-up” feed back, while others don’t.

Implication1) A user may not be able to easily

read the sub-nav elements. Therefore, he may miss the critical page he is looking for.

2) The pop-up element is larger than the type itself and may be jarring; since not every title has a rollover pop-up element, the user might become concerned that he is missing something or that his browser is broken.

Recommendation1) Air out the sub navigation

elements. A tool bar of simple text links in a different colour will aid the user in his search for information.

2) Consistency in behaviour. Either have every element present a pop-up, or none at all. We would recommend none at all.



Best Practice


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Lifeline Canada - User Expectation

ObservationOn clicking How Lifeline Works, the

user’s expectation is to get instant information. Instead, little information about how it works is on this page and another click is needed to get there.

ImplicationExtra clicks can cause user frustration

and disappointment. While this page gives a user the choice on how the information is presented, there is still no payoff and it’s up to the user to dig again.

RecommendationA content change; the top-level page

should give an overview of How Lifeline Works since that’s what the user expects; the links to the choices should remain on this page but they might be treated in a more graphical, friendly way.

ObservationOn clicking How Lifeline Works, the

user’s expectation is to get instant information. Instead, little information about how it works is on this page and another click is needed to get there.

ImplicationExtra clicks can cause user frustration

and disappointment. While this page gives a user the choice on how the information is presented, there is still no payoff and it’s up to the user to dig again.

RecommendationA content change; the top-level page

should give an overview of How Lifeline Works since that’s what the user expects; the links to the choices should remain on this page but they might be treated in a more graphical, friendly way.

ObservationFunctionally, this page understands

that there are many types of visitors who could have varying degrees of web understanding. By giving users multiple “widgets” to choose from, he/she feels in control of the experience. There are no user or browser limitations and we haven’t chosen for them.

ObservationFunctionally, this page understands

that there are many types of visitors who could have varying degrees of web understanding. By giving users multiple “widgets” to choose from, he/she feels in control of the experience. There are no user or browser limitations and we haven’t chosen for them.



Best Practice


Lifeline Canada - Slide Show

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ObservationIn this evaluation, we followed the

Slide Show path in the How It Works section.

The presentation is clear with not too much of the scenario exposed on each slide. The simplicity of the pictures and the conversational dialogue gives a sense of comfort while at the same time a lot of key information about the program is presented in a friendly way.

ObservationIn this evaluation, we followed the

Slide Show path in the How It Works section.

The presentation is clear with not too much of the scenario exposed on each slide. The simplicity of the pictures and the conversational dialogue gives a sense of comfort while at the same time a lot of key information about the program is presented in a friendly way.



Best Practice


Lifeline Canada - Information Overload

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ObservationIt was hard to tell if this was an FAQ

page or if somehow I landed on the “accessible” version of the website.

ImplicationA list of links can cause information

anxiety, especially when he expected some payoff at this top-level page. Instead, he’s faced with the prospect of clicking and digging rather than getting answers right away that are relevant to him. And even though the links go to pop-up windows that break the information into digestible chunks, on first arrival he doesn’t know that. And he may be overwhelmed by this list thinking he’s going to have to click back and forth and back again…and he might leave the site.

RecommendationRe-organize the content in this

section. Have this top-level landing page give the user some pay off rather than making him dig. Then by grouping some of the information from the pop-ups, the user gets a more streamlined experience where clicks are not daunting, but rather a logical progression in his quest for the information he needs.

ObservationIt was hard to tell if this was an FAQ

page or if somehow I landed on the “accessible” version of the website.

ImplicationA list of links can cause information

anxiety, especially when he expected some payoff at this top-level page. Instead, he’s faced with the prospect of clicking and digging rather than getting answers right away that are relevant to him. And even though the links go to pop-up windows that break the information into digestible chunks, on first arrival he doesn’t know that. And he may be overwhelmed by this list thinking he’s going to have to click back and forth and back again…and he might leave the site.

RecommendationRe-organize the content in this

section. Have this top-level landing page give the user some pay off rather than making him dig. Then by grouping some of the information from the pop-ups, the user gets a more streamlined experience where clicks are not daunting, but rather a logical progression in his quest for the information he needs.



Best Practice


Lifeline Canada

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IllustrationThis screen simply illustrates the

concern in the previous screen where the layout looks like an FAQ page.

IllustrationThis screen simply illustrates the

concern in the previous screen where the layout looks like an FAQ page.



Best Practice


Lifeline Canada - More Information “pop-up”

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ObservationThe pop-up layout is very clean, clear

and easy to read. The section title on the pop-up is a welcome cue, reinforcing the context of his path or query. When all the content fits in the window and there is no need to scroll, the pop-up window is an efficient way to give detailed information to the user without stopping his flow through the site…

ObservationThe pop-up layout is very clean, clear

and easy to read. The section title on the pop-up is a welcome cue, reinforcing the context of his path or query. When all the content fits in the window and there is no need to scroll, the pop-up window is an efficient way to give detailed information to the user without stopping his flow through the site…



Best Practice


Lifeline Canada - More Information “pop-up”

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Observation…however, a pop-up screen like this one is

problematic on several levels. First, the user must scroll to get all the information.

Then, the link within the content sends the pop-up screen to the back of his computer screen and takes him to another part of the site.

ImplicationWhen the user has to scroll in a pop-up window,

he can often lose his bearings. The section title disappears and he's now got 2 windows open with a lot of information - which one is more important? Which one should he be reading?

As for the link inside the body, when it jumps the pop-up window behind his main browser window, he may lose his path and forget where he was and why he went that way. He also may end up with several “rogue” pop-up windows in the background that feel like clutter on his computer. User frustration and disappointment is a likely outcome of this scenario.

RecommendationThe solution starts with a re-organization of the

content in the Why Choose Lifeline section. That way, we can eliminate (a) the FAQ look of the page, and (b) the pop-up problems that follow. Grouping some of the information together and creating multiple pages with relevant information makes for a better experience. Fewer clicks and a streamlined path.

Which doesn’t preclude the use of pop-ups. Having a pop-up for glossary or extra bites of information has become an industry standard. As long as it behaves like the pop-up on the previous screen.

Observation…however, a pop-up screen like this one is

problematic on several levels. First, the user must scroll to get all the information.

Then, the link within the content sends the pop-up screen to the back of his computer screen and takes him to another part of the site.

ImplicationWhen the user has to scroll in a pop-up window,

he can often lose his bearings. The section title disappears and he's now got 2 windows open with a lot of information - which one is more important? Which one should he be reading?

As for the link inside the body, when it jumps the pop-up window behind his main browser window, he may lose his path and forget where he was and why he went that way. He also may end up with several “rogue” pop-up windows in the background that feel like clutter on his computer. User frustration and disappointment is a likely outcome of this scenario.

RecommendationThe solution starts with a re-organization of the

content in the Why Choose Lifeline section. That way, we can eliminate (a) the FAQ look of the page, and (b) the pop-up problems that follow. Grouping some of the information together and creating multiple pages with relevant information makes for a better experience. Fewer clicks and a streamlined path.

Which doesn’t preclude the use of pop-ups. Having a pop-up for glossary or extra bites of information has become an industry standard. As long as it behaves like the pop-up on the previous screen.



Best Practice


Lifeline Canada - Non-secure Form

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ObservationThe form on the site is not housed in a

secure environment.

ImplicationWhen a user gives out any personal

information, he assumes that it will be treated confidentially. The experienced Web user looks for the “https” extension in the URL or the “locked” symbol at the bottom of his browser. If he doesn’t see that, his confidence in Lifeline’s ability to keep his information private disappears; and with that, Lifeline’s credibility.

RecommendationWhile this isn’t exactly a usability issue

per se, it nevertheless has an impact on a user’s experience. The simple solution is to remove form fields and leave it as an email link and a phone number. If Lifeline needs an online application for business reasons, then it is critical to move this form to a secure server.


secure environment.





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Evaluating Lifeline USA



Best Practice


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Lifeline USA - Homepage

ObservationThe visitor has a soothing,

friendly first impression of Lifeline. The tone is set that being a Lifeline client isn’t scary, that you’re not alone.

This answers the needs of 2 of the main user groups: (a) the Caregiver who may be under stress and scared for the loved one, and (b) the Lifeline client himself who now needs help.

ObservationThe visitor has a soothing,

friendly first impression of Lifeline. The tone is set that being a Lifeline client isn’t scary, that you’re not alone.

This answers the needs of 2 of the main user groups: (a) the Caregiver who may be under stress and scared for the loved one, and (b) the Lifeline client himself who now needs help.



Best Practice


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Lifeline USA - Homepage - Content

ObservationThe block of text that

accompanies the picture is jarring. While the page is welcoming with its use of imagery and graphical serif text, this content block looks utilitarian and works against the soothing feeling.

ImplicationThe soothing page quickly

becomes cold, reminding the user that there is serious business at hand. And while that is true, it mixes him up on first glance.

RecommendationSimple solution:Put the message “Lifeline is

for independence” above the block of text, it will ease the user into the harder message.

No-so simple solution:Condense the content in the

text block with the key words/messages.Make it all graphical text so it maintains the tone of the page.

ObservationThe block of text that

accompanies the picture is jarring. While the page is welcoming with its use of imagery and graphical serif text, this content block looks utilitarian and works against the soothing feeling.

ImplicationThe soothing page quickly

becomes cold, reminding the user that there is serious business at hand. And while that is true, it mixes him up on first glance.

RecommendationSimple solution:Put the message “Lifeline is

for independence” above the block of text, it will ease the user into the harder message.

No-so simple solution:Condense the content in the

text block with the key words/messages.Make it all graphical text so it maintains the tone of the page.



Best Practice


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Lifeline USA - Navigation

ObservationGood use of grouping the

different types of navigation/information so the user makes no mistake and follows the right path.

ObservationGood use of grouping the

different types of navigation/information so the user makes no mistake and follows the right path.



Best Practice


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Lifeline USA - Navigation

ObservationThe left hand navigation is a little

hard to read.

ImplicationWhile the afore-mentioned serif

type is friendly and soothing, in a critical navigation capacity, it may be too pretty. Especially since it is also in BOLD and ITALICS.

Furthermore, white text on a dark background is difficult for users of any age to read.

And while the navigational titles seem to be trying to direct the user to his path, it’s too much to read for a navigation label. It could be confusing for a visitor who might not realize these are links but rather, some inspirational messaging.

RecommendationSimplify the navigation by doing

less design treatment on the font. Change the label and reconsider the white text on dark background. Navigation is the most important tool for the user so don’t make it feel cumbersome or confusing. It can still evoke warmth without all the style.

ObservationThe left hand navigation is a little

hard to read.

ImplicationWhile the afore-mentioned serif

type is friendly and soothing, in a critical navigation capacity, it may be too pretty. Especially since it is also in BOLD and ITALICS.

Furthermore, white text on a dark background is difficult for users of any age to read.

And while the navigational titles seem to be trying to direct the user to his path, it’s too much to read for a navigation label. It could be confusing for a visitor who might not realize these are links but rather, some inspirational messaging.

RecommendationSimplify the navigation by doing

less design treatment on the font. Change the label and reconsider the white text on dark background. Navigation is the most important tool for the user so don’t make it feel cumbersome or confusing. It can still evoke warmth without all the style.



Best Practice


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Lifeline USA - Contextual and Tertiary Navigation

ObservationA user reads from left to

right. On this site, his eye goes from the left navigation bar to the well-defined page title that then uses a dashed line to draw his eye to the contextual and tertiary menus. This is a site deep with content and yet it is very simple to get around and the user always knows where he is. Lifeline has in fact “simplified his life.”

ObservationA user reads from left to

right. On this site, his eye goes from the left navigation bar to the well-defined page title that then uses a dashed line to draw his eye to the contextual and tertiary menus. This is a site deep with content and yet it is very simple to get around and the user always knows where he is. Lifeline has in fact “simplified his life.”



Best Practice


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Lifeline USA - Consistency in Messaging

ObservationThe high-level message on all the

pages is different than the high-level message on the homepage.

ImplicationOn the homepage it says “Lifeline

is for independence,” yet on every other page it says “Lifeline is for living.” The user may ask, “Which one is it?”

RecommendationThis is not a critical point but it

needs to be addressed. Perhaps each section could have a different message so that there is continuity in diversity, rather than continuity on everything except the homepage - especially when the message on the homepage should be the definitive statement.

ObservationThe high-level message on all the

pages is different than the high-level message on the homepage.

ImplicationOn the homepage it says “Lifeline

is for independence,” yet on every other page it says “Lifeline is for living.” The user may ask, “Which one is it?”

RecommendationThis is not a critical point but it

needs to be addressed. Perhaps each section could have a different message so that there is continuity in diversity, rather than continuity on everything except the homepage - especially when the message on the homepage should be the definitive statement.



Best Practice


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Lifeline USA - Form Over Function

ObservationOn all the content pages, the

information is buried half way down the page because of a large photo at the top.

ImplicationMore often than not, the user has

to scroll on every page to take in the key messaging.

Furthermore, depending on the user’s internet connection, the large images may impede the speed of the page load so he’s waiting and waiting for something that doesn’t really give any information.

Function should always come before form.

RecommendationStreamline the top of the page

images across the site so that the content is presented higher up the “fold.” In fact, the testimonial picture at the right may be all the imagery the user needs - it keeps the warm, comfortable feeling without detracting from the content.

ObservationOn all the content pages, the

information is buried half way down the page because of a large photo at the top.

ImplicationMore often than not, the user has

to scroll on every page to take in the key messaging.

Furthermore, depending on the user’s internet connection, the large images may impede the speed of the page load so he’s waiting and waiting for something that doesn’t really give any information.

Function should always come before form.

RecommendationStreamline the top of the page

images across the site so that the content is presented higher up the “fold.” In fact, the testimonial picture at the right may be all the imagery the user needs - it keeps the warm, comfortable feeling without detracting from the content.



Best Practice


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Lifeline USA - Content

ObservationGood use of content, much like the

slide show on the Lifeline Canada site, presenting the story through simple text and pictures. Makes the alarm seem simple, not “alarming.”

ObservationGood use of content, much like the

slide show on the Lifeline Canada site, presenting the story through simple text and pictures. Makes the alarm seem simple, not “alarming.”



Best Practice


34

Lifeline USA - More Information pop-up

ObservationThe information on the pop-up

window was exactly what was on the page that instigated the pop-up. Furthermore, the pop-up’s white text on a maroon background is hard to read.

ImplicationThis is a wasted click from the

user’s point of view. If you’re going to make them click for more information, there had better be more information. The user will be frustrated by this experience and Lifeline’s credibility and message of simplifying his life is damaged.

Also, it is always difficult to read white text on a dark background. Especially in an instance where it's supposed to be deeper, detailed information - if there was lots of text on this page, the user would be straining to read it..

RecommendationReview all the content on every

pop-up on the site and decide if it’s worth a click or not. If there are relevant pop-ups, change the layout so that it is dark text on a white background.

ObservationThe information on the pop-up

window was exactly what was on the page that instigated the pop-up. Furthermore, the pop-up’s white text on a maroon background is hard to read.

ImplicationThis is a wasted click from the

user’s point of view. If you’re going to make them click for more information, there had better be more information. The user will be frustrated by this experience and Lifeline’s credibility and message of simplifying his life is damaged.

Also, it is always difficult to read white text on a dark background. Especially in an instance where it's supposed to be deeper, detailed information - if there was lots of text on this page, the user would be straining to read it..

RecommendationReview all the content on every

pop-up on the site and decide if it’s worth a click or not. If there are relevant pop-ups, change the layout so that it is dark text on a white background.



Best Practice


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Lifeline USA


secure environment.






secure environment.





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Summary and Recommendations

So…?

Overall, lifelinecanada.com is efficient and full of good content and valuable information. But it is not an engaging experience for a user.

The site feels old fashioned; utilitarian pages of links that make the user dig for content

The navigation needs to be re-thought from a user’s perspective - get him where he needs to go without clouding his path with irrelevant choices

It lacks warmth and needs to engage the human element to ensure a stress-free, comfortable experience for a worried caregiver or a frightened client.

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Is Lifeline USA the Answer?

The lifelinesys.com website is an engaging experience for the user:– Warmth in layout– Helpful testimonials from real clients– Smart navigation ensuring easy access to a lot of content.

But it has some fundamental flaws– Form over function; the design often impedes the user’s path

to the real information he needs– Content presentation does not always follow best practices– Inconsistent messaging

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Recommendations

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Navigation: Redesign the “arc” into a more industry-standard left-side navigation

tool Group the navigation by content and common tasks (e.g. Program,

Tools, Help and Information) Upgrade the behaviour of the sub-navigation methodology - using the

Lifelinesys.com model as a possible way to goDesign: Consider adding a modified look and feel to the sub pages. These

landing pages hold all the information - sometimes a lot of information - so visual clues such as coloured table cells that hold text could be used to break up the information into digestible chunks; this marries content and design without going overboard on imagery

Without going as far as Lifelinesys.com, consider adding a little more imagery - perhaps contextually with each sub-section for continuity - to add more warmth to the site

continued…

Recommendations (continued)

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Content: There are several key pages that could do with a content layout

upgrade– How Lifeline Works should have an overview on how it works, not

simply more links to find out how it works– Why Choose Lifeline would be a more useful page if some of the

key information from the most pertinent pop-ups were presented on this page followed by a series of links in case the user does want to go further (you could use coloured table cells in this case to break up the info visually.)

Security: Move forms onto a secure environmentLifelinesys.com: I do not recommend a “re-skinning” of the Canadian site with the US

wrapper You might end up re-building the site anyway as there are enough

fundamental flaws in the US site.

Appendix

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Thoughts based on the questions sent after my evaluation

www.lifelinecanada.com1. Is the accessible site necessary/worth the effort?

§ That can really only be answered by your numbers and user response. I think accessibility is important given Lifeline’s users, but the decision is a business one.

2. Should Lifeline Canada maintain a distinct look from Lifeline US?§ Again, without knowing the corporate environment, I’m unable to

make a solid recommendation. Again, though, it would be a good exercise to track the visitors who go back and forth between the sites - if it’s a significant number, then there should be an attempt to give some kind of visual indication that it is the same company. But they don’t have to be complete mirrors of each other.

Appendix (continued)

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3. Font Face/Size – What is best for the 50+ age group?§ To begin with, it is critical for this age group (and any age

group in my opinion) to have dark text on a plain, light background

§ As for font, a sans serif like Arial, Verdana or any common system font should be used in the html text. Reading blocks of serif content (even Times) is difficult and strains the eye. However, for graphical text and warm messaging where the text is bite-sized, serif font is fine.

§ Bigger isn’t always better, it’s more important that the text is consistent and clean (dark text on light background.) 12-pt is always a good compromise, though. I like the idea of being able to increase the fonts size, but I know that can be a program/design issue.

Appendix (continued)

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4. What were your thoughts about the splash page?§ I never like an extra click, but again, look at the numbers. If

there aren’t as many French-speaking visitors, it’s often better just to have a français toggle on the site.

5. Any thoughts on the photos used (compare to US?)§ The images seemed a bit incidental. The only time I really

noticed them was in the pop ups and the scenario. I like the imagery in the US site, but as I said, often the images are too big and overwhelm me as a user. The ones owith the testimonials are lovely, give context, and enhance the user’s experience.

Appendix: (continued)

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www.lifelinesys.com1. Did you find some of the sub-pages had too much going on

and were too overwhelming?§ The overwhelming images often distracted me from looking

at the content on the page.2. Did you find the left hand navigation confusing either in

wording or by asking users to define their relationship to the site before being able to explore?§ I mentioned earlier that the navigation system works

well; but the “long-winded” labels and the hard-to-read text made me have to think about what I was clicking. I wasn’t convinced I was going to get the full story or all the information I was looking for.

lifeline canada and usa usability evaluation trish thornton

Documents

lifeline users

users path

user needs payoff

user experience specialist

lifeline canada website

user anxietyclear language

heuristic evaluation

methodologywhile user